Casinia Casino - Povlačenje igrača je odloženo zbog problema sa dokumentima.

Another dispute with a company managed by NOVAFORGE.LTD – the company is lying and claims it hasn't received my documents. Most of this amount is my deposit. I used it for casino games – BJ and roulette (I think), I don't remember exactly. The company wants verification, and they received all my documents – the conversation with the casino is a complete nightmare – one moment I write that they received the documents, only to ask them to send them the next. Of course, this is another dispute in which I'm right, and in this case, the casino's lies are outrageous.

In this case, I believe the withdrawal of funds is insufficient; the casino is lying – and I have emails to prove it. In one, they confirm receipt of the documents at my request, only to ask me a few days or a week later how and where I sent them. The company is shamelessly withholding such a small amount that at the moment I am not satisfied with the payment of these funds. Due to the regular lies against me (which I emphasize I have evidence of), I expect the company to pay the amount, increasing it with interest for unjustified withholding of money resulting from their internal problems.

Novaforge, the company that owns the Casinia casino, does this intentionally, and the lack of consistency (reduced credibility) could lead to them continuing to pursue this policy towards players.

The company doesn't reject the documents I receive – they confirmed their receipt twice, only to ask me again today, and when I received the message that they were delivered, they ask me how!?

Such emails are a waste of time, so I'll paste Casinia's messages into subsequent emails and request a lowering of the company's credibility due to the company's lack of control over their operations.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The casino received my ID, a selfie, and a selfie with the website in the background.

I've now sent the casino all the documents they requested. The problem is that one day they confirm receipt of the documents, then the next day they ask for them again, pretending they didn't know they were delivered, and then they start all over again. I'd like us to invite a casino representative. If they don't commit to withdrawing my funds within the first response, they'll publish all the messages pointing to the company's persistent lies. I hope that if they can absolutely prove them (which isn't a problem), you'll damage the company's credibility. It shouldn't be that the casino lies in their replies, and then even admit to fraud by replying to my emails. This shouldn't be. This is extreme deception and a lack of respect for the customer. The amount in the account is small, but the shame will follow this company for years, I hope. I will be happy to paste here all the company's responses with dates and full description confirming my words.

Ive been a Casino Guru user for a long time, and I've never lied, and in all my casino disputes, I rely solely on truth. I think my story further confirms that this is yet another casino—another member of the Novaforge.LTD group—that's lying and deceiving me.

Casinia regularly lies, and as proof of their fraud, I'm sending all my correspondence with them to your email. The company tells you lie after lie.

First, they claim they haven't received the documents, even though I sent them multiple times.

Then they claim I need to upload the documents to the website, even though my account is blocked.

Please review the correspondence and lower the credibility of the company whose lies I've been exposing for a long time. No company should treat customers the way they do.

Companies with a high level of credibility, above all, don't cheat. Casinia sent me four emails today, and all of them are lies.

Your email contains further irritating conversations with Casinia, managed by NOVAFORGE LTD, which indicate that no one at this company is making any effort to complete the verification process.

The company is receiving documents from me confirming that the account is closed – this message was also sent to you.

I also inform Casinia that I closed my Skrill account, but I previously sent them the statement they requested, and they have it in my email.

The company continues to reply, saying it wants me to attach the file to their website – after all, any fool knows my account is blocked and that's impossible.

This company is completely unserious. No one reads the conversations, there's no follow-up, and there are no competent people there who know what they're talking about. Every email is written just to get a response.

Do I need to prove more lies about this company to undermine its credibility? Because at this point, I believe I've sent you a lot of emails that demonstrate their very poor customer service.

I would like to point out that the amount I am applying for is only 350 PLN. JOKE

Dear levy09

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear levy09,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear levy09,

We would like to confirm that your ID and Selfie with ID have been successfully reviewed and approved.

However, we are unable to accept the Skrill transaction history previously provided. To complete the verification process, we kindly ask you to provide your Skrill transaction history specifically for July 2025.

Your account remains open, and you can upload the document directly through the DVS in your account settings.

Thank you for your cooperation. Please let us know if you have any questions.

Best regards,

Casinia casino Team

This is further proof of the fraud of Novaforge, the company that runs this whole mess. Unfortunately, there's no other way to describe it.

The casino received a screenshot confirming that my account is closed, but they insist otherwise. This isn't the first time they've said this, so it's nothing out of the ordinary.

Secondly, you received a statement from my Skrill account, but you claim there's no transfer to your casino. This isn't possible because it's a full statement from the Skrill account, and it's possible that a currency conversion occurred and the amount is different.

I asked the casino for the date, time, and amount of the deposit, but getting a response from this scumbag is nearly impossible.

The casino has all the documents they requested – I can't send them a different history of my Skrill account because it doesn't exist.

It's beyond words that even with this amount, the company is causing problems.

I have no control over the fact that the people responsible for verification don't read correspondence and are unable to verify documents.

I sent a new Skrill account statement directly from the company because my Skrill account is currently closed – at my request.

If Casinia rejects this statement, it means they are unable to complete the verification process. I am currently seeking compensation from the company for their manipulation, and I refuse to withdraw only the funds in my account.

This statement clearly shows a deposit to the company, but the company is avoiding providing the details of the deposit so that it can be traced. I have no control over this.

For me, the matter is closed.

Dear levy09,

I understand your frustration!

Can you please let me know what was the reason behind closing your Skrill account?

Dear Casinia Casino,

please, can you please state the reason why you cannot accept the Skrill statement from the player?

Thank you so much in advance for letting me know.

At the end of the year, I stopped using casinos and my decision is final, so I decided to voluntarily close my Skrill account, which I have documented by email.

The Skrill account statement sent to Casinia is the exact same statement the company received, with the requested dates. There's no magic or miracles here. The company is deliberately delaying the verification process, so I'm currently requesting a withdrawal in cryptocurrency because I don't currently have a personal bank account, only a business account. Casinia is delaying this process intentionally, which I can easily document with the dates.

Dear All,

Following our recent correspondence, I have consulted with the relevant department regarding the Skrill statement you provided. We are pleased to inform you that all the documentation has been reviewed and approved.

As discussed, we have been informed that the remaining balance is now due to be scheduled for payment.

Thank you for your patience and cooperation throughout this process.

Best regards,

Casinia Casino Team

Those are great news! Thank you Casinia Casino for the update!

Dear levy09,

please keep us updated regarding your withdrawals. Thank you very much in advance

Dear levy09,

We are writing to update you regarding the payment process for our current transaction.

Due to the fact that Skrill is currently unavailable for Poland users, we are unable to proceed with the payment through that platform as originally planned. To ensure the transaction is completed without further delay, we will need to process this via Bank Transfer.

To prioritize the security of your financial information, we have sent a separate, encrypted email specifically for this purpose. Please locate the separate email in your inbox. Reply directly to that secure thread with your full bank account details.

We apologize for any inconvenience this change may cause and appreciate your cooperation in ensuring a secure transfer.

Best regards,

Casinia Casino Team

BLA BLA BLA

This company not only doesn't read emails, but it also doesn't read messages here. I clearly indicated how my withdrawal should be processed. I'm not obligated to accept funds into my company's bank account; it's the only bank account they have. The company only processes transfers related to its operations. The transfer should be made to my ETH address, which I've emailed numerous times. The last email was sent a moment ago. Focus, read carefully.

Dear Levy09,

I appreciate your patience during this waiting period, and I understand how frustrating it can be.

Dear Casinia Casino,

Would it be possible for you to process the payment via cryptocurrency? Thank you for your assistance.

Dear levy09,

We have escalated this matter to our relevant internal department for immediate review. They are currently processing the manual withdrawal to ensure all necessary verifications are completed accurately.

We appreciate your patience while we finalize this transaction. You will receive a confirmation notification as soon as the funds have been successfully disbursed.

If you have any further questions in the meantime, please do not hesitate to reach out.

Best regards,

Casinia Casino Team

Thank you Casinia Casino for the update!

Dear levy09

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.

I confirm receipt of funds, THANKS

Dear levy09,

Wonderful! I'm so glad to hear that your money has arrived! I'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