The player from Germany had complied with all the conditions related to a promised 40% deposit bonus at the casino. Despite being assured her winnings were converted to real money and having initiated a withdrawal, the casino had canceled her winnings and returned only a small portion. The Complaints Team had attempted to assist her by asking for additional information and extending the response time. However, the player did not respond to the team's inquiries, resulting in the complaint being rejected due to lack of further information.
Casinia Casino - Player's winnings have been cancelled.
Amount: €2,800
Casinia Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Hello,
I made numerous deposits at the casino (over 800) in a span of 3 days.
After realizing that I was not winning anything, I decided to lock my account.
In the chat, I was told that if I made another deposit, I would receive a 40% bonus.
I made an additional deposit of 100, only to receive a bonus of 10 Euros from my deposit.
Regarding the bonus conditions, I was told to wager it 40 times.
I did so and ended up with 5000.
I received a message saying "Congratulations, you've converted everything to real money."
I did some more gambling and decided to cash out at 2800.
Everything seemed in order. It all showed as real money.
I had even initiated a withdrawal of 500 Euros.
A day later, all my winnings were cancelled and my payout and 50 Euros were credited back.
I was constantly kicked out of the chat.
Eventually, someone told me I could only get five times the bonus. i.e, 10*5.
These conditions apply to a bonus without a deposit.
I made a deposit though. I received the bonus on the deposit and was instructed to only wager it 40 times.
I have fulfilled all the conditions.
But I cannot get a reasonable response.
I am extremely upset.
Automatic translation:
Public
Public
7 months ago
Dear Mulahontas,
Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you passed the KYC verification?
Could you please specify what kind of bonus did you get? Have you received it directly from customer support? Did you have to activate it? Could you please send me the name of the bonus or the link to it?
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
Public
Public
7 months ago
Translation
Hello dear Veronika.
I haven't had a payout at this casino yet. That’s why there was no KYC check.
However, I often play in this casino group and the payouts worked without checking.
I was told in the chat if I deposited again I would get a bonus of 40%
I deposited and I had no bonus.
I went into the chat again and was credited with 10 euros.
I didn't have a bonus before.
no welcome bonus etc.
I deposited a lot.
Automatic translation:
Public
Public
7 months ago
Could you please send me the screenshots of your conversation with the support agent regarding the 40% bonus? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here. Also, please send me the name or link to the 10€ bonus you received.
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