Complaint #37
Casinia Casino
1233 euros stuck on account for months
2 years ago
My Casinia account used to be verified. I sent them an email to support requesting address change on 4th of October 2023, as I moved to Thailand, but got no answer. After a successful withdrawal my account verification was suddenly canceled and I got response to the 4th october email that asked me to login without any encryption services and provide the explanation to a deposit in my bank statement provided for the verification.
I did as told and replied to the email on 29th of October.
On 30th of October I got a reply asking me to upload the address verification documents again via the website. The website verification upload had an issue though and I wasn't able to get anything uploaded, trying with multiple browsers and different device. I replied them on 31st of October stating the issue and attaching the documents to the email instead.
I got no response for a while and asked for updates on 5th of november. The verification upload on website still wasn't working. I contacted the live chat the same day and they said they coulnd't find the previous email thread with the attachments and asked me to send a new support email with the verification documents. I did as told.
Over the next weeks I reached out to live chat to check the status of the verification and was told to wait multiple times until on 1st of December I was told by live chat that they coulnd't find the previous email with verification documents again and asked me to resend the address proof document via email.
On December 5th, I emailed them again for updates. I got response on December 15th asking me to provide more proof of my residency in the new country. They also told me that my rental slip including my electricity bill wasn't sufficient for address verification. They said they don't accept hotel invoices. I stay in a apartment building, not in a hotel and this rental slip had also my monthly electricity bill in it. So I responded to them the same day providing all the other requested documents, passport visa page and the picture page. I also told them in email that the rental slip is not from a hotel and should be sufficient, as it also includes my electricity bill.
I got no response so decided to send reply to the email on December 18th and included also a bank statement that proves the same address. In the previous email they mentioned that Bank statement would be a sufficient proof of address.
I got a response on December 19th asking me a reason and duration of my stay in Thailand. I responded on December 20th that I live and work in Thailand with no set date of moving back. My Visa provided in the previous email also proves that, it's a 2 year visa.
I got no response for a while and asked for updates on December 27th. After live chat telling me to wait multiple times, they told me on 10th of January that they lost my emails and verification documents again and that I should send a new email with all the requested documents. I sent an new email the same day including all the documents, including my bank statement.
No response for a while again and when checking updates via live chat, they asked me to wait. On 22nd of Januray I got an email response stating that my documents had been forwarded to the verification team. On February 12th I got a response from the verification team telling me that I need to upload the documents via website. Back to square one. I responded to them telling that the website verification upload is not working for me and that I've been asked to send the documents via email. Also the bank statement PDF is password protected, so even I could upload it via the site verification, there's no way for me to provide the password.
I got no response to that email.
Now seems they've fixed something in the website verification upload and I was able to upload documents again. I removed the password protection from the bank statement PDF and uploaded it via the website. But after some days it was was cancelled with no reason visible in the website UI. I contacted the live chat and they told me that the reason of verification rejection is not visible to them and that the support will contact me via email.
I have not received any email from them for over a week again.
I've provided all the emails in the attachments but there's been may more live chat sessions between these emails that I have no recordings of.
I have 1233,86€ stuck on the account since October and it seems impossible to get the account verified.
I did as told and replied to the email on 29th of October.
On 30th of October I got a reply asking me to upload the address verification documents again via the website. The website verification upload had an issue though and I wasn't able to get anything uploaded, trying with multiple browsers and different device. I replied them on 31st of October stating the issue and attaching the documents to the email instead.
I got no response for a while and asked for updates on 5th of november. The verification upload on website still wasn't working. I contacted the live chat the same day and they said they coulnd't find the previous email thread with the attachments and asked me to send a new support email with the verification documents. I did as told.
Over the next weeks I reached out to live chat to check the status of the verification and was told to wait multiple times until on 1st of December I was told by live chat that they coulnd't find the previous email with verification documents again and asked me to resend the address proof document via email.
On December 5th, I emailed them again for updates. I got response on December 15th asking me to provide more proof of my residency in the new country. They also told me that my rental slip including my electricity bill wasn't sufficient for address verification. They said they don't accept hotel invoices. I stay in a apartment building, not in a hotel and this rental slip had also my monthly electricity bill in it. So I responded to them the same day providing all the other requested documents, passport visa page and the picture page. I also told them in email that the rental slip is not from a hotel and should be sufficient, as it also includes my electricity bill.
I got no response so decided to send reply to the email on December 18th and included also a bank statement that proves the same address. In the previous email they mentioned that Bank statement would be a sufficient proof of address.
I got a response on December 19th asking me a reason and duration of my stay in Thailand. I responded on December 20th that I live and work in Thailand with no set date of moving back. My Visa provided in the previous email also proves that, it's a 2 year visa.
I got no response for a while and asked for updates on December 27th. After live chat telling me to wait multiple times, they told me on 10th of January that they lost my emails and verification documents again and that I should send a new email with all the requested documents. I sent an new email the same day including all the documents, including my bank statement.
No response for a while again and when checking updates via live chat, they asked me to wait. On 22nd of Januray I got an email response stating that my documents had been forwarded to the verification team. On February 12th I got a response from the verification team telling me that I need to upload the documents via website. Back to square one. I responded to them telling that the website verification upload is not working for me and that I've been asked to send the documents via email. Also the bank statement PDF is password protected, so even I could upload it via the site verification, there's no way for me to provide the password.
I got no response to that email.
Now seems they've fixed something in the website verification upload and I was able to upload documents again. I removed the password protection from the bank statement PDF and uploaded it via the website. But after some days it was was cancelled with no reason visible in the website UI. I contacted the live chat and they told me that the reason of verification rejection is not visible to them and that the support will contact me via email.
I have not received any email from them for over a week again.
I've provided all the emails in the attachments but there's been may more live chat sessions between these emails that I have no recordings of.
I have 1233,86€ stuck on the account since October and it seems impossible to get the account verified.
Screenshot
