Casinia Casino - 482000euros blocked

Hello,

I received an email from Casinia (from “Pierre, VIP Manager”) on October 8th, 2025, at 9:42 AM, stating that they are still waiting for three additional credit/debit cards or a bank statement for July and August.
I want to clarify that I have already provided all the cards used, as well as the full bank statements for July and August from both of my accounts.
This new request therefore has no valid justification and clearly appears to be an abusive KYC verification, used to delay the payment of my progressive jackpot.

I would also like to point out that the KYC verification process, initiated on October 3rd, 2025, is still ongoing, and I have not received any response regarding their repeated requests for a card ending in 9952, which does not exist.
I have been fully cooperative and have submitted every document requested.

📎 The email from Casinia dated October 8th, 2025, is attached for reference.

Thank you to AskGamblers for your support.

Dear Tafou06,

Thank you for reaching out to us.
We are sorry to hear about your frustration and disappointment. Please be assured that we will try our best to find a solution as soon as possible.

In order to further investigate your claim we would kindly like to ask you to provide us with your username and email address that you registered your account with to locate your account.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Dear Casinia Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers,

Thank you for the provided information.

Dear Tafou06,

Please be informed that we forwarded your verification with priority and will contact you as soon as possible with further information and updates.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Hello,
Thank you, AskGamblers, for forwarding my information to the casino.
I’m waiting for your reply and remain available if any further information is needed.

Best regards,
Tafou06

Hello,

Today, on October 9, 2025, Casinia is asking me to resend documents that I have already provided:
• Proof of address
• Proof of funds for the card ending with 6247

• In addition, they are asking me for proof of ownership of the e-wallet for the card ending with 9952. However, I have never used an e-wallet, and this card does not exist, as I have already indicated several times.

As shown in the attached screenshot, the only cards I have used for my deposits are Apple Pay, Mastercard, and Visa. I have already submitted all the necessary documents for the verification of my account.

Best regards,
Tafou06

Dear Tafou06,

Thank you for your reply.

We would kindly like to ask you to check your emails and upload the requested documents in order to finalize the verification of your account.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Hello,

I am requesting that you update the list of documents required directly on my Casinia account before I proceed with sending them.

I am currently asked for a proof of address in PDF format, which is not a problem, as well as a proof of ownership in PDF format for certain cards.

However:
• On my Casinia account, the card 9952 is shown,
• By email, you are asking for the card 9950,
• And you are also requesting proof for the card 9341, but this card does not appear at all on my Casinia account.

I therefore kindly ask you to correct and update the documents requested directly on my account, so that I can send the correct documents in PDF format without any errors.

Thank you for your understanding.

Hello,

On my Casinia account, I have uploaded the documents for my proof of address in PDF, as well as the proof of ownership of card 6247 in PDF, including the account RIB and the last 3 bank statements for this card.

However, I have not sent anything regarding the e-wallet of card 9952, as previously mentioned.

I am therefore awaiting your response and for the documents requested on my account to be updated, so that I can provide the correct PDF files for all the relevant cards.

Attached are proofs of the documents I have already sent.

Dear Tafou06,

Thank you for your reply and clarification.

Please be informed that we forwarded your information to the relevant department and requested a review on which documents are missing.

We will contact you as soon as possible with further information.
Thank you for your understanding and patience.

Kind regards,
Casinia Casino Team

Bonjour,

Casinia once again requested proof of address and documents related to the card ending in 9952 on October 13, 2025, at 1:52 AM.
I would like to emphasize that I have always acted in good faith and cooperated fully with Casinia Casino.

On several occasions, I have resubmitted the same requested documents despite the casino’s repeated mistakes. I have always been responsive and willing to comply with their requests, solely with the aim of completing my KYC verification under the best possible conditions.

Casinia Casino often highlights its commitment to security and the protection of personal data. However, repeatedly requesting the same sensitive documents goes against this principle and increases the risk related to data protection.

At this stage, Casinia already has all the necessary information to validate my KYC verification.
Repeatedly sending documents that have already been provided is therefore unnecessary and unjustified.

I now expect the final validation of my account as well as the full payment of my balance.

I kindly ask AskGamblers to assist me in resolving this ongoing issue regarding the repeated document requests and to ensure that Casinia processes my verification properly.

I look forward to your response.

I am attaching the new email from Casinia dated October 13, 2025, at 8:03 AM, requesting documents that are not displayed on my account, which highlights an inconsistency in their request and constitutes an abusive KYC verification.
All the documents necessary to validate my KYC verification have already been provided, which justifies my position to protect my data and not resend documents that have already been submitted.
Attachment: copy of the received email.

Dear Tafou06,

Thank you for your reply.

Please be informed that we are currently reviewing your claim and information regarding the request of documents.
We will contact you as soon as possible with further updates and information.

We thank you for your understanding and patience.

Kind regards,
Casinia Casino Team

Hello,

Thank you for your reply.
I’m waiting for your update regarding the verification of my account and the validation of the documents.
All communication regarding this case will take place exclusively through the AskGamblers platform.

Kind regards,
Tafou06

Dear Tafou06,

Thank you for your reply and patience.

We would kindly like to ask you to check your emails where we provided you with information of which documents are still requested and how they need to be uploaded in order to get accepted.

Please be informed that we checked your request and all documents are correctly requested.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Dear Casinia Team,

Thank you for your response.
I am uploading here all the documents requested for the verification of my account, directly via AskGamblers for full transparency and to avoid any errors or confusion.

I would like to clarify some points regarding errors, which should not be used as a reason to reject my documents:
• By e-mail, you asked for the 9950 card (Revolut). I reiterate that this is a virtual card from Sumeria, as I have already indicated several times.
• On my Casinia account, a digital wallet is requested for the 9950 card, which is also incorrect: I do not have a digital wallet.

There is an inconsistency and communication is difficult. For these reasons, I prefer to send my documents exclusively via AskGamblers and ask you to transmit them to Casinia to finalize my KYC verification securely and transparently.

Attached you will find:
– An official government-issued document (recent letter from the French tax administration – impots.gouv.fr) showing my full name and address, issued within the last 6 months, in original PDF format.
– Proof of ownership of the virtual card ending with 9950, issued by Sumeria Bank, showing my name, full card number, and expiration date, in original PDF format.
– A screenshot of the documents requested by Casinia via e-mail and on the Casinia account.

I specify that all communication and document submission must be done exclusively via AskGamblers.
I remain awaiting your response.

Best regards,
Tafou06

Hello,

I have just submitted all the documents requested by Casinia for my account verification via AskGamblers today.

These documents include everything they previously listed as missing and should be sufficient to complete my KYC verification.

I kindly ask AskGamblers to ensure that Casinia has received all documents and to confirm that they now have everything required to finalize the verification.

I remain awaiting their response.

Best regards,
Tafou06

Dear Tafou06,

Thank you for your reply.

We would kindly like to inform that we did not receive the documents until now. We would kindly like to ask you to send them to us via email, you can just attach them on the last email we send to you, or upload them in your account in order to further proceed with the verification process.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Hello,

Alright, no problem. I remain cooperative and sent, on October 17, 2025, the requested documents both by e-mail and directly through my Casinia account. These are the same documents I submitted to AskGamblers, as per your request.
I am now awaiting your response.

Attachment: Proof of sending the requested documents to Casinia.

Best regards,
Tafou06

Dear Tafou06,

We would like to thank you for your cooperation and the provided documents.

Please be informed that we forwarded your data with priority and expect an update on your case as soon as possible.

We thank you for your patience and cooperation.

Kind regards,
Casinia Casino Team

Hello,
Thank you for prioritizing the handling of my request. I remain patient and await your response on AskGamblers.

Kind regards,
Tafou06

I would like to inform you that on Monday, October 20th at 10:00 PM, Casinia requested a document on my account regarding the card ending with 2052 (screenshot attached).

Dear Casinia Casino,
I immediately sent the following on my Casinia account:
• A PDF of the front and back of my bank card (the card does not have my name on it). In addition, to prove that the card belongs to me:
• The official card ownership certificate for card 2052, original PDF provided by my bank.

I am attaching the original documents sent to the casino as a private attachment, and the screenshot showing the proof of documents uploaded to my account as a public attachment.

Thank you for taking these into consideration.

Sincerely,
Tafou06

Dear Tafou06,

Thank you for your reply and the provided documents.

We would kindly like to ask you to check your emails where we followed up on your verification process.
Please send us the remaining document via email in order for us to speed up the process.

Thank you for your understanding.

Kind regards,
Casinia Casino Team

Dear Casinia,

Following your email of October 21st (screenshot attached), I confirm that I have sent the proof of ownership for the card ending 2052 to compla­int­s@c­asi­nia.com. These are the same documents previously submitted through my Casinia account.

I kindly ask Casinia Casino to finalize the verification of my account.

Kind regards

Dear Tafou06,

Thank you for your reply and the provided information.

Please be informed that your documents have been forwarded and will be reviewed as soon as possible.

Thank you for your understanding and cooperation.

Kind regards,
Casinia Casino Team