Casinia Casino - No response to email

Dear @testback2,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hi I can't login to my account on Casinia to double check, but I've made two or three withdrawals of 500 eur I believe. There's also around 2000 eur left in my account again I could be wrong on the exact amount.

I know I need to verify my account in order to make those withdrawals and log back in but they haven't responded to any of the emails I've sent with my documents attached.

Thanks, Patrick

Here is the conversation when I try to speak to someone on live chat about it.

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that we received your documents, however they cannot be accepted. We kindly request you to upload a better quality selfie with ID where the details on the ID can be read properly.

Additionally, please send us another proof of address such as Utility bill, electricity bill in PDF format. It must be no more than three months old and show your name and current address.

Your cooperation is highly appreciated. Thank you for understanding!

Best Regards,
Customer Service

Ok I can send those over, but I'm still not sure why I needed to make a complaint on here as well as wait over 2 weeks just to get a response?

After I send those documents will the response be quicker this time?

Thanks, Patrick

Also what was the issue with my proof of address?

Is a bank statement not an acceptable proof of address?

Dear Customer,

Thank you for getting back to us.

We would like to inform you that bank statement cannot be accepted as proof of address. Kindly send us another proof of address such as Utility bill, electricity bill in PDF format. It must be no more than three months old and show your name and current address.

We assure that the verification will be carried with priority once all the documents are received. Thank you for understanding!

Best Regards,
Customer Service

Oh ok, is there any reason I can't use my bank statement?

Might be hard to get hold of anything else.

Would a phone bill be ok?

Thanks, Patrick

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. 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 Customer,

We would like to inform you that we checked with our relevant department and unfortunately, bank statement and phone bill cannot be accepted as proof of address.

Therefore, we kindly request you to send us a Utility bill such as electricity bill, water bill, residence registration in PDF format. It must be no more than three months old and show your name and current address.

We assure that the verification will be carried with priority once all the documents are received. Thank you for understanding!

Best Regards,
Customer Service

Dear @testback2,

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.

Hi there, I'm not the bill payer at my household as it's my parents house. Is there anything else I can show as proof of address at all?

Thanks, Patrick

Dear Customer,

Thank you for the clarification. We have accepted your bank statement as a proof of address. However, we kindly ask you to send us your passport photo in a better quality.

Additionally, we kindly ask you to clarify whether you live in Thailand?

Thank you for your cooperation.

Best Regards,
Customer Service

Hi, no I don't live in Thailand. I did go on a trip there before as I travel with my work, so possibly logged into my account at some point.

I've emailed across I higher quality image of my passport page.

Thanks, Patrick

Dear Customer,

Kindly send us only the photo of your passport (not selfie).

Additionally, we require you to log in from Ireland without using any VPN and contact us via live chat to inform.

Thank you for understanding!

Best Regards,
Customer Service

Hi I already emailed the photo of just the passport itself, not selfie on 14/4, did you receive it?

Can you unblock my account to allow me to login please?

Thanks, Patrick

Dear Customer,

We did not receive your email on 14.04. Kindly send us only the photo of your passport.

Additionally, please connect your phone to local network without wifi and without using any VPN and contact us via live chat to confirm your IP.

Thank you for understanding!

Best Regards,
Customer Service

I've attached a screenshot showing the email was sent.

I've email it over again now too.

Did you receive it?

I received this confirmation on the 14th also.

'Your request (14397438) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.'

Dear Customer,

Thank you for sending the passport photo. We received it.

However, we still found your IP using VPN on chat.

We kindly request you to use a mobile network and contact us via chat.
After coming on the chat, please inform the support agent that you're on a mobile network and you are contacting us to confirm your IP.

Thank you for understanding!

Best Regards,
Customer Service

Hi I spoke to someone about it yesterday. I still wasn't able to login to my account, says account under review, but I went on live chat to confirm my IP address.

Thanks.

Dear Customer,

Thank you for your cooperation!

We kindly inform that your account has been verified and the withdrawal will be paid out soon.

Best Regards,
Customer Service

Ok thanks.

Can you withdraw the rest of the full balance please.

Thank you.

Dear Customer,

We kindly advise you to request withdrawal from your balance and they will be processed as per your account limit.

Thank you for your understanding!
With this, we consider the case to be resolved from our side.

Best Regards,
Customer Service

Dear AskGamblers Team,

As the complaint is resolved from our side. We kindly request you to close the complaint on the forum.

Thank you for understanding!

Best Regards,
Customer Service