The player from Germany reported a significant drop in her winnings after activating the Bonus Grab and using free spins, going from 3000€ down to 35€. She expressed frustration at being unable to contact support effectively and noticed discrepancies in her activity history, which did not reflect her spins and wins. The Complaints Team communicated with the casino to clarify the situation, requesting information about the discrepancies and the wagering requirements for the free spins. Although the casino provided some clarification, the player did not respond further, leading to the rejection of the complaint due to a lack of confirmation of the resolution.
Casinia Casino - Player’s winnings have been confiscated.
Amount: €3,000
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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3 months ago
Translation
Recently, I was playing at a casino and had just activated the Bonus Grab. I won 30 free spins, used them, and suddenly kept getting more free spins and many wins. I had 3000, then it dropped to 400, then I kept getting free spins again, and eventually it was only 35€. I have screenshots as proof of this progression. I don't understand why I can never reach support except via email. How can this happen? How do the numbers suddenly disappear and new ones appear? I don't know if this was because of the free spins, but I checked my activity history to see if anything was recorded, but it shows nothing. How can this be? How can this happen? It now shows 35€, and I've reported this immediately to make sure it doesn't look like I spent the winnings. I also have photos showing the free spins from the Bonus Grab.
Automatic translation:
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3 months ago
Dear Miri0201,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you asked the casino to provide you with gaming history from that day?
- Was there an active bonus on your account?
- Could you please share the communication where you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
The casino has not answered me, you can not go to the live chat, it never works, I have many photos of it, I have to look for advice after work
Automatic translation:
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2 months ago
Have you received any reply to your requests for assistance or explanations from the casino since your last message?
Please let me know, and share any response you received regarding the issue. My email is tomas@casino.guru
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2 months ago
Dear Miri0201,
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.
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2 months ago
Translation
Hello, I have sent you all the evidence here, no, I wrote to the casino again today by email because I apparently cannot use the live chat
Automatic translation:
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2 months ago
Thank you very much, Miri0201, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello Miri0201,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Casinia Casino to join the conversation.
Dear Casinia Casino,
I would appreciate it if you could provide clarification on the discrepancies observed in the player's winnings. Additionally, could you please confirm whether there is a maximum win limit applicable to the winnings from free spins?
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1 month ago
Dear Miri0201,
We would kindly request to provide us the missing win details requested via mail in order to proceed with the verification of your request as soon as possible.
Dear Michal,
we would like to inform you that the wagering requirement of the free spins is x40 (forty) on the derived winnings.
If you have any additional questions don't hesitate to contact us.
Yours sincerely,
Customer service
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1 month ago
Dear Miri0201,
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.
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1 month ago
Dear Miri0201,
Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us, Miri0201 if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
