Fast, intuitive website with many providers, and a lot of advertising in forums claiming to be a 'trustworthy site.' But withdrawals are limited to €500 per day. They say they process in 3-5 days, but in my case, like many others, we have been waiting for more than 7 days. Customer service keeps delaying with excuses, saying that the first day doesn't count, that weekends and holidays don't count either... In Spain, there are many casinos and betting houses that pay the same day you request it. This is a scam. And now, let's uncover Casinia. It is not subject to Spanish regulation, does not pay taxes in Spain. It is an offshore company from Curacao, the Netherlands Antilles. It is illegal for them to attract players in Spain, but they do it and are very exposed... If it takes 14 days to pay you €500, can you imagine a big prize?

Web rápida, intuitiva, y con muchos proveedores, con mucha publicidad en los fórums afirmándose como 'web de confianza'. Pero las retiradas de fondos están limitadas a 500€ diarios. Dicen que se procesan en 3-5 días pero en mi caso como a muchos otros ya llevamos esperando más de 7 días. Atención al cliente no para de darte largas, que si el primer día no cuenta, que si los fines de semana y festivos tampoco... En Espa?a hay muchos casinos y casas de apuestas que pagan el mismo día que lo pides. Esto es un enga?o. Y ahora desnudemos a Casinia . No está sujeta a la regulación espa?ola, no paga impuestos en Espa?a. Es una off shore de Curacao, Antillas Holandesas, es ilegal que capte jugadores en Espa?a pero lo hace y están expuestos y mucho.. Si para pagarte 500€ se pasan 14 días os imagináis un premio grande?

Dear Alcatraz24,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised what is causing the delay of your cash out? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hello.

I requested the withdrawal on 07/22/24 at 12 noon. It was a Monday. There were no holidays that week. I asked customer service if all the information was correct and my account was verified and I don't know they tired of repeating that everything was correct. That I shouldn't worry. A week later I contacted again. They said that the first day I asked for it doesn't count. From the next Tuesday to the following Monday for them it's just 5 days and they were on time because it takes between 3 and 5 days to process, but today Tuesday it's 8 days and it's still the same: 'your withdrawal is being processed'. They haven't asked me for any documents but promotions keep coming. In total I deposited more than €500 with a card in the previous days and clicked on withdraw just 500. It's been 8 days now, and I'm very afraid that what's behind this is a desire to avoid paying, by all means. They had to warn about this before opening an account or making deposits to the players.

Hola.

Solicité el retiro el día 22.07.24 a las 12 del mediodía. Era un lunes. Esa semana no había festivos. Pregunté en atención al cliente si todos los datos eran correctos y mi cuenta estaba verificada y no sé cansaron de repetir que todo estaba correcto. Que no debía preocuparme. Una semana después contacté de nuevo. Decían que el primer dia que lo pedí no cuenta. Desde el día siguiente martes hasta el lunes siguiente para ellos son 5 días justos y estaban a tiempo porque se procesa entre 3 y 5 días, pero hoy martes se cumplen 8 días y sigue igual: 'su retiro se está procesando'. No me han pedido ningún documento pero no paran de llegar promociones. En total ingresé con tarjeta en los días previos más de 500€ y pulse en retirar 500 justos. Ya van 8 días, y mucho me temo que lo que hay detrás de esto es un deseo de evitar pagar, por todos los medios. Ellos tenían que avisar de esto antes de abrirse una cuenta o de hacer ingresos los jugadores.

Thanks for the explanation.

• If the issue persists, could you please share your recent communication with casino support? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Have you accumulated your winnings with the help of a bonus?

Hello, I give you permission to share the screenshots.

Regarding the bonus, I only used one the first time I deposited. I lost my money and the bonus. Then I made more deposits but this time without a bonus. The balance was real.

Hola, le doy permiso para compartir las capturas.

Sobre lo del bono solo use uno la primera vez que deposité. Perdí mi dinero y el del bono. Luego hice más depósitos pero ya esta vez sin bono. El saldo era real.

Hello again, you have my permission for what you have requested.

Thanks for your help.

Hola otra vez, tienes mi permiso para lo que has solicitado.

Gracias por tu ayuda.

Thank you very much, Alcatraz24, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected])  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 Alcatraz24,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for contacting us.

Please be informed that, as of today, there are no active balance or active withdrawal requests on the customer's account.

Previous withdrawal requests were cancelled and played by the customer.

