The player from Italy accuses the casino of unlawfully closing his account and confiscating his winnings, alleging he broke their terms and conditions by depositing with a card not under his name. The player denies the accusations, and after numerous attempts to negotiate, the casino has defended its decision. We contacted the casino and after reviewing the situation once more, the casino decided to reimburse the player but keep their account closed in accordance with their terms and conditions. The player received their winnings and the matter was confirmed 'resolved'.
Casinia Casino - Player’s winnings have been confiscated due to the alleged T&C breach.
Amount: €3,000
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Dear Casinoguru team,
I have a reasonable suspicion that casinia.com might be attempting to scam me.
I've seen that some users have had similar issues, and you were able to help them. I am putting my trust in you as well.
They closed my account and seized my winnings, accusing me of breaching their terms and conditions, particularly Section 9.1 (they claimed that I made a deposit with a card that wasn't under my name).
I have read ALL of the terms and conditions and, of course, did not break any rules. Also, I made my deposit with a card that is indeed in my name.
I have sent them numerous documents and I can readily provide them to you if required.
I first requested a withdrawal on August 24th, and for weeks now, I have been trying to negotiate.
They have been continuously deflecting me, stating that their decision is final and non-negotiable.
Thank you in advance,
Automatic translation:
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6 months ago
Dear giovi110593,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue.
I have checked section 9.1 in the casino's Terms and Conditions and found a list of several prohibited activities. Has the casino specifically stated that your account was blocked due to you using a payment method belonging to a third party?
How many payment methods/cards have you used for depositing into the casino?
Could you please confirm that you passed the KYC verification?
Please forward any relevant communication between you and the casino regarding the issue to veronika.l@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
Veronika
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6 months ago
Translation
I will try to answer all questions in order
1) I copy and paste the communication from the casino with which my account was closed and my winnings seized
We hereby inform you that, after careful verification by the relevant department, your account has been closed for the following reason
As provided for in point 9.1, the website may only be used for personal entertainment purposes.
The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
Engage in any fraudulent activity, including but not limited to using credit/debit cards or other payment methods or funds not belonging to you, in cases where funds are recalled/disputed.
We also inform you that this is the final decision of the casino management and is non-negotiable.
Thank you for your understanding and cooperation.
2) I made a single deposit of €50 with the prepaid card in my name
and they gave me another €50 bonus
3) I passed all the individual checks and as soon as they had no other documents to ask me for, they notified me of the closure of the account
here are all the documents I sent
- identity card
- driving license
- bill made out to me
- Mio selfie with card
- statement of the card with which I deposited (2 months and 6 months)
- PayPal account statement (they asked me for it even though I have never used it and to avoid further issues I sent it)
- photo of the card I deposited with
I remain at your disposal to give you all the elements to resolve the dispute
Thank you in advance
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6 months ago
Could you please send me your entire transaction history with the deposits made to the casino? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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6 months ago
Translation
I sent the list of transactions that I sent to the casino to the email you indicated
of the card in my name showing the deposit of €50 in their favor (the only deposit I made)
Here I attach the darkened movement list
I remain available
thank you in advance
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6 months ago
Thank you very much, giovi110593, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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6 months ago
Hello giovi110593,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casinia Casino to join the conversation and participate in the resolution of this complaint.
Dear Casinia Casino,
Can you please clarify the situation further? Was the player's account closed due to the use of a third-party payment method?
Kind regards,
Adam
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6 months ago
Dear Adam,
Thank you for reaching out.
Please be informed that we sent you an email to adam.m@casino.guru. Looking forward for your reply!
Best regards,
Casinia.com
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6 months ago
Dear Casinia Casino,
Please see my response via e-mail.
Kind regards,
Adam
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6 months ago
Dear Adam,
Thank you for your email.
A reply has been provided.
Best regards,
Casinia.com
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6 months ago
Dear giovi110593,
The case is currently being discussed via email and I am waiting for a further response from the casino.
I will therefore extend the timer accordingly and will post an update here when I have sufficient information.
Kind regards,
Adam
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6 months ago
Translation
Thanks Adam for what you are doing
I look forward to new news
I remain available to provide all the information needed to close the case
I have always acted within the rules and I can prove it
thank you in advance
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6 months ago
Dear Giovanni,
Please be informed that we sent you an email. Looking forward for your reply!
Best regards,
Casinia.com
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6 months ago
Translation
Dear Casina staff,
I responded to your email and await news
I remain available to give you all the clarifications necessary to close the case
thank you in advance
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6 months ago
Dear Giovanni,
Unfortunately, we did not receive a reply to our email.
Could you please make sure you replied to it? Thank you in advance.
Best regards,
Casinia.com
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6 months ago
Translation
I sent back the email with the answer to the question you asked me
please let me know if you received it
thank you in advance
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6 months ago
Dear Giovanni,
Thank you for replying.
The information will be reviewed and you will be informed of our conclusions shortly. We appreciate your patience.
Best regards,
Casinia.com
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6 months ago
Translation
Dear casinia staff
I remain available for all necessary information
I am a bona fide player and can demonstrate that I have not violated terms and conditions and that I act in compliance with the rules and laws
I trust in your good faith
thank you in advance
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6 months ago
Dear Casinia Casino,
Can you please provide an update on the situation? Has the information provided by the player been reviewed?
Kind regards,
Adam
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6 months ago
Dear all,
Thank you for your patience.
We would like to inform you that after a thorough review, the winnings of the customer were paid to him (21.10.2023).
The account is to remain closed in accordance with article 3.9 from our Terms and Conditions:
3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.
Best regards,
Casinia.com
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6 months ago
Thank you very much for letting us know, Casinia Casino.
Dear giovi110593,
Can you please confirm that the matter is now resolved?
Kind regards,
Adam
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6 months ago
Translation
Hi Adam
I confirm that the casino has liquidated my winnings, thus confirming its legitimacy and has not reopened my account
your help was fundamental
A thousand thanks
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6 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, giovi110593, 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 it 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,
Adam
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