Casinia Casino Review

The player from Spain, who had self-excluded from gambling, disputed a deposit that was allowed despite their self-exclusion status. The complaint was rejected due to the player's failure to respond to requests for evidence of self-exclusion and additional information necessary for the investigation. As a result, no further action could be taken on the complaint.

The player from Portugal had not received a withdrawal of €200 made 14 days prior, despite having a fully verified account and a history of successful withdrawals. The casino acknowledged no irregularity but had not processed the payment. The issue was resolved after the player provided the necessary communication, and the payment was confirmed to have been received in the bank account. The complaint was marked as 'resolved' in the system.

The player from Spain has been waiting over two months for a withdrawal from Casinia, initially told it would take 3 to 5 days. Despite repeated inquiries, the finance department continues to delay responses and has canceled several of her requests without explanation.

The player from Poland faced account closure at Casinia.com after requesting a withdrawal of 500 euros, which was not processed. Despite repeated inquiries, he received no explanation for the account closure or the status of his withdrawal. The issue was resolved when the player received his winnings, leading him to decide against continuing to play on the site. The Complaints Team marked the complaint as 'resolved' after confirming the outcome with the player.

The player from Greece had won 4500 euros but faced significant delays in withdrawals due to a maximum daily limit of 500 euros. Despite having requested the first withdrawal on November 4th, the funds had not yet been deposited as of April 11th, and additional requests made on the 5th and 6th remained unresolved. The Complaints Team had attempted to gather further information from the player but ultimately had to reject the complaint due to a lack of response.

The player from Germany was unable to withdraw winnings due to a persistent withdrawal limit of 10 Euros, despite having previously held a balance of 1389 Euros and then winning 6330 Euros. The player sought assistance in resolving this issue. The Complaints Team extended the response time for the player to provide necessary details and screenshots but ultimately had to reject the complaint due to a lack of response.

The player from Greece faced continuous delays with their withdrawal request of €500, which had been pending since October 19, despite not using a bonus or requiring verification. After several days without processing, the player received the withdrawal, leading to the resolution of the complaint.

The player from Portugal had submitted all necessary documents for account verification, but had not received approval for the bank statement submitted three weeks prior. Despite multiple inquiries in chat, the casino had not provided a clear answer or sent any email response regarding the delay. The Complaints Team had extended the inquiry period by seven days for the player to respond, but due to a lack of communication from the player, the complaint was rejected.

The player from New Zealand had initiated a withdrawal four business days ago but had not received the payment or any updates. Despite reaching out via chat, he received no new information, as the website claimed that processing should occur within three business days. The complaint could not be investigated further due to the player's lack of response to the Complaints Team's inquiries. As a result, the complaint was rejected.

The player from Greece experienced a 13-day delay in withdrawing funds from Casinia and received repetitive responses about a high volume of withdrawals. Despite numerous communications, the issue remained unresolved. The player confirmed having completed KYC verification. The player later confirmed he received his funds. Consequently, we marked the issue as resolved.

The player from Italy had registered at the casino, won 300 euros, and was informed that his account did not require KYC verification. However, after multiple days and excuses regarding the unprocessed withdrawal made on September 23, he had not received a response from customer support despite sending several emails. The issue was resolved when the player confirmed that the withdrawal was eventually processed.

The player from Greece had initiated a withdrawal of €340 but could not locate the casino to check the status of the withdrawal. The issue was addressed, and the player confirmed that the withdrawal had been received.

The player from Spain had repeatedly requested to close her account, citing gambling problems and significant financial losses exceeding €10,000 since November. Despite her efforts, the casino delayed the closure and even attempted to offer incentives to reopen the account. We asked the player additional questions to gather the information necessary for investigation, however, the player didn't reply. Consequently, we closed the complaint accordingly.

The player from Greece had requested a withdrawal on Casinia three weeks ago, but after a month, the funds had not been received. Despite daily communication with live support, the player received repetitive responses about a high workload. The issue was resolved when the player confirmed receipt of the funds.

The player from Germany reported a significant drop in her winnings after activating the Bonus Grab and using free spins, going from 3000€ down to 35€. She expressed frustration at being unable to contact support effectively and noticed discrepancies in her activity history, which did not reflect her spins and wins. The Complaints Team communicated with the casino to clarify the situation, requesting information about the discrepancies and the wagering requirements for the free spins. Although the casino provided some clarification, the player did not respond further, leading to the rejection of the complaint due to a lack of confirmation of the resolution.

The player from Greece had requested a withdrawal of €200 from Casinia on September 11, 2024, but it remained unprocessed after two weeks. Despite having contacted customer support multiple times and confirming that there were no identification issues, she expressed frustration and distrust towards the casino's reliability. The issue was resolved when the player confirmed that the €200 had been deposited by Casinia following our intervention. The complaint was marked as 'resolved' in our system.

The player from Greece had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that his account did not require verification and expressed concern over the delay. After further communication, the player confirmed receiving his funds, which led us to mark the issue as successfully resolved. We appreciated the cooperation from both the player and the casino during this process.

The player from Italy faced issues with the casino not allowing her to withdraw her winnings, despite multiple requests and communication with support. The player stated that after a delay in processing her withdrawal and subsequent issues with her account, she was unable to access her winnings. The Complaints Team concluded that the delay in withdrawals could have occurred for legitimate reasons and emphasized that the player was responsible for managing her gambling activities. As a result, the complaint was closed without further action.

The player from Greece experienced a delay in withdrawing funds, having requested a withdrawal on September 4th, with no processing completed at that time. She had previously made larger withdrawals without issues or verification requests. The issue was resolved after she received her winnings, confirming the receipt of her money. The complaint was marked as 'resolved' in the system.

The player from Spain had been waiting for a withdrawal of 350 euros since 24/08/2024, which was still under review as of 03/09/2024. The issue was resolved after the player confirmed the withdrawal was paid out.

The player from Slovenia had been waiting for three withdrawal requests of 500 euros each for nearly 20 days, despite being assured by customer support that everything was fine. He had already withdrawn 8500 euros in July and received only 1500 euros in August, with a remaining balance of 4000 euros alongside 1500 euros pending. After escalating the issue, the player received all his winnings, with the last two withdrawals of 500 euros each processed successfully. The Complaints Team marked the complaint as 'resolved' and noted that delays may have been due to a high volume of withdrawal requests. The player expressed gratitude for the assistance received and highlighted the need for the casino to improve its withdrawal processes.

The player from Portugal had a pending withdrawal of €170 made on August 17, 2024, which had not been processed despite her having a verified account and successful previous withdrawals. After multiple inquiries to customer support, she received repeated apologies but no resolution. The issue was resolved when the player confirmed receiving the amount in her account. The complaint was marked as 'resolved' in the system.

The player from Greece faced delays in withdrawing funds from Casinia, with a request made on 12/08 and another on 18/08, yet he still waited for the transactions. Despite daily communication with live support, he received the same responses about a high workload, which contradicted the initial estimate of 3-5 business days. The issue was resolved after the player provided the necessary information, and he confirmed receiving the first part of his funds. The complaint was marked as 'resolved' in the system.

The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved as the player confirmed that the withdrawal had been completed. We marked the complaint as 'resolved' in our system following this confirmation.

The player from Germany had been waiting for a payment since 12.08.2024 and continued to receive the same unhelpful responses from the casino. The issue was not resolved due to the player's lack of response to the Complaints Team's inquiries, which led to the rejection of the complaint. The team had emphasized the importance of communication for further investigation.

The player from Germany repeatedly requested account closure but was ignored by casino support since August 1, 2024. Despite making further requests and depositing funds, her account remained open as of August 20, 2024. The Complaints Team concluded that the player needed to provide a self-exclusion request to proceed with closing her account, emphasizing the importance of clear communication and documentation in future requests. The complaint was closed as the necessary evidence for further action was not provided.

The player from Greece had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team intervened by contacting the casino regarding the delay in processing the player's withdrawals. After further communication, the casino confirmed that all withdrawal requests had been processed. The player had since received the funds in their account, and with this confirmation, the issue was considered resolved.

The player from Italy had successfully made two wins of 300€ and 500€ and processed withdrawals on 14/08/2024 and 15/08/2024. Despite receiving positive assistance from live customer service, the player was concerned about the negative reviews regarding the casino's withdrawal process. The issue was resolved as the player received the second withdrawal after initial delays, and the complaint was marked as 'resolved' in the system.

The player from Spain's account had been closed after spending over 4000 euros and winning around 1270 euros with a bonus. The player demanded a full refund of all losses. The Complaints Team concluded that the player's request for a refund of deposits was unjustified, as the funds had been lost through gameplay and no special circumstances had been proven to warrant a refund. The remaining balance at the time of closure consisted solely of bonus funds, which were not withdrawable due to unmet wagering requirements. The casino had acted in accordance with its terms and conditions, and the complaint was closed.

The player from Australia faced a delay in withdrawing funds, having waited 7 business days despite the casino's stated timeframe of 1-3 days. They did not receive any updates or verification requests and found the lack of communication and frequent delays frustrating. The issue was resolved after the player confirmed receipt of the funds.

The player from Norway had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported a lack of action from the casino regarding the withdrawal process, despite the casino's claims of a three-day completion time. The issue was resolved when the player confirmed that the money had finally been sent to him. We marked the complaint as 'resolved' in our system.

The player from Italy had been waiting 7 days for pending withdrawals. Despite having contacted the casino via chat, the issue remained unresolved. The player reported that after about 15 days, the payment was processed. The complaint had been marked as 'resolved' in the system following the confirmation of the successful withdrawal.

The player from Greece had created an account at Casinia, won a considerable amount, and submitted verification documents voluntarily. Three withdrawal requests had been pending, with the first one delayed beyond the promised 3-5 business days. Despite having contacted customer support, she only received generic responses without any proper updates. The issue was resolved as all withdrawals had been completed successfully after the player communicated the delays. The complaint was marked as 'resolved' in the system.

The player from Spain was frustrated with Casinia Casino for delaying withdrawals beyond the advertised 3-5 days, having waited over 7 days at that point. After multiple inquiries, he reported that his withdrawal had been canceled without explanation, which led him to play his remaining balance. The Complaints Team attempted to mediate, but ultimately concluded that since the player had played his balance down to zero, the complaint could not be upheld. Therefore, the complaint was rejected due to the absence of any winnings to withdraw.

The player from Germany faced delays in receiving their payout from the casino, which provided constant new excuses. The player did not claim any bonuses. The complaint was resolved successfully after the player confirmed that the issue was no longer a concern, leading to the closure of the case by the Complaints Team.

The player from Germany won €2500 but faced a delay beyond the stated three business days for withdrawals, despite repeated inquiries over 10 days. He suspected the casino was deliberately avoiding paying his winnings and expressed frustration with their lack of serious operation. We advised him to wait 14 days, as delays could occur due to KYC verification or high withdrawal volumes. After 15 days, he still hadn't received his money due to verification issues. Eventually, the player confirmed receiving his winnings in instalments of €500, and the complaint was marked as resolved.

The player from Greece had requested three withdrawals of €500 each, with the last one on June 30. Despite the casino's terms stating that withdrawals were processed within three business days, no update had been given by July 6. Daily live chats had reassured the player but only forwarded the issue to the finance department without any email communication. The Complaints Team had advised the player to wait 14 days before taking further action. The player confirmed receiving the winnings after 2-3 days, resolving the issue. The complaint was marked as resolved by the Complaints Team.

The player from Italy's account had been closed without any given reason, and he sought an explanation. The player confirmed that his balance was zero and he primarily played slots. We informed him that casinos have the discretion to terminate accounts and, given the zero balance, no further assistance could be provided. The player was advised to choose a different platform to play on.

The player from Poland had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. We advised the player to be patient and wait at least 14 days before submitting a complaint. After multiple attempts to contact the player for further information, no response was received. Consequently, the complaint was rejected due to lack of communication.

The player from Germany lost over €1300 in three days and encountered an error (Code 211) when trying to use the bonus wheel. Despite contacting multiple staff members and attempting to fix the issue as advised, the player continued to face the problem across different devices. Although the bonus eventually appeared, the winnings were still missing, and the player received no meaningful response from the casino. The complaint was rejected due to the player not providing the necessary gaming history and not responding to further requests for information.

The player from Brazil had been waiting to receive R$1440.00 since June 19th, but the withdrawal had not been processed. Despite multiple messages and assurances from customer service, the payout remained delayed. The player confirmed his account was verified and had used the same payment method before. After further communication, the player informed that the money had been sent to his account. The issue was marked as resolved.

The player from Switzerland had requested Casinia Casino to block his account due to a gambling addiction, but the casino failed to act on his requests sent on 29.04.2024 and 25.05.2024. As a result, he lost 10,000 CHF and faced a financial crisis. We explained that without evidence of informing the casino about his gambling addiction, we could not assist with his refund claim. The complaint was rejected due to lack of proof.

The player from Germany requested a withdrawal at the end of May but was locked out due to a verification issue, with approximately 20,000 euros at stake. After weeks without progress, she received a notification that her account was closed per Casinia's terms and conditions point 9.1. We were unable to assist because the issue pertained solely to sports betting, an area in which we lacked expertise and a dedicated department. The complaint was therefore rejected.

The player from Greece had registered with Casinia and requested a €500 withdrawal after depositing €650. The withdrawal was canceled due to a payment provider issue, which led to repeated delays. The player continued to receive the same responses from the casino without any verification requests or resolution. The issue was finally resolved after the player's withdrawal was successfully processed. We marked the complaint as 'resolved'.

The player from Australia claimed the casino defrauded him of his money and then blocked his access to the site. He sought his winnings and urged Casino Guru to blacklist the casino due to numerous negative reviews and reports of scams. Despite multiple requests, the player failed to provide sufficient evidence or specific details regarding the account block. Consequently, the complaint was closed due to a lack of cooperation and necessary information from the player.

The player from Portugal had deposited €60 at Casinia, received a bonus, and met all the bonus terms, but couldn't withdraw his winnings. Despite submitting all the requested verification documents, including a new bank statement, his account was blocked, and he was informed he would only get back his original €60 deposit instead of his €500 winnings. We contacted the casino, which reviewed the case and resolved the withdrawal issue, allowing the player to receive his winnings.

The player from Italy faced issues withdrawing €500 from Casinia and had contacted the casino multiple times without success. She had used the same card for the deposit without any problems and urgently needed help to resolve the issue. We were unable to proceed with the investigation as the player did not respond to our messages and questions. Consequently, the complaint was rejected.

The player from Austria had their account with Casinia closed following the submission of verification documents, as the casino claimed the verification process was not successful. The player sought assistance in resolving the issue. Upon investigation, we determined that the complaint was unjustified due to the player breaching the casino's terms and conditions by submitting modified documents. The casino's actions were deemed correct and within their terms.

The player from Canada complained about Casinia Casino not automatically granting the second and third deposit bonuses, unlike their usual experiences with other online casinos. They were told after incurring losses that they should have contacted the casino before using real money to receive the bonus. We found no welcome bonuses for the second and third deposits on the casino's promotions page and explained that each casino has its own bonus policies. The complaint was rejected due to the player's lack of response.

The player from Brazil had reported a delay in his withdrawal process at an online casino. Despite being initially informed that the process would take three business days, the player had not received his winnings of 1800 BRL even after four days. The player felt that the casino was intentionally stalling the payout process. He was advised by the Complaints Team to wait for 14 days before escalating the issue, as such delays could have been due to unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that his issue had been resolved after 9 days and his withdrawal had been successfully processed.

The player from Greece had withdrawal issues. The player was unable to log into his account after requesting three withdrawals of 500€ each. Despite reassurances from the live chat service that the financial department would contact him, no correspondence was received. We concluded that the complaint was unjustified due to the player breaching the casino's terms and conditions, specifically regarding discrepancies with his deposits. The casino received a notification from the player's bank, leading to the closure of the account and the rejection of the complaint.

The player from Greece had made a withdrawal request on May 7th, but it was still in processing. The casino acknowledged the delay and asked the player to continue waiting. The player had reported that no account verification was requested and the withdrawal status hadn't changed. After some time the player had confirmed that the money was paid out. The issue has been successfully resolved.

The player from Italy experienced a game freeze while playing at a two-euro stake, right after hitting the mega jackpot. We determined that the bet was not recorded in the game history, limiting our ability to assist. Despite the player providing screenshots and contacting the casino multiple times, the issue persisted. The player had access to her account and other games but encountered an error with the specific game in question. The complaint was closed as we could not influence the problem with a single frozen game and recommended contacting the game provider for further assistance.

The player from Spain had been waiting for a week for a withdrawal which remained in verification state, despite not having to verify anything. The casino repeatedly assured her the transfer would happen soon but failed to follow through. The player confirmed that the issue had been resolved and she had received her money.

The player from Germany had an issue with a deposit made on the casino Casinia. The amount was debited from their bank but had not been credited to their gaming account. We recommended the player contact their payment provider for an investigation, as the casino usually could not resolve such issues directly. The player later confirmed that the issue had been resolved and requested the case to be closed. The complaint was marked as resolved in our system.

The player from Greece had experienced issues withdrawing €462 in sports betting winnings from Casinia. The withdrawal had been cancelled due to the provider's issue, and the casino had requested a different payment method. The player had been hesitant to provide more personal information and had reached out to customer service without success. After the player's request for mediation, we had asked for clarification on alternative withdrawal methods and account verification. The player then attempted to make a new withdrawal request via her bank account. Despite initial delays and lack of communication from the casino, the player later confirmed receiving her winnings. We had subsequently marked the complaint as 'resolved'.

