Casinia Casino - As contas dos jogadores foram encerradas e os saques atrasados.

I play at the "Casinia" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "Casinia" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicación del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

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.

• Could you please specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

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

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

No, just my hands

Did you play the same games simultaneously at all these casinos?

Yeah

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

No, solo mis manos

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123

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, Martin (martin.l@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,

Veronika

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this 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 from your point of view? I understand the player has had the same issue in 13 related casinos.

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

Dear crixuss123,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates. Thank you for your continued patience in the meantime.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Martin,

We have sent you an email to your address regarding the matter.

Please check your inbox when you have a moment.

Thank you for you cooperation.

Kind regards,

Casinia Casino Team

Dear casino representative,

I can confirm I have received your message. In the meantime, I have sent you a response.

Dear Martin,

We have replied to your email regarding the matter. Please check your inbox when you have a moment.

Thank you for you cooperation.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for your message and explanation, I have sent you an additional email.

Dear Martin,

We are writing to let you know that we are currently investigating the matter alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Casinia Casino Team

Dear All,

Thank you for your patience.

We would like to inform you that we are actively reviewing the details of your case and will get back in touch with an update here shortly.

Thank you for your understanding and cooperation in the meantime.

Best regards,

Casinia Team

Dear casino representative,

thank you for your response and your assurance that the review is still ongoing. Additionally, could you please confirm you have received my email?

Dear Martin,

Thank you for your email.

We have received your message and have requested the necessary details from the relevant department. As soon as we receive their feedback, we will update you promptly.

Thank you for your patience in the meantime.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for your message.

As the complaint has been opened for quite some time, I believe we need to move the case forward. I am therefore proposing one final 7-day timeframe.

Please let me know, whether it is possible for you to provide me with the requested records and evidence. Please note that this will help streamline our investigation in other casinos as well.

Alternatively, in case you have decided to pay the player, please do let us know.

Dear All,

We are writing to provide an update on our progress. We are currently coordinating closely with the relevant department to ensure we reach a comprehensive and effective resolution.

To allow us enough time to finalize this process, we respectfully request a 7-day extension.

We sincerely apologize for the delay and for any inconvenience this may cause. Please be assured that with this additional time, we will be able to present you with a complete and final resolution.

Thank you for your patience and understanding.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for the update. I will allow the requested seven-day extension so that you can finalize your investigation and provide the complete response and supporting records previously requested.

I look forward to receiving your final findings.

Dear All,

Following a thorough review of this matter with the relevant department, we have reached a final determination regarding the account in question.

We are prepared to refund the deducted amount of 30,082 CLP. However, please note that the player's account will remain permanently closed.

If the player agrees to these terms, please have them confirm via this thread and we will immediately initiate the refund process.

Thank you for your assistance in facilitating this matter.

Kind regards,

Casinia Casino Team

Dear casino representative,

thank you for your message. I believe the player is content with such resolution, please let us know once the funds are sent from your side.

Dear crixuss123,

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Casinia Casino Team

Dear All,

We are pleased to inform you that the transaction has been successfully completed.

Kind Regards,

Casinia Casino Team

Dear casino representative,

thank you for keeping us informed.

Dear crixuss123,

could you confirm whether your funds have arrived? Are there any sizeable unexpected fees?

I confirm.

Thank you very much for your management Martin throughout the entire process involved in this case.

Confirmo.

Muchas gracias por tu gestión Martin en todo el proceso que conllevó este caso.

Dear crixuss123,

thank you very much for your confirmation. We're glad to hear the issue is now resolved, and we would once again like to thank the support team over at Casinia Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help!

Best regards,

Martin

Casino.Guru