Casinia Casino - Player’s winnings have been blocked.

This casino needs to be blacklisted and there licensing board contacted.

n I have been defrauded out of my money from this casino, after warning them and trying to resolve this with the casino they just instantly prevented me from accessing the site and take no responsibility

casino guru I went there and signed up based on your level of safety index and I am extremely disappointed and feel let down.

you need to blacklist them immediately

over 172 negative reviews of them on trustpilot and over 100 people scammed of there winnings on there this is not ok and casino guru you need to do something about it

I want my money from them and you casino guru have a duty to act on this and prevent any more people from being hurt and defrauded

Dear ryandavids1988,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your casino account was blocked? Have you received any email from the casino regarding the reason for it?

Have you accumulated your winnings with or without an active bonus?

Could you please describe in more detail how you have been defrauded out of your money?

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

Veronika

Hi there thanks for your message, and apologise for the late return

yes I have been blocked from the casino

this happened once I was in live chat taking about the problem with them and in conversation I said to them after hours of going in circles because you know what these casino are like they talk in circles, I said to them that if this can’t be resolved and they are going to bully me and fraudulently the my money that I would be lodging a complaint with there licensing body, making a report to casino guru and requesting my bank to do a charge back, and in conversation I said to them if your going to treat me like this when I have just deposited a lot and I mean a lot of money back to back you can close my account down and I won’t be returning

what do you think they done without answering any of my questions?????

that’s right they just went ahead and closed my account down

there was no bonus

no issue

nothing

they are the and I mean the biggest scammers out there along with spin oasis. Spin bond who owe me in excess of 30k

I won’t stop until this is refunded and resolved

the reason I went there to sign up with them is because how much you rate them and how high you have your safety index rates for them 😞

after doing extensive research I have found they have ripped off and owe money to more then 100 people

now come on casino guru how can you have them so high in safety index and rate them so high if that’s what they have done to do many people, it’s because of your ratings I went there and this has now happened, but how many other customers have fallen into the same trap after reading your reviews and your ratings for them

now this is to show you I am not making it up I tried to resolve this with them and they went ahead and deleted my account and there excuse was that I requested this 😡 these people need to be blacklisted

I'm sorry, but based on these screenshots, I am unable to determine the reason for the account block. Without more specific information about your case, we won't be able to assist you.

Could you please specify the reason why your account was blocked? If you received any email after the account closure, please forward it to me along with any other evidence that could be relevant to the investigation. My email address is veronika.l@casino.guru.

I think I have most definitely stated everything I know, you need to remember I was taken advantage of, and you haven’t once asked or requested this fraud of a casino 1 question. If I knew the answers you were asking I wouldn’t be here raising a dispute against a casino you so highly rate that was the reason as to why I signed up with them only days before and then the robbed me

so let’s go ask them these questions

Our complaint resolution process follows clear procedures. Before contacting the casino, we need to gather as much evidence from the player as possible. It's important to provide all the relevant information and attach any evidence that supports your claims.

In one of your previous messages, you mentioned that you wrote to customer support the following: "You can close my account down and I won’t be returning."

Has the casino closed your account right after this request?

without prejudice

thanks for finally responding to this matter that I would refer to as "quite important" as I am still not reimbursed for my dealings with this casino, and for what this casino has cost me, and I mention from the lack of urgency trying to resolve this and the delay in this matter being resolved, it is starting to fall into the category now of me being the one who is wearing more of this problem and I would like to ask if this can be escalated as I am not feeling like I am being rightfully understood as a customer of yours and the matter in mention, in conversation with the casino I made the comments once this is resolved, and a apology given if there continues to be blatant disregard while we are addressing the matter, that I would close my account down after

that comment didn’t stop them from continuing to argue back and forth for over 40 mins, they are a casino were the live staff can’t do anything and have to constantly message real staff of the casino while you wait on hold.

so once the casino realist they screwed me, and the comments I made about going to there license board and make complaints that they just decided to close the account and be happy with the large deposits I made over a 72hrs period and be happy the defrauded me and I was now someone who could be a "headache" so they decided to steal funds from me and hide behind the account closure issue

that’s not good enough I’m sorry!!

there is laws and regulations they have broken.

Dear ryandavids1988,

I'm sorry, but although this complaint has been open for four weeks already, you have not specified why the casino blocked you, responded to my questions, or provided sufficient information to continue with the investigation and ask the casino to join the resolution of your complaint.

Without enough evidence and cooperation from your side, I have to close this complaint.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika