Diskusija o članku: Instrukcije za rešavanje prigovora (strana 6)

But then I wonder not only that they block my account without explanation and by approving the verification they also refuse to pay the winnings without knowing the reason

Ma poi mi chiedo nn solo che mi bloccano accaunt senza spiegazioni e approvando la verifica di rifiutano anche di pagare la vincita senza sapere il motivo

In this case, I would resort to lodging a complaint because I don't think it's normal for them to block your account without giving a reason.

Our team will investigate the whole case and I believe they will find out why this happened.

Here is a link you can use.👈

I hope we can help you. 

Casino guru dont do much too help players and fairly resolve any complaint. They basically funded by the casinos too make it look like the casinos are some what legitimate

Are you judging based on the complaints you had with us?

We always try to help every player. I think that the reason why it was not possible to help you was always explained to you.

We are not an authority like a license, but a mediator who tries to help players.

It is necessary to realize this.

We have helped players get back more than $50 million, so I don't think what you are saying is entirely true. 

🔹 Text for Casino Guru (updated with Neteller account)

Title:

Casinia – rejected win 167,000 CZK, 4:1 rule not documented

Text / Description:

In September 2024, I won 167,000 CZK at Casinia. The first withdrawal was made to a third party account, the second withdrawal was made to my own Neteller account, which is fully in my name and should have been in accordance with the casino's rules. However, the casino denied my winnings, citing the 4:1 rule, which was never published or made available for viewing, and only returned 500 CZK to the third party account.

I am now the account holder and have full authority to request a full refund. The casino has been non-communicating and ignoring my requests for over a year.

I am attaching screenshots of the chat and email (without sensitive data) that demonstrate the casino's inconsistent behavior.

I request an immediate resolution and point out that such practices damage Casinia's reputation and are unethical.

🔹 Text pro Casino Guru (aktualizovaný s Neteller účtem)

Title / Název:

Casinia – zamítnutá výhra 167 000 Kč, pravidlo 4:1 nezdokumentováno

Text / Popis:

V září 2024 jsem vyhrála 167 000 Kč na Casinia. První výběr byl zadán na účet třetí osoby, druhý výběr byl na můj vlastní účet Neteller, který je plně veden na mé jméno a měl být v souladu s pravidly kasina. Přesto mi kasino výhru zamítlo s odkazem na pravidlo 4:1, které nikdy nebylo zveřejněno ani k nahlédnutí, a vrátilo pouze 500 Kč na účet třetí osoby.

Jsem nyní disponentkou účtu majitele a mám plné oprávnění požadovat vyplacení celé částky. Kasino nekomunikuje a ignoruje moje žádosti více než rok.

Přikládám snímky chatu a e-mailu (bez citlivých údajů), které dokládají nekonzistentní jednání kasina.

Žádám okamžité vyřešení a upozorňuji, že takové praktiky poškozují reputaci Casinia a jsou neetické.

Hi, I admit that I'm not very clear what you want to tell us here on the forum, but I understand that I'm solving a problem with the casino. I think it would be good to point out the fact that the forum as such is not a communication channel for resolving complaints and I don't think anyone from Casinia would respond to that here. Unfortunately.

I understand that it may not seem like it, but player complaints about casinos are handled by a special team in the form of a complaint thread. I assume that your response relates to a rejected complaint that was closed about six months ago.

At this point in time, I'm not at all sure if there's still a possibility to reopen the complaint if you now have some new ideas. For example, the aforementioned screenshots, which are really better left in a private complaint. But of course you have the option to try, the option is right in the original complaint, here 👈

Thanks for letting us know.

Ahoj priznám se, že mi není moc jasné, co nám tady na fóru chceš sdělit, ale chápu že řeším problém s kasinem. Myslím, že by bylo dobré upozornit na fakt, že forum jako takové není komunikační kanál k řešení stížností a nemyslím si, že by na to kdokoliv z Casinia tady reagoval. Bohužel.

Chápu, že to tak možná nevypadá, ale stížnosti hráčů na kasina řeší speciální tým a to formou vlákna stížnosti. Předpokládám, že Tvoje reakce se vztahuje, k zamítnuté stížnosti, která byla uzavřena cirka před šesti měsíci.

Při takovémto načasování, si nejsem vůbec jistá, zda je ještě možnost stížnost znovu otevřít, pokud bys nyní měla k dispozici nějaké nové podněty. Například ty zmíněné screenshoty, které je opravdu lepší nechat do soukromé stížnosti. Máš ale samozřejmě možnost to zkusit, ta volba je přímo v původní stížnosti, tedy zde 👈

Díky, že jsi nám dala vědět.

I play on the Nomini site and I am waiting for 3 withdrawals that were requested Oct 28th. I normally see my withdrawals within 24 hours, but presently it's been over a week. Support says they are back logged, behind in processing withdrawals.

This is the 2nd occurrence. Takes the fun out of playing when casinos drag their heels in paying.

It surely does take the fun out, as you say. Have they by any chance explained to you better what the issue is, or is it only due to the high volumes of withdrawals as mentioned?

Hello,

It was due to high volumes. I received my withdrawals today. Thank you so much.

Very nice!

I'm happy you got it. 🙂

You think after this experience you will still play here?

I withdrew money from a website under your supervision, but they withdrew my funds and did not transfer them to me. I want my money back, please.

Hello, I'm sorry this is quite confusing; can you kindly use names? Since we are not a casino, you surely can't get any money from Casino Guru.

So, what has happened and where? Is it related to the complaint submitted through Casino Guru?

The complaint is here 👈👈