The player from Germany reports a significant drop in their winnings after activating the Bonus Grab and using free spins, going from 3000€ down to 35€. They express frustration at being unable to contact support effectively and notice discrepancies in their activity history, which does not reflect their spins and wins.
Casinia Casino - Player’s winnings have been confiscated.
Amount: €3,000
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 opened
Current status
Waiting for Casino Guru to reply
0d 6h 4m 44s
Case summary
1 week ago
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4 weeks 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 weeks 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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3 weeks 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 weeks 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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1 week 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 week 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:
Casino Guru is examining the case
