Casinia Casino - A conta do jogador foi encerrada.

Good morning,

I am contacting you to see if you can help me, since I am having a problem with my Casinia account and the collection of the money that

I had a balance of approximately 7,200/7,400 euros (I don't know the exact figure since I can't access my account)

I registered with Casinia in September, and I have been using my account without any problems until last week.

In total I have deposited (unless I am mistaken) €550

I requested a withdrawal in June (on the 5th), which was rejected due to a problem with the Wise account I had used to deposit on June 11th, which subsequently rejected the payment to that account. I had to make a deposit with another card to be able to request the withdrawal with the same one.

At no time had they asked me for any verification documents.

On July 22, I received an email (attached screenshot) requesting verification.

I didn't have access to the documentation because I was on vacation and didn't have a computer, so I postponed the verification of the account (according to their terms and conditions, I have 30 days to do so).

On July 31st I received the following email, informing me of the account closure for not having verified in time (which is false, since said time had passed) and that they were withdrawing all my earnings (they also did not tell me how to recover the money I had in my account that I had deposited)

At the same time I receive the email, I try to contact via chat (I don't have a screenshot of the conversation) and they tell me that nothing can be done. I try to make them see that only 9 days have passed and the deadline was 30 days.

Likewise, I send an email, to which they also respond that they can't do anything.

I replied to that email more than 48 hours ago.

And I have not received a response to that email.

I request that you help me gain access to my account so I can recover the deposited money and also the money I have earned from profits.

Thank you so much

Buenos días,

me pongo en contacto con ustedes a ver si me pueden ayudar, puesto que estoy teniendo un problema con mi cuenta en Casinia y el cobro del dinero que

Tenía un saldo aproximado de 7.200/7.400 euros (desconozco la cifra exacta puesto que no puedo acceder a mi cuenta)

Me registré en Casinia en el mes de septiembre, y he estado usando mi cuenta sin problemas hasta la semana pasada

En total he depositado (salvo error por mi parte) 550 €

Solicité un retiro en el mes de junio (el día 5), que fue rechazado por un problema con la cuenta de Wise que había utilizado para depositar el 11 de junio, que rechazaba posteriormente el pago a esa cuenta, tenía pendiente hacer un ingreso con otra tarjeta para poder solicitar el retiro con la misma

En ningún momento me habían pedido ningún documento de verificación

El 22 de julio recibí un email (adjunto captura) solicitando realizar verificación

No tenía acceso a la documentación al encontrarme de vacaciones y sin ordenador, por lo que pospuse el realizar la verificación de la cuneta (según sus términos y condiciones, dispongo de 30 días para hacerlo)

El día 31 de Julio recibo el siguiente email, para comunicarme cierre de cuenta por no haber verificado en tiempo (lo cual es falso, ya que había pasado dicho tiempo) y que me retiran todas mis ganancias (tampoco me indican como recuperar el dinero que tenía en mi cuenta que había depositado yo)

En el mismo instante que recibo el email, intento contactar vía chat (no tengo captura de la conversación) y me dicen que no se puede hacer nada, intento hacerles ver que solo han pasado 9 días y el plazo era de 30 días

De igual manera, envío un email, al que me responden igualmente que no pueden hacer nada

Respondo a dicho email hace más de 48 horas

Y ya no he obtenido respuesta a dicho email

Solicito que me puedan ayudar a obtener acceso a mi cuenta para poder recuperar el dinero depositado y también al dinero que he obtenido de ganancias

Muchas gracias

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinia Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you had any successful withdrawals with this casino, please?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you accumulated your winnings with the help of bonus, please?

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

Best regards,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning,

Thanks for the prompt response

* I have never made successful withdrawals

* Mainly in sports betting

*I have not enjoyed any bonus

Waiting for a response

All the best

Buenos días,

gracias por la pronta respuesta

* Nunca he realizado retiradas exitosas

* Principalmente en apuestas deportivas

*No he disfrutado de ningún bono

Quedó a la espera de respuesta

Un saludo

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

all emails sent

The chat conversation didn't allow me to download it, so I can't send it to you.

All the best

Hola,

enviados todos los emails

La conversación de chat no me permitió descargarmela, así que esa no te la puedo enviar

Un saludo

Thank you very much for your cooperation. I will now transfer your complaint to my colleague martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jlcobom47,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player’s account closed? Are there any irregularities regarding the verification process? Also, what is the current status of the player’s balance? Have the funds been confiscated?

In case any evidence pertaining to this case is confidential, please message me at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your attention to this matter. We will be awaiting your response.

Dear All,

Documents were requested on 11/06 from the customer.

A reminder for the documents request, was sent on 22.07 to the customer's e-mail.

The account was finally closed 1 week after the reminder on 31.07.25.

As per our T&C 5.3 Account was closed and funds were deducted:

"You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case additional time and/or checks may be required to complete verification."

Best regards,

Casinia Casino Team

Good afternoon,

There is no request for documentation received on 11/06 by any means

The first communication is received on 07/22

All the best

Buenas tardes,

no existe ninguna solicitud de documentación recibida el 11/06 por ningún medio

La primera comunicación se recibe el 22/07

Un saludo

Dear casino representative,

thank you for your response. Since the player claims he had not received the first email in June, and he was on vacation during the time of the reminder, would you be willing to state a last deadline, in which he can supply the requested documents?

Dear Martin,

The documents were requested via the player's account on the 11/06.

This is a standard process where the players get a notification in their account to upload the necessary documents via the verification tab. There, they can check which documents are needed and then proceed with uploading them.

If the documents are not uploaded after some time, then we send an email as a reminder, which we did on the 22/07.

Unfortunately, the account cannot be reopened.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your response.

Can you please confirm, whether the player has received any other reminders or notices on 11/6? From my perspective, a notification visible only inside the account can be easily missed, especially if no email was sent on top of this.

Also, the player is willing to provide the documents - in case they check out, I personally do not see a reason, why they wouldn't be accepted if the casino is willing to act in good faith.

The situation would of course change, in case there are any other, so far undisclosed concerns and suspicions regarding the verification process. In case you believe there is bad faith involved in these delays, please contact me at martin.l@casino.guru.

Dear Martin,

The customer stopped logging in exactly on the date of the document request, 11/06, which raises suspicions in regards to their claims of being unable to provide the documents in time.

Furthermore, on the 22/07 they were sent instructions, what to do in case they were not able to send the documents.

The player had more than a month to complete verification by sending the documents, and they failed to do so.

As mentioned already, the account cannot be reopened.

Best regards,

Casinia Team

Good afternoon,

I don't doubt that they made an internal request at the verification center, but there is no communication with the client (me) as they said they had done.

They acknowledge this in the previous email; they no longer mention any communication. They mention that I logged into the Casino on June 11th (which is true. When my withdrawal was denied, I checked to see if I had received any kind of communication about the reason, and I didn't find anything when I logged in, but I couldn't access the documentation center).

In the documentation center, the image attached to this message previously appeared, so the client (me) cannot have any knowledge that it is necessary to send any document and for that reason I do not access that section again, thinking that it was not necessary to send any type of documentation.

Furthermore, even if there had been a notice on the website, not sending an email would force the player to access that specific section of their account to be informed. Occasional players would have their account closed repeatedly.

A communication is made by email (I have explained that I could not access it in those first days starting on July 22. Previously I could access it, but since I had not seen that I had to send any type of documentation, that is why I had not agreed to send anything) and after 9 days the account is closed and, what is worse, the money is seized (both deposits and earnings).

Martin, please help me recover the existing balance. And if Casinia decides not to reopen the account, I'll have to accept it.

Thank you for your help

Buenas tarde,

No pongo en duda que realizaran una solicitud interna en el centro de verificación, pero no existe ninguna comunicación con el cliente (yo) como decían que habían hecho.

Lo reconocen en el email anterior, ya no hacen referencia a ninguna comunicación. Hacen referencia a que me conecto el día 11 de junio al Casino (cosa que es verdad, al denegárseme el retiro, entro a ver si tengo algún tipo de comunicación del motivo y no detecto nada al loguearme, pero no acceso al centro de documentación)

En el centro de documentación, anteriormente aparecía la imagen adjunta a este mensaje, por lo que el cliente (yo) no puede tener conocimiento alguno de que es necesario enviar algún documento y por ese motivo no vuelvo a acceder a ese apartado, pensando que no era necesario enviar ningún tipo de documentación.

Además, aunque hubiera habido un aviso en la web, no realizar un envío al correo obligaría al jugador a acceder a ese apartado en concreto de la cuenta para ser consciente de ello. Los jugadores eventuales verían cerrada su cuenta recurrentemente.

