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Here's the thing, I've made a profit and I've tried to get 1,800 out of it. It only lets me pay 500 now and the rest in the next 48 hours and it says it takes up to 72 hours for the payment and I've been going through this for a few days now.

E o seguinte eu tive um ganho e tentei tirar 1800 ele só me deixa efetuar 500 agora e o restante nas poximas 48 horas e diz que leva até 72 horas para o pagamento e ja ando nisto já alguns dias

Dear abrem45,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good evening I logged back into my account to check my withdrawals to see if everything was ok, what the withdrawal status was and to my amazement I go to check my account my money had all disappeared neither the withdrawals nor what is still to be withdrawn I talk to chat he says I canceled the withdrawals and I played the entire amount

Boa noite eu entrei de novo na minha conta para ver o meus levantamentos para saber se estava tudo ok , o como estava o estado de levantamento e para o meu espanto vou ver a minha conta o meu dinheiro tinha desaparecido toda nem os levantamentos nem o que está ainda por levantar falo com chat ele dis que cancelei º levantamentos é que joguei a totalidade do valor

Dear abrem45, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your account?

Did you receive any email from the casino stating that your withdrawals were canceled?

Can you please request your full game history from the casino in Excel format? This will help us verify whether there was any activity on your account after the withdrawals were supposedly canceled.

Could you please share your communication with the casino where they claim that you canceled your withdrawals and lost the money? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Based on the communication you provided, it seems that the funds from the canceled withdrawals should be returned to your casino account within 5 days.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I've already sent you an e-mail

Já mandei um um e-mail

I've been talking to them all day, some say they don't know about my money, others say I played and it's in the history, and I went to check and it was there, but I didn't play or cancel any withdrawals.

casinia i want my money back

E seguinte eu hj passei o dia todo a falar com eles uns dizem que não sabem do meu dinheiro outros dizem k joguei e k está no histórico e sim fui ver e estava lá mais eu não joguei nem cancelei nenhum levantamento eu sinto-me burlada pelo

casinia eu quero o meu renbolso

Dear abrem45, could you please request your game history from the casino in Excel format?

Do you still have access to your casino account, or has it already been closed?

Were all of your pending withdrawals canceled?

I can't log in to my account, the only thing I can do is chat.

Eu n consigo entrar na conta a única coisa que consigo é só falar com chat

I've sent them all the prints from the last time I spoke to them and I've asked for my refund. All I want is what's rightfully mine and to close that account. I can tell you that I feel cheated by casino casinia

Tudo o que tenho eu mandei para qui as prints todas da última vez que falei com eles pedi o meu renbolso tudo eu so quero o que é meu por direito e fechar a quela conta eu posso lhe dizer que me sinto burlada pelo casino casinia

Dear abrem45, kindly request your game history in Excel format from the casino. Once you receive it, please forward the file to my email address at dominika.l@casino.guru, so I can review it.

I've already done it

Eu já o fiz

I've been talking to them and all they say is that they'll send it to me by email and so far nothing

Tive a falar com eles e só dizem k me vão mandar por email e até agora nada

They don't send anything, they just say that I canceled the withdrawal and that I played and I didn't do any of that and I've already sent several emails and I think I'm going to give up, I've even asked for an agreement but I don't know.

Eles não mandam nada é só dissem que eu cancelei o levantamento e que joguei e não fiz nada disso e já mandei vários emails axo que vou desistir até pedi para chegarmos um acordo mais não sei

Dear abrem45, could you please confirm whether you have received any response from the casino regarding your request for the game history in Excel format?

If you haven't received a reply, could you please provide proof that you requested the game history in Excel format from the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I haven't received any yet and they've closed my account

Eu ainda não recebi nenhuma e me fecharam a conta

Dear abrem45, I have not received any email containing the request from you.

Dear abrem45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They closed my account and I didn't even see the money

Eles me encerraram a conta e nem o dinheiro eu vi

Dear abrem45, I have not received any email containing the request from you.

Dear abrem45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear All,

Thank you for reaching out to us.

Player's request has already been checked by the relevant department.

Their withdrawals were canceled and funds were played in their account.

There were no irregularities found with the IPs.

If you have further questions, please let us know.

Kind regards,

Casinia Casino Team

At no time did I cancel these amounts. They simply disappeared from my account

Em momento algum eu cancelei esses valores. Simplesmente desapareceu da minha conta

Dear abrem45, without clear evidence, we can't proceed further. If you're saying you didn't lose the money yourself and it just disappeared, then either someone else accessed your account or something happened on your side. In such cases, we’re unfortunately not able to help, as we don’t deal with account security or possible hacks.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.