Casinia Casino - Das Spielerkonto wurde geschlossen, und die Gelder wurden nicht ausgezahlt.

Good evening,

I had an account registered at Casinia Casino, which had €71 in it.

My account was closed without warning and without a clear explanation. I've been unable to log in since then, and I haven't received a refund for my balance.

I've tried contacting customer support several times, but I haven't received any helpful answers or the opportunity to speak to a representative.

I also have proof where they send me an email canceling my withdrawal.

I look forward to hearing from you and resolving the issue as soon as possible.

Buonasera,

avevo un account registrato presso Casinia Casino, sul quale erano presenti 71€.

Il mio account è stato chiuso senza preavviso e senza una spiegazione chiara. Da quel momento non riesco più ad accedere e non ho ricevuto alcun rimborso del saldo presente.

Ho provato più volte a contattare l’assistenza clienti, ma non ho ricevuto risposte utili né la possibilità di parlare con un operatore.

Ho anche una prova dove mi inviano un email dove mi cancellano il prelievo.

Resto in attesa di una risposta e della risoluzione del problema nel più breve tempo possibile.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your balance of 71€?
• Did you pass the full KYC verification before your account was closed?
• Did you play with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning

Yes, I have already made successful withdrawals in the past without any problems.

I played mostly roulette using real money, without any irregular behavior.

Yes, I had already successfully completed KYC verification before my account was closed.

I played without a bonus, using only funds deposited by me.

Buongiorno

Sì, ho già effettuato in passato dei prelievi con successo senza alcun problema.

Ho giocato principalmente alla roulette utilizzando soldi reali, senza alcun comportamento irregolare.

Sì, avevo già completato con successo la verifica KYC prima della chiusura del mio account.

Ho giocato senza bonus, utilizzando esclusivamente fondi depositati da me.

Hello ommy1809,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ommy1809,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

I haven't received any updates, you left me without answers

Non ho ricevuti nessun aggiornamento mi avete lasciato senza risposte

Thank you very much for your patience, ommy1809. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear ommy1809,

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,
Kristina
Casino.Guru