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Casinia Casino - Withdrawal of 1000 Euro not received

RESOLVED
Complaint Info
Disputed casino Casinia Casino
Reason Delayed payment
Amount € 1000
visanradu12 Romania
Posted on September 25, 2021

I made two withdrawals of 500 euros each, as provided in T&C Casinia, one on 09.09 and the second on 13.09. These withdrawals were canceled by the platform, automatically, without explanation, after which on 16.09, Casinia makes a withdrawal in my name and for me in the amount of 1000 euros (ie the total of the two previous withdrawals made by me).

The status of the last withdrawal (the one of 1000 euros) is Complete, but I have not received the value of this withdrawal for more than a week.

Posted on September 27, 2021

Dear Player,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.

After thorough investigation of the case, it was discovered that, unfortunately, the 1000 EUR withdrawal was not successful. The funds are now returned to your balance and we invite you to create a new withdrawal request, so we could process it accordingly. Please contact us as soon as you do that, so we could prioritise your request.

Please feel free to contact us in case there are further questions.

Sincerely,
Casinia

visanradu12 Romania
Posted on September 28, 2021

Indeed, the amount of 1000 Euros was returned to the account, but it seems that the problem was not solved. Now I am asked to make a 1X rollover in order to make a new withdrawal (for what and from where this condition?). Please clarify.

Posted on September 28, 2021

Dear Player,

Thank you for getting back to us.

Due to an error with the payment we had to re-add the funds manually. Therefore, the system might show the rollover requirement as it does not recognise the funds as the previous winnings. Either way, we kindly ask you to contact us via chat or email at any time in case you face an issue like this again.

Please let us know if we can be of further assistance.

Sincerely,
Casinia

AskGamblers
Posted on October 2, 2021

Dear @visanradu12,

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.

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