Casinia Casino - Pelaajan kotiutus viivästyy tilin sulkemisen vuoksi.

I signed up at this casino a few days ago. I deposited and played, then requested a withdrawal. The next day, it was automatically canceled, and my account was suspended. I contacted the casino via live chat, and they gave me an email address to contact. I just contacted that email address and am awaiting their response. Since I fear they may drag this out, I've decided to file a complaint immediately, hoping for your help.

Mi sono registrato qualche giorno fa a questo casinò. Ho depositato e giocato, successivamente chiesto un prelievo. Il giorno dopo è stato annullato automaticamente e ho trovato il mio account sospeso. Ho contattato via chat live il casinò che mi ha dato un indirizzo e-mail a cui scrivere. Ho appena contattato anche l’indirizzo e-mail e aspetto una loro risposta. Siccome temo che possano portare a lungo la questione, ho deciso di aprire subito un reclamo sperando nel vostro aiuto.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I focused on table games from what I remember. I didn't use any kind of bonus. The verifications I completed were basic ones like email confirmation; the casino didn't ask me for KYC verification.

Mi sono concentrato su giochi da tavolo da ciò che ricordo. Non ho utilizzato alcun tipo di bonus. Le verifiche che ho completato sono quelle base come la conferma e-mail, il casinò non mi ha chiesto verifiche Kyc

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Have you received any response from the casino's customer support? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I contacted the casino via email. I received this response:

Ho contattato il casinò via e-mail. Ho ricevuto questa risposta

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear emanuele18282811,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

We would like to kindly draw your attention to the following articles from our Terms and Conditions which the player breached by playing Self-opposite in European Roulette:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;
• engaging in money laundering, terrorism financing or any other criminal activity;
• threatening, harassing or abusing other customers or members of our staff;
• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;
• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;
• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.3: We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4: Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We hope that this clears up our position and thank you for your understanding.

If you have any additional questions, don't hesitate to contact us.

Kind Regards,

Casinia Casino Team

Hello everyone,

thank you for your response, Casinia Casino.

However, I am afraid that your reply does not yet provide the specific clarification I requested.

You have referred to several general provisions of your Terms and Conditions, but I would like to understand which specific provision was actually breached by the player and what exactly the player did that you consider to constitute "Self-opposite" play in European Roulette.

Could you please provide a detailed explanation of the alleged violation, including:

• the exact betting pattern or activity that you consider to constitute self-opposite play;
• which specific bets or actions by the player were considered problematic;
• which specific clause of your Terms and Conditions you consider to have been breached; and
• the evidence supporting your conclusion that the player engaged in this activity.

I would also appreciate the relevant betting history or other evidence that demonstrates the alleged self-opposite play, so that I can independently assess the situation.

If any of the evidence contains sensitive internal information that you cannot disclose publicly or directly to the player, please feel free to send it to me by email at samuel.s@casino.guru. I can then review the information as part of my assessment without requiring you to disclose confidential material publicly.

At this stage, simply referring to the general Terms and Conditions is not sufficient for me to determine whether the confiscation was justified. I need to understand the specific conduct that led to this decision and the evidence supporting it.

Thank you for your cooperation. I look forward to your clarification.

Dear Samuel,

Kindly be informed that we provided you the required information via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Casinia Casino Team

Hello everyone,

thank you for the update, Casinia Casino.

I have received your email and have replied to it regarding the evidence provided. However, I have also requested a more detailed explanation of what exactly the screenshots are intended to demonstrate and how they support the allegation of self-opposite betting.

In particular, I would like to understand the specific betting pattern, the relevant bets, and how the provided evidence demonstrates that the player breached the cited Terms and Conditions.

I will await your further clarification before proceeding with my assessment.

Thank you for your cooperation.

Dear Samuel,

Kindly be informed that we provided you the required information via email.

Thank you for your cooperation.

Kind Regards,

Casinia Casino Team

Hello everyone,

thank you, Casinia Casino, for the additional email, the complete gaming history and the clarification of the betting pattern. I have now reviewed the relevant betting activity.

I understand the casino's position and acknowledge that betting patterns designed to reduce variance, including covering opposing outcomes in roulette, are commonly restricted by operators and may be considered undesirable from a risk-management perspective.

However, Casino Guru's assessment of such play is somewhat different. We do not consider low-risk betting, by itself, to constitute sufficient grounds for confiscating a player's winnings. The important distinction here is between a strategy being low-risk and being risk-free. The betting pattern identified in this case does not eliminate the house edge or guarantee a profit to the player. The player can still lose money, and the actual result of the session is also relevant. In this case, the player ultimately did not withdraw more than they deposited.

I therefore do not believe that the fact that the player used this particular strategy is, on its own, sufficient justification for confiscating the resulting real-money balance.

There is also an important practical consideration here. The bets were accepted by the casino's system and were placed using the player's real-money balance. If this type of betting is not something the casino is prepared to accept, there are various ways in which the risk can be managed prospectively, including technical restrictions or appropriate wagering conditions on deposits before withdrawals are permitted.

In other words, I do not think it would be appropriate to accept the bets, allow the player to complete the required play, and only afterwards treat the accepted betting pattern as grounds to confiscate the player's real-money winnings. If the casino wishes to prohibit this type of play, I would expect the restriction to be clearly defined and, where technically possible, enforced before the player can benefit from the activity.

This does not mean that Casino Guru considers every form of low-risk or structured betting acceptable in every circumstance. If there were evidence of an actual exploitation of a technical weakness, a guaranteed-profit mechanism, collusion, manipulation of the game or another activity providing the player with an unfair advantage, that would obviously require a different assessment. I have not seen such evidence in the information provided in this case.

Dear emanuele18282811,

I would also like to hear your explanation regarding your betting activity, as I would like to understand the reasoning behind the particular strategy you used.

In particular, please explain:

• why you were placing bets on red, black and 0 simultaneously in European Roulette;
• why you were repeatedly cashing out at approximately 1.01x in Aviator; and
• what strategy you were using in Diamond Mines, including why you were placing the particular bets shown in the gaming history.

I would also like to point out that, while I do not consider the betting strategy itself sufficient grounds for confiscation in this case, this type of play is certainly not what we would normally consider the intended way of using an online casino. Casino games are generally intended to be played for entertainment, with the understanding that the player is taking a financial risk and may lose their money. Strategies specifically designed to minimize that risk and extract a financial return from bonuses or wagering requirements can reasonably be viewed as questionable or shady from an operator's perspective, even if they do not necessarily constitute an unfair advantage or justify confiscation of legitimate real-money winnings.

I would therefore appreciate an honest explanation of your intentions and the reasoning behind this betting pattern.

Based on the information currently available, however, I do not consider the low-risk nature of the betting strategy alone sufficient to justify confiscation of the player's real-money winnings.

Thank you both for your cooperation.

Dear Casino Guru team,

Thank you for your message.

First, I'd like to clarify an important point: I have no idea what evidence or data relating to my gaming activity was provided by the casino, but as far as I'm concerned, I've only played roulette.

For this reason, I am unable to provide an explanation for the activities you describe on Aviator and Diamond Mines, as I do not recognize these games as mine. I would therefore kindly ask you to provide me with relevant evidence, including wagering history, dates and times, amounts, and any other data the casino used to file these complaints. This will allow me to concretely verify the information reported.

As for roulette, my activity was simply a prudent way to test the platform. When I register on a new site, especially before making deposits or using it more frequently, I prefer to play very cautiously initially to verify that everything is working properly and, above all, to ensure that the withdrawal process is also working properly.

The fact that I placed certain bets on roulette, even simultaneously on red, black, and zero, was therefore not linked to a particular strategy aimed at gaining an advantage over the casino, but was simply part of my way of using the game during this initial and cautious phase of testing the platform.

I reiterate, however, that I do not recognize the activities listed on Aviator and Diamond Mines. Before I can comment or explain these plays, I would therefore need to see the specific evidence supporting the claim.

I remain available to provide further clarifications once I have received the documentation.

Best regards

Gentile team di Casino Guru,

grazie per il vostro messaggio.

Vorrei innanzitutto chiarire un punto importante: non ho idea di quali prove o quali dati relativi alla mia attività di gioco siano stati forniti dal casinò, ma per quanto mi riguarda ho giocato esclusivamente alla roulette.

Per questo motivo, non sono in grado di fornire una spiegazione relativa alle attività che mi indicate su Aviator e Diamond Mines, in quanto non riconosco tali giocate come mie. Vi chiederei quindi cortesemente di fornirmi le relative prove, inclusa la cronologia delle puntate, le date e gli orari, gli importi e qualsiasi altro dato che il casinò ha utilizzato per formulare queste contestazioni. In questo modo potrò verificare concretamente quanto riportato.

Per quanto riguarda invece la roulette, la mia attività era semplicemente un modo prudente di testare la piattaforma. Quando mi registro su un nuovo sito, soprattutto prima di effettuare depositi o di utilizzarlo con maggiore frequenza, preferisco inizialmente giocare in maniera molto prudente per verificare che tutto funzioni correttamente e, soprattutto, per accertarmi che anche la procedura di prelievo funzioni regolarmente.

Il fatto di aver effettuato determinate puntate sulla roulette, anche contemporaneamente su rosso, nero e zero, non era quindi legato a una particolare strategia volta ad ottenere un vantaggio sul casinò, ma rientrava semplicemente nel mio modo di utilizzare il gioco durante questa fase iniziale e prudente di verifica della piattaforma.

Ribadisco comunque che non riconosco le attività indicate su Aviator e Diamond Mines. Prima di poter commentare o spiegare tali giocate, avrei quindi bisogno di vedere le evidenze specifiche sulle quali si basa la richiesta.

Resto disponibile a fornire ulteriori chiarimenti una volta ricevuta la documentazione.

Cordiali saluti

Hello everyone,

Dear emanuele18282811,

Thank you for your explanation. I find it somewhat unusual that you do not recognize Aviator or Diamond Mines, considering that according to the gaming history provided by the casino, only 2 of the 18 bets were placed on roulette, while the remaining bets were placed on other games, including Aviator and Diamond Mines.

However, I do not want to argue with you or try to convince you about what you played. If you genuinely do not recognize this activity, the important thing is to establish whether the gaming history provided by the casino can be independently reviewed by you.

Dear Casinia Casino,

could you please confirm whether the complete gaming history you provided to us can also be shared with the player?

In particular, if possible, please provide the player with the relevant records showing the games played, dates and times, bet amounts, and outcomes, so that they can review the activity and clarify whether these bets were actually made from their account.

Thank you both for your cooperation.