The player from Germany had an issue with a deposit made on the casino Casinia. The amount was debited from their bank but had not been credited to their gaming account. We recommended the player contact their payment provider for an investigation, as the casino usually could not resolve such issues directly. The player later confirmed that the issue had been resolved and requested the case to be closed. The complaint was marked as resolved in our system.
Casinia Casino - Player's deposit has not been credited.
Amount: €25
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
6 months ago
Public
Public
7 months ago
Translation
I deposited money instantly on 30.04.24. The money was debited from my bank on 2.05.24.
Casinia refuses to credit my gaming account.
Automatic translation:
Public
Public
7 months ago
Dear Benny55,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Public
Public
7 months ago
Translation
My bank told me to go to the police. My bank debited an option from casinia!
Automatic translation:
Public
Public
6 months ago
Could you please advise if the money was returned to your bank account, or if it reached your casino account? Could you please explain in more detail what you mean by saying that the bank debited an option from the casino? Have you requested a chargeback?
Public
Public
6 months ago
Dear Benny55,
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
6 months ago
Dear Benny55,
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,
Veronika
Casino.Guru
