Casinia Casino - Igrački nalog je zatvoren bez objašnjenja.

Hi everyone,

After about a month and a half of regular play at Casinia, my account was suddenly blocked without any warning or explanation.

Throughout my time using the casino, I made deposits, played regularly, and successfully completed several withdrawals without any issues. Furthermore, I had reached VIP level 4, demonstrating my consistent use of the platform.

The worst part is that, at the time of account closure, there was still a real balance in my gaming account. I currently have no way to access my account or request a withdrawal of those funds.

I believe that withholding my balance without adequate explanation and without allowing me to withdraw is an unfair practice.

I therefore ask Casinia to allow me to withdraw the remaining balance in full.

Thanks in advance.

Ciao a tutti,

dopo circa un mese e mezzo di gioco regolare su Casinia, il mio account è stato improvvisamente bloccato senza alcun preavviso o spiegazione.

Durante tutto il periodo in cui ho utilizzato il casinò ho effettuato depositi, giocato regolarmente e completato con successo diversi prelievi senza alcun problema. Inoltre, avevo raggiunto il livello VIP 4, a dimostrazione del mio utilizzo continuativo della piattaforma.

L'aspetto più grave è che, al momento della chiusura dell'account, era ancora presente un saldo reale sul mio conto di gioco. Attualmente non ho alcuna possibilità di accedere al mio account o di richiedere il prelievo di tali fondi.

Ritengo che trattenere il saldo senza una spiegazione adeguata e senza consentirmi il prelievo sia una pratica ingiusta.

Chiedo pertanto che Casinia che mi venga consentito di prelevare integralmente il saldo residuo.

Grazie in anticipo.

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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

Hello Attila,

• I have only played Pragmatic and Hacksaw slots
• I did not complete the verification as it was not requested by the casino
• I only played using my deposited money, no bonus

Thanks in advance

Ciao Attila,

• ho giocato solo alle slot pragmatic e hacksaw
• non ho completato la verifica in quanto non è stata richiesta dal casino
• ho giocato solo usando i miei soldi depositati, nessun bonus

Grazie in anticipo

Hello Spaffle,

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

Dear Spaffle,

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.

I have not received a response to my request for a refund of the remaining funds in my account.

Non ho ricevuto risposta in merito alla mia richiesta di rimborso del denaro residuo nel mio conto.

Thank you for your response.

Have you received any email from the casino informing you that your account was closed? If not, have you contacted the casino's support team by email to ask why your account was blocked? If so, please forward the communication.

Thank you for your patience cooperation.

Dear Attila, the casino did not send me an email informing me of the account closure.

I contacted them, but I haven't received a response since my last message on July 10th. I'm attaching the message here:

Caro Attila, il casino non mi ha inviato nessuna email per informarmi della chiusura del conto.

Li ho contattati io, ma dal mio ultimo messaggio del 10 Luglio non ho ricevuto risposta. Allego il messaggio qua:

Hello Spaffle,

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 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, Mirka (miroslava.d@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 Spaffle,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Dear Player,

Thank you for contacting us.

Rest assured, we have forwarded your matter to the relevant team. Once there is an update, we will notify you immediately.

Kind regards,

Casinia Team

Dear Casinia Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and supporting evidence at your earliest convenience. Thank you for your attention to this matter.

Dear Casinia Casino, thank you for your reply. I kindly ask you to refund my remaining balance.

Caro Casinia casino grazie per aver risposto, vi chiedo gentilmente di restituire il mio saldo rimanente.

Dear Player,

Following a thorough review of your account, we are writing to inform you that your account has been permanently closed by administrative decision.

This action has been taken in accordance with the following sections of our General Terms and Conditions:

Section 9.3: We reserve the right from time to time to conduct a gameplay review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

Section 9.4: Should we arrive at a reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following actions, at our sole and absolute discretion, with or without notice:

• Immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• Permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• Void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• Void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• Contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Consequently, your account remains permanently closed, and all associated winnings have been voided.

