Casinia Casino - Withdrawal Request Denied

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,

Thank you for contacting us.

We would like to inform you that the transaction history provided by you was checked by our finance department.

Unfortunately, the document was found to be modified. Hence, we kindly request you to provide a transaction history of the last 4 months in PDF format downloaded originally through the bank's website or received by them via email.

In addition, please contact us via chat using mobile network without using any VPN.

We assure that the verification will be carried out with priority once the document is received by email.

Thank you for your understanding!

------­---­---­---­---­---­---­---­-----

Dear Askgamblers Team,

We have sent you an email with the evidence of modification in the document.

Thank you for your co-operation!

Sincerely,
Casinia

Dear @Freeway123,

The AskGamblers Complaint Team is kindly asking you to assist the Casinia Casino team further and send the requested info.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required info, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Where exactly should I send the requested documents?


Regards

why are you requesting documents, without providing an email address to send the documents to?
Are you even serious about this request?
Probably just an oversight, I'm guessing?


Or may be it's my responsibility to find out where I'm supposed to send the documents to.
All you have to do is "kindly request" something, and everything else is up to the Casinia customer.
Just like it's my reponsiblity to keep sending you new documents every few days.

Or may be it's rather true that all of the Casinia support communication is a total scam?
And that you're actually not even interested in any documents?


If you believe the documents are modified, how about this proposal:

I will let a member of the Ask Gamblers Complaint team log into my bank account and download the statements from within my bank account.
It would be like an Escrow for bank documents.
There is no way the documents could be modified this way?

What do you think about this idea?


You have requested the following:

"
In addition, please contact us via chat using mobile network without using any VPN.
"
Let me repeat:

I'm supposed to "contact you", via chat, using a mobile network and without using a VPN.
Do you have any other specifications, that you might want to add to the list?
May be a specific device that you want me to use?
How about apple I Phone?
Will that be good enough for Casinia Support?
May be a certain time of the day?


What type of ridiculous request is this?
Is this part of KYC, Know Your Customer?

Or rather another creative invention by Casinia support?

How exactly does this help with age verification or Identity verification?

Why do you keep making totally insane requests, that have absolutely nothing to do with the subject matter?

Shouldn't Casinia support actually be concerned with handling withdrawals?
Instead of inventing insane fairy tales like "the documents were modified" ?


Kind Regards

Dear @Freeway123,

We kindly request that you confirm whether you have contacted casino support as requested (via chat, using a mobile network, and without using a VPN) Please be advised that the casino requires the above so that verification of your account can be processed properly.

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 to send the required information 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

Hello,

I have contacted support using a mobile network, without using a VPN.
I've attached a screenshot, as proof.
Please let me know if you have any other requests.

I'm still awaiting the email address to send my documents to.
It seems you have forgotten to mention it, in your post.


Kind Regards

Hello,


Casinia Support keeps on repeating I should send them the unedited documents.
I have sent my unedited bank documents about three or four times.

To the Ask Gamblers Support Team:

Please let me know if I should respond, and how.
They keep on repeating that I should login to their support, without VPN.
I just did that yesterday.


To Casinia Support:

Can you explain what part of the bank documents you believe have been modified?
Do you have any evidence of this?

Can you provide an email for me to send the documents to?


I've attached the most recent email from Casinia Support.


Kind Regards

Dear Customer,

Thank you for providing the required documents.

We would like to inform you that your account has been verified successfully.

Kindly request a new withdrawal from your gaming account.

Sincerely,
Casinia

I'm not able to make a withdrawal request.

The withdrawal function is disabled.

It says "No funds to withdraw - please make a deposit!"

Even though my balance is 558.62 €

I have attached a screenshot.


Kind Regards

Dear Customer,

We apologize for the inconvenience.

Please provide us the following information about your bank details for us to make a manual withdrawal of your balance:

• Full Name (please include all names including middle names)
• E-mail
• Bank Account’s Owner name
• IBAN
• BIC
• Bank Name
• Bank location (Country)

Thank you for your co-operation!

Sincerely,
Casinia

Hello,

I'm responding to this message:

Dear Customer,

We apologize for the inconvenience.

Please provide us the following information about your bank details for us to make a manual withdrawal of your balance:

<removed sensitive information>

Regards

Dear @Freeway123,

The AskGamblers Complaint Team is kindly asking you to assist the Casinia Casino team further and send the required data in a private email to the operator. Please avoid sharing any sensitive information publicly.

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, therefore please make sure to confirm by posting a public message if you have provided requested information.

Thanks for your cooperation.

Hello,

I have just sent an email to [email protected]

<removed sensitive data>

Screenshot attached.

Kind Regards

Dear Customer,

Unfortunately, we have not received your email.

Please send your details via email at suppor­t@c­asi­nia­350­620.com

Thank you for your understanding and patience!

Sincerely,
Casinia

Hello,

another Email has been sent.
This time to suppor­t@c­asi­nia­350­620.com

Screenshot Attached.

Kind Regards

Dear Customer,

Thank you for providing your bank details.

We would like to inform you that your withdrawal will be processed soon.

Sincerely,
Casinia

Dear @Freeway123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hello,


the payment has been received.

The complaint can be closed.

Thank you to the AskGamblers Complaint Team!


Kind Regards

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.