Se hace una comunicación por email (yo he explicado que no pude acceder en esos primeros días a partir del 22 de julio. Anteriormente si podía acceder, pero como no había visto que tenía que enviar ningún tipo de documentaci´ón por eso no había accedido a enviar nada) y a los 9 días de cierra la cuenta y lo que es más grave, se requisa el dinero (tanto ingresado como ganancias).

Ruego Martin se me pueda ayudar a recuperar el saldo existente. Y si desde Casinia se decide no reabrir la cuenta, habrá que aceptarlo.

Gracias por su ayuda

Dear parties,

thank you both for offering your respective perspectives.

Dear casino representative,

I would like to reiterate, that a notification visible only inside the player’s account does not seem as effective as a direct email does. Such request can be easily missed, on top of this, the player claims he was not able to access that part of the website.

Therefore, the first valid and verifiable communication seems to be the email reminder sent on 22/07. The player states he was unable to access his account at that time due to being on vacation, but he remains willing to provide all required documents now.

As mentioned before, in case the player is willing to provide his documents, I do not see a reason why he shouldn't be allowed to do so.

Dear All,

We are willing to give one more chance for the player to verify their account.

We have already emailed the player with the necessary documents they need to provide.

The player has until the 27.09.2025 to provide the documents for verification.

If you have further questions, please let us know.

Best regards,

Casinia Casino Team

Dear casino representative,

we appreciate your willingness to solve this issue.

Dear jlcobom47,

can you please proceed as asked, and provide the documents to the casino? Please let us know when you do so.

Good morning,

I have just sent all the requested documentation and I am ready to send any other documents you may need.

Greetings and thank you very much

Buenos días,

acabo de efectuar el envío de toda la documentación solicitada y me pongo en disposición de poder enviar cualquier otro documento que necesiten

Un saludo y muchas gracias

Dear jlcobom47,

thank you very much for keeping us updated.

Dear casino representative,

please let us know, whether the documentation is sufficient.

Dear All,

We have received the documents, and they were forwarded to the relevant department to be checked.

Once we have an update, we will let you know.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your prompt response. We will be awaiting the results of the check.

Dear jlcobom47,

We have emailed you regarding the documents you have provided.

Please check the email and proceed accordingly.

Best regards,

Casinia Casino Team

Good afternoon,

Can you check that you have sent the email?

I haven't received anything (not even in the spam folder)

Thank you!

Buenas tardes,

¿podéis revisar que hayáis enviado el email?

No he recibido nada (tampoco en la carpeta de spam)

Gracias!

Dear jlcobom47,

We have resent the email, please let us know if you have received it.

Thank you in advance!

Best regards,

Casinia Casino Team

Good afternoon,

I just received it

I will send the documentation shortly.

All the best

Buenas tardes,

acabo de recibirlo

En breves envío la documentación

Un saludo

Good morning,

Yesterday afternoon I sent the new requested documentation

All the best

Buenos días,

ayer por la tarde dejé enviada la nueva documentación solicitada

Un saludo

Dear parties,

thank you both for your continued cooperation. Please keep us updated on any new developments.

Dear jlcobom47,

Unfortunately, the documents you submitted did not meet the requirements. We have already sent you a detailed explanation by email, outlining the reason and specifying which documents we need and in what format.

Thank you for your cooperation.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for your update. Also, if you don't mind, are you able to describe the issues to us as well?

Dear jlcobom47,

if you have any questions or in case you need any assistance with the documents, do not hesitate to reach out to me.

Dear All,

Thank you for your follow-up. Since our last update, we have been in direct contact with the player via email. We can confirm that the player has now provided the required documentation in the correct format.

Following a careful review, the decision was made to approve the player’s winnings, and due to the large transaction amount, the payout has been initiated in four separate installments using the financial details provided to us.

However, we would also like to clarify that the player’s account cannot be reopened. As per our Terms and Conditions, section 3.9: "We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Thank you for understanding.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for your continued cooperation. Of course, we respect your decision to close the account after the player's winnings are paid out.

Dear jlcobom47,

please keep us updated on the status of your funds.

Good morning,

I have already received two transfers. As soon as I receive everything, I will confirm and close the case.

Thank you very much for the help provided at all times.

Buenos días,

he ido recibiendo dos transferencias ya, en cuanto reciba todo os confirmaré y cerraré el caso

Muchísimas gracias por la ayuda prestada en todo momento

Good morning,

I have received all the money

Thank you very much Martin and the Casino Guru team for your help and support.

Buenos días,

he recibido todo el dinero

Muchísimas gracias Martín y el equipo de Casino Guru por vuestra ayuda y apoyo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jlcobom47,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin