Casinia Casino - Pelaajan voitot on takavarikoitu.

Hello, I hope you can help me. I received a bonus with wagering requirements of approximately €1,940, which I fulfilled. During gameplay, I received a message that I was now playing with real money. I continued playing and won over €4,000. Then, suddenly, they removed the bonus and I only received €50. I have complained repeatedly via live chat and emailed the casino's support, but I haven't received a response. I am requesting your assistance because this is fraud. Thank you.

Regards

Da Silva

Guten Tag ich hoffe sie können mir helfen ich habe ein Bonus erhalten wo den Umsatzbedingungen müsste ungefähr 1.940 seine und das habe ich auch erfüllt und habe auch während des Spiels die Meldung erhalten das jetzt mit echtes Geld spiele . Weiterhin habe ich weiter gespielt und habe ein Gewinne über 4.000 Euro und weiter gespielt und auf einmal haben die das weg gemacht und nur 50 Euro erhalten. Ich habe oft reklamiert live Chat. Per E-Mail an Support des Casinos und bis jetzt keine Antwort. Hiermit bitte ich das sie mir helfen weil das ist Betrug. Danke

Mfg

Da Silva

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Hello,

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.

• Could you please specify which bonus you activated and played? Please share with me screenshots of the bonus offer with specific terms and conditions.
• Could you please specify the amount that was on your player's account at the time you received a notification from the casino?
• Was your balance adjusted to the maximum cashout at the time you received the notification from the casino?
• Have you asked the casino to provide you with the game history from the time your bonus was in play?
• Send relevant information and evidence to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas, I have sent everything to you at the email address mentioned above. tomas@casino.guru I have not received a reply from them yet.

Hallo Tomas ich habe die alles ihnen geschickt an den obengenannten E-Mail tomas@casino.guru. Bis jetzt habe ich keine Antwort von ihnen Erhalten.

Thanks for your patience and the information provided.

According to the evidence you provided, the big win you achieved occurred during bonus play, and not during real money play.

We accept situations where online casinos cap winnings only at the moment the withdrawal is requested. Please let me know if there is any evidence that the winnings were accumulated with real money or information I might have overlooked.

Dear Mitus,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru