Casinia Casino - As retiradas dos jogadores estão sendo canceladas.

My complaint is that this is the third withdrawal they have cancelled, this casino is using shady tactics to make its players lose control of their accounts, I have photos from Friday of how I requested my first withdrawal and they were cancelled one by one, 3 in total and I have asked to verify my account but they have not given me the possibility yet, I am not asking for them to give me 1000chf but at least for them to allow me to withdraw funds to my bank account, I think that any player likes to know that they are playing on a legal site without any secrets and without uncommon tactics

Mi queja es que es el tercer retiro que me anulan, este casino está utilizando tácticas poco claras para que sus jugadores pierdan el control de sus cuentas, tengo fotos desde el viernes en como pedí mi primer retiro y me los fueron anulando 1 a 1, en total 3 y eh pedido verificar mi cuenta pero aún no me dieron la posibilidad, no pido que me regalen 1000chf pero sí que al menos me permitan retirar fondos a mi cuenta bancaria, creo que cualquier jugador le gusta saber que está jugando en un sitio legal sin tapujos y sin tácticas poco comunes

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Dear josemanuelmartinez,

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 made any successful withdrawals before?  
• How long have you been a player at this casino, please? 
• Have you accumulated your winnings with or without an active bonus? 

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

I have serious doubts about the authenticity of this casino. The games are very cool, but in my case, I'd hire an expert to test its legality. Yesterday, I received a first deposit on another card. But I still think that thanks to canceling my deposits, wasting my time and increasing distrust, I lost around 1,000 euros. That's what I'm asking for as compensation. Thank you, and best regards.

Tengo serias dudas sobre la autenticidad de este casino, está muy chulo los juegos y tal pero en mi caso le pondría un experto para probar su legalidad, si ayer recibí en otra tarjeta un primer depósito, pero sigo pensando en que gracias al anular mis depósitos haciendo perder el tiempo y crecer la desconfianza tuve pérdidas alrededor de 1.000 euros, es lo que pido como compensación. Gracias y un saludo

I am reading more comments from other players and they are having the same problem, they omit the account closures to see if they are still entering more money and making us lose without consideration, they are robbing us, this casino does not have any high security index, it is a scam and I want the 2318 euros that they made me lose by canceling my withdrawals and not realizing that they had put me in the game balance, that is why I lost control of my account, and then by requesting my account closure many times because I realized that it was not a legal casino and they did not close it until I put the first claim here and they had already emptied the entire balance of my game account, I do not know when I registered in this casino because they have been sending me advertising for months but when I started making deposits into the account they already had all my data, meaning that I have been registered there for months

Estoy leyendo más comentarios de otros jugadores y están teniendo el mismo problema, omiten los cierres de cuenta para ver si aún siguen ingresando más dinero y hacer perder sin contemplaciones, nos están robando este casino no tiene ningún índice de seguridad alto, es una estafa y quiero los 2318 euros que me hicieron perder por anular mis retiros y no darme cuenta que me habían puesto en el saldo de juego por eso perdí el control de mi cuenta, y después por pedir muchas veces mi cierre de cuenta porque me di cuenta que no era un casino legal y no me le cerraron hasta que puse aquí la primera reclamación y ya me habían vaciado el saldo completo de mi cuenta de juego, no sé cuando me de di alta en este casino porque hace meses que me envían publicidad pero cuando empecé e a hacer ingresos en cuenta ya tenía todos mis datos osea que hace meses que estaba registrado ahi

They sent me an email asking if they would refund me 1518 euros, which is not what I should have, but if they end up making the payment I will close the case, but I think they are not going to do it. I have not received a response as to how they made the payment.

Me enviaron un email en como me reembolsaban 1518 euros, no es lo que corresponde pero si al final hacen el pago cerraré el caso, pero creo que no van a hacerlo, no eh recibido respuesta en como habían echo el pago

Here I leave the proof of how they agree to make the payment that they have not yet made of 1518 euros

When I receive it, it will be announced here, but for now I have not received a response.

aquí dejo la constancia en como aceptan hacer el pago que aún no han echo de 1518 euros

cuando lo reciba será anunciado aquí pero de momento no eh recibido respuesta

I'd like to know if there's a problem because your response time has passed. I'd like to know if there's any update on the case. Thank you very much.

Me gustaría saber si ahí algún problema porque el tiempo de su respuesta ah pasado? Me gustaría saber si ahí alguna novedad en el caso, muchas gracias

I still haven't received any answers from either the payment or the casino guru. Is there a problem?

Sigo sin obtener respuestas ni del pago ni de casino gurú, ahí algún problema?

Dear josemanuelmartinez,

thank you for your messages and screenshots.

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. Please, bear with us. Thank you for your patience and understanding. 

Additionally, I’m very sorry but you haven’t answered any of my previous questions. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

• Do I understand correctly that you have already received 300EUR?
• How long have you been a player at this casino, please? 
• Have you accumulated your winnings with or without an active bonus? 

Additionally, 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

Last Monday I received a €300 payment on my credit card. I'd been playing for weeks, but I don't know exactly when I registered because I've been receiving advertising from this casino for months. When I logged in, they already had all my information. All my winnings were earned without bonuses. The €300 I received has nothing to do with the complaints I filed later. Thank you.

si el lunes pasado me hicieron un pago de 300 euros en una tarjeta de crédito, el tiempo que llevaba jugando son semanas pero no sé exactamente cuándo me registre porque hace meses que recibo publicidad de este casino y cuando entré ya tenía todos mis datos, el saldo que gane lo hice siempre sin bonos, los 300 euros que recibí no tienen nada que ver con las quejas que puse posteriormente, gracias

And right now I couldn't tell you exactly when I opened my account because I requested its closure.

They agreed to pay me 1518 euros and I'm just waiting to receive it (they told me 3 days ago). It should arrive today. If the payment arrives, I'll close the case; I don't want to hear anything more from them.

Y Ahoramismo no podría decirle con exactitud cuando abrí mi cuenta porque pedí el cierre de ella.

ellos aceptaron hacerme un pago de 1518 euros y solo estoy esperando a recibirlo( hace 3 días que me lo dijeron) normalmente debería llegar hoy, si llega el pago ya cerraré el caso no quiero saber más nada de ellos

I just sent you the requested documentation. It's quite something that they canceled my account and I lost money because I didn't realize they were canceling my withdrawals and directly depositing them into my account balance. It was just a matter of losing and losing until I realized they were canceling all my withdrawals except for one for 300 euros that arrived on Monday, October 20th. After losing absolutely everything, I asked them to close my account, but they ignored my request and let me continue playing, losing almost 2,000 euros more. If you need any further information, just let me know.

Le acabo de enviar la documentación solicitada, es bastante que me han anulado y perdido por no darme cuenta que me estaban anulando los retiros y directamente pasaban al saldo en cuenta, y por casualidad todo era perder perder y más perder hasta que me di cuenta que estaban anulando todos mis retiros menos 1 de 300 euros que me llegó el lunes día 20 de octubre, luego después de haber perdido todo absolutamente les pedí el cierre de mi cuenta, la omitieron y me dejaron seguir jugando cerca de 2.000 euros más en pérdidas, si necesita más información solo tiene que decírmelo

I received a compensation payment of 1518 euros, but my request was for 2318 euros, due to the late account closure and withdrawal cancellations. What should I do?

Eh recibido un pago de 1518 en compensacion pero mi petición era de 2318 euros, por el cierre de cuenta tardío y las anulaciones de retiro, que debería hacer ?

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

Dear josemanuelmartinez,

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,

Katarina