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Hello, I have initiated three withdrawals since March 1, 2025. The first was on March 1, 2025, because there is a withdrawal limit of €500 per day. The second was on March 2, 2025, and the third was on March 3, 2025, each time €500. The terms and conditions state that verification of the withdrawal takes three business days. To date, none of the withdrawals have been processed. When I inquire via live chat or support, I am always told: "Because there are currently a lot of withdrawal requests, the payout is delayed." I should be patient and not worry that I will get my money paid out safely." Now two weeks have passed and I have asked again and again, but it just doesn't happen. I have taken screenshots of all conversations, as well as my account balance and the fact that I have no bonus funds. I also selected a valid withdrawal method offered to me by Casinia. I see no reason why a withdrawal should not be possible. The withdrawal status still says "Pending" to this day. I have tried everything I could, but unfortunately, no one has helped me and I keep getting the same answer.

Hallo, ich habe seitdem 01.03.2025 drei Auszahlungen gestartet. Am 01.03.2025 war die erste, da es ein Auszahllimit von 500 Euro pro Tag gibt. Die zweite war am 02.03.2025 und dir dritte am 03.03.2025 immer jeweils 500 Euro. In den AGBs steht, dass eine Prüfung der Auszahlung 3 Werktage dauert. Bis heute ist keiner der Auszahlung bearbeitet , bei nachfrag im LiveChat sowie Support, heißt es immer:,, Da es im Moment sehr viele Auszahlunganfragen gibt, verzögert sich die Auszahlung. Ich solle Geduld habe und mir keine Sorgen machen, dass ich mein Geld sicher ausgezahlt bekomme." Jetzt sind 2 Wochen vergangen und ich habe immer wieder nachgefragt aber es passiert einfach nicht. Ich habe von allen Konversationen sowie Kontostand und auch das ich kein Bonusguthaben habe Screenshots gemacht. Ich habe auch eine gültige Auszahlmetode gewählt die mir vin Casinia angeboten wurde. Ich sehe keinen Grund, warum eine Auszahlung nicht möglich wäre. Bei der Auszahlung im Status steht bis heute in Bearbeitung. Ich habe alles versucht was ich könnte, leider wird mir nicht geholfen und immer wieder die gleiche Antwort gegeben. 

Dear Nathalie24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Veronika

Dear Veronica,

No, this is my first withdrawal. It was collected without a bonus. I have a new cell phone number and wanted to change it via live chat. She offered to do this and told me that verification wasn't necessary because everything was fine. My cell phone number hasn't been changed to this day. I can't say for sure whether I completed KYC verification. However, it says in my account that my account doesn't need to be verified.

Kind regards, Nathalie

Liebe Veronika,

Nein es ist die erste Auszahlung. Es wurde ohne Bonus gesammelt. Ich habe eine neue Handynummer und wollte Sie über den LiveChat ändern lassen, dies wollte Sie auch machen und sagte mir zugleich, dass eine Verifizierung nicht nötig wäre, da alles in Ordnung sei. Meine Handynummer würde bis heute nicht geändert. Ob ich eine KYC-Verifizierung gemacht habe, kann ich nicht genau sagen. In meinen Konto steht aber, dass mein Konto nicht Verifizierung werden muss.

Liebe Grüße Nathalie

Today I received an email stating that the withdrawal was declined. The reason was that I hadn't selected the same withdrawal method. I was told to use a bank transfer. The second withdrawal was declined for the same reason. Now I tried to make a withdrawal again using a different method. Unfortunately, I was only able to make one withdrawal because I've reached my withdrawal limit for this month.

Heute habe ich eine Email bekommen, wo drinnen stand, dass die Auszahlung abgelehnt wurde. Der Grund war, dass ich nicht die selbe Auszahlungmethode gewählt hätte. Ich solle Überweisung nutzen. Die 2. Auszahlung wurde aus dem gleichen Grund abgelehnt. Jetzt habe ich erneut versucht eine Auszahlung zu starten mit einer anderen Methoden. Leider konnte ich nur eine Auszahlung starten da, mein Limit an Auszahlungen, für diesen Monat erschöpft ist.

Thank you for the update. Has your third withdrawal request from March 3 been canceled as well?

Have you now selected the same payment method for your withdrawal as the one you used for depositing?

Could you please send me a screenshot of the transaction history showing your current withdrawal requests?

The third withdrawal hasn't been canceled yet. I've now chosen bank transfer for the withdrawal.

Die 3. Auszahlung wurde noch nicht storniert. Jetzt habe ich Bank Transfer gewählt für die Auszahlung.

Hello, my third withdrawal request was also rejected today. But I immediately initiated a new withdrawal, again via bank transfer.

Hallo die dritte Auszahlunganfrage wurde heute auch abgelehnt. Aber ich habe zu gleich eine neue Auszahlung gestartet wieder mit Bank Transfer.

Thank you for your response. Have you received any of your withdrawals yet? Please keep me updated.

No, I haven't received anything yet.

Nein, bis jetzt habe ich noch nichts erhalten.

Thank you very much, Nathalie24, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Nathalie24,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Nathalie24,

Thank you for your patience. I have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Casinia Team

Dear Nathalie24,

Thank you for your patience.

Kindly be advised that your requested withdrawals has been successfully completed and paid into your bank account.

Thank you and have a great day.

Kind Regards,

Casinia team

Those are great news! Thank you Casinia Casino for taking care of it!

Dear Nathalie24, at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

The money is there. Nevertheless, I'm disappointed with Casinia that I had to go through this process and that it took so long. Thank you, Veronika and Martina, for your help.

Kind regards, Nathalie

Daas Geld ist da. Trotzdem bin ich von Casinia enttäuscht, dass ich solch einen Weg gehen musste und das es so lange gedauert hat. Vielen Dank Veronika und Martina für eure Hilfe.

Liebe Grüße Nathalie

Dear Nathalie24,

I am sorry for your disappointment, but I'm glad to hear that the issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru