Complaint #37 Casinia Casino

1233 euros stuck on account for months

By wakesec

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.

Disputed Casino Casinia Casino

Reason Verification issues

Amount €1233.26

Discussion

AskGamblers

• Support Team

2 years ago

Dear @wakesec,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casinia Casino

• Representative

2 years ago

Dear Customer,

Thank you for your cooperation.

We would like to inform you that your account on Casinia was verified on 17.04.2024.

Best regards,
Casinia.com

wakesec

2 years ago

The most official proof I can give you (gave you) is the 1 year non-immigrant international business visa that you asked for and I already sent you twice.
It’s sufficient for Thai government and immigration. It’s sufficient for my own home country to prove my residency in Thailand so I’m sure it’s a sufficient proof for an online casino.

I’m not sure what other “ID” you want me to provide as you already know that I’m not a Thai citizen but I only live there and I’m official resident in Thailand. All my ID’s and passport are from my home country.

Casinia Casino

• Representative

2 years ago

Dear Customer,

Thank you for submitting the documents.

In order to proceed, we would like to ask you to provide us with a residence permit from Thailand or any other ID from there. Thank you in advance.

Best regards,
Casinia.com

Casinia Casino Complaint Stats

Resolved 56 / 58

Avg. Amount $13,716

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casinia Casino Complaints

See all complaints for this casino

Withdrawal delayed over 10 days

I have been with Casinia for a year, and my VIP level is 3. I have put a withdrawal request on 22nd April 2026 for 500 EUR on the same bank card that I used the deposit for and it's still under review with no end in sight (Today's date 30th April 2026). Their processing time for the same is 3 business days. I have spoken to my VIP manager and customer support many times and they give me vague answers like "the finance department is facing many requests so there is a delay, and you will have it soon." But isn't that the casino's responsibility to hire more people if they are having this problem? How is this billed on the player?

I have also preemptively sent them emails about my ID, address and the works in case verification is an issue, they said that they don't need any verification from my account at the moment and a note has been placed on my account with the email in case they need it. Please help me out.

Resolved

€500

Long treatment withdrawal period

Hello,

I am contacting you regarding a problem with Casinia Casino.

I have been a player for a year and have VIP status 3.

Until now, everything was fine, with payments arriving in approximately 48 hours.

Following a large win, I would like to withdraw my balance of €21,000.

I have several withdrawal requests that remain in verification status.

February 18th: €800

February 19th: €800

February 20th: €800

Normally, these are processed within a maximum of 3 days.

It is now February 26th.

I have contacted the chat several times, always receiving the same response: "Sorry for the delay, we have requested an expedited process from the finance department."

I would like clear answers about what is happening.

Sincerely,

Resolved

€23,500

Formal Complaint Repeated Cancellation of Withdrawals Without Valid Explanation

I am writing to formally complain about Casinia Casino’s repeated and unexplained cancellation of my withdrawal requests, despite my account being fully verified.

I have attempted multiple times to withdraw my winnings, and each withdrawal has been cancelled without a valid reason. On every occasion, your support team reassured me that everything was in order and that I did not need to worry, only for the withdrawal to be cancelled again afterwards without any explanation.

Initially, Casinia claimed the issue was related to my banking method, so I followed your advice and changed my withdrawal method to bank transfer. I then submitted a new withdrawal request of $1,000 via bank transfer. I was told by Casinia support that if this withdrawal were to be cancelled again, it would be due to my bank.

To rule this out, I contacted my bank directly. My bank confirmed that they do accept transactions from online casinos via bank transfer, and that there were no rejected or failed incoming transactions on their side. They also clarified that they do not accept casino payouts via Visa debit transfers, which contradicts the explanations provided by Casinia.

Additionally, I submitted my government-issued ID and driver’s license as requested and complied fully with all verification requirements. At no point have I been informed of any outstanding verification issues or missing documents.

Based on the above, it appears that Casinia is providing misleading and inconsistent information regarding the reason for my cancelled withdrawals. I have not been given a clear, documented, or legitimate explanation for why my legitimate winnings are not being paid.

I am formally requesting:

A clear written explanation for the cancellation of my withdrawals

Immediate processing and payment of my verified winnings

Full transparency regarding any alleged issues with my account or withdrawal method

If this matter is not resolved promptly, I will escalate this complaint to the appropriate regulatory authorities and independent dispute resolution platforms.

I expect a written response and resolution without further delay.

Sincerely, < first name removed >

Resolved

$1,000

2 month 400 EUR withdrawal delayed

Hi,

I've been waiting to receive the funds from my account with Casinia for two months.

My account was put under review and closed, and since then, I've been in contact with them, but they aren't answering my emails.

The only thing I've gotten after making an internal complaint with them was for them to ask for my bank details, even though I deposited via crypto. So I sent them my USDT address, which they have passed along to the relevant department, but still no answer.

I've been waiting two months for the withdrawal of 400 euros, and this is just too much time

Resolved

€400

Withdrawal withheld after account closure

On December 20, 2025, I requested two withdrawals from my Casinia account:
• CLP 700,000
• CLP 800,000

Both withdrawals were confirmed by official emails from Casinia on the same date, stating that the requests were accepted and would be processed by the Financial Department.

After these withdrawal requests, Casinia closed my account citing an “administrative decision.”

Despite submitting all requested identity verification documents, my withdrawals have not been paid. Casinia has provided no payment date and no Terms & Conditions clause justifying the retention of my funds.

I contacted Casinia multiple times via email, including a formal written request, but received no response.

The withdrawals were clearly requested and accepted before the account closure.

I am requesting AskGamblers’ assistance to recover my funds, which are being unjustly withheld.

Total amount withheld: CLP 1,500,000

Evidence: Withdrawal confirmation emails dated December 20, 2025 (attached)

Resolved

$1,500,000

Casinia Casino refuses to pay my verified winnings despite full evidence

Dear AskGamblers team,

I am submitting this formal complaint regarding an unresolved issue with Casinia Casino.

On 10.10.2025, I placed two roulette bets that resulted in clear winnings according to the game multipliers:

• $5 on number 18 × 250 = $1,250 (they credited only $125)

• $10 on number 15 × 750 = $7,500 (they credited only $300)

I immediately contacted the casino via live chat and email, providing screenshots, timestamps, and full evidence of both winning rounds. Despite multiple follow-ups over several days, I received only generic responses such as “your case is under review,” with no real action taken.

As a VIP Level 5 player who has wagered over $100,000 in the last two months, I find this unacceptable. The error is evident and verifiable. I have attached all screenshots showing the exact time, date, and round details.

It is worth noting that Casinia has a documented history of paying similar cases only after formal escalation on public platforms like AskGamblers and Casino Guru. I am therefore requesting your assistance in ensuring this case is reviewed transparently and that my rightful winnings are released immediately.

Thank you for your time and support.

Best regards,

< personal information removed >

Did not receive withdrawal manually

I've been waiting on a withdrawal from this operator for around 3 weeks.

They closed my account but said my full balance has been manually refunded.

They didn't process a large portion of my account balance yet, though, around 4000 USD.

I emailed them and confirmed the details of where to send the funds, and they said they are processing it, but that was many weeks ago.

I would like an update on when I will receive my withdrawal.

I have attached email correspondence, but have not received a response from them for several days now.

On live chat, I asked today, and they said they need more documents; however, they have not asked for any via email, and I cannot access my account to check anything.

Resolved

$4,000

Verification problems

I'm here to share a tremendously unfair case with you.

Hi, I need to send documents to verify my account. They're asking me to send the verification documents through my verification tab in my account, but I CAN'T access my account. They keep telling me everything is fine, but when I try to log in, it says my account is under review, so I CAN'T access my account and I CAN'T send any documents.

Then, they ask me to verify proof of deposits made at the casino. But I have no way of knowing what deposits I've made, since to find out, I'd have to review my account's deposit history to find out the date and then go to my MEXC wallet and take screenshots. But since I CAN'T access my account, it's impossible for me to send any documents.

And finally, they're asking me for proof of ownership of my wallet. I've spoken with MEXC, and they tell me they don't offer any similar service or documents, and that I can't send anything since they don't offer them. I've posted screenshots of my conversations with MEXC agents in which they say it's impossible, since cryptocurrencies are anonymous and my name isn't listed anywhere on that account!

This is truly unfair treatment. You're lying to my face and playing me.

Resolved

€2,000

Technical error Casinia

I've been waiting since January for a decision regarding the payout of the guaranteed jackpot prize. I drew two red balls, giving me half a million. I pressed another ball, and the game froze, with a technical error, which I'll share in screenshots. I checked the Posido casino, drew three green balls, and the amount was allocated. I continued playing. I reported the issue in the online chat, checked my cookies, and then sent an email with the information the casino requested.
In online chat, I received information that it was very possible I had won the top prize, which is why there was a bug in the game. Since then, the game has been inoperable at that casino. In February, I was informed that the issue was being addressed by the game provider and that I would receive an official response regarding the assigned top prize. Since then, nothing has happened.
The casino sent the case to the game provider requesting a prize. I contacted them via chat, but the consultants kept leaving the chat, access to my data was blocked, and I received no replies to my emails or didn't see anything. I was informed that I had to re-enter the game – the slot machine was removed from the casinos when I reported my information to the game provider. I haven't received any official response or compensation from the casino. Please help.
February: Official complaint - silence. In May, the matter was reported to Curacao, but there was no response. Therefore, I am asking for your help. I wrote to the game provider on LinkedIn, but they read it and didn't respond to my email, and there was no response either. The situation is similar to the one in Legiano, but the stakes are lower. I checked the game at another casino, and the same thing happened after the fact, and everything worked fine until the slot machine was in the casino. So, it's not a phone problem, but clearly a deliberate move by the casino.

Resolved

zł8