A Player from Spain had a pending withdrawal request for 100 euros since April 27, 2024, with the casino. Despite assurance from the casino, the withdrawal kept being delayed without resolution. The player stated that his account was not verified as the casino had informed him it did not require verification at that time. After extending the complaint's timer by 7 days, we received no further response from the player. As a result, we could not investigate further and had to reject this complaint.

The player from Austria had requested account closure but hadn't been able to withdraw their funds, totaling 810 Euros, despite constant communication with live chat and email. The first payout request had been made on April 12th, and the casino had yet to oblige per their business conditions of paying out in two to three days. After the player submitted a complaint to us, we had engaged in dialogue with the player to understand the situation better. The player later confirmed that the payout had been successfully made by the casino. We then marked the complaint as resolved in our system.

The player from Poland had been unexpectedly blocked from using bonuses and purchasing items in the casino's internal store with earned coins, all without any explanation. He had been an active player for 10 days and had successfully passed KYC verification. However, after he received a promotional email, the casino declined to grant him the advertised bonus, as well as a prize he had won. We had explained to the player that bonuses were at the discretion of the casino and could be refused without any reason. As this was not an issue we could resolve, we had rejected the complaint.

The player from Austria contested a delayed verification process by Casinia after winning €15,000. The official documents, including an updated bank statement, were continuously rejected without any substantiated reasons. The player experienced several issues with the casino's support team and the verification process, which took almost a month to complete. The casino requested numerous documents and kept prolonging the verification process. After intervention by the Complaints Team, the casino finally verified the player's account and began processing his withdrawals, although the process was expected to take over two months due to the casino's withdrawal limits. The issue was then considered resolved.

The player from Italy had an issue with two pending withdrawals totaling 500€ that had remained unprocessed after two business days. The player later confirmed that the issue had been resolved and the withdrawals had been successful.

The player from Spain had been waiting since March 25th for a withdrawal, but due to delays and lack of customer service response, he ended up spending his winnings of over 8000€ that couldn't be withdrawn. He also had another pending withdrawal of 500€ since April 1st. We had advised the player to be patient and to cooperate fully with the casino, as it was usual for withdrawals to take a couple of days or even weeks to get fully processed. However, the player did not respond to our messages and questions, leading us to reject the complaint due to insufficient information for further investigation.

The player from Greece had been attempting to verify his documents in order to withdraw his winnings for over two months. Despite his frequent communication with customer service, his account had been closed for review and there had been no further communication from the casino. He had provided all necessary documents for the verification process. However, after reviewing the case and contacting the casino, we found evidence of fraudulent activity on the player's account. Therefore, we concluded that the casino's actions to close the player's account had been justified and the complaint was rejected.

The player from Greece had been waiting for his withdrawal request to be processed since 18/03, and had been receiving the same response from the casino each time he contacted them. The player confirmed that he had not been asked for verification, the winnings were not from bonuses, and this was his first withdrawal request. Following the interaction with the Complaints Team, the player's issue had been successfully resolved. The complaint had then been marked as 'resolved' in the system.

The player from Austria had been waiting for a withdrawal since March 20, 2024, and was consistently told there was a delay. Despite the terms and conditions stating the payout should have occurred within two to three business days, the player hadn't received any response to their emails. The payout amount was 250 Euro. She had played and wagered real money and bonus credit. After our intervention and following up with the player, we found out that the payout had been successfully processed and the issue was resolved.

The player from Austria had attempted to close her account with Casinia Casino numerous times due to a gambling problem, starting in January, but the casino had failed to act. Despite her requests, the casino had assigned her a VIP manager, offered her a bonus, and she had continued to deposit more funds. The player had reported her gambling addiction to the casino for the first time on March 29th and her account had remained open and unrestricted even after repeated requests for self-exclusion. After contacting the casino via live chat, her account was finally blocked but she had received no response regarding financial compensation. Despite our efforts to assist, the player had failed to provide necessary evidence of her deposits to the casino since her first mention of gambling addiction. Consequently, we had been unable to investigate further and the complaint was rejected.

The player from Spain had been waiting for two withdrawals since the 18th and 19th respectively. He was repeatedly told by support that it was being processed yet the status remained unchanged. The player had informed the Complaints Team that he hadn't been asked to verify anything by the casino. The player later received the first payment but was still waiting for the remaining two. The casino had stated that the player had canceled his withdrawal requests before they could be processed and had used all his funds. The player did not respond to this claim and the complaint was rejected due to lack of cooperation from the player.

The player from Greece had been unable to withdraw his winnings from an online casino. Despite the casino's terms and conditions stating a three-working-day payout period, over eight days had passed with no response. The player had also complained about the casino's customer service. We had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint, as delays could be due to unfinished KYC verification or a high volume of withdrawal requests. However, the player did not respond to our messages, leading to the rejection of the complaint.

The player from Greece had been waiting for a withdrawal of 1,500 euros to be processed for over 3 days, in contradiction to the casino's terms and conditions. Despite daily communication with the casino's representatives, the status remained 'under review'. The player stated that her account had not been verified and the winnings were from real money, not bonuses. We recommended that she wait 14 days for the payout to be processed and initiate the verification process to expedite it. Eventually, the player confirmed she had received her money.

The player from Spain had deposited money into his casino account 24 hours prior but it was not reflecting in his balance. Upon receiving the complaint, we had advised the player to contact his payment provider for investigation since the casino had no control over this issue. The player was also requested to provide his payment receipt for further assistance. However, due to the lack of response from the player to our messages and questions, we were unable to proceed with any further investigation or provide potential solutions. As a result, the complaint was rejected.

The player from Germany experienced a delay in cashing out winnings. The casino's response to inquiries had always been that they were working on it, surpassing the stated processing time of 1-3 days in their T&Cs. The player also alleged that the casino attempted to debit €500 from his account. After intervention by the Complaints Team, the casino confirmed that the player's pending withdrawal had been processed. The player confirmed receipt of his winnings, expressing gratitude for the Complaints Team's assistance in resolving the issue.

The player from Spain had withdrawal issues with her online casino. Each withdrawal she attempted failed to process and after 3 days, the funds reappeared in her casino account. The casino blamed the bank which the player disputed. We explained to the player that payment methods were influenced by several factors, and suggested cooperation with the casino to resolve the issue. However, the player did not respond to our messages, which led to the rejection of the complaint.

The player from Spain had made two withdrawals totaling €1400. However, the withdrawals were cancelled, with the casino allegedly imposing a wager of x1 on the cancelled money. Even after fulfilling this requirement, the player had not been allowed to withdraw the total amount. The player had also reported difficulties in communicating with the casino, as their support email was invalid and their chat service was automated. After reviewing the evidence provided by the casino, we found that the player had made a new deposit of €60 after the withdrawals were cancelled and the wagering requirement was related to this deposit. Despite the player's claim of a forced wager on the cancelled amount, no evidence supporting this was found. Therefore, we could not assist the player in retrieving the lost funds. The complaint was rejected.

The player from Austria had made a €50 deposit using Klarna, which his bank had confirmed, but the amount did not reflect in his casino account. Upon receiving his complaint, we had advised him to contact his payment provider for an investigation, as the casino typically had limited control over such issues. However, the player had expressed frustration and seemed uninterested in resolving the issue. Despite extending the response time and offering further assistance, the player did not respond. As a result, we were unable to conduct further investigation and had to reject the complaint.

The player from Spain had deposited 100€, received a welcome bonus, and won 1,500€. He had attempted to withdraw his winnings but found his balance had suddenly depleted. The Casino’s customer service had been unresponsive and unclear about bonus policies. We had asked the player to provide more details and any relevant communication with the casino. However, due to the lack of response from the player, we had to reject the case. We were unable to proceed with any further investigation or provide potential solutions to address the issue at hand.

The player from Germany had self-excluded from Jackpottpiraten for 3 years but was still able to deposit funds at Casinia Casino. After he requested a refund due to the ban, he received no response from support. We had reviewed the forwarded communication and confirmed that the player indeed contacted Casinia about his self-exclusion from JackpotPiraten. However, since Casinia was licensed by Curaçao Antillephone N.V., the self-exclusion did not automatically apply. Since we didn't handle complaints related to licensing regulations and policies, we were unable to assist the player in seeking a refund solely based on the casino's lack of a valid license. The complaint was eventually rejected as unjustified.

The player from Germany had been waiting for six days for his bank transfer payout. His account was verified and despite checking with customer service, he kept being told that his withdrawal was 'in final stages'. We had advised the player that withdrawals could take up to 14 days to process and asked him to wait for this period before submitting a complaint. Due to the player's lack of response to our messages and questions, we were unable to investigate further and had to reject the complaint.

The player from Greece had reported a delay in his withdrawal request from the online casino. Despite adhering to the casino's withdrawal limit of 500 Euros, he hadn't received any response from the casino nor was his withdrawal processed. After the Complaints Team had advised him to wait for at least 14 days since the withdrawal request, the player confirmed that his withdrawal had been completed successfully. Consequently, the Complaints Team had marked the complaint as resolved.

The player from Germany had deposited 50 Euros to her casino account but the funds were not credited. Despite having repeatedly reached out to support, she had received the same response without resolution. We had advised her to contact her payment provider and refrain from making further deposits until the issue was resolved. Fortunately, the player informed us that she had received her funds back into her account. We had marked the complaint as 'resolved' in our system.

The player from Italy had been unable to make a withdrawal from his Casinia account despite having a balance of €1,345 due to a technical issue. His attempts to resolve this issue with customer service over a period of five days had been unsuccessful. We had reviewed the case and suggested waiting for the casino to manually process the withdrawal, as this could sometimes take up to two weeks. Despite extending the response period by 7 days, the player failed to respond to our messages. As a result, we could not proceed with the investigation and had to reject the complaint.

The player from Italy accuses the casino of unlawfully closing his account and confiscating his winnings, alleging he broke their terms and conditions by depositing with a card not under his name. The player denies the accusations, and after numerous attempts to negotiate, the casino has defended its decision. We contacted the casino and after reviewing the situation once more, the casino decided to reimburse the player but keep their account closed in accordance with their terms and conditions. The player received their winnings and the matter was confirmed 'resolved'.

The player from Greece faced account closure immediately after initiating the withdrawal process. He sent required documents three days ago and has received no response yet. Casino has provided us evidence that the player is from a restricted country therefore we have rejected the complaint.

The player from Greece had had their account frozen without any reason, which occurred when they attempted to make a withdrawal. The Complaints Team had asked for additional information to better understand the situation, but the player failed to respond. As the player had been active in another complaint regarding the same issue, this particular complaint was closed without the option to reopen.

The player from Germany had complied with all the conditions related to a promised 40% deposit bonus at the casino. Despite being assured her winnings were converted to real money and having initiated a withdrawal, the casino had canceled her winnings and returned only a small portion. The Complaints Team had attempted to assist her by asking for additional information and extending the response time. However, the player did not respond to the team's inquiries, resulting in the complaint being rejected due to lack of further information.

The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. The player had been trying to verify his account for a month, but his documents were constantly rejected by the casino. He also reported that he was unable to get assistance through live chat as he was repeatedly kicked out. The casino informed us that the player's withdrawal had been delayed due to an incomplete verification process and that the player had continued to play and lost all his funds. As the player had decided to play over his balance before the complaint could be resolved, we were unable to assist further and had to reject the complaint.

The player from Germany had deposited €33 into his Casinia account. The amount had been debited from his bank account but was not reflected in his Casinia account. After a certain period of time, the player confirmed that the casino had resolved the issue and his deposited funds had been credited to his account. Consequently, the complaint had been marked as 'resolved' by the Complaints Team.

The player from Greece had experienced a game freeze during play which had led to the disappearance of his winnings. Despite our request for supporting evidence, such as game history, the player had been unable to provide any. We had extended the response time, but the player had failed to respond. Consequently, due to a lack of evidence and response from the player, we were unable to further investigate the issue and had to reject the complaint.

The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later informed us that she received her money, so the case could be closed as resolved.

The player from Italy requested self-exclusion due to gambling addiction, but the casino reopened the account immediately without a cooling-off period. The player is now requesting a refund of the 1800 Euros deposited post self-exclusion. Since the player did not explicitly stated that she wished to close her account due to gambling addiction, we had to reject this complaint.

The player from Poland claimed a free spins bonus at Casinia and won 5604.21 zloty. However, their balance fell to zero just 9 days before the wagering requirements were completed. The casino support stated that their department is checking the issue, but the player hasn't received any reply. The complaint was rejected because the player didn't respond to our messages and questions.

Player from Greece won 117.14€ after wagering at Casinia Casino, but the winnings were not converted into real balance and disappeared from his account after 31 hours, despite repeated contact attempts with the casino's support.

The player from Germany reports issues with the casino's website, as it frequently reloads during games, especially when purchasing free spins or seemingly about to win. The player finds this untrustworthy after purchasing free spins for over €2000.

The player from Germany cannot access his account, which has been temporarily blocked for checks for almost a week and a half. His funds are being held in the casino account. We closed the complaint as resolved since the casino restored the bonus, which the player confirmed afterwards.

The player, Brandyy111, had lodged a complaint against an online casino, claiming that the casino didn't take suitable action despite knowing about the player's gambling problem. The player had interacted with a VIP manager from the casino, Vasil, via WhatsApp, discussing the issue and seeking assistance. However, the casino team contended that there was no proof of the player informing the casino about a gambling problem and that expressing dissatisfaction over losses or time spent playing didn't necessarily indicate a gambling problem. The player had subsequently shared a screenshot of a conversation with Vasil that displayed the VIP manager's knowledge of the player's gambling issue, but the casino team had asked for a more verifiable format. The player's accounts with the casino had been shut down six weeks earlier. The player had also alleged that the VIP manager kept offering bonuses despite the player's gambling problem. The casino team had recommended the player to contact the licensing authority for a resolution due to the complexity of the case. The case had remained unresolved, awaiting the regulator's decision. We had reviewed the case and the evidence submitted by both the player and the casino. The screenshots of the WhatsApp conversation revealed conflicting information, and without a verifiable chat history from WhatsApp, we couldn't conclusively verify the authenticity of the claims. Consequently, we had recommended that the player contact the licensing authority directly for a decision. The player did contact the regulator, who replied with a statement from the casino. The player disputed the correctness of this statement and expressed dissatisfaction with the regulator's response. The player thought about hiring a lawyer in Curacao to further pursue the case. The complaint was closed as unresolved, waiting for the regulator's decision, and the player was instructed to update us with any new developments.

The player from Poland had his account blocked without further explanation. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from Germany wagered a bonus of €30. Unfortunately, the winnings were not credited to his account. The issue was successfully resolved as the casino added the missing amount to the player's balance.

The player from Austria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.

The player from Brazil had her account in the casino blocked. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

The player from Germany was accused of breaching the General T&Cs. The casino blocked his account and confiscated his winnings. The issue was successfully resolved as the casino decided to reopen the player's account and reinstated their balance.

The player from Baden-Württemberg has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany was experiencing difficulties withdrawing his funds. Unfortunately, the player later informed us he had played his remaining balance down to zero. The case was, therefore, rejected.

The player from Portugal reported that their withdrawal from the casino was delayed. The player experienced issues with multiple withdrawals after initially successfully withdrawing 500 euros from a total winning of 2,000 euros. Following communication with the casino, all three pending withdrawals were eventually processed and received in her bank account.

The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team advised patience and cooperation with the casino, noting that withdrawal processing could take time due to KYC verification or high volumes of requests. The player later confirmed that the issue was resolved and the winnings were received.

The player from Greece requested a withdrawal two weeks ago. Despite providing the casino with the required verification documents, his account had not been verified. The player faced delays and inconsistent responses from the casino's support team. After multiple interactions and resubmitting documents, his account was eventually verified. The casino confirmed that the player's withdrawals were paid out on May 30th, May 31st, and June 2nd. The player acknowledged that the issue was resolved.

A Finnish player had deposited 20€, won, and attempted a withdrawal of 172.79€. Despite successful account verification and multiple withdrawal requests, the payout hadn't been approved for over three weeks. He was constantly told in the chat that the payment would be processed 'any moment now'. The casino confirmed that the player's account was verified and the withdrawal request had been processed. The player had since confirmed receipt of the funds, leading us to mark the complaint as resolved.

The player from Greece had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. The Complaints Team had advised the player that it was common for withdrawals to take some time to process, which could have been due to unfinished KYC verification or a high volume of withdrawal requests. The team had suggested waiting at least 14 days after the withdrawal request before submitting a complaint. The player later confirmed that he had received his withdrawal. Consequently, we had marked the complaint as 'resolved'.

The player from Baden-Württemberg has requested a withdrawal less than two weeks prior to submitting this complaint. The player later confirmed that he received his winnings, and this complaint could be closed as resolved.

The player from Brazil received two bonuses, both of which were cancelled without explanation. Despite contacting support, the casino was unable to reactivate the bonuses. We closed the complaint as resolved since the player confirmed they received the bonus.

The player from Germany requested several withdrawals and after a few weeks of waiting for the payments, he decided to submit a complaint. The casino additionally required missing documents for the player´s verification. The player received payments a few days after sending the necessary documents. The complaint is resolved.