Kind regards,

Casinia team

Dear Alcatraz24,

Could you please confirm, you have played through your balance?

Hello, as I said in a previous email, they were giving me the runaround for 14 days, giving me all kinds of excuses. After 14 days they returned the money to the account without having paid me. They didn't give me any explanation. In these cases, the normal thing is to receive a communication explaining why, but I didn't receive it. I asked again in the chat and they replied saying that I should request the withdrawal again and that it would take another 3-5 business days, that is, another 14 days... And since I was so angry at having to admit that these people at CASINIA would never pay me those 500€, I decided to play it, have a good time and forget about them forever, recommending all the Spanish people who want to open an account with them to think better about it. Most of the opinions here on the forum are not real, they are from themselves. They don't pay, they bore you and stress you out until you play it again out of necessity. They are not supervised by any Spanish body because they operate without a license in Spain. They are in the Dutch Antilles, that is, the only way to protest is in these forums where help is appreciated. I will never open an account again in a casino that is not protected and supervised by Spanish law.

I read that they have replied to your email. It can be deduced from their reply that the player is somehow exaggerating or lying, but they don't say a word about the daily exchange of messages we send each other where they told me everything to delay the payment, including that it was the end of the month and that they were paying employees before paying clients. Why else would a player go to a forum to seek help from people who can help him? For fun? Of course not. Can you ask them how long they were waiting for the withdrawal of funds and why it was cancelled by them, without giving any explanation by email or phone? Seeing that the chances of getting paid were already slim and tired of everyone, so as not to start begging them to pay me for another two weeks, I took the money and played it. Naturally it was seen and not seen. It didn't last long. Can you ask them how much I have earned after everything I have been through? 0 euros. I will not play a single euro again, and not because the casino is bad, it has good and agile software, but because in this world of gambling, if you do not pay your debts, no one will want to play with you. It is a rule to respect, and if you do not comply with it, you are exposed.

Hola, cómo expresé en un correo anterior, durante 14 días estuvieron dándome largas, contándome toda clase de excusas. Pasados 14 días devolvieron el dinero a la cuenta sin haberme pagado. No me dieron ninguna explicación. En estos casos lo normal es recibir una comunicación donde se explique por qué, pero no lo recibí. Pregunté otra vez en el chat y contestaron diciendo que vuelva a solicitar la retirada y que tardarían otros 3-5 días hábiles, es decir otros 14 días... Y como estaba tan enfadado por tener que admitir que estos de CASINIA no me pagarían nunca esos 500€, decidí jugarlo, pasar un rato entretenido y olvidarme de ellos para siempre, recomendando a todos los espa?oles que quieran abrirse una cuenta con ellos, que se lo piensen mejor. La mayoría de las opiniones que hay aquí en el foro no son reales, son de ellos mismos. No pagan, te aburren y te estresan hasta q te lo vuelves a jugar por imperativo. No están supervisados por ningún organismo espa?ol porque actúan sin licencia en Espa?a. Están en las Antillas Holandesas, es decir, la única vía para protestar es estos foros donde se agradece la ayuda. Nunca más volveré a abrir una cuenta en un casino que no esté amparado y supervisado por la ley espa?ola.

Leo que ellos han contestado a vuestro correo. Se deduce de su respuesta que el jugador es quien de alguna forma está exagerando o miente, pero no dicen ni una palabra del diario intercambio de mensajes que nos pasamos donde me dijeron de todo para demorar el pago, incluso que era final de mes y que estaban con los pagos a empleados antes de los pagos a clientes. Por qué de otra forma va a acudir un jugador a un foro a buscar ayuda de gente que le pueda ayudar? Por gusto? Desde luego que no. Podéis preguntarles cuánto tiempo estuvo esperando la retirada de fondos y por qué se anuló por su parte, sin dar ninguna explicación por mail ni por teléfono? Viendo que las posibilidades de que te paguen eran ya escasas y cansado de todos, para no empezar otra vez a rogarles me pagasen durante otras dos semanas, cogí el dinero y me lo jugue. Naturalmente fue visto y no visto. Duró poco. Podéis preguntarles cuánto he ingresado después de todo lo que he pasado? 0 euros. Ni un sólo euro volveré a jugar, y no porque el casino esté mal, que tiene un software bueno y ágil, sino porque en este mundillo del juego, si no pagas tus deudas nadie querrá jugar contigo. Es una regla a respetar, y si no la cumples, estás expuesto.

Thank you for your reply, Alcatraz24.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

www.kpvfaw.com