Casinia Casino - Οι αναλήψεις του παίκτη έχουν καθυστερήσει.

I have requested 3 withdrawals of 500 with the last one being on 30/6. Since then, despite their terms and conditions and what is said on the live chat that I almost daily attend, which states that withdrawal processing takes 3 business days, today is 6/7 and I have no update. The only thing they do on live chat is try to reassure me and tell me that they are forwarding my problem to the finance department so that I supposedly have priority. I stress again, there has been no communication from the company via email regarding my withdrawals, not even to notify me about verification.

Έχω αιτηθεί 3 αναλήψεις των 500 με την τελευταία να την κάνω 30/6 . Έκτοτε ενώ λένε και στους όρους και στο live chat που μιλάω σχεδόν καθημερινά οτι παίρνει η επεξεργασία αιτημάτων ανάληψης 3 εργάσιμες, σήμερα 6/7 και δεν έχω νέο. Το μόνο που κάνουν στο live chat είναι να προσπαθούν να με καθησυχάσουν και να μου λένε ότι προωθούν το πρόβλημα μου στο τμήμα οικονομικών ώστε να έχω και καλά προτεραιότητα. Τονίζω πάλι,κανένα νέο από την εταιρεία μέσω email σχετικά με τις αναλήψεις μου,ούτε καν για να μου πουν για ταυτοποίηση.

Dear gromp345,

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

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I have not been asked to verify my account in any way. Next Sunday (not tomorrow) marks 14 days and I will let you know then or sooner obviously if the issue is resolved if anything has changed.

Δεν μου εχουν ζητήσει να επαληθεύσω με τον οποιοδήποτε τρόπο τον λογαριασμό μου. Την επόμενη Κυριακή (όχι αυριο) συμπληρώνονται 14 μερες και θα σας ενημερώσω τότε ή νωρίτερα προφανώς αν διευθετηθεί το θέμα αν έχει αλλάξει κάτι.

Here are some screenshots from today's contact with casinia's live chat.

Εδω ειναι καποια screenshots απο τη σημερινή μου επαφη με το live chat της casinia.

Thank you for the screenshots. Could you please inform me if you received your winnings?

Yes finally I received my winnings 2-3 days ago and have made 2 more withdrawals now so all good.

Ναι εν τελει έλαβα τα κέρδη μου πριν 2-3 μέρες και έχω προβεί και σε άλλες 2 αναλήψεις τώρα, οπότε όλα καλώς.

Dear gromp345,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru