Casinia Casino - Account closure and keeping my money

Dear all,

This complaint has been reopened as per Casinia Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Popoziyat,

Please be informed that in order for us to proceed with withdrawing your active balance, we kindly ask you to verify your account first.

We sent you an email with the documents' request.

Kind regards,
Casinia team

I haven't received any email from your side since April

Dear Popoziyat,

To proceed with the verification process, we need you to provide us with the following documents:

- A photo of your ID or driving license (both sides)
- Selfie with your ID and our website visible in the background
- Proof of address (for example: water, electricity, gas, home internet or TV bill; bank statement from a non-digital bank; or any document issued by a government authority) in PDF format, dated no more than 6 months ago.

You can send these documents to [email protected] or compla­int­s@c­asi­nia.com.

Kind regards,
Casinia team

Dear @popoziyat,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Casinia Casino team accordingly.

Please keep in mind 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

ok, I will send the documents right now

Dear Popoziyat,

We haven't received any documents from you so far. Could you please let us know once they're sent?

Kind regards,
Casinia team

I just resent them again to the [email protected] email

Dear All,

Please be informed that the customer is still under verification, and we are actively communicating with him privately. We will update you on the results.

Kind regards,
Casinia team

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear All,

We would like to inform you that we are currently coordinating with our relevant team the next steps required to move forward. We will keep you updated as soon as possible.

Kind regards,
Casinia team

I just wanted to inform you that I finally got my money back.
thank you AskGamblers Complaint Team for your help.
you can now close this case and mark it as solved