Request for refund due to gambling addiction and inadequate response to account closure requests

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:

1. Process my $300 NZD withdrawal without further unnecessary delay; or
2. 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.

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,

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 >

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