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Casinia Casino - Stalling a payment of €4380.90 for over 10 months!

RESOLVED
Complaint Info
Disputed casino Casinia Casino
Reason Delayed payment
Amount € 4380.9
Posted on September 22, 2018

I’ve decided to write here because I’ve reached the end of my patience. Last year I won €4380.90 playing slots at Casinia. I made a withdrawal for the full amount and provided all my documents which were all approved. Weeks passed and I was not paid. I kept withdrawing and the funds kept bouncing back. This happened several times usually without explanation.

All my withdrawals were cancelled. I would go into the withdrawal section and the maximum amount the system allowed me to withdraw would change as the months passed. At one point the max withdrawal was €2500. I cashed that out and it was cancelled. Then the max withdrawal changed to €1000. I cashed that out and they cancelled it. Casinia then contacted me saying that I must split my withdrawal into €500 increments. Nowhere in Casinia’s terms and conditions did it say that they have the right to do this when someone wins. And even now it says in the withdrawal section that the maximum withdrawal is €1000 so I don’t understand why they say this. Nonetheless I made the €500 withdrawal. Over 3 months later that €500 is still pending.

If you win at Casinia they do not pay. They hold onto your money and constantly cancel your withdrawals hoping that the player will just give up and gamble it back. I doubt they have any intention to pay me at all. This is because it has been nearly 10 months and now and after many withdrawals I have not received a penny. I ask that Casinia stop this and show some professionalism. Because of the amount of time that has passed I ask that Casinia pay me my winnings in full so that we can all move on from this.

Posted on September 4, 2018

Dear valued customer,

We regret to hear you had bad experience while playing at our Casinia project.

The withdrawals are processed according to the individual schedule which is composed in accordance with your monthly limits which depend on the status of your account.
Also, according to Casinia general Terms and Conditions, paragraph 6.15, requests to withdraw funds are worked through by the Financial Department after the account is verified through the provision of documents that confirm its holder’s identity.
The financial department had received your documents, and your gaming session was sent to the risk department in order to check it additionally. It was decided by our risk department to request in addition such documents: A screenshot of the transaction history of your Neteller wallet for the last 3 months, which should confirm that you top up your e-wallet using real payment methods (bank account/credit card) which belongs to you. Also, your ID Card and a selfie.
So we want to reassure that your withdrawal will be processed as soon as full account verification is passed, so we would like to kindly remind you that we are waiting for the document requested by the Financial Department.

Best regards, Administration of Casinia Casino.

Posted on September 4, 2018

I think Casinia's answer demonstrates the problem:

"The withdrawals are processed according to the individual schedule which is composed in accordance with your monthly limits which depend on the status of your account."

And so the individual schedule that Casinia has composed for me is the 10 month per 500 Euro withdrawal schedule?? It may seem like a joke but it's a serious question.

Casinia then asks me for 3 months worth of my transaction history. I will provide this when I am able but it's clear that if someone joins Casinia not only will they be stalled for months but they will have their privacy breached. From my point of view a very shady casino has asked me for months of my private transactions which have nothing to do with them. I'm sure Casinia have their reasons to ask but those reasons do not justify this request. I doubt any casino of decent standing requests this or follows a 10 month per withdrawal pay schedule.

Casinia has also asked me for my identity. Why did they not email me asking this before? Why has their risk team only decided to ask this months later when a complaint is made on this site? And what makes the request ridiculous is that I have already provided them with all of this. All my photos were approved months ago so why are they asking for this again? My account was verified and I have the email from them which proves this. So they are now wasting my time asking for this again. Casinia will do anything to delay payments to their customers. I claimed this in my initial complaint and all they have done is prove my point with their answer.

Posted on September 6, 2018

Dear valued customer,

Thank you for your reply.
When you have made your first withdrawal request (in 2017), the Financial Department has requested the necessary documents and verified your account, with an email notification. 8 months later, we have received a new withdrawal request from you and the Risk Department re-checked your account and the game session for the specified period. Based on the results of the audit, it was decided to request additional documents.
According to our Casino General Terms&Conditions:
4.4 You must provide us with all of the necessary information that the Casino may request in order to manage your account. This includes, but is not limited to, verification of your identity, notary-signed documentation, verification of your address, proof of rent payments, banking requisites, and notes from banking accounts. You must provide these documents immediately after the request is made.

As soon as all the required documents are received and processed by the Financial Department, all of your withdrawal requests will be processed in a timely manner.

Best regards, Administration of Casinia Casino.

AskGamblers
Posted on September 8, 2018

Dear @MariaDeJesus,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on September 11, 2018

I am getting all the material together and will be able to send everything to Casinia in the next few days. I've been very busy at work and was not at all expecting this request from Casinia since they have approved all my documents before.

I would like to add that they say they are doing this because 8 months later they receive a new withdrawal request from me. They say this as if it is a fair reason. But the only reason I make a new withdrawal request is because Casinia ignores me for months and cancels all my withdrawals even when I cooperate with them. So according to Casinia every time I make a withdrawal that is cancelled and then try again it is a new request and so they can keep delaying payment with new checks? This is crazy. Actually it is not acceptable for a casino to behave like this.

It doesn't matter anyway. I will continue to cooperate with Casinia and now in public. I will update as soon as I send everything.
Thank you

Posted on September 12, 2018

Thank you for your reply and cooperation.

Casinia team is waiting for you to provide the required documents and will be glad to check everything immediately. You will be informed about your verification as soon as possible after review.
Dear @Askgamblers Team, we will keep you updated regarding this case.

Best regards, Administration of Casinia.

AskGamblers
Posted on September 14, 2018

Dear @MariaDeJesus,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

AskGamblers
Posted on September 22, 2018

Upon player's explanation provided as of why exactly the player did not update complaint thread in a timely manner, AskGamblers Complaints Team is granting another chance to the player by reopening complaint. AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

MariaDeJesus Portugal
Posted on September 23, 2018

Thank you for reopening the complaint. I have sent everything that Casinia has asked me. 3 months of my payment history with the front and back of my ID card and a selfie. I hope that this can be resolved soon.

Posted on September 24, 2018

Dear valued customer,

Thank you for your response.

We have received the requested documents and they are under review by our Financial Department. We will update you, as soon as your documents are processed or any additional information is needed.

Best regards,
Administration of Casinia Casino.

Posted on September 26, 2018

Dear valued customer,

Thank you for providing us with all the required documents and information.

We are glad to inform you that your account has been successfully verified by our Finance Department.

From now on you can make deposits and withdrawals requests without getting through any additional verifications. Also, we are glad to inform you, that your first withdrawal in the amount of 500 EUR has been already sent. Please make new withdrawal requests, so we can also send you other winnings.

Best regards,
Administration of Casinia Casino.

AskGamblers
Posted on September 29, 2018

Dear @MariaDeJesus,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

MariaDeJesus Portugal
Posted on October 3, 2018

No. The issue has not been resolved. I was paid €500 of my win. Last week I withdrew the remaining €3880. And all of it bounced back into the casino account. The same problem as before is continuing. I have provided them with everything they asked for. And now twice. I have provided all my personal transactions as they asked. Casinia is not honouring player wins.

Posted on October 3, 2018

Okay Casinia emailed me. They asked me to split my withdrawal into several parts of €500. I have withdrawn the €3880 split into several parts like they advised. I hope that now this can be resolved and we can all move on.

Posted on October 4, 2018

Dear valued customer,

Thank you for your message!

The withdrawals will be processed according to the individual schedule which based on your monthly limits, depending on the status of your account. We want to reassure that your withdrawals will be paid out in the shortest time according to the cashout schedule provided.

Should you have any additional questions, please do not hesitate to contact our Support Team!

Best regards,
Administration of Casinia Casino.

AskGamblers
Posted on October 8, 2018

Dear @MariaDeJesus,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

MariaDeJesus Portugal
Posted on October 8, 2018

They have paid me another €1000. There is still €2880 which is showing as pending. I thank Casinia for beginning to cooperate and hope that the rest of these can be processed soon so that the complaint can be closed.

Posted on October 11, 2018

Dear valued customer,

We do keep our promises and you will receive all your money soon. All you need to do now is to wait.

Should you have any additional questions, please do not hesitate to contact our Support Team.

Best regards,
Administration of Casinia Casino.

AskGamblers
Posted on October 14, 2018

Dear @MariaDeJesus,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

MariaDeJesus Portugal
Posted on October 17, 2018

After nearly one year of constant emailing rolled back withdrawals and excessive paperwork requirements I have been paid. Based on how Casinia was behaving over that year I don't think it would have happened at all unless I had complained here. So thank you Askgamblers.

AskGamblers
Posted on October 17, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Casinia Casino Complaints

  • 5 of 5 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 25,665 USD avg amount

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