Casinia Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

Good morning,

I would like to report a situation that really surprised me.

In the early afternoon of July 9, 2026, my gaming account was closed and since then I have no longer been able to access it in any way, without any explanation or reason being provided.

This leaves me even more perplexed because, in the early morning of the same day, I had regularly received a withdrawal from my account and, a few hours later, I suddenly found myself with my account closed.

I'm truly shocked by what happened, especially considering I was a Level 4 VIP customer and was very satisfied with your casino. For this very reason, I can't understand such a decision, made without any prior warning or clarification.

I kindly ask you to provide me with a detailed explanation as soon as possible regarding the reasons for closing my account and to verify whether it was an error.

I look forward to hearing from you.

Best regards.

Buongiorno,

desidero segnalare una situazione che mi ha lasciato davvero sorpreso.

Nel primo pomeriggio del 09/07/2026 il mio conto di gioco è stato chiuso e da quel momento non mi è più possibile accedervi in nessun modo, senza che mi sia stata fornita alcuna spiegazione o motivazione.

La cosa mi lascia ancora più perplesso perché, nella prima mattinata dello stesso giorno, avevo regolarmente ricevuto un prelievo sul mio conto e, a distanza di poche ore, mi sono ritrovato improvvisamente con l'account chiuso.

Sono sinceramente stupefatto da quanto accaduto, soprattutto considerando che ero un cliente VIP di livello 4 e che mi stavo trovando molto bene con il vostro casinò. Proprio per questo motivo non riesco a comprendere una decisione del genere, presa senza alcun preavviso o chiarimento.

Vi chiedo cortesemente di fornirmi quanto prima una spiegazione dettagliata sulle ragioni della chiusura del mio conto e di verificare se si sia trattato di un errore.

Resto in attesa di un vostro gentile riscontro.

Cordiali saluti.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise if you had any remaining real money balance in your casino account?

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,

Attila

Greetings

I have never placed sports bets or used the live casino. My winnings come exclusively from real money which I constantly deposited and played on slot machines. I was never asked to verify them. My winnings were obtained entirely without any active bonus. My gaming account remained with approximately 7,000 EUR, all in real balance, 6,100 on the account and 900 in pending withdrawal which was automatically cancelled after my account was blocked.

Best regards.

[Edited]

Salve

Non ho mai affettuato scommesse sportive ne usufruito del casino live le vincite provengono esclusivamente da denaro reale il quale constantemente depositavo e giocavo su slot machine, la verifica non mi e mai stata chiesta, le vincite sono state ottenute interamente senza alcun bonus attivo, nel mio conto di gioco sono rimasti all incirca sui 7000 EUR tutti in saldo reale 6100 sul conto e 900 di prelievo in attesa il quale mi e stato automaticamente annullato dopo il blocco del conto

Cordiali saluti.

[Redacted]

Hello BubbaPolice,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BubbaPolice,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

The casino claims that I have violated these terms and conditions which I do not believe I have done such as abusing casino promotions, which is absolutely not true given that 99.99% of the winnings come from real balance which I deposited into the account regularly and although I received deposit bonuses they were never activated.

Il casinò sostiene che io abbia violato questi termini e condizioni cosa che io non ritengo di aver fatto come ad esempio l abuso di promozioni del casino, cosa assolutamente non vera dato che il 99.99% delle vincite deriva da saldo reale il quale ho depositato sul conto regolarmente e nonostante avessi ricevuto dei bonus al deposito essi non sono mai stati attivati

Thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

Dear Attila

Thanks for your reply.

I would like to confirm that no member of my household, nor any other person using my IP address, has created a casino account at the casino in question.

Furthermore, I have never used a VPN, proxy, or any other IP address masking software with the intent of altering or hiding my real location while accessing the website.

I would also like to express my opinion on the situation. I believe the reasons given by the casino are generic and were used, in my opinion, simply as justification for not proceeding with the payment of the balance in my account. As for me, I do not believe I violated any applicable terms or conditions, especially since I have never taken advantage of any bonus or promotion that might have been subject to specific restrictions or conditions.

Therefore, I kindly request you to invite the casino to provide me with all the information and concrete evidence underlying their decision to block my account and confiscate the funds and to proceed with the payment of my remaining balance on it prior to the block.

I await your reply,

Best regards

[Edited]

Gentile Attila

grazie per la tua risposta.

Desidero confermare che, nessun membro del mio nucleo familiare, né alcun'altra persona che utilizzi il mio stesso indirizzo IP, ha creato un account presso casinò presso il casinò in questione.

Inoltre, non ho mai utilizzato una VPN, un proxy o qualsiasi altro software di mascheramento dell'indirizzo IP con l'intento di alterare o nascondere la mia reale posizione durante l'accesso al sito web.

Vorrei inoltre esprimere il mio punto di vista in merito alla situazione. Ritengo che le motivazioni fornite dal casinò siano generiche e che siano state utilizzate, a mio avviso, semplicemente come giustificazione per non procedere al pagamento del saldo presente sul mio conto. Per quanto mi riguarda, non ritengo di aver violato alcun termine o condizione applicabile, anche perché non ho mai usufruito di alcun bonus o promozione che potesse essere soggetto a specifiche restrizioni o condizioni particolari.

Pertanto, vi chiedo cortesemente di invitare il casinò a fornirmi tutte le informazioni e le evidenze concrete alla base della loro decisione di blocco del conto e di confisca dei fondi ed di procedere con il pagamento del mio saldo residuo presente su di esso prima del blocco

Resto in attesa di una vostra risposta,

Cordiali saluti

[Redacted]

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,

Attila

Dear BubbaPolice,

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? Please also include supporting evidence.

Thank you in advance.

Dear BubbaPolice,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and we will contact you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Casinia Team

Dear Mirka,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with additional proof in this case.

Kind regards,

Casinia Team

Dear Casinia Casino,

I sent you an email. Please check your inbox and provide the requested evidence at your convenience.

Thank you,

Dear Mirka,

Thank you for your reply.

Please find in your mailbox the additional information requested.

Kindly note that those information are only for internal use.

We hope this helps to clarify the case.

Kind regards,

Casinia Team

Dear Casinia Casino,

I sent you an email. Please check your inbox and provide evidence at your convenience.

Thank you.

Dear Mirka,

Thank you for your reply.

Please find in your mailbox the additional information requested.

Kindly note that those information are only for internal use.

We hope this helps to clarify the case.

Kind regards,

Casinia Team

Dear BubbaPolice,

Thank you for your patience while we reviewed the evidence provided by the casino. After thorough consideration, we have reasonable grounds to believe, that the gameplay strategies you engaged in resulted in an unfair advantage, which constitutes a misuse of the casino's system.

The records available adequately support the casino's position that this activity violated its applicable terms.

Due to the aforementioned reasons, 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.

Best regards,

Mirka