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.
Casinia Casino - Player’s account has been closed and winnings withheld.
Amount: €20,000
Casinia Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Deposits made on 13th May.
First withdrawal requested at the end of May.
Suddenly locked out due to verification.
I no longer have access to my balance, approximately 20,000 euros.
Weeks have gone by with no progress.
Now I receive a notification stating that, according to point 9.1 of Casinia's terms and conditions, the account has been closed.
Automatic translation:
Public
Public
6 months ago
Dear Filui1809,
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?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- 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
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6 months ago
Translation
Additional comments from the player:
Account opening 2021
Verification completed long ago with interim payouts in 2023
Sports betting
No bonus
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Automatic translation:
Public
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6 months ago
Thank you, Filui1809, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
