Casinia Casino - Player's account has been closed without reason.

Hi. I've been playing regularly at Casinia.com casino for several months, mostly slots, roulette and betting.

Over the course of those months I lost a few thousand euros, it happens. I also made withdrawals during that time but they were small amounts. On November 7, I ordered a withdrawal of 500 euros, the money never arrived and my account was suddenly closed without any reason given. An online chat consultant told me to contact support for more information. Support only wrote me that the account was closed and that there was no way to change the decision, still without giving a reason for the account closure. To my question what about my ordered withdrawal of 500 euros I got no answer. I have no idea what is going on and feel totally cheated. Not only did I lose a lot of money there, but they blocked me and appropriated another 500 euros.... please help me in this matter.

Hello dawidjason,

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 accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick. Today I received the money from them so I guess there is no point in dragging this matter out any longer. Even if they unblock my account I no longer feel like playing on a site that takes such steps without giving a reason.

Dear dawidjason, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru