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.
Casinia Casino - Player’s account has been closed.
Amount: ??
Casinia Casino
Safety Index:HighSafety 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.
8.6
Casinia Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Dear omarfalasca,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
How long have you been playing in this casino?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
What was the balance in your account when the casino closed it?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
5 months ago
Translation
Veronica the balance is 0 but I can no longer play. I always played slots. I also received a win
Automatic translation:
Public
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5 months ago
Please be aware that the casino has the authority to terminate a player's account at its discretion, while ensuring that any rightful winnings are duly paid out. Casinos have the right to choose which players they provide their services to and cannot be compelled to accept players they do not wish to serve. We regret to inform you that if your account balance was zero at the time of its closure, we will be unable to provide any further assistance. I recommend you choose a different platform to play on. You can check the list of our recommended casinos here.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
