Casinia Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Hello,

​I am submitting this complaint regarding the unfair closure of my Casinia account and the confiscation of my legitimate balance following a win.

​Timeline of Events:

​Account Creation & Deposit: I registered an account on Casinia using PlayID and deposited approximately €40.

​Gameplay: I initially played some live casino games and then placed sports bets. I found a high-odds match, placed a wager, and won. My total account balance reached approximately €100+.

​Withdrawal Request: I immediately requested a withdrawal of my full balance to my bank account via IBAN.

​Account Closure: Two days after submitting the withdrawal, I received an email from customer support stating that my account was permanently closed based on an "administrative decision" under Sections 9.1, 9.3, and 9.4, and that my balance was forfeited.

​Issue:

I have only ever owned and operated this single account on Casinia. I created it legitimately via PlayID, deposited my own money, played in good faith, and requested a payout of my winnings. The casino has provided no specific explanation, evidence, or breach of terms beyond citing general clauses.

​I request that Casinia provide concrete evidence of any violation or, alternatively, release my legitimate deposit and winnings totaling approximately €100+.

​Thank you for your assistance in mediating this matter.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please clarify whether the winnings you wanted to withdraw were accumulated by playing live casino games, sports betting, or both?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi, thanks so much for your help. The winnings were accumulated both from playing at the live casino and placing sports bets. If I'm not mistaken, I played lightning roulette Italy.

Regarding KYC, I was not asked for any KYC verification before my account was blocked, nor was I given the opportunity to complete it.

Instead, I played exclusively with my real funds (starting with €40). I didn't activate or use any bonuses.

I remain available to provide any further information necessary to resolve the matter.

Ciao, grazie mille per l'assistenza. Le vincite sono state accumulate sia giocando al casinò dal vivo sia effettuando scommesse sportive. Se non erro ho giocato a lighning roulette italia.

Quando riguarda kyc, Non mi è stata richiesta alcuna verifica KYC prima che il mio account venisse bloccato, né mi è stata data l'opportunità di completarla.

Invece Ho giocato esclusivamente con i miei fondi reali (iniziando con i 40€). Non ho attivato né utilizzato alcun bonus.

Resto a disposizione per fornire qualsiasi ulteriore informazione necessaria per risolvere la questione.

Update 03/08/2026

I just received the following copy-paste response from Casinia support citing Terms 9.1, 9.3, and 9.4, claiming account closure and balance confiscation due to alleged "abusive strategies" or "improper activity."

I strongly deny these claims. I deposited €40 of my own cash without taking any bonus, placed a few simple live casino and sports bets, won ~€110, and requested a standard withdrawal. I did not use any automated software, system bugs, betting strategies, or prohibited tactics.

Casinia has provided zero evidence or explanation of what specific rule was supposedly breached. I request that the mediator ask Casinia to provide concrete proof of any alleged violation to Casino Guru, or return my legitimate deposit and winnings (€110).

Thank you very much for your reply, Luka699. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thanks for reaching back out to me kristina. It's absolutely fine by me, though I still have to send remaining screenshots over your email as it doesn't let me upload more. Thanks again for your help.

Dear Luka699,

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,

Kristina

Hello Luka699,

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? Could you further clarify the exact alleged breaches of terms by the player? Please give us more information regarding the account closure. Any sensitive information can be sent to martin.l@casino.guru

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

Dear All,

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. Is there a particular timeframe in which the review may be finalized?

Dear All,

We are writing to inform you that, following a comprehensive review by our administration team, the account has been permanently closed.

Please be advised that this closure is final. As a result, the player will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

We would like to take this opportunity to remind you of three important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

 ..>>

* engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

* using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

..>>

*using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

...>>

9.3 We reserve the right from time to time to conduct a game play 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.</p>

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, 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.

..>>

Kind Regards,

Casinia Casino Team

Dear casino representative,

thank you for your message.

We acknowledge the importance of adhering to the rules, however we would like to ask you to provide us with more insight on the exact wrongdoing the player is accused of. This is a standard practice for us and we require such evidence from all casinos.

In case more detailed information is confidential, please attach it to email addressed to martin.l@casino.guru. I can assure you that contents of your message will remain confidential to me and will only be used for the purposes of dealing with this complaint.

Dear Martin,

We are writing to let you know that we have sent you an email. Please check your inbox when you have a moment.

If you have any questions or need further information, please feel free to let us know.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your message, I have responded to your email.

Dear Martin,

We are writing to let you know that we have replied to your email.

Thank you for your patience

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your message, we will be awaiting further clarifications.

Dear Luka699,

thank you for your patience. Could you please shed more light on your gameplay?

Have you employed any specific strategy during your live casino gameplay?

Thank you for the update Martin and thanks a lot for your help again.

To answer your question directly no, I did not use any specific strategy, I never in my life tried any strategies, highly doubt any of them even work, it's an online casino, we all know most of the time you lose but there are times you win insanely high amount of cash just because you randomly bet on something or you just chose to play a weird slots and got a jackpot, even though we are not talking about huge amounts 101 euro mean a lot to me as I have deposited and risked my cash, won and got blocked. Let's invert it for a second. If I had lost that money nobody would have complained about it casino would stay silent and would obviously get away with my money, I agree as it was my fault for betting or playing slots in a silly manner. But this case is different, I legit won money as I recall I played a little bit of lightning roulette lost there, but won the bet that I had on a football match.

I deposited €40 of my own cash without taking any bonus. I played legit, again without using methods or whatsoever (even if they exist casino would have been able to detect the abusive gameplay and would have given an evidence or something which in this case is just straight copy paste of their TOS without clarifying anything)

I was just feeling lucky that day, won fair and square, and decided to instantly cash out my balance once it reached around €101. There was zero automation, software, or strategy involved just standard, lucky casual play.