Casinia Casino - Račun igrača je u pregledu i isplate su blokirane.

I come to share with you a tremendously fair case.

Hello, I need to submit documents to verify my account. I'm being asked to submit 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 submit any documents.

Then, they ask me to verify proof of deposits made at the casino. But I have no way of knowing which deposits I've made. To find out, I'd have to check 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 it. 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 really unfair treatment, you are lying to my face and playing with me.

Vengo a compartirles un caso tremendamente justo.

Hola, tengo que enviar documentos para verificar mi cuenta. Me están pidiendo que envíe los documentos para la verificación a través de mi pestaña de verificación en mi cuenta, pero es que NO puedo acceder a mi cuenta. No paran de decirme que está todo correcto, cuando al intentar acceder me aparece que mi cuenta está en revisión, por lo que NO puedo acceder a mi cuenta y NO puedo enviar ningún documento. 

Luego, me piden para verificar un comprobante de los depósitos hechos en el casino. Pero es que no tengo manera de saber los depósitos que he hecho, ya que para conocerlos, tendría que revisar el historial de depósitos de mi cuenta, para saber la fecha y posteriormente ir a mi billetera de mexc y hacer las capturas. Pero como NO puedo acceder a mi cuenta, me es imposible enviar ningún documento.

Y por último, me piden una prueba de propiedad de mi billetera, he hablado con MEXC y desde ahí me dicen que ellos no ofrecen ningún tipo de servicio o documento parecido, que no puedo enviar nada ya que no lo ofrecen. He puesto capturas de mis conversaciones con agentes de MEXC en las que dicen que es imposible, ya que las criptomonedas son anónimas y yo en esa cuenta no tengo mi nombre puesto en ningún sitio!

Este está siendo un trato realmente injusto, me estáis mintiendo a la cara y jugando conmigo

Dear player,

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 already provided any documents to the casino in any way? If yes, what happened after that?

Has the casino explained to you why you can’t access your account, and how long this situation will last?

Have you consulted with the casino about how else you could provide the documents, since you can’t access your account?

Have you explained to them that you’re unable to provide certain documents, like proof of wallet ownership? If yes, how did they respond?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Have you already provided any documents to the casino? If so, what happened next?

They asked me for photos of my ID, a selfie, and I already sent them. The last thing was the crypto.

Has the casino explained to you why you can't access your account and how long this situation will last?

It's under review, I don't really understand what's going on.

Have you checked with the casino about how else you could provide the documents since you can't access your account?

They don't tell me anything, they keep asking me to send them through my account

Have you explained to them that you can't provide certain documents, such as proof of ownership of the wallet? If so, how did they respond?

They didn't understand. Just send the documents and that's it.

Could you share your communication with the casino regarding verification?

¿Ya has proporcionado algún documento al casino? De ser así, ¿qué pasó después?

Me pidieron fotos del dni, selfie y ya se las mandé, lo último fue lo de las crypto.

¿El casino le ha explicado por qué no puede acceder a su cuenta y cuánto tiempo durará esta situación?

Está en revisión, no entiendo muy bien que pasa

¿Has consultado con el casino sobre de qué otra manera podrías proporcionar los documentos, ya que no puedes acceder a tu cuenta?

No me dicen nada, me siguen pidiendo que los envíe a través de mi cuenta

¿Les has explicado que no puedes proporcionar ciertos documentos, como un comprobante de propiedad de la billetera? De ser así, ¿cómo te respondieron?

No lo entendieron. Que enviara los documentos y ya está

¿Podrías compartir tu comunicación con el casino sobre la verificación?

Dear player, are you now able to access your account, or is it still under review?

Have you received any updates from the casino since our last communication?

Could you please tell me which games you played?

Did you play using any bonuses?

Could you send me the communication you had with the casino where you tried to explain your problem and how they responded? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Can you access your account now or is it still under review?

Revision

Have you received any updates from the casino since our last communication?

None

Could you tell me what games you played?

Betting

Did you play using any bonuses?

No

The screenshots are the ones I sent, I have not had any further communication with the casino.

¿ya puedes acceder a tu cuenta o todavía está bajo revisión?

Revisión

¿Has recibido alguna actualización del casino desde nuestra última comunicación?

Ninguna

¿Podrías decirme a qué juegos jugaste?

Apuestas

¿Jugaste utilizando algún bono?

No

Las capturas son la que he enviado, no he tenido mas comunicación con el casino

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear pocahontas23232,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casinia Casino representative to join this conversation and participate in resolving this complaint.

Dear Casinia Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

We want to let you know that your account appears to be in good standing, and there are no issues from our side at this time.

To proceed with the verification process, please provide proof of deposit. Specifically, we require a screenshot of the transaction that clearly shows the transaction details, including the amount, date, time, and wallet address.

Once we receive this information, we’ll be able to complete the verification promptly.

If you have any questions or need assistance, feel free to reach out.

Thank you for your trust and cooperation.

Kind Regards,

Casinia Casino Team

Dear pocahontas23232,

Could you please follow the casino's instructions and let me know once you have sent the proof of deposit to the casino support?

I'll be awaiting your reply.

The problem is that I can't send any deposit receipts, since I can't access my account to see the deposit history. If Casinia could tell me the date and amount of the deposits, I'd be happy to send you the necessary screenshots.

El problema es que no puedo enviar ningún comprobante de depósito, ya que no puedo acceder a mi cuenta para ver el historial de depósitos de la cuenta. Si desde casinia me dijeran la fecha y el monto de los depósitos con mucho gusto les mandaría las capturas necesarias

Dear Casinia Casino,

Could you please specify the dates and amounts of the deposits here so that the player can provide you with the proof of the deposits?

I'll be awaiting your reply.

Dear pocahontas23232,

We kindly inform you that the dates that are relevant to the requested document are July 27 - August 8.

If you need further clarification, please do not hesitate to ask us.

Thank you for your cooperation.

Kind Regards,

Casinia Casino team

Hello, they are already sent.

Hola, ya están enviadas

Dear pocahontas23232,

Kindly be informed that the requested document should be uploaded via your account, on Verification tab.

Thank you for your cooperation and understanding.

Kind Regards,

Casinia Casino team

But if I can't access my account, how am I going to send them? You told me many times that since I couldn't access it, I should send the documentation by mail, and you said it yourselves.

Pero si no puedo entrar a mi cuenta como las voy a enviar, ya me dijisteis muchas veces que al no poder acceder, enviara la documentación por correo, y lo dijisteis vosotros mismos

Dear All,

Kindly be informed that verification was successfully completed and the two pending withdrawals were successfully completed.

Dear pocahontas23232,

We kindly inform you that you can proceed with requesting new withdrawals.

Thank you for your cooperation.

Kind Regards,

Casinia team

I can't request new withdrawals because I can't access the account. Could you please request them?

No puedo solicitar nuevos retiros ya que no puedo acceder a la cuenta, podríais solicitarlos vosotros?

Dear Casinia Casino,

Could you kindly assist the player with the issue they are experiencing regarding their account login?

I'll be awaiting your reply.

Dear pocahontas23232,

Kindly be informed that unfortunately we cannot request withdrawals.

We kindly ask you to try again, since the account is verified and open. Make sure that you are entering the correct credentials.

Please, let us know If that works for you. If this does not work for you, please provide us a screenshot of the message that appears on your phone when you try to log in.

Thank you for your cooperation.

Kind Regards,

Casinia Casino team

Dear pocahontas23232,

Your first two withdrawal requests were successfully completed.

We kindly inform you that you can proceed by requesting new ones.

Thank you for your cooperation and patience.

Kind Regards,

Casinia Casino team

Dear pocahontas23232,

Could you please inform us of the amount you have withdrawn so far and the remaining amount to be withdrawn?

I'll be awaiting your reply.

Dear Casinia Casino,

Could you please unblock the player's account so he can request another withdrawal?

I'll be awaiting your reply.

Dear pocahontas23232,

Kindly be informed that an e-mail was sent to you to provide us with your bank payment details, in order to proceed with the manual withdrawal of your active balance.

Thank you for your cooperation.

Kind Regards,

Casinia Casino team

Dear pocahontas23232,

Could you please provide the casino with your banking details via email so that they can process your withdrawal? Kindly let me know once you have done so.

I look forward to your reply.

Hello, I just provided you with my USDT wallet, since I have entered through that method

Hola, les acabo de proporcionar mi cartera de USDT, ya que yo he ingresado por ese método

Dear Casinia Casino,

Could you please let us know once you process the withdrawal to the player's USDT wallet?

I'll be awaiting your reply.

Dear pocahontas23232,

Kindly be informed that regarding crypto payments we accept only the following:

BTC

LTC

DOGE

ETH

USDC (ERC20)

Please provide us with a crypto wallet address of the above options. 

Thank you for your understanding.

Kind Regards,

Casinia Casino team

Dear pocahontas23232,

Would it be convenient for you to choose from one of the presented cryptocurrencies? Could you please provide the casino with the crypto address?

Please let us know once you provide the casino with the information.

I am looking forward to your response.

I have already sent it by USDC

Ya lo he enviado por USDC

Dear Casinia Casino,

Could you please let us know once you process the withdrawal to the player's USDC (ERC-20) wallet?

I'll be awaiting your reply.

Dear pocahontas23232,

Thank you for providing us with your payment details.

Kindly be informed that your payment details were forwarded to the relevant department and once there is an update, we will notify you promptly.

Thank you for your understanding and cooperation.

Kind Regards,

Casinia Casino team

Dear Casinia Casino,

Thank you for your response.

Please keep us updated regarding the withdrawal and let us know once it is processed.

I'll be awaiting your reply.

I don't understand why they asked me for my bank details first, even though I didn't deposit with a card or bank, but with cryptocurrency. So, I requested a withdrawal with cryptocurrency and they said yes. I sent the USDC ERC20 address they asked for, and now they're asking me to send my bank details again? I don't want to withdraw with a bank, only with cryptocurrency, which is how I made the deposit. And the withdrawal must be made with the same method I used to deposit.

No entiendo por qué me pidieron primero mis datos bancarios, si bien no hice ningún depósito con tarjeta ni banco, sino con criptomonedas. Entonces, solicité retirar con criptomonedas y me dijeron que sí, envié la dirección USDC ERC20 que me pidieron, ¿y ahora me piden que vuelva a enviar mis datos bancarios? No quiero retirar con banco, solo con criptomonedas, que es como hice el depósito, y el retiro debe hacerse con el mismo método que usé para depositar.

Dear pocahontas23232,

First of all, we apologize for any inconvenience caused.

Unfortunately, we have created a few times manual withdrawal to your Crypto payment, however, there was issue and payment was not able to be processed.

Therefore, that is the reason why we have requested bank details for manual withdrawal via your bank payment details.

Thank you for your understanding and patience.

Kind Regards,

Casinia Casino team

I prefer to try again by crypto, if it doesn't work then by bank

Prefiero intentarlo de nuevo por crypto, si no funciona pues por banco

Dear Casinia Casino,

Thank you for your response and the information you provided. Could you please explain why the crypto withdrawal was not processed? Based on how cryptocurrencies function, there should be no issue in sending the funds to a specified USDC (ERC-20) crypto address. Your cooperation is much appreciated.

I'll be awaiting your reply.

Dear All,

We kindly inform you that the manual withdrawal of active balance was successfully completed via bank transfer.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you for your cooperation and understanding.

Kind Regards,

Casinia Casino team

Dear pocahontas23232,

Please let us know once you receive the payment.

I'll be awaiting your reply.

Yes, I have already received it.

Si, ya lo he recibido

Dear pocahontas23232,

We're glad to hear that your 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,

Stefan, Casino.Guru