Casina Casino - Il giocatore dichiara che il pagamento è in ritardo.

I am updating my situation as it has worsened. Not only has Casina exceeded the 72-hour payment window, but they have now arbitrarily CANCELLED my withdrawal requests without any valid justification or my consent.

My account is fully verified, and I have followed all rules. This cancellation is a clear stall tactic and an act of bad faith. I demand that my winnings be processed immediately to my original payment method. I will not accept any further delays or excuses regarding "technical issues" or "KYC" as these are being used to withhold my funds.

Evidence: I have screenshots of the cancelled status in my transaction history.

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Dear GQGOMES,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino has now arbitrarily CANCELLED my withdrawal requests. My balance was returned to my casino account without my consent. This is a clear attempt to delay the payment further. I have not breached any terms and I demand my winnings to be paid out immediately.

he casino's argument is invalid because they actually accepted and initiated the transfer request. The system validated my balance as withdrawable. Only after 72 hours did they cancel it, claiming bonus issues. This proves that the funds were already converted to real money, otherwise, the withdrawal would never have been allowed in the first place.

The casino's response regarding terms 23.7 and 23.20 is irrelevant because their system formally approved the withdrawal request. In any gambling platform, a withdrawal can only be initiated if the funds are converted to 'Real Balance'. By allowing the transaction to be created and put into 'Pending' status, the casino legally acknowledged that the wagering was complete. Forcing a bonus cancellation as a technical step to process an already approved withdrawal is a deceptive practice (Dark Pattern) intended to defraud the player. I have provided the screenshots of the approved transfer as evidence of this system validation.

The casino has contacted me offering to refund only my deposit (€20), claiming I cancelled the bonus before completing the wagering. This is factually incorrect according to the official logs the casino just sent me.

Please look at the attached 'Transactions History' provided by the casino:

On 2/7/2026 at 12:44, the logs show: Balance: 20 / Bonus Balance: 0 / Action: Withdraw -880.01.

This proves that the wagering was already finished (Bonus Balance was zero) and the funds were converted to Real Balance.

The casino's system accepted the withdrawal. They only voided the money afterwards by claiming a 'bonus cancellation' that was triggered by their own interface as a requirement to withdraw funds that were already real.

I do not accept the deposit refund. I request the full €880.01 as proven by their own data logs.

I would like to request an update from the mediator. The casino has sent me the official logs, and they clearly show that at 12:44 on 07/02, my Bonus Balance was 0.00 and my Real Balance was €880.01.

The casino is trying to close the case by only returning my €20 deposit, claiming a 'bonus cancellation'. However, their own data proves the wagering was finished. I have attached the 'Transactions History' PDF again. I request the Guru team to review this specific line in the logs, as it proves the winnings were already real money when the withdrawal was requested.

Dear mediator, I need to bring a crucial piece of evidence to your attention. I have received the official transaction logs from the casino (attached).

Please look at the very first line of the log (2/7/2026 12:44). It explicitly shows:

Bonus Balance: 0

Action: Withdraw -880.01

This is a mathematical proof provided by the casino itself that the wagering was completed. The 'Bonus Balance' was empty. The casino is now falsely claiming that the bonus was 'active' just to justify voiding my winnings. This is a clear case of fraud. I request that you confront the casino with their own data logs.

Dear GQGOMES,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your follow-up. Unfortunately, the casino has not paid my winnings. Instead, they offered to refund only my €20 deposit as a 'goodwill gesture', claiming I cancelled my bonus before completing the wagering requirements.

However, I have received the official Transaction History from the casino (attached), and it proves their claim is false.

Please look at the first entry in the logs (2/7/2026 12:44):

Bonus Balance: 0

Action: Withdraw -880.01

This confirms that at the exact moment of the withdrawal, my Bonus Balance was zero, meaning the wagering was already finished and the funds were real money. The casino's system accepted the withdrawal request.

The 'cancellation' they mention was a technical requirement forced by their interface to process a withdrawal of funds that were already real. They are using this technicality to void legitimate winnings of €880.01.

I have not accepted the €20 refund and I request your help to hold them accountable based on these logs provided by the casino itself.

Dear GQGOMES,

Thank you for your detailed explanation and the logs provided.

To make sure we have all necessary information, I still need clarification on the following points:

1. Have you ever made a successful withdrawal at Casina Casino before this incident?
2. Can you explicitly confirm that your account was fully KYC verified at the time you requested the €880 withdrawal?
3. You mentioned a bonus — was this a deposit bonus, free spins, or another type of promotion? Please specify the exact bonus name if possible.
4. Did you play only casino games, or were any sports bets involved?
5. Apart from the transaction log, do you have written communication from the casino explicitly stating that the winnings were voided due to bonus cancellation? If yes, please share a screenshot.

These details are important for us to properly evaluate whether the bonus was legitimately considered active at the time of withdrawal.

Kara

Dear Karla,

Thank you for your follow-up. Here are the clarifications you requested:

Previous Withdrawals: No, this was my first withdrawal attempt at Casina.

KYC Verification: Yes, I can confirm that my account was fully verified according to the KYC process. I had uploaded all requested documents and they were approved before this incident.

Bonus Details: The bonus was a First Deposit Bonus. However, as the logs I sent you show, at the time of the withdrawal (12:44), the Bonus Balance was already 0, meaning the requirements were met or the funds converted.

Games Played: I played only Casino games.

Evidence of Voiding: Yes, I am attaching a screenshot of the email I received from the casino where they explicitly state: 'the promotion was canceled before the wagering requirement was completed and, therefore, the funds were voided'. They also mention returning my €20 deposit as 'goodwill'.

I am attaching the requested screenshot of the email and re-sending the transaction logs where the Bonus Balance is clearly shown as 0.00 at the moment of the withdrawal request.

Thank you for your support,

Gonçalo Gomes

Dear GQGOMES,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Peter Č. , [email protected] . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello there,

Thank you GQGOMES for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casina Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.