Good morning,

On the 10th of July, I made two deposits to my Casinia account (€100+€100) and placed a few bets (totalling to more than €200 altogether) as can be seen from the attached documentation to this complaint.

By the end of the 10th, my account balance had grown to €1345, which I began to try and withdraw in chunks of €500 because this is the daily limit imposed by the Casino.

Since the 10th, I have NEVER been able to make a single withdrawal request (despite attempting to withdraw different amounts, using different browsers, devices, clearing the cache or using incognito mode). The screen has consistently been stuck as shown in the attached screenshot.

For 5 days now, I've been in contact with Casinia Customer Service who continue to give me extending timelines without resolving the issue. In their latest email (attached here) they even claimed to have processed the withdrawal, but my balance remained unchanged and there are no pending requests in the history of my account.

This situation is absolutely inconceivable and I demand my money immediately.

Please let me know if you need any further information.

Thank you,

Matteo

Buongiorno,

In data 07/10 ho effettuato due depositi sul mio conto Casinia (100€+100€) e piazzato alcune scommesse (decisamente superiori in totale a 200€) come da allegati al presente reclamo.

Alla fine del 08/10 ho accumulato un saldo di 1345€ che ho cominciato a provare a ritirare (a tranche da 500€ poichè è il limite giornaliero imposto dal Casinò).

Dall'8/10 non è MAI stato possibile inserire alcuna richiesta di prelievo (provando qualsiasi tipo di importo anche più basso, provando più browser, provando più devices, provando a svuotare la cache e provando dalla modalità incognito). La schermata è sempre stata freezata come da screenshot allegato.

Ormai da 5 giorni sono in contatto con i Servizio Clienti Casinia che continua ad allungare le tempistiche senza fare nulla per risolvere il problema. Nell'ultima mail (qui allegata) hanno addirittura millantato di aver processato il prelievo ma, il saldo è rimasto invariato e non è presente alcuna richiesta in sospeso nello storico del mio account.

La situazione è assolutamente inconcepibile ed esigo i miei soldi immediatamente.

Rimango a disposizione per qualsiasi informazione aggiuntiva.

Grazie,

Matteo

Dear Matt1872,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

I went over the communication you submitted and from my point of view it seems the casino is genuinely trying to process your withdrawal according to support's responses from today. (October 13th)

I understand the ongoing technical difficulties you are experiencing must be frustrating, however, let's give the casino the time to process your withdrawal manually.

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.

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, please, let us know and we will intervene and try to help you. 

Please inform me

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear Matt1872,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.