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Hello, I've been waiting for two withdrawals since the 18th and 19th respectively. Every time I chat with live support, they always say the same thing, that it's being processed and the withdrawal status never changes. I have never seen a casino that processes in this manner or takes this long to pay. Looking at the opinions of other users, I'm beginning to doubt I will ever receive my funds. It seems that they're just waiting for you to play more and lose, thus avoiding any payout. This is a perfect business model for them - they never lose. This should certainly be illegal. In fact, I believe it is.

I wanted to find a solution, either peacefully or by force if necessary, by providing all the information to the DGOJ SPAIN.

Buenas llevo esperando dos retiros desde el día 18/19 respectivamente, siempre me dicen lo mismo por el chat en vivo que se está procesando y nunca cambia el estado del retiro, nunca he visto un casino que haga este tipo de procesamientos y que tarde tanto en pagar, jamás he visto uno así, viendo las opiniones de los demás usuarios pienso que ya no cobraré nada y que lo que quieren es esperar a que lo juegues y lo pierdas para así no pagar nada, con lo cual es un negocio redondo , jamás pierden, esto debería de ser ilegal, más bien lo es.

Queria buscar una solución o por las buenas o las malas, aportando toda la información a la DGOJ ESPAÑOLA

Dear adriancm97,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good afternoon, this casino has not asked me to verify anything, because the method it uses for deposits tells me that it does not require verification on my part and the withdrawal method is the same, since for deposits I use paysafecard and for withdrawal an account bank, on the casino page it tells me that I do not need to verify anything, thank you for responding quickly

Buenas tardes, este casino no me ha pedido que verifique nada, porque el método que use para los ingresos me pone que no requiere verificación por mi parte y el método de retiro igual, ya que para los ingresos use paysafecard y para el retiro una cuenta bancaria, en la página del casino me pone que no necesito verificar nada, gracias por contestar con celeridad

I fully understand your frustration, adriancm97. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good morning, as of today I have not received any withdrawals yet, I canceled the one on the 19th and I have made two more withdrawals, on the 26th/27th respectively, I must say that I still have the one on the 18th that still has not arrived as I mentioned above, I will continue waiting for a greeting

Buenos días, a día de hoy aún no me ha llegado ningún retiro, cancelé el del día 19 y he realizado otros dos retiros más , día 26/27 respectivamente, he de decir que aún mantengo el del día 18 que sigue sin llegar como comenté más arriba, seguiré esperando un saludo

Thank you very much, adriancm97, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear adriancm97, 

My name is Katarina, and I will be assisting you in solving this case.

Now, I would like to invite Casinia Casino representative to join this conversation. 

Dear Casinia Casino, could you please provide more information about this case? 

Looking forward to your reply.

Good morning, I have already received the first payment, I still have two more left but they have been made later, thank you very much for your attention

Buenos días, ya he recibido el primer pago, aún me quedan dos más pero que se han realizado más tarde , muchas gracias por la atención

Dear adriancm97, 

I am glad to hear that part of your money has arrived. I will keep this thread open until you confirm all of the funds were successfully deposited to your bank account.

Dear adriancm97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I was waiting from last Monday until Friday and they did not pay, I canceled the withdrawal and did it again on Friday, I will wait until next week or the next

Buenas estuve esperando desde el lunes pasado hasta el viernes y no pagaron, cancele el retiro y lo volví a hacer el viernes esperaré hasta la semana que viene o la próxima

Dear adriancm97, 

thank you for the update on the situation.

Dear Casinia Casino,

is there any reason why adriancm97 has not received his withdrawal, please?

It is a casino where they take a long time to pay, the first withdrawal took me 10/11 days, then this past Monday I made another withdrawal and waited until Friday and it did not arrive, I canceled it in case there could be a problem and returned it to be done, I will wait 10/11 more days otherwise I will make another complaint again

Es un casino en el que tardan mucho tiempo en pagar, el primer retiro me tardo 10/11 días, luego este lunes pasado hice otro retiro y esperé hasta el viernes y no me llegó, lo cancele por si pudiese haber algún problema y lo volví a realizar , esperaré 10/11 días más sino volveré a poner de nuevo otra queja

Dear adriancm97, 

thank you for the information you shared. My advice right now would be to wait for the casino to reply and also stop canceling your withdrawals. If you were told to wait 10-11 days, those are more likely business days, so it could actually be over 2 weeks until you receive your funds. Please try to be patient.

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.

Dear all,

As we see the last 3 withdrawal attempts were canceled by the customer before we had the chance to process them.

Subsequently, the funds were fully played down, and the account currently has no withdrawable balance.

Please let us know if we can be of more help.

Sincerely,

Casinia Administration

Dear Casinia Casino,

thank you for your response.

Dear adriancm97, 

can you please confirm or deny the above statement? Have you played all of your funds?

Dear adriancm97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because adriancm97 has stopped responding to our messages and questions. Without adriancm97 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.