Casinia Casino - Player's account has been closed unexpectedly.

I spent over 4000 euros with the account you closed, and on the same day, one of your colleagues offered me a 300-euro bonus to stay and not leave. With that bonus, I managed to win approximately 1270 euros. Then you closed my account, which is not fair. I am demanding a full refund of all my losses because after spending nearly 4000 euros and not knowing my account would be closed, you offered me a 300-euro bonus with which I won around 1270 euros, and then suddenly you closed my account without any warning. If necessary, I'll file a complaint with consumer protection, customer service, the police, or even a court. I don't care; I will claim all the money I lost. This casino is no longer trustworthy. You treat players and customers like slaves, closing their accounts whenever you please.

Dear Rachid1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What was your balance before the casino closed your account?
• Did the casino confiscate any of your winnings?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello good morning, I was a player for about 3 months or so and my account was blocked once. I found out that the account was blocked because I was playing and suddenly I was out of the game and out of the account.

I owed more than 500 of a bond

And I never withdrew money

I only played slots

I hope that all your questions are answered. And I hope that the problem is resolved or all the money I lost in Casinia is returned. Thank you very much.

I have already answered your questions. I hope for a resolution. Thank you.

Hello good afternoon. It's been 5 days and I'm still waiting for the response to select the problem. Thank you.

Thanks for your patience.

• Could you please share your communication with the casino that led you to continue playing and any other accompanying communication made afterward? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello, Mr. Tomas, no, I don't know what I have to send. I have already sent the screenshots and I have told you what happened to me and the blocking of my account. I just want them to solve the problem or not, after losing all that money, I want them to return the money I lost. Thank you.

Hello, please resolve the problem. In the end I will look for a lawyer because not even Casinia's customer service helped me resolve the problem. Casino Guru, if you have not been able to, let me know and I will look for a lawyer. Thank you.

Dear Rachid1,

In the email you sent no screenshots were included. Kindly send the screenshots again. If the files are too large, try sending fewer screenshots in multiple emails.

I'll await your message.

Hello, good, okay.

Thank you very much, Rachid1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you so much

Hello, the problem has not been resolved yet. It took more than 15 days. I am not going to withdraw or back out. There is no need to waste time. You have to select the problem because Casinia is cheating. When a player is losing money, everything was going well and when the player is winning, the game becomes slow and sometimes you are out of the game. If you do not put pressure on Casinia, tell me and I will go to consumer services and look for a lawyer and do whatever it takes, since I have seen many people complaining about the same thing. Thank you.

Hello, Rachid1,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinia Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings/remaining balance been confiscated or will the casino pay them out? If the casino plans to pay the user's balance out, can you provide him with instructions on how to proceed?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello good afternoon if you already have all the information as was the case and I sent you screenshots and the conversations with casinia customer service they closed my account while I was playing slot machines playing suddenly out of the game and the account deleted it was after spending about 4000 euros that I have proof of the charges from the bank card I have been waiting for a month to select the problem and there has been no way the same with the justification and the conversations with casinia customer service and yours I look for a lawyer and I give him everything to recover all the money he loses in casinia and in the end after that they offer me a bonus of 300 euros to stay and not leave casinia and the same day playing the bonus I got to win up to 1200 and something they deleted my account and since then I am waiting to recover all the money that he loses because of such absurd dealings with a client. greetings

Dear all,

We would like to inform you that account was closed due to a problematic statement expressed in chat in accordance with the following Terms and Conditions :

3.9  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

We had send further clarification on the above on Branislav email.

The timeline of the events is the following:

12.08.2024, 15:22 - The customer was credited a bonus;

12.08.2024, 17:31 - The customer expressed a problematic statement, which led to the account closure.

At the moment of closure on player's account the only balance was bonus balance, since the customer did not finish the wagering of the bonus, so there was no real money balance that can be refunded.

Regarding customer claim for refund of his deposits we would like to inform you regarding our Terms And Conditions :

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We hope this helps explain our point of view.

Best regards,

Casinia team

They closed my account because they wanted to because I spent about 4000 euros on bets and they closed the account anyway. I'm going to see a lawyer. I have photos of screenshots of conversations with Casinia customer service.

The day 08/12/2024 is not the day 08/13/2024, that is the day of the bonus. So that they see the lies of Casinia

Dear Casinia Casino Team,

Thank you for your email and clarification.

Can you please look at my last email regarding the matter and provide me with a few additional details?

Dear Rachid1,

I sincerely hope you are only kidding now.

Unless there are special circumstances (which have not been proven yet at all), you are not eligible for a refund of any of the funds you used for playing and that were lost by playing at the casino. How did you come to the idea that an online casino could do anything like that?

It is like going to a store, buying 10 big chocolates, eating them all, and then getting back to the store and asking them to return your money because you do not like a stomach ache... You registered, accepted the Terms and Conditions, used the casino's services, and entertained yourself by playing, which cost something, accepting the risk of losing. You simply spent your funds at the casino. Not winning anything is really not a justified reason to ask for a refund...

Can you please confirm that there were only bonus funds/winnings from a bonus (which you received as a casino's gesture to not close your account, and you accepted it) on your account at the time of the closure? Were you aware of the bonus Terms and Conditions? Did you meet all the bonus conditions and requirements, or were you at the phase of trying to meet them when the account became blocked/closed?

Please note now we are discussing only the remaining balance that was available on your account when it was closed, nothing else anymore.

If I overlooked anything important or essential, feel free to let me know and/or prove it.

Ok, so I'm legally going with the evidence I have and with the screenshot photos, speaking with Casinia customer service and you have closed my account while I'm playing the games spending a lot of money, they won't give out almost any prizes, they're all losses. Well, I have screenshot evidence speaking with Casinia customer service and I'm going to file a lawsuit. Well, thank you very much anyway.

You told me to wait, that I was joking, no, I'm not joking, the one who loses more than 4000 euros is not joking, and the one who at the moment he is playing you block his account and leave him like a crazy person because you feel like blocking the account after accepting an offer of a 300 euro bonus and suddenly when I reached a thousand and some euros you block my account and I'm out of the game, well, I'm not joking, I'm just joking and I don't have time to joke.

Dear Rachid1,

If I understand the situation correctly, it is possible that exactly your threats of a lawsuit could have caused this all (the block/closure of your casino account). Therefore, I do not think that a lawsuit could somehow help you to resolve the situation. I think that it will have the opposite effect than you expect.

I do not think that anyone could help you with returning of funds you lost by playing at the casino. Unfortunately, they are gone.

As I mentioned, now it is about the account closure and the remaining balance in it. So, can you please look at my previous post, and answer my questions?

Anyway, I would like to wait for the casino's email with the additional information and details I requested.

Dear Rachid1,

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.

I was waiting for your help but it seems not because I sent photos of screenshots and everything I had and nothing

Do I really understand correctly that you still insist on returning all your deposits (€4,000), Rachid1?

I am sorry but it is an unrealistic requirement/goal. If you insist on it, I will have no other choice than to close/reject the complaint.

There is no casino that would return your money that was lost by playing, unless there were special circumstances. But this is not the case here.

It's already in complaints guru, they only waste time and do not solve problems, thank you for your time

Dear Rachid1,

Alright, I think we do not have to drag it out unnecessarily anymore.

After gathering all the necessary information, we are forced to close this complaint as unjustified - you basically demand a refund of the deposits you spent/lost in the casino by playing. As I indicated above, these funds are simply gone, and it is impossible (since no special circumstances were proven at all) to refund them. So, I tried to at least help you with possibly restoring your account and the remaining balance. However, the remaining balance represented only bonus funds/free money given by the casino as an offer the casino offered upon your request for account closure, which you accepted. Later, the casino decided to close the account after your threats via Live Chat (which the casino has the right to do). However, since the remaining balance was a bonus and the wagering requirements were not met at that point, there was no withdrawable balance in your account, so the casino was not obliged to pay out anything to you. The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Casinia Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru