Casinia Casino - Игрок считает, что вывод его средств задерживается.

I made a request on March 17th for a withdrawal of 500 euros.

On the 20th I received the email with the withdrawal completed, usually the money is already in the account since they always do instant transfer, this time no, today, the 27th, they credited them back to my game account and they don't even let me put them back in withdrawal because the message to play the amount at least once appears, but they were already won money.

I have not played with any bonuses or free spins.

The account did not ask me to verify.

I hope for a quick intervention because I urgently need that money thanks

Ho fatto richiesta il giorno 17 marzo per un prelievo di 500 euro.

Il giorno 20 mi arriva la mail con prelievo completato,di solito i soldi sono già sul conto dato che fanno sempre bonifico instantaneo,questa volta no,oggi giorno 27 me li hanno riaccreditati sul conto gioco e non me li fanno neanche rimettere in prelievo perché appare la scritta di giocare almeno una volta l'importo,ma erano già soldi vinti.

Non ho giocato ne con bonus ne con free spin.

Il conto non mi ha chiesto verifica.

Spero in un intervento veloce perché ho bisogno urgente di quei soldi grazie

Dear Manuel87,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Manuel87,

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.