The player from Germany was accused of breaching the General T&Cs. The casino blocked his account and confiscated his winnings. The issue was successfully resolved as the casino decided to reopen the player's account and reinstated their balance.
Casinia Casino - Player's account was blocked.
Amount: €3,623
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
Following topic :
Up until 3 months ago, I was able to pay out via bank transfer without any problems.
Now I haven't played for 3 months, the site has been relaunched. I've won very well the last few days. FINALLY ‼️‼️‼️‼️
NOW I SHOULD VERIFY MYSELF, I ALSO DONE WITH ALL THE RELEVANT PARTIES!
SINCE I ONCE MADE A PAYMENT TO ANOTHER ACCOUNT BECAUSE I HAD DEBT AND HAD A CREDIT AT CASINIA, THIS WAS ALSO TRANSFERRED WITHOUT ANY PROBLEMS
AFTER THE VERIFICATION EVERYTHING GREEN I ALSO HAD TO SUBMIT MY FRIEND'S BAKKARD WHY DON'T I KNOW EAR EVERYTHING GREEN
NOW I SUBMITTED A PAYOUT REQUEST AND THE ACCOUNT WAS PROMPTLY BLOCKED ACCORDING TO TERMS VIOLATION 9.1
I HAVE ALWAYS PLAYED ALONE AND BUR FOR MY PERSON UBD IF YOU WIN OVER 3623 EURO YOU WILL BE DISPOSED OF
THEY CANCELED ALL THE WINNINGS AND OFFERED ME 2 X 25 EUROS.
PLEASE HELP SUPPORT PLAYS DEAD
Automatic translation:
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1 year ago
Dear Jopi13,
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. Do I understand correctly that you withdrew to someone else's payment method?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
I sent an email to kristina.s@casino.guru.
since my case was explained in detail again and all screenshots sent ..
I hope a reasonable solution ...... and not on the part of Casinia 2 x 25 euros that's not okay !!!!!!
I took extra pictures of my winnings as proof !!!!!!!!
Thanks
Edited
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1 year ago
Thank you for your reply, Jopi13. Please note that for deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Do I understand correctly that the latest withdrawal was requested to your own bank account?
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1 year ago
Translation
Yes that is correct. I deposited from my account and have 3 active withdrawals of €500 each to my account
DE75...900 made. Remaining credit 2113€.
Casinia has a bank card! It's my bank account!!!!!
Best regards
people
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1 year ago
Thank you very much, Jopi13, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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
Hi Jopi13,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casinia Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Good morning Peter,
Yes, that would be nice if casinia takes part in this discussion and a solution is found.
As I said, even if I unknowingly made a mistake because I wanted to pay my debts as quickly as possible, Casinia does not have the right to withhold my winnings. I have always enjoyed playing there and have recommended it to friends and colleagues!!! Who also play or have played there.
Casinia can also have a selfie where I'm on it with my friend, it doesn't mean I played under other names, terms and conditions were 9.1 !!!!!!!where I paid out 4 months ago because they should have been 4 months ago be able to block for months because that would not be the case now.
As I said, I've always played in my name and deposited a lot of money, now I've won and something like that
I would appreciate a positive solution and the payment of my winnings of 3623 euros.
Best regards
Volker P****
Edited by a Casino Guru admin
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1 year ago
Dear all,
Thank you for reaching out.
We would like to inform you that after a thorough review of the claim, we have come to a decision to re-open the account and restore the winnings.
Best regards,
Casinia.com
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1 year ago
Translation
Ladies and Gentlemen
my account was reopened and my winnings were all refunded.
So the case is closed and I would like to thank the Casino-Guru team for the competent help and thanks to the Casino Casinia team for the perfect solution.
Best regards
Volker P....
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1 year ago
Hi all,
Thank you for your replies.
Dear Jopi13,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jopi13, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
