Casinia Casino - Pelaajan voitot viivästyvät VIP-rajoitusten vuoksi.

Casinia Casino – Amusnet Network Progressive Jackpot (€495,010.61) subject to withdrawal limits causing a minimum payment period exceeding 5 years, with no individual payment schedule

Hello,

I would like to file a complaint against Casinia Casino regarding the payment of a network progressive jackpot of €495,010.61, won on 17 September 2025 on Secret of Cairo – Jackpot Cards.

This is a network progressive jackpot, funded by wagers from the entire Amusnet network.

The provider has confirmed that:

the jackpot was correctly triggered,

the win is valid and recognized,

Casinia Casino is fully responsible for the payment.

The win has also been officially recognized at Amusnet network level, including promotional communications sent by Casinia and partner casinos mentioning my nickname and the amount won.

To date, no payment solution and no individual payment schedule have been offered, despite the exceptionally high amount.

1. Jackpot fully tied to VIP withdrawal limits (core issue)

Casinia has chosen to pay this jackpot exclusively through VIP withdrawal limits, treating it as a regular balance.

However, a €495,010.61 progressive jackpot is not compatible with a payment system dependent on:

VIP status,

unilateral casino decisions (VIP downgrade),

standard withdrawal limits.

Current balance: €463,999

VIP 4 (before 1 December 2025):

→ theoretical minimum payment period ≈ 3 years, assuming €15,000 approved every month.

VIP 1 (since 1 December 2025):

Limits: €500/day – €7,000/month

→ theoretical minimum payment period 5 years and 7 months,

→ requiring more than 928 individual withdrawals, with a maximum of three pending at once.

These are theoretical minimums only, with no guarantee that:

withdrawal limits will remain unchanged,

withdrawals will be approved every month,

the operator will remain active over such a long period.

Because Casinia provided no payment schedule, I had to calculate the minimum payment duration myself based on monthly limits, despite requests from both the mediator and myself. It is clear that this jackpot cannot reasonably be tied to VIP status, as the delay remains excessive and uncertain at any level.

2. Clause 6.14 not applied

Casinia’s Terms & Conditions include clause 6.14, which states that the company may set an individual payment schedule depending on relevant factors.

A network progressive jackpot of this magnitude is clearly a relevant factor justifying the application of this clause.

Despite repeated requests and AskGamblers’ intervention, clause 6.14 has never been applied. Casinia limits itself to clauses 6.11 and 6.12 (standard withdrawals), resulting in a partial and unbalanced application of its own terms.

3. AskGamblers complaint and VIP downgrade

A complaint was submitted to AskGamblers on 12 October 2025 and is now closed as "Unresolved", as no solution was offered despite the payment duration being considered unacceptable.

During this process, my VIP status was downgraded to VIP 1, which:

reduced my withdrawal limits,

further extended the payment period,

increased uncertainty regarding full payment.

4. No player misconduct

The VIP downgrade resulted solely from the automatic VIP system based on deposits and ongoing play.

Since winning the jackpot, I have made no deposits, which is logical given the very high balance. I made a few low bets while VIP 4 to try to maintain my status, but without deposits this was insufficient.

With a current balance of €463,999, I refuse to condition the payment of my jackpot on continued gambling activity.

5. Payments made

To date, approximately €16,500 has been paid, representing just over 3% of the jackpot since 17 September 2025. I have never reached monthly limits due to the casino’s withdrawal validation delays.

6. Request

I am requesting CasinoGuru’s assistance to obtain:

a clear, acceptable and proportionate individual payment schedule,

payment of the jackpot independent of VIP status.

This dispute has lasted several months and worsened after my VIP downgrade. Casinia refuses any alternative solution, applies an excessive delay without written commitment, ignores clause 6.14, and provides no individual payment schedule.

Supporting evidence available

Full AskGamblers complaint history (unresolved),

Amusnet jackpot validation,

Withdrawal history,

Account balance and screenshots,

Promotional emails,

Completed KYC.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tafou06,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you are experiencing with withdrawing your jackpot winnings from Casinia Casino. We will need a few additional details to properly assess the case and approach the operator effectively.

Could you please provide clarification and supporting evidence for the following points:

• Please confirm your current account balance and the exact date and time when this balance was last displayed on your account (you mentioned €463,999 — please confirm).
• Do you have any additional screenshots or copies of communications from Casinia Casino confirming the jackpot validation and recognition (for example: emails, promotional messages, or announcements that mention your nickname and the jackpot amount)?
• Please provide a complete withdrawal history, including dates, amounts, status (approved, pending, declined), as well as confirmation of the approximately €16,500 already paid.
• On what exact date was your VIP status downgraded to VIP 1?
• Please confirm that Casinia Casino has never, at any point, offered or provided a written individual payment schedule in any form.

Thank you in advance for your cooperation. Once we receive this information, we will proceed with the next steps of the investigation.

Best regards,

Petra

Here are the rest of the requested documents (due to the attachment limit, I have to make several posts, sorry).

.

(Again) Here are the rest of the requested documents (due to the attachment limit, I have to make several posts, sorry).

(Again) Here are the rest of the requested documents (due to the attachment limit, I have to make several posts, sorry).

Thank you for your reply and for providing the previous details, Tafou06.

Could you provide additional communication you had with the casino and the above-mentioned Askgamblers complaint thread? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I would like to confirm that I have sent all the requested documents by email to Petra, including the complete AskGamblers complaint thread and the relevant VIP email from Casinia Casino.

I remain available and patient for the next steps of the review.

Thank you for your time and assistance.

Dear Tafou06

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 Mirka (miroslava.d@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Tafou06,

Thank you for the provided information.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Casinia Casino Team.

Dear Casinia Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Tafou06,

We would kindly like to apologize for the inconvenience.

Please be informed that your daily and monthly withdrawal limit is set within our terms and conditions and is based on your account level.

Those limits cannot be changed, which means your withdrawal requests have to be in alliance to those limits.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

Thank you for your understanding.

Kind regards,

Casinia Casino Team.

Dear Casinia Casino,

Could you please provide us with an explanation on player's account levels before and during withdrawal?

And more importantly, could you please confirm, if the player won the disputed amount on a progressive jackpot, you are applying withdrawal limit to progressive jackpot winnings?

Please note, that according to our Fair Gambling Codex, withdrawal limits shouldn't be applied to progressive jackpots.

Please reconsider your decision, if this is the case.

Thank you for your cooperation.

Dear Mirka,

Thank you for your follow-up and for the opportunity to provide further clarification.

Regarding the player’s VIP status, please be informed that our system calculates account levels automatically. This calculation is based on a dynamic ratio of total deposits versus withdrawals over a set period. As these levels are determined by automated logic, they can fluctuate; in this specific case, the change in the player's level during the withdrawal process was a result of this standard system update.

In response to your inquiry regarding Progressive Jackpot winnings, we acknowledge the recommendations outlined in the Fair Gambling Codex. However, we must adhere to our internal regulatory framework and the specific Terms and Conditions that govern our operations.

As previously mentioned, all payouts are subject to the limits defined in Section 6 of our General Terms and Conditions, which every player agrees to upon registration:

Section 6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

These rules are applied consistently to all account balances to ensure operational security and financial compliance. While we understand this may not be the preferred outcome, we must stick to these established internal rules for the processing of all winnings.

We appreciate your role in this mediation and thank you for your professional understanding.

Best regards,

Casinia Casino Team.

Dear Casinia Casino,

Could you please provide an explanation, on why the limit is applied? Is it enforced for example by the law, or AML regulations, or is there any other valid reason for that?

Are the winnings directly paid out by the game provider? Or is the casino middleman between game provider and the player?

Thank you for your clarification.

Dear Mirka,

Thank you for your message. We appreciate the opportunity to clarify our position regarding the player's account status and our payout procedures.

Regarding the VIP level, please note that our platform utilizes an automated logic system to determine account tiers. This system evaluates a dynamic ratio of deposits against withdrawals over specific timeframes. Because this is a real-time, automated calculation, VIP levels can shift; in this instance, the adjustment to the player’s status during the withdrawal period was a direct result of these standard system parameters.

We operate strictly within our regulatory structure and the Terms and Conditions (T&Cs) accepted by the user. However, we can confirm that all actions taken are consistent with our operational policies and the regulatory environment in which we operate.

All transactions are governed by the withdrawal protocols established in our General Terms and Conditions, which are agreed upon at the point of registration.

While we recognize this may be disappointing for the player, we must remain consistent in enforcing these internal rules for all payouts.

We value your mediation in this matter and thank you for your professionalism.

Best regards,

Casinia Casino Team.

Dear Casinia Casino,

I kindly ask you to provide answers to my previously asked questions:

Could you please provide an explanation, on why the limit is applied? Is it enforced for example by the law, or AML regulations, or is there any other valid reason for that?

Are the winnings directly paid out by the game provider? Or is the casino middleman between game provider and the player?

My apologies if my earlier questions were unclear; they are specifically regarding the limits on progressive jackpot withdrawals.

Dear Mirka,

Thank you for your message.

Regarding your inquiry into the application of limits, please be advised that our platform operates strictly within a defined regulatory structure and the General Terms and Conditions (T&Cs) accepted by every user upon registration. All withdrawal protocols, including those related to specific game types or account tiers, are governed by these internal operational policies. 

Furthermore, please note that account statuses and VIP levels are determined by automated system parameters that evaluate account activity in real-time. Any adjustments to withdrawal limits or tiers are a direct result of these standard system calculations.

We must remain consistent in enforcing these established rules for all transactions to ensure a uniform process for all players. All payouts are handled in accordance with the protocols agreed upon at the point of registration.

Best regards,

Casinia Casino Team.

Dear player,

I am extending the timer, since we need to discuss the issue and consequences internally. I will notify you, if there are any updates.

Thank you for your patience.

Dear player,

I would like to inform you about the outcome of our discussion.

Since we found out Casinia Casino is limiting progressive jackpot winnings, this information has been added to casino's review on our website to warn other players. Moreover, this information has impacted casino's rating calculation, and it will be soon lowered accordingly.

When it comes to the issue of lowered VIP status, you mentioned in the beginning, that you didn't make any deposits since the big win. It is understandable, given circumstances, however it influenced the calculation of your withdrawal limits.

In conclusion, despite the fact, that this situation is understandably not ideal for you, the casino is acting according to their Terms and conditions, if the winnings are being paid out according to their maximum monthly withdrawal limits. If the casino decides to change their policy based on the penalization leading to lowered rating, we would also appreciate it, but at this moment I can only recommend you to be patient, while your winnings are being paid out.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you. Feel free to reach out to us, if the withdrawals stop being paid out regularly, or they won't be meeting maximum monthly withdrawal limits in Terms and Conditions.

Best regards,

Mirka