Casea Casino - A conta do jogador foi encerrada inesperadamente.

I've been playing Casea for about a month now and have always gotten paid. I've mostly lost, but I always come back. This time, I was lucky enough to win 15,000 on Crazy Time, and my account had 19,600. I withdrew 2,000, then 600 and 3,000. Two hours ago, I tried to log in, and I got a message saying my account was being analyzed. I contacted support, and they said my account was closed, even though I didn't close it. I really need help; this is my first win of this amount.

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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?

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

I played Crazy Time from Evolution and won 15,000 zlotys by betting 10. Then I bet 2,000 and 600 zlotys for a payout. The next day, I bet another 3,000 zlotys for a payout. I was offered the VIP bonus, but I declined and bet the same 3,000. That same day at 11:30 AM, I tried to log into the casino, but it said my account was being analyzed. I didn't take any bonuses while playing; I only played for real money. I didn't verify myself, as Casea didn't require it and said I could play without verification.

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.

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, Samuel (samuel.s@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 amonrelud,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casea Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casea Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

I still can not login, also did not received any mail from casea

Hello amonrelud,

I wanted to let you know that I have now managed to establish contact with the casino outside of the complaint thread.

The casino informed me that they are currently experiencing an issue accessing this complaint, which is preventing them from replying here directly. I have already provided them with your registered email address (amonre@o2.pl) so they can identify your account, and I have also posted their latest message on their behalf.

According to the casino, your case is currently under review, and they stated that they will provide an update as soon as they receive more information from the relevant department.

I will continue to monitor the case closely and follow up with the casino if necessary. Hopefully, their technical issue will be resolved soon so that they can participate in the complaint directly.

Thank you for your patience and cooperation.

Still no info from casea and can not login to my account, writing because timer on casea 0 minutes

Hello amonrelud,

I have received further clarification from Casea Casino regarding the reason for the account restriction. I am posting their explanation here for transparency.

According to the casino, the action was taken based on the following sections of their General Terms and Conditions, which you accepted when creating your account:

9.1 – The Website may only be used for personal entertainment purposes. The casino considers the following activities a material breach of the Terms:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in fraudulent activities, including using payment methods or funds that do not belong to you, or situations involving recalled/disputed funds;
• colluding with other customers or third parties, including playing in the interest of others, sharing information, cooperating, or coordinating with others.

9.4 – If the casino has a reasonable suspicion that a player has engaged in fraud, illegal or improper activity, or otherwise breached the Terms, the casino reserves the right to take actions including:

• voiding winnings obtained;
• cancelling pending withdrawals;
• confiscating the real money balance of the account.

Based on the casino’s explanation, their decision was related to an alleged breach of these Terms.

Could you please provide your comments regarding this explanation? If you believe the casino’s conclusion is incorrect, please explain your side of the situation and provide any relevant information or evidence that could help clarify the matter.

Thank you for your cooperation.

I deposited funds exclusively from my own bank account using BLIK; I made deposits and mostly lost money, yet there were never any issues—they paid out my winnings and accepted my deposits without trouble. I always used my own bank account. When I asked them for information, they simply stated that the account had been closed by a decision of the administration; had there actually been a violation, they would have notified me immediately rather than sending template responses. I am willing to undergo any verification process and provide a bank statement. Furthermore, the casino did not respond for three weeks; I believe that if this had truly been the reason, the information would have been provided right away.

Hello everyone,

Dear amonrelud,

thank you for your explanation. I have noted your comments, including your statement that you used only your own bank account for deposits and that you are willing to provide additional verification if necessary.

Based on your response, I believe some further clarification from the casino is required. I will therefore contact the casino by email and ask them to provide more specific information regarding the alleged breach of the Terms & Conditions, as their explanation provided so far remains rather general.

Once I receive their reply, I will review it together with all the available information and update this complaint accordingly.

Thank you for your patience and cooperation.

Samuel, thank you for information, yes i can do any KYC. Thank you very much for help.I hope Casea will meet me halfway.

Hello everyone,

thank you for the update, amonrelud. I appreciate your willingness to cooperate with any additional verification that may be required.

Dear Casea Casino,

I would also like to follow up regarding the email I sent to you on August 3rd requesting further clarification regarding the specific reasons and evidence behind the alleged breach of the Terms & Conditions.

Could you please check the email and provide your response when possible? The additional information would help me properly assess the situation and determine the appropriate next steps in this complaint.

Thank you for your cooperation.

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.

Hello everyone,

thank you for your patience.

Dear amonrelud,

Casea Casino has provided me with an explanation by email regarding the reason for the action taken against your account. However, the casino has not yet provided the supporting evidence necessary for me to independently verify its claim.

I have therefore replied to the casino requesting the relevant evidence and clarification. I am currently waiting for their response.

Once I receive and review the requested information, I will be able to continue with my assessment of the complaint and determine the appropriate next steps.

Thank you for your patience and cooperation.

Hello everyone,

Dear amonrelud,

Casea Casino has contacted me again by email and requested some additional time to provide the requested evidence and clarification.

I will give them the additional time they have requested so that I can properly complete the investigation. However, I also want to be transparent that I am not particularly happy about the continued delays, especially considering how long the complaint has already been ongoing.

I will continue to follow up with the casino and will proceed with the assessment as soon as I receive the requested information.

Thank you for your continued patience.