Casinia Casino - Long treatment withdrawal period

Dear Alex353535,

We are writing to formally inform you that we have escalated your account to the relevant department for a comprehensive review.

The relevant department is currently investigating the details of your case to ensure a thorough resolution. Please be assured that we will monitor the progress of this inquiry closely. As soon as we receive an update or further information regarding the status of your account, we will notify you immediately.

We appreciate your continued patience and cooperation throughout this process.

Best regards,
Casinia Casino Team

Dear Casinia Casino Team,

Thank you for your response.

My initial withdrawal request was submitted on February 18th. I have now been waiting for 13 days. Thank you for looking into my issue, as I had received no updates until now.

Your terms and conditions state that a withdrawal request is processed within 3 business days (Monday to Friday).

You can therefore understand my concern regarding this very long delay.

At this rate, the full withdrawal is likely to take a considerable amount of time.

I remain at your disposal for any further information, screenshots, etc.

Sincerely,

Hello,

The casino has requested a verification on my player account.

All the requested documents were submitted this morning.

Sincerely

Dear Alex353535,

Thank you for your patience.

We understand that delays regarding your funds can be concerning. To clarify, the processing time was extended due to necessary account verification procedures required by the relevant department.

We are pleased to confirm that we have received the documents you provided. Since your submission is now complete, we have escalated your case to the relevant department for a priority review.

We appreciate your cooperation during this standard security check. You will receive a notification as soon as the status of your account has been updated.

Best regards,
Casinia Casino Team

Dear Casinia Casino Team,

Thank you for your interest in my request.

I am patiently waiting to hear from you regarding the next steps in the validation process, which I hope will be relatively quick.

Sincerely,

Dear Alex353535,

We are writing to confirm that we have successfully verified the documents you submitted. Thank you for your cooperation during this process.

Following this verification, we have escalated your pending withdrawal(s) for priority processing. Our finance team is now handling your request with urgency to ensure the funds reach you as quickly as possible.

We will send you a follow-up notification as soon as the processing is complete.

Thank you for your patience and for choosing to play with us.

Best regards,
Casinia Casino Team

Dear Casinia Casino Team,

Thank you for your response.

As of today, I note the following:

The withdrawal requests of February 18th and 20th were accepted by your finance department.

The request of February 19th was initially accepted, then rejected, and the funds were credited back to my player account.

I have subsequently submitted further withdrawal requests, which are currently being processed.

To date, the funds have not been credited to my bank account.

Awaiting further developments...

Sincerely,

Dear Alex353535,

We wanted to inform you that we have escalated your pending withdrawals for priority processing. The relevant department is now handling your request with urgency to ensure the funds reach you as quickly as possible.

We will send you a follow-up notification as soon as the processing is complete.

Thank you for your continued patience.

Best regards,
Casinia Casino Team

Dear Alex353535,

First of all, thank you for your reply.

To summarize, since this discussion began, there have been:

6 withdrawal requests.

2 have been credited to my bank account.

1 was just approved today by your finance department.

3 have been refused...

Why were they refused ?

Unfortunately, this is causing additional delays in withdrawing the remaining balance.

Do you have a reliable payment schedule you could share with me ?

Sincerely

Dear Alex353535,

Upon reviewing your account history, we can confirm that the previously cancelled withdrawals were declined by the payment provider rather than by our internal team.

Regarding your three most recent withdrawal requests, please be advised that we have escalated these for priority processing. Our finance team is working to ensure these are reviewed and cleared as quickly as possible to avoid further delay.

We appreciate your continued patience. Please let us know if you have any further questions.

Best regards,
Casinia Casino Team

Thank you for your reply.

My withdrawals were just canceled again two hours after your response.

I have previously received payments through this method from your financial service without any problems.

After contacting my bank, I confirmed that no transactions have been canceled on their end for my Mastercard.

I just requested a withdrawal this morning via IBAN bank transfer.

Please keep me informed about the situation.

This is getting very long !

Sincerely

Dear Alex353535,

Thank you for bringing this matter to our attention.

Following our previous discussion, we would like to inform you that we have escalated this issue to the relevant department for a comprehensive review.

We are currently awaiting a formal update from the internal team. Rest assured that we are monitoring the progress closely, and we will contact you as soon as further information becomes available.

Thank you for your continued patience.

Best regards,
Casinia Casino Team

Another withdrawal from your service was cancelled this morning.

It's been a month now, the KYC procedure was validated, and I've only received three withdrawals of €800 each.

Eight withdrawal requests have been cancelled by your service, so the problem isn't with me or my bank.

Please process my requests promptly.

Sincerely,