Casinia Casino - Formal Complaint Repeated Cancellation of Withdrawals Without Valid Explanation

Dear DoctorSocial,

Thank you for contacting us.

We would like to inform you that we have forwarded the matter to our payments team and we will have updates for you as soon as possible.

Thank you so much for your patience and understanding.

Best regards,
Casinia Team

I got your email saying my withdrawal is “under way,” but honestly, this is the same line I’ve been getting for days. My money still hasn’t arrived, and you still haven’t explained why my withdrawals keep getting declined.
I have proof from my bank that it’s not on my end, and I can upload screenshots. Either pay my winnings right now or show me proof (AskGamblers, financial verification, anything) of why you’re holding it.
I feel like I’m being scammed, and if that’s the case, that’s illegal. I’m not the first person this has happened to. You’ve done this a lot, and it’s ridiculous. If you aren’t going to pay my winnings, refund all my deposits.
Stop wasting my time and sort this immediately.

I still have not gotten a reply back. When am I going to get my winnings? Cause at this point casinia seem to be scamming people and that is illegal.

Dear DoctorSocial,

Thank you for your patience while we investigated the recurring cancellations of your withdrawal requests.

Following a thorough review by our relevant Department, we can confirm that the transactions are being declined by your issuing bank/payment provider, rather than by the casino. Our system attempts to process the funds, but the external provider is returning the transactions as cancelled.

We kindly request that you contact your bank's customer service department directly to inquire about the specific reason for these declines. You may need to ask if they are blocking transactions from our merchant category or if there are any temporary restrictions on your account.

Once you have clarified this with your bank, please let us know. Alternatively, you may wish to try an alternative withdrawal method available in your cashier to avoid further technical issues with your current provider.

Best regards,
Casinia Team

I was on a call with my bank this morning and they checked everything while I was on the phone. They confirmed that no payment was ever attempted, rejected, or cancelled by them or by my payment provider.
My bank has asked me to request some specific details from you, because nothing relating to this withdrawal exists on their system.

They need:
• The payment processor used
• A transaction reference or ARN
• The date and amount the withdrawal was sent
• Confirmation that the funds left your system
Please stop saying that my payment provider cancelled this withdrawal that isn’t correct. A bank can’t cancel a payment that was never sent.
If you’re not able to provide the details above, then the withdrawal hasn’t been processed on your side. In that case, please escalate this to your payments or compliance team and confirm when the withdrawal will be completed…

At this point, this raises serious concerns, as it would appear that customers are being told payments were sent when they were not.
That is something that could be viewed as misleading or potentially fraudulent activity and would clearly warrant further investigation.

I would like this escalated to your payments or compliance team immediately and a clear confirmation of when my withdrawal will be completed…

Casinia keeps canceling my withdrawal over and over again. This has happened repeatedly, and they still have not provided the documents or explanations I have asked for to resolve the issue.
This clearly shows they are not acting in good faith. If there was a real problem, it would have been addressed by now. Instead, they continue to cancel my withdrawals without valid reasons and without cooperating.
I am asking AskGamblers to please step in and help resolve this matter. At this point, Casinia should be investigated, as this pattern of behavior is extremely concerning.
Please consider taking action against this casino so other players do not go through the same experience.

Dear DoctorSocial,

Thank you for your patience while we investigated the issues regarding your recent withdrawal attempts. We understand that repeated cancellations can be frustrating, and we would like to provide you with the specific technical feedback we received from our payment processors.

1. Bank Transfer Rejection Your latest withdrawal request was rejected with the error: invali­d_c­red­ito­r_a­ccount. This typically indicates a discrepancy in the banking details provided. We kindly ask you to double-check that the IBAN/Account Number and SWIFT/BIC codes submitted are correct and that the bank account is currently operational and not closed or restricted.

2. Card Withdrawal Rejection Regarding the attempt to withdraw via your bank card, the transaction was unsuccessful due to a direct refusal from your issuing bank. Unfortunately, banks occasionally block incoming transactions from gaming platforms based on their internal policies.

Next Steps:

-Verify Details: Please confirm your banking details are 100% accurate.

-Contact Your Bank: We recommend reaching out to your bank’s support team to ask why they refused the incoming card credit.

-Alternative Methods: If the bank continues to refuse the transaction, you may wish to try an alternative withdrawal method available in your cashier section.

Thank you for your cooperation.

Best regards,
Casinia Team

Dear @DoctorSocial,

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.