Casinia Casino - Withdrawal withheld after account closure

Casinia contacted me requesting additional KYC documents only after this complaint was published.

I have responded asking for confirmation that this is the final verification step and for a concrete timeframe for payment.

Dear Liverpool1587,

Thank you for reaching out to us.

We are sorry to hear about the situation.
We would kindly like to ask you for the email address that your registered with in order to locate your account.

Thank you for your understanding.
Kind regards,
Casinia Team

Dear Casinia Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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.

Hello AskGamblers Team,

I confirm that Casinia has my registered email address and account details.

I have already responded to Casinia’s KYC request and asked them to confirm that this is the final verification step, along with a concrete timeframe for verification completion and payment of my pending withdrawals.

I remain fully cooperative and await Casinia’s clarification so I can proceed accordingly.

Kind regards.

Dear AskGamblers,

Thank you for the provided information.

Dear Liverpool1587,

We would kindly like to ask you to check your emails where we provided you information about the missing documents in order to complete the verification of your account.
Please attach the requested documents as answer to the email.

As soon as your account is successfully verified your withdrawal requests may proceed.

Thank you for your understanding.
Kind regards,
Casinia Team

Hello AskGamblers Team,

I have now submitted all the KYC documents requested by Casinia to complete the verification.
I await confirmation of verification completion and a concrete timeframe for the payment of my pending withdrawals.

Kind regards.

Dear Liverpool1587,

Thank you for your reply and the provided documents.

Please be informed that your documents are currently under review and we will contact you with further information as soon as possible.

Thank you for your patience and understanding.
Kind regards,
Casinia Team

Thank you for the update.

I have already submitted all requested KYC documents directly to Casinia and I am currently awaiting confirmation of verification completion and a concrete timeframe for the processing of my pending withdrawals.

I remain fully cooperative and will inform you of any further developments.

Dear Liverpool1587,

Thank you for your reply.

We would kindly like to ask you to check your emails where we provided you information regarding the missing documents in order to successfully verify your account.

Thank you for your understanding.
Kind regards,
Casinia Team

Hello AskGamblers Team,

I would like to inform you that I have now provided Casinia with the additional documents they requested, including:

Complete bank statements for November 2025 and December 2025 for the account linked to my card ending in 3513.

Front and back images of the credit card ending in 3513 (masked for security).

I remain fully cooperative and available to provide any further information if required.

I kindly request that you keep the dispute open while Casinia completes their verification and processes my pending withdrawal.

Kind regards,
Christopher

Dear Liverpool1587,

Thank you for your reply and the provided documents.

We highly appreciate your patience and cooperation.
Please be informed that we forwarded your documents for review and will contact you as soon as possible with further updates

Thank you for your understanding.
Kind regards,
Casinia Team

Dear AskGamblers Team,

Thank you for the update.

I appreciate that Casinia has forwarded my documents for review. I remain fully cooperative and available if any additional information is required.

I kindly request that Casinia provide a clear timeframe for the completion of the verification process and for the processing of my pending withdrawals.

Kind regards,
Liverpool1587

Dear Liverpool1587,

We would kindly like to apologize for the delay and any inconvenience.

Please be assured that we marked your request with priority and expect further updates as soon as possible.

We thank you for your patience in this matter.

Kind regards,
Casinia Team

Hello AskGamblers Team,

I am happy to confirm that Casinia has now successfully paid my withdrawal in full and the funds have already been credited to my account.

I would like to thank you for your assistance and mediation in this matter.

This case can now be marked as resolved.

Kind regards,
Liverpool1587

Dear Liverpool1587,

Thank you for your cooperation and patience.

We wish you all the best.

Kind regards,
Casinia Team

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.