The player from Germany cannot access his account, which has been temporarily blocked for checks for almost a week and a half. His funds are being held in the casino account. We closed the complaint as resolved since the casino restored the bonus, which the player confirmed afterwards.
Casinia Casino - Player’s account is temporarily blocked.
Amount: €3,500
Casinia Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I have won at this casino. They wanted to pay out a few more 1000 € to me, but this was not possible. I keep getting kicked out of the chat. Furthermore, my account has been closed by you for almost a week and a half or temporarily blocked for checks. I have photographed all chat histories with all clerks in order to have evidence, just like with my 3500 € payout. I am about to involve my lawyer. Please help me, I just want my account opened again and get my money. Many thanks.
Automatic translation:
Public
Public
1 year ago
Dear baermichelle49,
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. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked your account?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
Public
Public
1 year ago
Dear baermichelle49,
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.
Public
Public
1 year ago
Translation
My player account has been closed for several weeks now. I don't understand this and I just want my account to be reopened. Yes, I still have at least €450 in bonuses that I bought via Collins. We should be credited for that. Thank goodness I still have the emails from that
Automatic translation:
Public
Public
1 year ago
Translation
I just checked again to see if I could get into my account... in vain
Automatic translation:
Public
Public
1 year ago
Thank you for your reply, baermichelle49. Could you please advise which games you played while your account was still active - slots, live casino, sports betting, etc.?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
Translation
i played slots like valley of the gods and extra chilli
I'll send you the exact details now! Thank god I have them all! Just checked again but I'm still blocked
Automatic translation:
Public
Public
1 year ago
Thank you very much, baermichelle49, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
Public
Public
1 year ago
Hi baermichelle49,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Casinia Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
Public
Public
1 year ago
Translation
For almost 8 weeks they have been checking the customer support. You can forget that. If I don't release my account immediately, I'll probably have to hire a lawyer 🙁 but after eight weeks my nerves are at the end
Automatic translation:
Public
Public
1 year ago
Translation
Yes, Tomas, please help me so that the casino releases my account and releases all my cash bonuses of around 300-400 euros. Ps I have proof photos and email confirmations for that too!
Automatic translation:
Public
Public
1 year ago
Dear Michelle,
Thank you for your patience.
We would like to inform you that your account on the website is now back open, with 3,500 EUR on balance.
Since bonuses have different conditions to balance (e.g. expiration date, wagering requirement), they were added in your Bonuses section, and can be activated by you individually. The bonuses that you were unable to use, but that are now available to be activated from Available Bonuses section:
- 1x 100 EUR casino bonus
- 1x 100 EUR casino bonus
- 1x 30 EUR bonus crab win
- 1x 30 EUR bonus crab win
- 1x 30 EUR bonus crab win
Please accept our sincere apology for the delay.
Best regards,
Customer Support
Public
Public
1 year ago
Translation
on is 18.8 i didn't even know about my account release but only since yesterday
Automatic translation:
Public
Public
1 year ago
Translation
The bonuses just expired over time even though I was online a day after release. I also have proof fortos
Automatic translation:
Public
Public
1 year ago
Dear Michelle,
Thank you for your reply.
The bonuses were credited to your account in a way so you could activate them one by one. Did you, by any chance, attempt to activate them all at the same time?
Nevertheless, you can contact our customer support to have the bonuses credited manually. Please come to chat/email and we will accommodate you. Keep in mind that only one bonus can be requested at a time.
Best regards,
Customer Support
Public
Public
1 year ago
Thank you for the information, Casinia Casino.
Dear baermichelle49,
Can you please update us on the current situation? Have you managed to get your bonuses through the casino customer support?
Kind regards,
Tomas
Public
Public
1 year ago
Dear baermichelle49,
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.
Public
Public
1 year ago
Translation
Yes, great, thank you. You are great, thank you again
Automatic translation:
Public
Public
1 year ago
Dear baermichelle49,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
