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.