482000euros blocked

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 suppor­t@c­asi­nia.com).

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)
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🔹 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.
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🔹 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.
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🔹 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.
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Thank you in advance for your valuable support.

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