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

Prezados estou tentando realizar 2 saques a mais de uma semana. Fiz a solicitação de saque via Pix. Pediram para aguardar 3 dias úteis, passados os 3 falaram que era 5. Passados os 5 disseram que estavam com um volume grande de solicitações de saques e pediram simplesmente para aguardar. Depois disseram que estavam com problemas no pagamento via Pix. Cancelei um dos saques e solicitei novamente só que via transferência bancária local. E até o momento nada. Os valores que quero sacar são apenas parte do que já gastei. Nem lucro é. Por gentileza podem me ajudar?

I have been with Casinia for a year, and my VIP level is 3. I have put a withdrawal request on 22nd April 2026 for 500 EUR on the same bank card that I used the deposit for and it's still under review with no end in sight (Today's date 30th April 2026). Their processing time for the same is 3 business days. I have spoken to my VIP manager and customer support many times and they give me vague answers like "the finance department is facing many requests so there is a delay, and you will have it soon." But isn't that the casino's responsibility to hire more people if they are having this problem? How is this billed on the player?

I have also preemptively sent them emails about my ID, address and the works in case verification is an issue, they said that they don't need any verification from my account at the moment and a note has been placed on my account with the email in case they need it. Please help me out.

On December 20, 2025, I requested two withdrawals from my Casinia account:
• CLP 700,000
• CLP 800,000

Both withdrawals were confirmed by official emails from Casinia on the same date, stating that the requests were accepted and would be processed by the Financial Department.

After these withdrawal requests, Casinia closed my account citing an “administrative decision.”

Despite submitting all requested identity verification documents, my withdrawals have not been paid. Casinia has provided no payment date and no Terms & Conditions clause justifying the retention of my funds.

I contacted Casinia multiple times via email, including a formal written request, but received no response.

The withdrawals were clearly requested and accepted before the account closure.

I am requesting AskGamblers’ assistance to recover my funds, which are being unjustly withheld.

Total amount withheld: CLP 1,500,000

Evidence: Withdrawal confirmation emails dated December 20, 2025 (attached)

Hello,
I am turning to AskGamblers because of your professionalism and your reputation for impartiality. Your assistance is essential in helping me resolve an issue with Casinia Casino, which is refusing to pay out a progressive jackpot of €495,010.61, won on September 17/2025, and is deliberately blocking the KYC verification process despite my multiple follow-ups and the repeated submission of all requested documents.

🔹 Context and Facts:

Account created on Casinia Casino on July 18, 2025, confirmed on July 21, 2025 (welcome email from [email protected]).

17 sept. 2025:
01:41 AM – I won the Jackpot Card progressive jackpot on the game Secret of Cairo, with a total of €495,010.61 (screenshot provided).
01:53 AM and 09:38 AM – I requested two withdrawals of €1,000 each.
3:00 PM – Casinia initiated a KYC request, asking for several documents, including:
Apple Pay transaction history from 17/08 to 17/09
Proof of funds / wealth
Proof of bank account ownership
Proof of ownership for credit cards ending in 6412 and "9952" (the latter does not exist)
________________________________________
🔹 Documents Provided (multiple times – on 17/09 and again on 20/09):
I submitted all requested documents multiple times, including:
Bank statements, IBAN, proof of card ownership (6412, 6247, 9341, 9950)
Salary certificate
Apple Pay payment screenshots
Complete transaction history
Most importantly, I clearly demonstrated that the card ending in 9952 does not exist. It appears to be a typo, likely referring to card 9950, for which I provided full documentation.
I reported this mistake via live chat on September 20, and again by email to [email protected] on September 26 – but I have received no reply to date. (All emails and chat transcripts are attached.)
Despite this, Casinia continues to ignore my emails and keeps repeating the same document requests, disregarding my explanations and the proofs already submitted.
For clarity:
My main card used for Apple Pay ends in 2052, issued by Nickel.
All other cards are single-use virtual cards issued from my Sumeria bank account.
Both accounts belong to me, and all cards are in my name. I have submitted proof of ownership for each of them.
________________________________________
🔹 Attempts to Resolve the Issue:
Between September 20 and today, I have sent multiple emails to both [email protected] and [email protected] – none have received a proper response.
On September 27, seeing that nothing had progressed, I resent all KYC documents again.

I also contacted live chat several times – each time I was told “your request has been forwarded to the relevant department/VIP manager” with no further details or action.
On September 28, I sent a formal complaint via email – still unanswered.
Even though I submitted all documents for KYC on 17/09 and again on 20/09, and despite two weeks of “pending verification” and no meaningful response, Casinia requested the same documents again on October 3, 2025 (proof of funds, card ownership, address, etc.) and continues to ask for the non-existent card 9952, despite the detailed explanation and evidence I provided.
________________________________________
🔹 Additional Notes:
On August 25, 2025, I was able to withdraw €500 to my bank account without any KYC checks, which raises serious questions about the sudden, inconsistent enforcement of KYC procedures.
As of now, the balance on my Casinia player account is:
€480,000.91
Two withdrawals of €1,000 each still pending

Total blocked funds: €482,000.91
This is a progressive jackpot, and the full amount should have been funded by the game provider.

As the legitimate winner, I hereby formally request:

What I Request:
- Validation of my KYC verification
- Full payment of the total amount (€482,000.91) to my newly opened bank account at La Banque Postale (I have opened this "La Banque Postale" account specifically for this occasion, as it involves a large sum of money, and I will send the bank details (RIB) to Casinia as soon as needed).
- I also demand that Casinia issues an official, signed confirmation letter including:
The exact amount owed: €482,000.91
The date of the win and confirmation it was a progressive jackpot
The game name: Secret of Cairo
The date of the planned bank transfer to my La Banque Postale account
A statement that Casinia will confirm the origin of funds to my bank upon request
- I respectfully request that AskGamblers does NOT close or mark this case as “resolved” until:
I have received the full amount in my bank account, and
I have personally confirmed receipt of the funds to AskGamblers.

I am fully willing to resubmit all documents if needed.
Once again, I insist that this complaint must not be marked as resolved until the full amount of €482,000.91 is paid and received in my account, and I have personally confirmed the transfer to AskGamblers.
________________________________________
Thank you in advance for your valuable support.

Please let me know if any additional information is needed.
Kind regards.

I'm here to share a tremendously unfair case with you.

Hi, I need to send documents to verify my account. They're asking me to send the verification documents through my verification tab in my account, but I CAN'T access my account. They keep telling me everything is fine, but when I try to log in, it says my account is under review, so I CAN'T access my account and I CAN'T send any documents.

Then, they ask me to verify proof of deposits made at the casino. But I have no way of knowing what deposits I've made, since to find out, I'd have to review my account's deposit history to find out the date and then go to my MEXC wallet and take screenshots. But since I CAN'T access my account, it's impossible for me to send any documents.

And finally, they're asking me for proof of ownership of my wallet. I've spoken with MEXC, and they tell me they don't offer any similar service or documents, and that I can't send anything since they don't offer them. I've posted screenshots of my conversations with MEXC agents in which they say it's impossible, since cryptocurrencies are anonymous and my name isn't listed anywhere on that account!

This is truly unfair treatment. You're lying to my face and playing me.

I've been waiting since January for a decision regarding the payout of the guaranteed jackpot prize. I drew two red balls, giving me half a million. I pressed another ball, and the game froze, with a technical error, which I'll share in screenshots. I checked the Posido casino, drew three green balls, and the amount was allocated. I continued playing. I reported the issue in the online chat, checked my cookies, and then sent an email with the information the casino requested.
In online chat, I received information that it was very possible I had won the top prize, which is why there was a bug in the game. Since then, the game has been inoperable at that casino. In February, I was informed that the issue was being addressed by the game provider and that I would receive an official response regarding the assigned top prize. Since then, nothing has happened.
The casino sent the case to the game provider requesting a prize. I contacted them via chat, but the consultants kept leaving the chat, access to my data was blocked, and I received no replies to my emails or didn't see anything. I was informed that I had to re-enter the game – the slot machine was removed from the casinos when I reported my information to the game provider. I haven't received any official response or compensation from the casino. Please help.
February: Official complaint - silence. In May, the matter was reported to Curacao, but there was no response. Therefore, I am asking for your help. I wrote to the game provider on LinkedIn, but they read it and didn't respond to my email, and there was no response either. The situation is similar to the one in Legiano, but the stakes are lower. I checked the game at another casino, and the same thing happened after the fact, and everything worked fine until the slot machine was in the casino. So, it's not a phone problem, but clearly a deliberate move by the casino.