Casinia Casino - Zahtev igrača za povlačenje je odložen i pristup nalogu je ograničen.

I am writing to formally lodge a complaint against Casinia Casino regarding unfair treatment, groundless blocking of my communication channels, and the withholding of my funds. There is currently a massive balance of 4,951,000 (nearly 5 million) on my player account, which I legally won while playing on the platform.

​My account verification has been artificially dragged out since May 19th. I have provided a complete set of the requested verification documents, yet the process has been stuck in limbo for nearly two months. My critical question is: why has this verification process been ongoing since May 19th, and for what reason has no final decision been made?

​As a VIP player, I have been completely cut off from customer support. During a live chat conversation, an agent named Agnieszka officially stated that the casino does not have any maximum time limit to complete account verification. When I firmly started questioning the reasons behind such an extensive delay, my access to the live chat feature was completely blocked and disabled. Furthermore, my dedicated VIP Manager, Nicole, has been ignoring my emails for days and remains completely silent.

​I must emphasize the blatant double standards in the casino's operations: my deposits were accepted instantly and without any barriers, yet this massive issue only appeared when it came to withdrawing my winnings. Additionally, in the past—during this exact same pending verification—the financial department successfully processed a manual withdrawal for me, which proves that the current block is solely due to the casino's bad faith.

​I feel blatantly cheated and ignored due to the size of my winnings. I urgently request the assistance of the mediators to intervene, force the casino to explain why this case has been stalled since May 19th, restore my live chat access, and facilitate the withdrawal of my fu

nds.

Casino Name: Casinia

Player ID/Username: [email hidden by Casino Guru]

Disputed Amount: 4,951,000

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Which documents did you send to the casino for the verification of your account? Have any of your documents been reviewed and approved by the casino's relevant department?

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

Best regards

Veronika