Complaint #103 Casinia Casino

Formal Complaint Repeated Cancellation of Withdrawals Without Valid Explanation

By Tamara P.

7 months ago

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 >

Disputed Casino Casinia Casino

Reason Declined payment

Amount $1000

Discussion

AskGamblers

• Support Team

7 months ago

Dear @DoctorSocial,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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

7 months ago

Dear DoctorSocial,

Thank you for your patience while we investigated the issues regarding your recent withdrawal attempts. We understand that repeated cancellations can be frustrating, and we would like to provide you with the specific technical feedback we received from our payment processors.

1. Bank Transfer Rejection Your latest withdrawal request was rejected with the error: invalid_creditor_account. This typically indicates a discrepancy in the banking details provided. We kindly ask you to double-check that the IBAN/Account Number and SWIFT/BIC codes submitted are correct and that the bank account is currently operational and not closed or restricted.

2. Card Withdrawal Rejection Regarding the attempt to withdraw via your bank card, the transaction was unsuccessful due to a direct refusal from your issuing bank. Unfortunately, banks occasionally block incoming transactions from gaming platforms based on their internal policies.

Next Steps:

-Verify Details: Please confirm your banking details are 100% accurate.

-Contact Your Bank: We recommend reaching out to your bank’s support team to ask why they refused the incoming card credit.

-Alternative Methods: If the bank continues to refuse the transaction, you may wish to try an alternative withdrawal method available in your cashier section.

Thank you for your cooperation.

Best regards,
Casinia Team

DoctorSocial

• New Zealand

7 months ago

Casinia keeps canceling my withdrawal over and over again. This has happened repeatedly, and they still have not provided the documents or explanations I have asked for to resolve the issue.
This clearly shows they are not acting in good faith. If there was a real problem, it would have been addressed by now. Instead, they continue to cancel my withdrawals without valid reasons and without cooperating.
I am asking AskGamblers to please step in and help resolve this matter. At this point, Casinia should be investigated, as this pattern of behavior is extremely concerning.
Please consider taking action against this casino so other players do not go through the same experience.

DoctorSocial

• New Zealand

7 months ago

I was on a call with my bank this morning and they checked everything while I was on the phone. They confirmed that no payment was ever attempted, rejected, or cancelled by them or by my payment provider.
My bank has asked me to request some specific details from you, because nothing relating to this withdrawal exists on their system.

They need:
• The payment processor used
• A transaction reference or ARN
• The date and amount the withdrawal was sent
• Confirmation that the funds left your system
Please stop saying that my payment provider cancelled this withdrawal that isn’t correct. A bank can’t cancel a payment that was never sent.
If you’re not able to provide the details above, then the withdrawal hasn’t been processed on your side. In that case, please escalate this to your payments or compliance team and confirm when the withdrawal will be completed…

At this point, this raises serious concerns, as it would appear that customers are being told payments were sent when they were not.
That is something that could be viewed as misleading or potentially fraudulent activity and would clearly warrant further investigation.

I would like this escalated to your payments or compliance team immediately and a clear confirmation of when my withdrawal will be completed…

Casinia Casino Complaint Stats

Resolved 59 / 62

Avg. Amount $13,010

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Slotsia (48)

Casinia Casino Complaints

See all complaints for this casino

Delayed withdrawal since August 20th

Casinia Casino – $300 NZD withdrawal repeatedly delayed and no meaningful assistance from support

I am seeking assistance regarding a $300 NZD withdrawal from Casinia Casino which I have been attempting to receive since 20 August 2026.

I initially requested the withdrawal to my Visa card. Casinia subsequently advised me that their records showed the payment provider cancelled the withdrawal on 20 August.

I then attempted to withdraw the funds via bank transfer/wire, but I was unable to complete the withdrawal using this method. I contacted Casinia support and was told that the relevant team would contact me to resolve the issue. Nobody contacted me.

On 24 August 2026, I therefore submitted a new withdrawal request for the $300 NZD via Skrill.

That withdrawal remains listed as “under review.”

I have contacted Casinia support repeatedly seeking an explanation and assistance. Unfortunately, I have largely received generic/scripted responses rather than a specific explanation for why my withdrawal remains under review or what is required from me to complete it.

I have not refused or failed to provide any information requested by Casinia. If verification or additional documentation is required, I am willing to provide it immediately. I simply want Casinia to tell me what is required and process my withdrawal.

I also lodged a formal complaint directly with Casinia three days ago. I acknowledge that their internal complaints process may still be within its stated response period, but the underlying withdrawal issue predates that complaint and remains unresolved.

My concern is therefore not simply that a withdrawal has taken several days. The sequence has been:

20 August: Visa withdrawal cancelled by Casinia's payment provider.

Following this: Attempted to arrange bank transfer; Casinia support advised that their team would contact me to resolve the issue, but nobody contacted me.

24 August: $300 NZD withdrawal requested through Skrill.

30 August: Skrill withdrawal remains “under review,” with no specific explanation or resolution provided.

I am asking Casinia to:

Process my $300 NZD withdrawal without further unnecessary delay; or
Clearly identify the specific reason preventing the withdrawal and tell me exactly what action or documentation is required from me.

I can provide screenshots of the pending withdrawal and my communications with Casinia support if required.

Thank you for your assistance.

30h left

$300

Withdrawal delay with Casinia

Hi Ask Gamblers,

I have an issue with Casinia Casino with my withdrawal. 117 € has been now pending unitl last Friday 24th. They claim to be very busy with ongoing transactions. Not a big deal however...

However this is happening in each of casinos on this brand. Spinanga, Malina and Ally Spin.

BR,

Jari

Resolved

€117

Delayed payment

I am writing to inquire about my payment of 1,500 PLN, which was scheduled for July 7th. Today is July 13th, and the funds have still not arrived in my account.According to your standard procedures, the processing time should take up to 3 days. However, it has now been nearly a week of delay.Could you please urgently check the status of this transfer and inform me when I can expect the money?

Resolved

zł1,500

I have crypto verification issues

I am unable to withdraw $10,561.83 in winnings from my Casinia account. The casino has neither paid the funds nor given me any workable way to complete verification.

I funded the account using cryptocurrency from a self-custody Exodus wallet, and I won the balance through fair play. When I requested my withdrawal [on or around [date], if known], Casinia asked me to upload "proof of account ownership" for the crypto wallet. The difficulty is that Exodus is a self-custody wallet — it holds no account in anyone's name and issues no document showing an account holder's name. The specific document they are asking for therefore does not exist for this type of wallet.

I have repeatedly asked Casinia what alternative proof they will accept, and I have offered to provide what is actually available: screenshots from my Exodus wallet showing my wallet address and the exact transaction I sent to Casinia, including the transaction ID, which is independently verifiable on the blockchain; and a screenshot of my wallet open alongside my logged-in Casinia account, to establish that the wallet is in my possession. Casinia has not told me whether any of this is acceptable, and has given me no guidance whatsoever on how to complete verification or withdraw my funds.

I have contacted customer support multiple times. On at least five separate occasions I was told my case would be sent "with urgency" to the relevant department, which would then contact me. No one has ever followed up, and my direct questions go unanswered.
I want to be clear that I am not refusing verification. I am willing to prove ownership of the wallet by any reasonable, standard method. I am asking that Casinia either accept the standard proof I can provide, or tell me precisely what they require, and then process the withdrawal of the $10,561.83 owed to me.

Unresolved

$10,562

Unwanted marketing received

Casinia casino continuously sends me marketing by email and SMS even though I have asked them to stop it multiple times. Unsubscribing will not stop it either. They have promised several times to stop it yet I still receive the spam from them. I demand them to explain me whether they are unwilling or incapable of stopping it. I also demand them to stop all marketing immediately. Attached some emails with them and an SMS marketing that I got from them today.

Resolved

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

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 >

Resolved