Casinia Casino - Il ritiro del giocatore è ritardato.

Hello, I am filing this complaint against Casinia for the unjustified blocking of a real balance of €8,650 and delays in withdrawals totaling €1,250, which have been ongoing since January 31, 2026.

The facts in brief:

I deposited and wagered €2,600 out of my own pocket (real money). After losing this amount, I received cashback as per the site's terms.

By playing the cashback, I won €10,000. I fully met the wagering requirement (1x rollover) required for the cashback.

The system validated the balance as REAL and allowed me to enter three withdrawal requests (two for €500 and one for €250).

I submitted all the documents for KYC verification on February 6th: ID, selfie, and debit card photo.

For 11 days the documents section has been blocked with a graphical bug that says 'Verification required' but does not allow you to upload anything.

My VIP Manager (Giorgio) continues to ask for my patience without resolving the situation. It's been 18 days since the first withdrawal request.

I request that my identity be validated immediately and that the casino proceed with the payment of my withdrawals of €1,250 and my balance of €8,650, given that I have not violated any rules and have played from large real deposits.

Salve, presento questo reclamo contro Casinia per il blocco ingiustificato di un saldo reale di 8.650€ e ritardi nei prelievi con un totale di 1.250€ che durano dal 31 gennaio 2026.

I fatti in breve:

Ho depositato e giocato 2.600€ di tasca mia (soldi reali). Dopo aver perso questa cifra, ho ricevuto un Cashback come previsto dal sito.

Giocando il cashback, ho vinto 10.000€. Ho completato interamente il requisito di scommessa (rollover 1x) richiesto per il cashback.

Il sistema ha validato il saldo come REALE e mi ha permesso di inserire tre richieste di prelievo (due da 500€ e una da 250€).

Ho inviato tutti i documenti per la verifica (KYC) il 6 febbraio: carta d'identità, selfie e foto della carta di debito.

Da 11 giorni la sezione documenti è bloccata con un bug grafico che dice 'Verifica necessaria' ma non permette di caricare nulla.

Il mio VIP Manager (Giorgio) continua a chiedermi pazienza senza sbloccare la situazione. Sono passati 18 giorni dalla prima richiesta di prelievo.

Chiedo che la mia identità venga validata immediatamente e che il casinò proceda al pagamento dei miei prelievi da 1.250€ e del mio saldo di 8.650€, dato che non ho violato alcuna regola e ho giocato partendo da depositi reali importanti.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• What is the current status of the verification of the documents you sent to the casino?
• Which type of cashback did you activate and play with? Was it the daily cashback bonus, or a live casino cashback?
• Were you informed of any limits regarding the cashback bonus winnings?
• What types of games did you play while your cashback bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika