The player from Sweden is experiencing difficulties withdrawing his bonus funds. We rejected the complaint because the player didn't respond to our messages and questions.
Casineia Casino - Player’s struggling to withdraw his winnings.
Amount: 3,000 kr
Casineia Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Casineia Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I received SEK 200 in bonus and traded the bonus according to their terms and won SEK 3000. After a number of chats with their customer support, I have understood that they do not intend to pay. It is a rogue company and I warn other players about this casino.
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1 year ago
Dear perthulin64,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hi, after I won and made a withdrawal I got an email saying I need to verify my account. I have submitted a photo of my driver's license, current bill and a photo of my credit card. After that I was told that I was verified and approved but there were delays in their payouts. The last time I was in contact with their customer support (chat) they said that I violated their bonus rules and that they could not pay out the amount.
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1 year ago
Thank you, perthulin64, for your reply. Have you been advised which exact has been breached and why your winnings were cancelled?
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1 year ago
Translation
Hi, no not at all. In the first chat they also said that it was approved but that there were delays. It's just an excuse.
Per
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1 year ago
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Hi, now I got the answer to why they didn't pay out my money. Apparently I have bet more than 2 eur on a few occasions and according to their bonus rules this is not allowed.
Sincerely
Per
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1 year ago
I see. Thank you, perthulin64, for the update. Are you aware of placing greater bets while completing the bonus wagering than the allowed maximum bet? If you believe that you were accused mistakenly, please forward your game history to petronela.k@casino.guru.
