Casinia Casino - Player’s winnings confiscated by casino.

On June 13th, I played at Casinia. I made a €60 deposit, received a bonus, and complied with all the bonus terms to be able to withdraw the money after playing. However, I couldn't withdraw and had to make a request for the withdrawal. Although no verification was requested initially, the next day they asked for verification, and I submitted all the documents. Later, they requested more documents, including a photo of me with an image behind ensuring my ID card. I also sent my bank statement, which wasn’t verified correctly. Yesterday, I went to my bank to request a statement, which had a cost. This morning, I sent it again, but to my surprise, when I checked the status of my withdrawal request, my account was blocked and I received an email saying they would return €60 to me. My withdrawal request was for €500 and I complied with all the requirements.

Dear brmp4916,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you're experiencing with your withdrawal from Casinia. To assist you further and understand the situation better, could you please provide more details about the following:

• Could you specify the exact date when you initially made the withdrawal request and the date when they first asked for verification documents?
• Do you have any emails from Casinia related to your withdrawal request and account verification?
• Could you provide a detailed list of all the documents you submitted and the dates you sent them? This includes the bank statement you obtained and sent yesterday.
• Have you received any specific reason from Casinia for blocking your account and only offering to return your initial €60 deposit?

If you have any additional communication or further details to share, please forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I requested the withdrawal on 06/13/2024 the document verification request was the next day I sent it then they also asked for more documents I sent it again I spoke to chat this morning and they asked me if I had the last month's statement I I sent it because yesterday I went to my bank asking for it to be given to me because I couldn't get it either via the app or any other method other than in person and paying an amount of 2.88 I paid it and this morning I sent the document again I believe that not an hour later I try to enter the website and I see a warning message that I cannot enter because the account is being verified, I ask again in the chat and they tell me that I will receive an email, I received an email saying that I would only receive my deposit of €60 for not having complied with T&C 9.1, I went to check T&C 9.1 on the website and what is written there is I verified that I did not fail in anything nor did I commit or violate any of the rules or terms that are in the same, hence my indignation and complaint.

I sent my citizenship card, selfie of me holding it with the casino website on my back, I sent proof of address, I sent proof of bank statement, I even initially sent my criminal record, everything as they asked me, I'm of legal age, I live in Portugal, everything is ok. As I don't understand why this situation happened, I spoke to chat more than once and they always said that it was under verification, I always asked why it was taking so long, they didn't respond to anything because they said to send an email to support and that I had to wait etc etc and now this.

Good afternoon, I would like to know from you what I can do in legal terms to recover my €500 and if possible, as quickly as possible I will do everything I can to get my money back to me and to pay me for the damages and inconvenience caused by the fact of not paying me is causing me I will not let them keep my honestly earned money I will do anything

I am waiting for you to help me as I will, if necessary, initiate legal proceedings against everyone involved in this process, I will not be harmed, I have financial difficulties and I will not allow you to keep what is mine, the casino has 24 hours to pay me, otherwise I will proceed to the authorities

Since I don't get the answers I need, I will go to a lawyer and the authorities will present my problem.

Hi brmp4916,

Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 800 complaints simultaneously, necessitating thorough investigation and analysis for each case. Sending daily messages will not expedite the process; in fact, it may have the opposite effect.

• Is there any relevant communication between you and the casino that you could share with me before we contact the casino directly?

Thank you.

Good morning, there has been no contact from the casino, although I have sent several emails, I have not received any response. They simply don't respond to the emails I send.

Thank you very much, brmp4916, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, brmp4916,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response - since you mentioned an email in which the casino informed you about the account closure/refunding of your deposit/rules that were breached, please forward that email to my email address (branislav.b@casino.guru). I can see you use Gmail, so it would be highly appreciated if you could forward it to me as an attachment. I recommend you open your inbox on a PC, in one of the well-known browsers, find the email, and choose the option "forward as an attachment" from the drop-down visible after clicking on the email by the mouse right button. Thank you.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinia Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and disputed winnings confiscated? What steps should the player take to unblock the account and/or access his winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

Thank you for reaching out.

We would like to inform you that we are having a second look at the actions taken on the account and will get back to you soon.

Best regards,

Casinia.com

Thank you for your response and an update, Casinia Team.

Feel free to inform us once you have any news or updates regarding the matter.

If the casino's decision (account closure/winnings confiscation) remains unchanged, please answer the questions in my previous post and provide the requested details/supporting evidence.

Looking forward to hearing from you.

Good morning, the situation regarding my withdrawal has been resolved, thank you very much for your help, however the account remains blocked. Anyway, the least of it is bad.

What great news, brmp4916!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the main issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the account closure - unfortunately, the casino has the right to close any account without providing a reason, and we respect such a decision if the remaining balance is fully paid out. So, since there are no funds in your disputed account anymore, it is only up to the casino whether they leave it open or not, and we cannot do anything about it.

Thank you very much, Casinia Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru