Withdrawal delay with Casinia

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?

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.

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.

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.

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)

Hello,
I am turning to AskGamblers because of your professionalism and your reputation for impartiality. Your assistance is essential in helping me resolve an issue with Casinia Casino, which is refusing to pay out a progressive jackpot of €495,010.61, won on September 17/2025, and is deliberately blocking the KYC verification process despite my multiple follow-ups and the repeated submission of all requested documents.

🔹 Context and Facts:

Account created on Casinia Casino on July 18, 2025, confirmed on July 21, 2025 (welcome email from [email protected]).

17 sept. 2025:
01:41 AM – I won the Jackpot Card progressive jackpot on the game Secret of Cairo, with a total of €495,010.61 (screenshot provided).
01:53 AM and 09:38 AM – I requested two withdrawals of €1,000 each.
3:00 PM – Casinia initiated a KYC request, asking for several documents, including:
Apple Pay transaction history from 17/08 to 17/09
Proof of funds / wealth
Proof of bank account ownership
Proof of ownership for credit cards ending in 6412 and "9952" (the latter does not exist)
________________________________________
🔹 Documents Provided (multiple times – on 17/09 and again on 20/09):
I submitted all requested documents multiple times, including:
Bank statements, IBAN, proof of card ownership (6412, 6247, 9341, 9950)
Salary certificate
Apple Pay payment screenshots
Complete transaction history
Most importantly, I clearly demonstrated that the card ending in 9952 does not exist. It appears to be a typo, likely referring to card 9950, for which I provided full documentation.
I reported this mistake via live chat on September 20, and again by email to [email protected] on September 26 – but I have received no reply to date. (All emails and chat transcripts are attached.)
Despite this, Casinia continues to ignore my emails and keeps repeating the same document requests, disregarding my explanations and the proofs already submitted.
For clarity:
My main card used for Apple Pay ends in 2052, issued by Nickel.
All other cards are single-use virtual cards issued from my Sumeria bank account.
Both accounts belong to me, and all cards are in my name. I have submitted proof of ownership for each of them.
________________________________________
🔹 Attempts to Resolve the Issue:
Between September 20 and today, I have sent multiple emails to both [email protected] and [email protected] – none have received a proper response.
On September 27, seeing that nothing had progressed, I resent all KYC documents again.

I also contacted live chat several times – each time I was told “your request has been forwarded to the relevant department/VIP manager” with no further details or action.
On September 28, I sent a formal complaint via email – still unanswered.
Even though I submitted all documents for KYC on 17/09 and again on 20/09, and despite two weeks of “pending verification” and no meaningful response, Casinia requested the same documents again on October 3, 2025 (proof of funds, card ownership, address, etc.) and continues to ask for the non-existent card 9952, despite the detailed explanation and evidence I provided.
________________________________________
🔹 Additional Notes:
On August 25, 2025, I was able to withdraw €500 to my bank account without any KYC checks, which raises serious questions about the sudden, inconsistent enforcement of KYC procedures.
As of now, the balance on my Casinia player account is:
€480,000.91
Two withdrawals of €1,000 each still pending

Total blocked funds: €482,000.91
This is a progressive jackpot, and the full amount should have been funded by the game provider.

As the legitimate winner, I hereby formally request:

What I Request:
- Validation of my KYC verification
- Full payment of the total amount (€482,000.91) to my newly opened bank account at La Banque Postale (I have opened this "La Banque Postale" account specifically for this occasion, as it involves a large sum of money, and I will send the bank details (RIB) to Casinia as soon as needed).
- I also demand that Casinia issues an official, signed confirmation letter including:
The exact amount owed: €482,000.91
The date of the win and confirmation it was a progressive jackpot
The game name: Secret of Cairo
The date of the planned bank transfer to my La Banque Postale account
A statement that Casinia will confirm the origin of funds to my bank upon request
- I respectfully request that AskGamblers does NOT close or mark this case as “resolved” until:
I have received the full amount in my bank account, and
I have personally confirmed receipt of the funds to AskGamblers.

I am fully willing to resubmit all documents if needed.
Once again, I insist that this complaint must not be marked as resolved until the full amount of €482,000.91 is paid and received in my account, and I have personally confirmed the transfer to AskGamblers.
________________________________________
Thank you in advance for your valuable support.

Please let me know if any additional information is needed.
Kind regards.