Casinia Casino - O saque do jogador está atrasado devido à suspensão da conta.

I signed up at this casino a few days ago. I deposited and played, then requested a withdrawal. The next day, it was automatically canceled, and my account was suspended. I contacted the casino via live chat, and they gave me an email address to contact. I just contacted that email address and am awaiting their response. Since I fear they may drag this out, I've decided to file a complaint immediately, hoping for your help.

Mi sono registrato qualche giorno fa a questo casinò. Ho depositato e giocato, successivamente chiesto un prelievo. Il giorno dopo è stato annullato automaticamente e ho trovato il mio account sospeso. Ho contattato via chat live il casinò che mi ha dato un indirizzo e-mail a cui scrivere. Ho appena contattato anche l’indirizzo e-mail e aspetto una loro risposta. Siccome temo che possano portare a lungo la questione, ho deciso di aprire subito un reclamo sperando nel vostro aiuto.

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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 focused on table games from what I remember. I didn't use any kind of bonus. The verifications I completed were basic ones like email confirmation; the casino didn't ask me for KYC verification.

Mi sono concentrato su giochi da tavolo da ciò che ricordo. Non ho utilizzato alcun tipo di bonus. Le verifiche che ho completato sono quelle base come la conferma e-mail, il casinò non mi ha chiesto verifiche Kyc

Hello,

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

Thank you for your response. Have you received any response from the casino's customer support? If so, 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.

I contacted the casino via email. I received this response:

Ho contattato il casinò via e-mail. Ho ricevuto questa risposta

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 emanuele18282811,

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 Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia 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