The player from Brazil had her account in the casino blocked. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Casinia Casino - Player's account was blocked.
Amount: 19,000 R$
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I had my account blocked by Casino cadoola and automatically the partner casinos of "Cadoola" casino blocked my accounts too, exactly all the partners being them
wazamba
Casinia
Neon
7 gringos
Zulabet
And others, but the case that led Cadoola Casino to block my account was completely resolved and even after having resolved it with Casino Cadoola, the partner casinos did not release my account and the issue is that I had an amount of money in Casino casinia, I was able to prove together with the Casino guru that I did nothing wrong for Casino cadoola to have blocked my account and the case regarding Casino cadoola was resolved.
On the day the issue was resolved regarding the cadoola casino, I asked him about opening partner accounts.
And the response from the same Cadoola casino was
That the right rests exclusively with the casino and its partners to give a player the right or not to access the accounts
I understand and accept this answer and accept that they are fully entitled but there is an amount of winnings and deposits at Casino casinia and I cannot withdraw.
These are prints of my account, as soon as I made some withdrawals, it gave an error, I couldn't withdraw and soon after, the account was closed.
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1 year ago
Dear mahferrazprado,
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.
Do I understand correctly that the situation is related to the previous complaint with the sister casino?
Did you contact the casino regarding the withdrawal procedure? What is the casino's explanation about why you weren't paid your winnings?
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
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1 year ago
Translation
Yes it is related to Casino Cadoola
Cadoola casino blocked my account accusing me of collusion, automatically all partner casino accounts were also blocked
And there were values at the casino casinia with deposit and winnings
They were the two that I played the most, both casinia and cadoola
However, it was resolved and proved to the cadoola casino that there was no collusion and it was resolved.
But the account on the Casinia Casino with the amounts of winnings and deposits in it remains blocked and I can not enter or withdraw the amounts belonging to it
Yes I contacted Casino casinia and the same gave this answer
However, 7stars partners is on the site where all these brands belong to him, any casino described there, even if I don't have an account and I register recently, is blocked even before my registration
And there is a clause that is prescribed in Cadoola casino that they can fully terminate your account and that of all partner sites
I fully agree not to use partner sites and the same Casino casinia and Cadoola as agreed between the parties
But I am entitled to the gains because my situation was resolved before the prosecution.
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1 year ago
Thanks for the detailed explanation.
Is there any proof you had an active balance in the casino prior to it being closed?
We believe that the casino can choose to close a player's account at any time for any reason, but they cannot withhold the player's balance.
If there is any further evidence of the casino withholding your balance, please share it with us here or send it to tomas@casino.guru
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1 year ago
Translation
hello tomas
Yes I do, that was exactly the balance I had at the casino
I made a withdrawal of 3 thousand through pay4fun, it was the maximum they allowed per day.
The other day I made another withdrawal of 3 thousand, thus leaving the word error in the withdrawal.
And the next day the account was already closed getting like that.
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1 year ago
Thank you very much, mahferrazprado, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.
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1 year ago
Translation
Ok tomas thank you for helping me and I totally trust the professionalism of Casino guru.
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1 year ago
Dear mahferrazprado,
I'm Michal, and I have taken over your complaint. I have reviewed this case as well as your previous complaint with the Cadoola Casino, and as the casino team decided to cease offering their services to you, sadly, there is not much that we can do about it. However, if any other breach of terms from your side has not come to light, we believe the casino should let you withdraw your last balance if it was gained according to the rules. I will contact the casino to shed more light on this matter.
We would like to invite Casinia Casino to join the conversation.
Dear Casinia Casino,
Can you please provide information on why the player can't at least withdraw their remaining balance? It is OK if you are not willing to provide your services to the player any more and close their account, but all financial obligations have to be fulfilled first.
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1 year ago
Dear Michal,
Thank you for contacting us.
We have sent you an email with the information on our actions regarding the customer’s account.
Please let us know if you have any further questions.
Sincerely,
Casinia
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1 year ago
Thank you for your email, Casinia team. I have replied back.
Dear mahferrazprado,
We are still discussing your case with the Casinia team. I kindly ask for your patience.
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1 year ago
Translation
GOOD MORNING
Dear Michal
Thanks for updating me.
Today I received an email from the Casino containing information about a withdrawal process.
Reposting to keep you informed about the same.
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1 year ago
Dear Customer,
We would like to inform you that your total remaining balance was successfully paid out.
Thank you for your cooperation!
Sincerely,
Casinia
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1 year ago
Thank you for the response, Casinia team.
Dear mahferrazprado,
We were able to get an agreement with the Casinia Casino team, and as mentioned above, your remaining balance was paid out to you. Please let me know when you receive it so we can consider your complaint to be resolved.
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1 year ago
Translation
hello dear
casinia team
Mr Michael
Yes, I received Casino amounts as stated above regarding a withdrawal process
As far as I remember it had values above what was credited.
I would like to say right away that I am not doubting the work of the great Casino guru team, but I would like to know what agreement was made together with Casino casinia?
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1 year ago
Dear mahferrazprado,
I'm glad to hear that you successfully received your withdrawal. The agreement was to pay you your remaining balance, which I believe was done successfully, so can we consider your complaint to be resolved?
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1 year ago
Dear Customer,
We appreciate your prompt response.
Kindly be informed that the full amount of winnings were paid back to you. Should you have any further questions, please do not hesitate to contact us.
We hope this has clarified your case.
Sincerely,
Casinia
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1 year ago
Thank you for the clarification, Casinia team.
Dear mahferrazprado,
As the Casinia team mentioned above, you have received the full amount of winnings, so we consider this complaint solved.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact our Complaint Resolution Center if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Michal
Casino.Guru
