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.
Casinia Casino - Player is blocked from using bonuses and coins.
Amount: 150 zł
Casinia Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Hello, please explain to me why the casino is blocking me from all bonuses and the possibility of purchasing items in the store with the coins I have obtained without explaining it?
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6 months ago
Hello Bladeusz,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you ever claim any bonuses in the casino? When was the last time you contacted the casino regarding this issue and what was their respond?
Please note that any bonus or VIP system in any online casino is their good-will and they may refuse to give them out to any player without any reason given.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear Bladeusz,
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.
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6 months ago
Ok is the same thing Luke with amun-ra,slotapalace and many similar.I know the rules . Before i start to Play i Ask at live chat about that.they asure me that that kind of thing not gonna happen.i made 2x depo. I was active player for 10 days( to complete achivments)and i passed KYC. After 10 days i recived e-mail with promo do i decide to depo. Ten the problem starts. Yhey refuse to give bonus. But asure me again that i can Play tournament and bonus crab. I won price in crab -refuse to give me price. So i start buying bonus for coins i recived for depo beta etc. They refuse me....
I think its not fair...SCam
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6 months ago
Actually i got problem with next one similar one ( betinia clone). I will add screens . 1st i recive e-mail with promo . I depo . They refuse to give that bonus but tell me to Play( probly to spend your money)
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5 months ago
Dear Bladeusz,
My previous post still prevails as stated above. Bonuses are a good-will of the casino and they can refuse to give them to any player at any time without any reason given. I can only advise to use a different company/casino if you are not satisfied with this one. As this is not an issue which can be resolved, the complaint will be now rejected.