We hope this clarifies the matter.

Kind regards,

Casinia Casino Team

I would like to formally contest the reasoning provided by Casinia.

Casinia claims that my account was closed due to an alleged "abusive pattern" related to the use of bonuses, but did not specify what specific behavior constituted such abuse.

In my case, I only used one Casinia bonus, the welcome bonus when I signed up. After that, I continued playing for about two months, making numerous real money deposits and playing without using bonus funds. My account remained active throughout this period, and I even advanced to VIP level 4.

Therefore, if my activity was indeed considered abusive, I cannot understand why Casinia continued to allow me to deposit, play, and use VIP services for approximately two months without any warning or complaint.

Most importantly, Casinia did not indicate what specific bet, transaction, strategy, or conduct constituted the alleged "bonus abuse."

I therefore request that Casinia provide Casino Guru with a concrete and verifiable explanation of the behavior that allegedly violated section 9.3, specifying:

• which bonus was allegedly the subject of the abuse;
• what specific conduct I would have adopted;
• which bets or transactions would have been considered abusive;
• which specific term of the terms I would have violated;
• whether their dispute concerns only the winnings generated while using the bonus or the entire real balance on the account.

I consider this last point particularly important, because at the time of closing my balance was €2315 and it was all real money obtained by playing real money that I deposited.

In light of the above, I request that Casinia concretely demonstrate the alleged violation and, in the absence of specific evidence justifying the confiscation of the funds, proceed with the return of the actual balance of €2,315.

Vorrei contestare formalmente la motivazione fornita da Casinia.

Casinia sostiene che il mio account sia stato chiuso a causa di un presunto "abusive pattern" collegato all'utilizzo dei bonus, ma non ha specificato quale comportamento concreto avrebbe costituito tale abuso.

Nel mio caso ho utilizzato un solo bonus di Casinia, cioè il bonus di benvenuto quando mi sono iscritto. Successivamente ho continuato a giocare per circa due mesi effettuando numerosi depositi con denaro reale e giocando senza utilizzare fondi bonus. Il mio account è rimasto attivo per tutto questo periodo e sono persino avanzato fino al livello VIP 4.

Pertanto, se la mia attività fosse stata effettivamente considerata abusiva, non riesco a comprendere perché Casinia abbia continuato a consentirmi di depositare, giocare e usufruire dei servizi VIP per circa due mesi senza alcun avvertimento o contestazione.

Soprattutto, Casinia non ha indicato quale specifica puntata, transazione, strategia o condotta costituisca il presunto "bonus abuse".

Chiedo quindi che Casinia fornisca a Casino Guru una spiegazione concreta e verificabile del comportamento che avrebbe violato la sezione 9.3, specificando:

• quale bonus sarebbe stato oggetto dell'abuso;
• quale specifica condotta avrei adottato;
• quali puntate o transazioni sarebbero state considerate abusive;
• quale specifica condizione dei termini avrei violato;
• se la loro contestazione riguarda esclusivamente le vincite generate durante l'utilizzo del bonus oppure l'intero saldo reale presente sul conto.

Ritengo particolarmente importante quest'ultimo punto, perché al momento della chiusura il mio saldo era di €2315 ed erano tutti soldi reali ottenuti giocando denaro reale da me depositato.

Alla luce di quanto sopra, chiedo che Casinia dimostri concretamente la presunta violazione e, in assenza di una prova specifica che giustifichi la confisca dei fondi, proceda alla restituzione del saldo reale di €2315.

Dear Mirka,

Could you please take a look at the recent emails sent your way and provide an update when you get a chance? Thanks!

Kind regards,

Casinia Team

Dear Mirka,

Following up on the recent emails sent over. Thanks!

Best regards,

Casinia Team

Dear Casinia Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Mirka,

A response to your request was sent yesterday. Please review it when you have a moment and let us know if you need anything else!

Best regards,

Casinia Team