Casinia Casino - Player’s account has been blocked.

Casinia closed my account for no reason and stole all the money. Account have been closed for no reason and I don't care why but the money must be returned to the customer not stolen. They don't want me to play with them anymore.. ok, but money is paid out, not stolen. Probably the account were closed because I am a player who brings them losses and not profits. I had PLN 191 in my account and they said that the account was closed by the administration's decision and that they would confiscate all the money and would not give me anything back. I have never taken any bonus from them. I only play for my money. I played sports betting and roulette in a live casino. I think 50/50 sports betting to live casino. I'm not even talking about fun money, just plain justice. This is almost the same situation as in my other complaint against Rabidi N.V. with the difference that Librabet paid me whatever and Casinia stole everything.

https://casino.guru/librabet-casino-player-s-account-was-closed-1

Dear kickoff,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

They never asked me to verify documents. I have had an account with them for several years and have withdrawn many times without any problems until now. They closed my account for no reason and stole my money.

Thank you, kickoff, for the clarification. If there’s any relevant communication, please forward it to petronela.k@casino.guru.

First hand info please "Account was closed due to administration decision". They didn't explain anything to me other than empty slogans. They closed my account for no reason and stole my money "because they can".

Thank you very much, kickoff, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear kickoff,

I'm Michal, and I have taken over your complaint. I have reviewed this case as well as your previous complaint with the Librabet Casino, and as the casino team decided to cease offering their services to you, sadly, there is not much that we can do about it. However, if any other breach of terms from your side has not come to light, we believe the casino should let you withdraw your last balance if it was gained according to the rules. I will contact the casino to shed more light on this matter.

We would like to invite Casinia Casino to join the conversation.

Dear Casinia Casino,

Can you please provide information on why the player can't at least withdraw their remaining balance? It is OK if you are not willing to provide your services to the player anymore and close their account, but all financial obligations have to be fulfilled first.

Dear all,

Thank you for reaching out.

Please be informed that we paid out the 191 PLN from the customer's casino account to his bank account. Please accept our sincere apology for the inconvenience.

Best regards,

Casinia.com

Thank you for the response, Casinia Casino team.

Dear kickoff,

As the Casinia Casino team mentioned, your winnings were paid out so you should receive the funds shortly.

Please let me know once you do so, so we can consider your complaint to be resolved.

Thank you very much for your help Casino Guru. I got the money :)

Great news, kickoff. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru