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I have ask for 3 withdrawals of 500€ each from 5/5/2024 and I have 4050€ in my account balance and many open bets. I send them the documents for verification to process the withdrawals and today I can’t login to my account and from the live chat they told me that the financial department will contact me via email about the withdrawals and my account balance, etc but they didn’t send me anything. I just want to process the withdrawals to make another from my account balance.

Dear loannisleon,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the KYC verification? Which documents did you send to the casino? Have any of them been approved?

Have you accumulated your winnings with or without an active bonus?

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

Initially I didn't need to do KYC verification but when I requested a withdrawal I sent them the card I used, my ID and a bank statement. The card is approved, the balance is pending and my account is under review and I can't login while I have a very high balance (€4050 and open bets). I didn't have any active bonus just won money in sports betting and want to withdraw.

Αρχικά δεν χρειαζόταν να κάνω επαλήθευση KYC όμως όταν ζήτησα ανάληψη τους έστειλα την κάρτα που χρησιμοποίησα, την ταυτότητα μου και μία κίνηση τραπεζικού λογαριασμού. Η κάρτα έχει εγκριθεί, τα υπόλοιπα εκκρεμούν και ο λογαριασμός μου βρίσκεται υπό εξέταση και δεν μπορώ να συνδεθώ ενώ έχω πολύ μεγάλο υπόλοιπο (4050€ και ανοιχτά στοιχήματα). Δεν είχα κανένα ενεργό μπόνους απλώς κέρδισα χρήματα στο αθλητικό στοίχημα και θέλω να κάνω ανάληψη.

Today I was informed by live chat that the withdrawals on my card were canceled by the bank and told me to request a withdrawal via email to my bank account giving full bank details. I did that too, but they didn't answer me about my account and access to it. My account balance is now over €4050 excluding withdrawals (€1500).

Σήμερα με ενημέρωσαν απο την ζωντανή συνομιλία πως οι αναλήψεις στην κάρτα μου ακυρώθηκαν από την τράπεζα και μου είπαν να ζητήσω ανάληψη μέσω email στον τραπεζικό μου λογαριασμό δίνοντας τα πλήρη στοιχεία της τράπεζας. Το έκανα και αυτό αλλά για το λογαριασμό μου και την πρόσβαση σε αυτόν δε μου απάντησαν. Το υπόλοιπο του λογαριασμού μου είναι πλέον πάνω από 4050€ εκτός των αναλήψεων(1500€).

Thank you for keeping me updated. Are the most recent screenshots you sent here from today? Does it mean that the casino manually approved your withdrawal of €5500 three days ago?

The casino told me at Friday that they completed the manual withdrawal of 5500€ amount and yesterday told me to ask for new manual withdrawal for the rest of my funds(1224.94€) but the money of the first payment(5500€) is not in my bank account yet from Wednesday.

Dear Veronica I have new update from the Casino. Today they told me that they have processed two manual withdrawals(5500€ and 1224.94€) and I have to wait to see the money in my bank account(I’m worried because I haven’t received the money yet)!

Thank you for the update. Since both of your withdrawals were processed, now I suggest you wait for them to appear in your bank account. 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. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If you do not receive your winnings by the end of the month, please let me know and we will intervene. Thank you for your patience and understanding.

Hello again. Okay, I’ll wait until the end of the month and I’ll be back with an update. Thanks a lot.

Still nothing. Every day they tells me that they have completed the withdrawals(5500€ 14/5/2024 and 1224.94€ 23/5/2024) but I didn’t get the amounts in my bank account.

Thank you very much, Ioannisleon, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ioannisleon,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casinia Casino to join the conversation.

Dear Casinia Casino,

Could you kindly furnish details regarding the reason for the delay in processing the player's withdrawal to their account, despite previous assurances of payment from your end?

As you can see, every day they tells me the same thing but I didn’t get the money in my bank account as they told me to request. When you lose everything is fine, when they have to pay you wait for weeks or months.

Hello Michal. I still didn’t get the withdrawals , that they have complete, in my bank account and they didn’t email me the transaction id’s to contact my bank. As I can see they didn’t answer neither to you.

One week and they don’t answer. They don’t want to pay my winnings and without any reason they close my account when I win. I don’t know what else can I do. We talk about 5500€+1224.94€ and they want to payout 0€ without a reason. When I lost 1500€-2000€ everything was fine for them, but when I win they close my account and they don’t want to pay. I didn’t brake any terms and I send them all the paperwork for KYC. Why should I be deceived like this?

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.

I don’t know what to believe. Always the same and they haven’t pay.

Dear Ioannisleon,

I completely empathize with your frustration regarding the current situation. Rest assured that I am actively communicating with the casino representative behind the scenes to investigate the delay in receiving your money. Although tracing transactions can be time-consuming, I am hopeful that I will have positive updates for you in the near future. Please be assured that we are diligently working on resolving your case.

Dear Michal thank you so much. I’m a little bit disappointed with the treatment that I have from the casino. I hope that I have answer from you soon and thank you for looking for a solution to my problem. I’m waiting for your(or the casino’s) answer.

Dear all,

Please be informed that the customer's account was closed in accordance with the following point of the website's Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Please be informed that the decision was taken due to a notification received from the customer's bank. 

We will provide Michal with the pertaining evidence via email shortly.

Best regards,

Casinia team

I know that you close my account and it’s under review but you didn’t send me the money in my bank account. Maybe the bank told you that you can’t send me the funds(5500€ and 1224.94€) in my card because it’s credit card and that’s why I ask you to send me the money in my bank account.

Dear Ioannisleon,

As has been mentioned above by the casino team, there were some discrepancies found in some of your deposits. A notification from your bank has also been received by the casino team, which led to the necessity of further investigation. I'm still waiting for some additional information from the casino team, but at this point, it appears that you are eligible to receive only your most recent deposits back.

I hope to provide more information soon.

I contact my bank when they told me that the withdrawals are completed but from my bank they told me to contact the casino. I have the statement with all my transactions with the casino and I don’t have only two deposits with them of 20€ and 30€ but a lot of more before I ask for withdrawals. How is possible to everything was fine before I win and ask for withdrawals(5500€ and 1224.94€) and after that I only have to get back two deposits (20€ and 30€)???

Dear Ioannisleon,

I understand that you might have deposited far more than "just" €50, but as all your previous deposits have been fairly depleted by your gameplay, these can't returned back.

As I've mentioned, I'm still waiting for some additional information from the casino team, but at this point, it appears that you are eligible to receive only your most recent deposits back.

Just inform other people to stay away from those "thieves"! As I say when you lose everything is fine. When you have winnings the casino decides to close your account, to refuse to pay your winnings and to pay back to you only the last deposits. Sounds very "fair" for the players.

Just let me know if the casino is going to payout the rest money(the two withdrawals of 5500€ and 1224.94€ except the last deposits) when they finish their investigation about my deposits.

Dear Michal, if I have understood correctly, my account was closed in order to carry out further investigations regarding my deposits and this resulted in the withdrawals I requested and which could not be paid to me due to the investigation. I would like to know if I will receive my money when they complete the process and if they want any statement about the deposits.

I think I fully understood the situation as I said above. I'm sorry for my way, but I'm very upset with this whole situation and I want to know if the casino will pay me after the check on my deposits is over.

Hey Ioannisleon,

I'm sorry to say that I'm still waiting on some extra info from the casino team, which is why I am unable to give you a definitive answer at this time. I trust that the investigation will be concluded soon.

I understand and like you I still wait from them an answer about my money and if they are going to pay me. If I can help with the investigation let me know.

Good morning to everyone. I am adding one more update to see if I can help in the whole process. Regarding the research on the deposits (some were not completed by the bank), I was also contacted by the bank to confirm that I made the specific transactions and I confirmed that I had made the specific transactions. Later, when I was informed by the casino that the withdrawals were canceled by the bank(my provider), I contacted them again, however, because the withdrawals were greater(5500€ and 1224.94€ total 6724.94€)than the limit of the card, I had to request the withdrawals to my bank account and the casino told me the same and this it happened and at the same time I had sent to the casino all the necessary documents that they asked me for to identify my account. Since then my account is under investigation and it was closed by the casino without the withdrawals being completed as they told me because they have a pending investigation of the deposits with the bank.

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.

Hello again dear Michal. This casino is very overrated and their behavior and communication is really bad. I did what they asked me to pay my money but they lied to me and they don't inform me about the situation. I hope, until the end, from the casino to act humanely and pay my money.

Thank you for all your emails with information and supporting evidence, Casinia Casino Team.

Dear Ioannisleon,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

As was mentioned above by the casino team they have received a notification from your bank in regards to discrepancies with your deposits. The casino mentioned this in its terms and conditions to which you agreed when opening your account.

Account balance, depositing and withdrawing funds

6.4 By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy of chargebacks or recalls such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru