Casinia Casino - Играчът вярва, че изтеглянето се бави.

Good day,

I would like to file an official complaint against Casinia Casino, as my payout of 200 EUR is being withheld without any apparent reason.

I submitted the withdrawal request to my Revolut account on Sunday, July 26, 2026. Since the first day, my profile has displayed the status "Reviewing your transaction," and this has not changed to this day. The casino's standard processing time of 3 business days has long since been exceeded.

My player account is fully verified (KYC) and all my documents are in perfect order. Three weeks ago, I successfully withdrew €1,500 from the same account, and the entire process went completely smoothly. The money even arrived in my Revolut account on a Sunday, immediately after approval.

When I contact support via live chat, the staff don't give me any concrete information about the reason for the delay. They simply repeat standardized phrases saying they're sorry and that I should wait. The finance department isn't communicating with me.

Since I have fulfilled all the conditions and verification was successful in the past, I see no reason why the smaller amount of €200 has been blocked for almost a week. I request that the casino investigate the situation immediately and release my payment to Revolut.

I thank the Casino Guru team for their assistance in resolving this case.

Guten Tag,

ich möchte eine offizielle Beschwerde gegen das Casinia Casino einreichen, da meine Auszahlung in Höhe von 200 EUR ohne ersichtlichen Grund zurückgehalten wird.

Ich habe den Auszahlungsantrag auf mein Revolut-Konto am Sonntag, dem 26. Juli 2026, gestellt. Seit dem ersten Tag wird in meinem Profil der Status „Überprüfung deiner Transaktion" angezeigt, und bis heute hat sich daran nichts geändert. Die Standardbearbeitungszeit des Casinos von 3 Werktagen ist bereits seit Langem überschritten.

Mein Spielerkonto ist vollständig verifiziert (KYC) und alle meine Dokumente sind absolut in Ordnung. Vor drei Wochen habe ich von demselben Konto erfolgreich einen Betrag von 1.500 EUR abgehoben, und damals verlief der gesamte Prozess völlig reibungslos. Das Geld kam damals sogar am Sonntag, sofort nach der Genehmigung, auf meinem Revolut-Konto an.

Wenn ich den Support über den Live-Chat kontaktiere, geben mir die Mitarbeiter keine konkreten Informationen über den Grund der Verzögerung. Sie wiederholen lediglich standardisierte Phrasen, dass es ihnen leidtut und ich weiter warten soll. Die Finanzabteilung kommuniziert nicht mit mir.

Da ich alle Bedingungen erfüllt habe und die Verifizierung in der Vergangenheit erfolgreich war, sehe ich keinen Grund, warum der kleinere Betrag von 200 EUR nun seit fast einer Woche blockiert wird. Ich fordere das Casino auf, die Situation unverzüglich zu prüfen und meine Zahlung auf Revolut freizugeben.

Ich danke dem Casino-Guru-Team für die Unterstützung bei der Lösung dieses Falls

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear David19.1993,

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

Dear David19.1993,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear David19.1993,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru