Casinia Casino - Тегленето на играча е отменено.

I withdrew from Casinia 2 days ago and today around 3pm I find the email "withdrawal cancelled" and account inaccessible, they scammed me!!

I want my money please help me

Ho prelevato su casinia 2 giorni fa e oggi verso 15 mi trovo la mail "prelievo annullato" e account inaccessibile, mi hanno truffato!!

voglio i miei soldi perfavore aiutatemi

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.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at [email protected], 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

Hi, I've been a new player for a few weeks now,

I learned that my account had been blocked by checking my emails, reading the "cancelled" withdrawal email, I went to the casino, entered my credentials and from there it says that the account is under review.

I only played my balance on some slots and European roulette, without using any bonus, unfortunately I do not have any chat transcript because for every ticket I opened in the live chat they made me wait for their response and then closed the chat abruptly without any response... help me please

Salve, sono stata un nuovo giocatore per, qualche settimana,

Ho saputo che il mio account era stato bloccato controllando le mie mail, leggendo la mail del prelievo "annullato" sono andata a vedere il casinò, messo le credenziali e da lì mi esce che l’account è sotto revisione.

il mio saldo l’ho giocato solo su qualche slot e roulette europea, senza l’utilizzo di alcun bonus, purtroppo non ho alcuna trascrizione della chat poichè a ogni ticket che aprivo nella live chat mi facevano attendere la loro risposta e poi chiudevano la chat di netto senza alcuna risposta… aiutatemi perfavore

Thanks for the explanation.

Could you please share a screenshot of your player's account and the error you receive when trying to log in?

Has the casino responded to your queries or explained why your account was blocked since your last post? Send the information to my email at [email protected]

Have you passed the account verification in the casino? Which documents were you asked to provide?

Please let me know.

I used the PLAYID app (with identity verification) and they told me they'd permanently closed my account due to an administrative decision, keeping my money. I'm attaching the screenshot that appears every time I log in.

Ho utilizzato l’app PLAYID, ( con verifica d’identità ) e mi hanno detto che hanno chiuso l’account permanentemente per decisione amministrativa, tenendosi i miei soldi. Vi allego lo screen che mi esce ogni volta che entro

Dear Fedeeba123,

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, Martina ([email protected]). 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,

Tomas

Dear Fedeeba123,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Casino Guru,

Players account was closed and funds deducted based on our terms and conditions:

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 partn er 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;

We hope that this clears up the matter for you.

Kind Regards,

Casinia Team

Dear Casinia Casino Team,

thank you for the explaining the situation.

I want to kindly ask you to send me the supporting evidence to my email address - ([email protected]).

Thank you very much in advance

It doesn't make any sense at all, I didn't do anything against the casino or anything else... totally nonsense, I want my 76 euros.

Non ha minimamente senso, io non ho fatto nulla contro il casinò o altro… totalmente insensato, voglio i miei 76 euro.

Dear Casino Guru,

We are currently liaising with the relevant department to secure the evidence regarding the violation, and we will keep you updated on our progress.

Kind Regards,

Casinia Team

Dear Casino Guru,

The relevant department has confirmed receipt of our request and is currently reviewing the matter.

Kind Regards,

Casinia Team

Dear Casinia Casino Team,

We would appreciate, if you could kindly prioritize this case and sent me that email as soon as possible. Thank you in advance for your time and assistance.

Dear Casino Guru,

We are currently in the final stages and are awaiting confirmation from the relevant department.

We will update you as soon as we receive their response. Thank you for your continued patience.

Kind regards,

Casinia Team

Novelty?…

Novità?…

Hi Player,

We sincerely apologize for the delay! We are currently finalizing the details on your case with our relevant team. We will follow up with an update for you shortly.

Thank you for your patience.

Kind regards,

Casinia Casino Team

Dear Casino Guru,

We have contacted the player requesting their bank details to proceed with their withdrawal.

Kind Regards,

Casinia Team

Hello, i sent u the bank infos.

Dear Casinia Casino Team,

Could you please provide us with an update on this case?

In particular, could you please confirm whether the player's funds have already been sent?

Thank you very much in advance.

They were not sent to me.

Non mi sono stati inviati.

Dear Casino Guru,

We are still awaiting for the player's bank details as we didn't receive them previously.

The player has been advised to reply directly to the email sent to them earlier today (09.07) to avoid delays.

Kind regards,

Casinia Team

I sent you the email… TWICE

Vi ho inviato la mail… BEN 2 VOLTE

Thank you, Fedeeba123.

Dear Casinia Casino Team,

Could you please let us know once the funds have been sent to the player?

Thank you very much in advance.

Dear Casino Guru,

We are processing their withdrawal and forwarded bank details to the relevant department.

Kind Regards,

Casinia Team

Thank you Casinia Casino Team, for the update!

Dear Fedeeba123

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Still nothing… 🤷🏼‍♂️

Ancora nulla… 🤷🏼‍♂️

Dear Casinia Casino Team,

can you please give us an update?

Dear Casino Guru,

We have escalated this issue to the relevant department and will update you as soon as we hear back from them.

Kind Regards,

Casinia Team

We've been going on with this for months, and I'm starting to get impatient with the casino's teasing.

Stiamo andando avanti da mesi con questa cosa, sto iniziando a spazientirmi con queste prese in giro da parte del casinò.

Dear Fedeeba123,

Your bank details were rejected because the account holder name on the bank account doesn't match the registered name on your profile. For security reasons, payouts must be made to an account in your own name.

Could you please clarify this or provide bank details under your name?

Kind Regards,

Casinia Team

Dear Casinia Casino Team,

We would appreciate it if you could kindly confirm whether the bank details submitted are sufficient?

Please let us know at your earliest convenience.

I sent the correct bank details 2 days ago, they still haven't sent the money

Ho inviato 2 giorni fa i dati bancari corretti., ancora non hanno mandato i soldi

Dear Casino Guru,

We are processing refund and will reply once completed.

Kind Regards,

Casinia Team

They just cancelled my refund of 76 euros

Mi hanno appena annullato il rimborso di 76 euro

If the casino is having trouble sending me the money, I can also receive it in crypto, without any problems.

Se il casino sta avendo problemi a mandarmi i soldi volendo posso riceverli pure in crypto, senza problemi

Dear Fedeeba123,

Unfortunately, your refund was declined by your payment provider.

To ensure you receive your funds without further delay, please provide an alternative cryptocurrency wallet address.

We accept the following networks:

BTC

LTC

ETH

USDC (ERC20)

USDT (TRC20)

USDT (ERC20)

Once we receive your wallet details, we will process your payout immediately.

Kind Regards,

Casinia Team

Dear Casino Guru,

We have received players crypto wallet address and are processing this refund now.

Kind Regards,

Casinia Team

Thank you Casinia Casino Team, for the good news!

Dear Fedeeba123

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Casino Guru,

We were unable to validate the player's wallet address on Blockchair.

Please ask the player to provide a valid, active crypto wallet address so we can proceed.

Kind Regards,

Casinia Team

I'm still waiting...

Io attendo ancora..

Dear Fedeeba123,

We were unable to verify this wallet address.

Please double-check it on Blockchair.com to ensure it is valid and active.

Once verified, please send us the correct address so we can process your transaction.

Kind Regards,

Casinia Team

Here, as you can see, it exists, so send them to me there at usdc ethereum network

Ecco, come potete vedere, esiste, perciò mandatemeli lì a usdc rete ethereum

Hello Fedeeba123,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina 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 Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes, now it's the casino's turn to send the money. I even sent a photo to show that the wallet I sent is active and valid for receiving crypto. I don't understand why they're taking so long.

Si, tanto ora tocca al casinò mandare i soldi, io ho pure mandato la foto che il wallet che ho mandato è attivo ed è valido per ricevere crypto. Non capisco perché ci stiano mettendo così tanto

Dear Casinia Casino Team,

Could you please provide us with an update?

Were you able to send the funds to the player using the Blockchair details he provided to you?

Thank you very much in advance.

Not yet, and literally it can do it, I even sent the photo that the wallet exists and can receive USDC ETH coins

ancora no, e letteralmente lo può fare, ho pure mandato la foto che il wallet esiste e può ricevere monete usdc ETH

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.