I'm so glad I could help you a bit. I imagine it must be a challenging situation, so if you struggle with anything around the tools or want to talk, I can follow you to the responsible section. Or you may find other people there. Don't worry.

When it comes to refunds, and here I'm going to repeat myself a bit, if the casino fails to respond to a self-exclusion request and also if the player stated the reason for the exclusion clearly naming the addiction or compulsion, I would expect a positive outcome. That's very general, though.

The complaint, on the other hand, will be focused on explaining even details.

The process usually needs some time, though, so there will be no rush. ??

My favorite slot just paid out huge! Never been this lucky.

I can’t decide between slot games or live games for better payouts. What’s been your experience with either?

Hello, on December 30, 2024 I won a Jackpot at Casinia, I made 3 withdrawals the following days of €500 each, (the maximum possible according to them) I have more than €20,000 left to withdraw but I have a bad feeling, as of today 01/13/25 they still haven't credited me anything... and they only send me predicted messages.

Has anyone received any withdrawal well?

Hola el dia 30 de diciembre de 24 gane un Jackpot en casinia, puse 3 retiros los dias posteriores de 500€ cada uno, ( lo maximo posible segun ellos) me quedan mas de 20000€ por retirar pero me da mala espina a dia de hoy 13/01/25 todabia no me han ingresado nada.... y solo me envian mensajes predictados.

Alguien a recibido bien algun retiro?

huye!!!!!!!

And is your account fully verified there?

I would surely suggest you file a complaint here so our team can investigate what is going on. It surely is a long time without any information.

What do you think? Here's the link where you can do so.

I hope everything will be explained soon.

Fully verified.

But they only send me automatic messages and don't solve anything for me.

Totalmente verificada.

Pero ellos solo me mandan mensajes automáticos y no me solucionan nada.

Live Support

Live Support

Customer Service

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Can you check my withdrawals? They still appear under review...

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Alexandra

Hello! I'm Alexandra and I welcome you to our Customer Service. I'll be the one to help you today!Show original

Please note that you are currently connected to our Italian customer service.

However, our chat uses automatic translation mode, so feel free to continue using your language!

Please note that some translation errors may occur, but we hope this feature will allow us to help you as best we can.Show original

Please wait for me online while I review your account, thank you.Show original

Thanks for waiting.

We regret the delay encountered.

We would like to remind you that we operate in different countries in real time and in different time zones around the world, which makes our departments, including the finance department, very busy 24/7.

We operate in international and not national payment circuits and banking systems, which may lengthen money transfer times.

In any case, as I was explaining to you, your withdrawal request was duly processed by the department the day after your request and I sent a reminder to your file.

Can I do anything else for her?Show original

Since we have not received any further response from him, we have ended the conversation. But don't worry, if you need our help, don't hesitate to contact us again via chat or email. We wish you lots of fun and a wonderful evening.Show original

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Soporte en vivo

Atención al cliente

hola

Chat iniciado

puedes revisar mis retiros?, aparecen tpdavia en revision...

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Alexandra

?Saludos! Soy Alexandra y te doy la bienvenida a nuestro Servicio de Atención al Cliente.  ?Hoy seré yo quien la ayude!Mostrar original

Tenga en cuenta que actualmente está conectado a nuestro servicio de atención al cliente italiano.

Sin embargo, nuestro chat utiliza el modo de traducción automática, ?así que siéntete libre de continuar usando tu idioma!

Tenga en cuenta que pueden ocurrir algunos errores de traducción, pero esperamos que esta función nos permita ayudarlo lo mejor que podamos.Mostrar original

Espérame en línea mientras reviso tu cuenta, gracias.Mostrar original

Gracias por esperar.

Lamentamos el retraso encontrado.

Nos gustaría recordarle que operamos en diferentes países en tiempo real y en diferentes zonas horarias alrededor del mundo, lo que hace que nuestros departamentos, incluido el de finanzas, estén muy ocupados las 24 horas del día, los 7 días de la semana.

Operamos en circuitos de pagos y sistemas bancarios internacionales y no nacionales, esto podría alargar los tiempos de transferencia de dinero.

En cualquier caso, como te estaba explicando, tu solicitud de retiro fue debidamente procesada por el departamento al día siguiente de tu solicitud y envié un recordatorio a tu expediente.

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Al no recibir más respuesta de él, damos por finalizada la conversación. Pero no te preocupes, si necesitas nuestra ayuda no dudes en contactarnos nuevamente vía chat o correo electrónico. Le deseamos mucha diversión y una velada maravillosa.Mostrar original

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Understand.

That's why you have done right by submitting a complaint. Just update it whenever possible, please, so the proper investigation can start.

Well, for now I already have the money from the three refunds (€1,500).

It seems that the complaint worked, thank you. We'll see if we have more luck.

Bueno de momento ya tengo el dinero de los tres reintegros (1500€).

Parece que funciono la denuncia gracias y a ver si sigue la suerte.

That is great news indeed. I hope that they'll continue doing so.

We'll be here for any updates from you.

Yesterday I received an email around 8am informing me that my 300 euro withdrawal was complete. However, it didn't reach my account. Today I received the same email regarding a subsequent withdrawal of 100 euros which was immediately credited to my bank account. I contacted support who gave me automated replies and they don't even reply by email. I'm asking for help to resolve this situation as I'm missing 300 euros that weren't won with bonus money or free spins.

Ontem recebi um email por volta das 08h00 onde me informaram que o meu levantamento de 300 euros estava completo. No entanto n?o chegou à minha conta. Hoje recebi o mesmo email relativamente a um saque posterior no valor de 100 euros que foi imediatamente creditado na minha conta bancária. Contactei o suporte que me respondeu com respostas automáticas e por email nem sequer respondem. Pe?o ajuda para resolver esta situa??o uma vez que est?o em falta 300 euros que n?o foram ganhos com dinheiro de bónus nem rodadas grátis.

Hello, although it is quite strange, I would definitely try to be patient and wait. If the withdrawal was successful, you'll probably get the money, so I wouldn't worry right off the bat. Sometimes you just have to wait and not think about the worst. I know that automatic responses don't give you peace of mind but I hope everything will work out. 

If it doesn't, then you have an open complaint and we will try to help you. 

So. I will wait if anything changes. ??

Hello, everyone,

A couple of months ago I wrote on this forum to say that my withdrawals from Casinia had not been transferred. A few days after writing on this forum, the deposits appeared in my account.

A week ago I returned to play with them and made another withdrawal. The next day a Casinia salesman contacted me to offer me promotions, bonuses and other things. He also told me that I could ask him anything related to withdrawals. Well, I requested the withdrawal of €270 on Thursday the 6th and today, Monday the 10th, I already have it in my account.

I don't know if other users here have had contact with a Casinia sales representative.

Buenos días a todos,

Hace un par de meses escribí en este foro para comentar que no me habían realizado las transferencias de los retiros desde casinia. A los pocos días de haber escrito en este foro aparecieron los ingresos en mi cuenta.

Hace una semana volvía jugar con ellos y realicé otro retiro, al día siguiente se puso en contacto un comercial de casinia conmigo para ofrecerme promociones bonos y demás, tambien me dijo que podía consultarle todo relacionado con los retiros. Pues bien, el retiro de 270€ lo solicité el jueves 6 y hoy lunes 10 ya lo tengo en mi cuenta.

No se si a mas usuarios de por aquí han tenido contacto con algún comercial de casinia.

Hi, interesting situation, if I may say so.

Let's see whether someone else had a contact with the sales representative. Sounds like a sort of customer manager to me.

Exactly! Since he contacted me, all the withdrawals have been very fast. I don't know if they choose clients randomly, but apparently I've been lucky.

Exactamente!! desde que contactó conmigo todos los retiros han sido rapidísimos. No se si eligen clientes aleatoriamente, por lo que se ve he tenido esa suerte.

Oh, just wow, I guess. ??

Having his number would be worth gold. Thank you for adding a positive impulse into this thread. I'm eager to see if anyone else is going to be that lucky.

I'm glad you were, of course!

Yesterday I won a big sum of money, 40,000€ with 500€ per day, it will be a long withdrawal... hope I get it soon.

Gestern habe ich eine gro?e Summe Geld gewonnen, 40.000€ mit 500€ pro Tag, es wird eine lange Auszahlung sein ... hoffe, dass ich es bald bekomme.

Congratulations.

Yeah, I can see that the limit is 7000€ per month, so some patience should be in place for sure.

Is your account already verified there?

Please keep us informed about how it goes.

No, my account has not been verified yet, I hope that is not a problem! Currently 2*500 Euro are waiting

Nein, mein Konto ist noch nicht verifiziert worden, ich hoffe, das ist kein Problem! Derzeit warten 2*500 Euro