Casinia Casino - Οι αναλήψεις των παικτών καθυστερούν λόγω επαλήθευσης KYC.

Twenty days ago, I won a prize of almost €10,000. I requested three withdrawals of €800 each via card, as that was the maximum allowed. The first withdrawal was on June 7, 2026, and the other two on the 8th and 9th of the same month. On June 10, 2026, my withdrawals were blocked. When I contacted casino support, they told me they were investigating my account because it required KYC verification. However, this wasn't indicated on the website. Since then, I've contacted them numerous times, and the response I always received was that the relevant department was working on my case and that they would contact me via email, without clarifying how long it would take or what documents I needed to provide. I've been waiting for over 14 days for the email requesting my documents to unblock my withdrawals and complete the verification. I'm reaching out to you for help with my case. I've attached screenshots of some relevant conversations and the withdrawals. pending, thank you.

Hace 20 días gané un premio de casi 10000€, solicité 3 retiros a través de tarjeta de 800€ cada uno ya que era el máximo que me permitían, el primero de ellos el 07/06/2026 y los otros dos el 08 y 09 del mismo mes, el día 10/06/2026 me bloquearon los retiros, al contactar con el soporte del casino me indicaron que estaban investigando mi cuenta por que requería verificación kyc, sin embargo en la web eso no aparecía así, desde entoces he estado contactando con ellos en numerosas ocasiones y la respuesta que siempre recibí fue que el departamento correspondiente está trabajando en mi caso y que contactarán conmigo vía email, sin aclararme cuanto tiempo tardarán en contactarme ni que documentos debo de aportar, llevo ya más de 14 días esperando el correo en el que solicitan mis documentos para poder desbloquear mis retiros y completar la verificación, acudo a vosotros en busca de ayuda con mi caso, adjunto capturas de pantalla de algunas conversaciones relevantes y de los retiros pendientes, gracias.

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Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

To date, I haven't sent any verification documents because they've never asked for them. My problem is that I've been waiting 20 days for them to request the documents for verification, and they still haven't. I understand that KYC is an important and necessary process, which is why I offered to send my documents in advance, but their response was that it wouldn't do any good because they hadn't requested them yet. However, since they haven't even sent me an email requesting the KYC documents or activating the website for verification, I can't do anything but wait for an email that they say will arrive soon, but it's already been 20 days. That's why I decided to contact you to see if you can help me.

Hasta la fecha no he enviado ningún documento de verificación por qué nunca me lo han pedido, mi problema es que llevo 20 días esperando a que me pidan los documentos para verificar y no me los piden todavía, entiendo que kyc es un proceso importante y necesario por eso les propuse enviar mis documentos en adelanto pero su respuesta fue que no serviría de nada por qué aún no me los habían pedido, pero como aún ni si quiera me han enviado un correo en el que me pidan los documentos de kyc o me activen la web para realizar la verificación no puedo hacer nada más que esperar un correo que dicen que llegará pronto pero ya llevan 20 días, por eso decidí contactaros para ver si podéis ayudarme.

I received the KYC verification email and uploaded my documents to the website. I'm still waiting for my funds and will keep the case open until I receive them.

He recibido el correo de verificación kyc y he subido mis documentos en la web, sigo a la espera de mis fondos, seguiré con el caso abierto hasta que los tenga.

I'm updating the case: when uploading the documents, one of them doesn't appear to be sent correctly. When I contacted support, they said they have everything they need, but the verification request remains. I understand that if this notification remains for 30 days, my account could be closed, but I'll wait for the notification to disappear.

Actualizo el caso, al subir los documentos uno de ellos no aparece que se envíe correctamente, al contactar con el soporte dicen que tienen todo lo que necesitan, pero no desaparece la solicitud de verificación, tengo entendido que si está notificación permanece 30 días mi cuenta podría ser cerrada, aún así esperare a que desaparezca la notificación.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Hello, I have already contacted you by email.

Hola, ya he contactado contigo por correo.

I want to inform you that 2 out of 3 withdrawals have been cancelled without prior notice or explanation.

Quiero informar de que me han cancelado 2 de los 3 retiros sin aviso previo ni explicación

I am updating the case: on June 30th I sent the document that I could not send through the web to the email [email protected] On July 4th, they replied to another email I sent explaining the problem I was having sending the document, saying the following: "Your documents sent by email have been successfully received and are currently being thoroughly reviewed by the relevant department." Today I contacted the casino's live support because the website still shows that I sent the document. The response I received was that they are asking me to send the document again by email, which I have already done, so I don't understand the process; they are only adding more delay.

Actualizo el caso: el 30 de junio mandé el documento que no podía mandar por la web al correo [email protected], y el 4 de julio me respondieron a otro correo que envié explicando el problema que tenía para enviar el documento, diciendo lo siguiente "sus documentos enviados por correo electrónico han sido recibidos con éxito y en este momento están siendo revisados minuciosamente por el departamento correspondiente.", hoy he contactado con el soporte en vivo del casino ya que me sigue apareciendo el la web que envíe el documento, la respuesta que recibí es que me piden que envíe otra vez el documento por correo cosa que ya he hecho, por lo que no entiendo el proceso, solo añaden más demora.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Klon2000,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Last update: The documents they requested, both identity verification and bank card ownership verification, were sent and received correctly by the casino, as they indicated in my last communication with them on July 8th. Six days have passed since then, and the verification process is still underway...

Última actualización: Los documentos que me pidieron, tanto verificación de identidad como de titularidad de tarjeta bancaria, fueron enviados y recibidos correctamente por el casino según me indicaron en mi última comunicación con ellos el 8 de julio, 6 días han pasado de eso, sigue en proceso la verificación...

I want to add that my account is apparently verified since they have unlocked my withdrawals, but they haven't sent me any email about it.

Quiero añadir que mi cuenta está verificada aparentemente ya que me han desbloqueado los retiros, pero no me han enviado ningún correo al respecto.

I've requested 2 new withdrawals, let's see how long they take.

He solicitado 2 retiros nuevos veamos cuánto tardan

I want to announce that I've received my first withdrawal, after more than 30 days since June 7th when I tried to withdraw. The verification process took a while, but in the end, everything seems to be in order. Let this post serve as a reminder to anyone who has the same problem: be patient and keep a cool head.

Quiero anunciar que he recibido el primer retiro, después de más de 30 días desde el 7 de junio que intenté retirar, el proceso de verificación tardó lo suyo, pero al final parece que va todo en orden, que sirva este post para cualquiera que tenga en mismo problema, que tenga paciencia y cabeza fría

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.

Hello everyone,

Dear Klon2000,

thank you for keeping me informed about the progress. I am glad to hear that your first withdrawal has already been successfully received and that the situation appears to be moving in the right direction.

Although Casinia Casino has not yet responded directly in the complaint thread, the successful payment is certainly a positive sign. I will keep the complaint open for now and continue monitoring whether the remaining withdrawals are processed without further issues.

Please continue to update me regarding any further withdrawals or if you encounter any new problems.

Thank you for your patience and cooperation.