Casinia Casino - Výhry hráče byly zabaveny kvůli údajnému porušení T&C.

Dear Casinoguru team,

I have a reasonable suspicion that casinia.com might be attempting to scam me.

I've seen that some users have had similar issues, and you were able to help them. I am putting my trust in you as well.

They closed my account and seized my winnings, accusing me of breaching their terms and conditions, particularly Section 9.1 (they claimed that I made a deposit with a card that wasn't under my name).

I have read ALL of the terms and conditions and, of course, did not break any rules. Also, I made my deposit with a card that is indeed in my name.

I have sent them numerous documents and I can readily provide them to you if required.

I first requested a withdrawal on August 24th, and for weeks now, I have been trying to negotiate.

They have been continuously deflecting me, stating that their decision is final and non-negotiable.

Thank you in advance,

Caro staff casinoguru

ho il ragionevole dubbio che casinia.com mi voglia truffare

ho visto che alcuni utenti avevano problemi analoghi e siete riusciti a risolvere, confido in voi

mi hanno chiuso L account e sequestrato la vincita accusandomi di aver infranto il loro tec e contestandomi il 9.1 (in una mail mi hanno detto che ho caricato con una carta non intestata a me)

io ho letto TUTTO il tec e ovviamente non ho infranto niente e ovviamente ho caricato con una carta intestata a me

gli ho mandato decine di documenti e ovviamente posso mandarli a voi

il primo prelievo L ho richiesto il 24 agosto e cerco di mediare da settimane

mi rimbalzano sempre dicendo che la loro decisione è definitiva e non negoziabile

grazie anticipatamente

Dear giovi110593,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

I have checked section 9.1 in the casino's Terms and Conditions and found a list of several prohibited activities. Has the casino specifically stated that your account was blocked due to you using a payment method belonging to a third party?

How many payment methods/cards have you used for depositing into the casino?

Could you please confirm that you passed the KYC verification?

Please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru.

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

I will try to answer all questions in order

1) I copy and paste the communication from the casino with which my account was closed and my winnings seized

We hereby inform you that, after careful verification by the relevant department, your account has been closed for the following reason

As provided for in point 9.1, the website may only be used for personal entertainment purposes.

The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

Engage in any fraudulent activity, including but not limited to using credit/debit cards or other payment methods or funds not belonging to you, in cases where funds are recalled/disputed.

We also inform you that this is the final decision of the casino management and is non-negotiable.

Thank you for your understanding and cooperation.

2) I made a single deposit of €50 with the prepaid card in my name

and they gave me another €50 bonus

3) I passed all the individual checks and as soon as they had no other documents to ask me for, they notified me of the closure of the account

here are all the documents I sent

• identity card
• driving license
• bill made out to me
• Mio selfie with card
• statement of the card with which I deposited (2 months and 6 months)
• PayPal account statement (they asked me for it even though I have never used it and to avoid further issues I sent it)
• photo of the card I deposited with

I remain at your disposal to give you all the elements to resolve the dispute

Thank you in advance

Proverò a rispondere con ordine a tutte le domande

1) copio e incollo la comunicazione del casino con cui mi è stato chiuso il conto e quindi sequestrata la vincita

Con la presente per comunicarle che, dopo un'attenta verifica da parte del dipartimento competente, Il suo account è stato chiuso per il motivo seguente

Come previsto dal punto 9.1 Il sito web può essere utilizzato solo per scopi di intrattenimento personale.

Le seguenti attività sono severamente vietate e saranno considerate una violazione materiale dei presenti Termini e condizioni generali:

Partecipare a qualsiasi attività fraudolenta, incluso, a titolo esemplificativo, l'utilizzo di carte di credito/debito o di altri metodi di pagamento o di fondi non appartenenti all'utente, nei casi in cui i fondi vengano richiamati/contestati.

Le comunichiamo inoltre che questa è la decisione finale dell'amministrazione del casinò e non è negoziabile.

Grazie per la comprensione e collaborazione.

2) ho fatto un unico deposito di 50 € con la carta prepagata intesta a me

e mi hanno dato altri 50 € di bonus

3) io ho superato tutte le singole verifiche e non appena non hanno avuto altri documenti da chiedermi mi hanno notificato la chiusura del conto

ecco tutti i documenti che ho mandato

• carta d identita
• Patente
• bolletta intestata a me
• selfie Mio con la carta
• estratto conto della carta con cui ho depositato (2 mesi e 6 mesi)
• estratto conto PayPal (me L hanno chiesto anche se non L ho mai usato e io per evitare ulteriori questioni L ho mandato)
• foto della carta con cui ho depositato

rimango a vostra disposizione per darvi tutti gli elementi per risolvere la controrversia

Grazie anticipatamente

Could you please send me your entire transaction history with the deposits made to the casino? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I sent the list of transactions that I sent to the casino to the email you indicated

of the card in my name showing the deposit of €50 in their favor (the only deposit I made)

Here I attach the darkened movement list

I remain available

thank you in advance

Ho mandato all’email che mi avete indicato la lista movimenti che ho mandato aL casino

della carta intestata a me dove si evince il deposito di 50€ a loro favore (l’unico deposito che ho fatto)

Qui allego la lista movimenti oscurata

resto a disposizione

grazie anticipatamente

Thank you very much, giovi110593, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello giovi110593,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinia Casino to join the conversation and participate in the resolution of this complaint.

Dear Casinia Casino,

Can you please clarify the situation further? Was the player's account closed due to the use of a third-party payment method?

Kind regards,

Adam

Dear Adam,

Thank you for reaching out.

Please be informed that we sent you an email to adam.m@casino.guru. Looking forward for your reply!

Best regards,

Casinia.com

Dear Casinia Casino,

Please see my response via e-mail.

Kind regards,

Adam

Dear Adam,

Thank you for your email.

A reply has been provided.

Best regards,

Casinia.com

Dear giovi110593,

The case is currently being discussed via email and I am waiting for a further response from the casino.

I will therefore extend the timer accordingly and will post an update here when I have sufficient information.

Kind regards,

Adam

Thanks Adam for what you are doing

I look forward to new news

I remain available to provide all the information needed to close the case

I have always acted within the rules and I can prove it

thank you in advance

Grazie Adam per quello che state facendo

aspetto con ansia nuove notizie

rimango disponibile a fornire tutte le informazioni utili a chiudere il caso

ho sempre agito rispettando le regole e posso dimostrarlo

grazie anticipatamente

Dear Giovanni,

Please be informed that we sent you an email. Looking forward for your reply!

Best regards,

Casinia.com

Dear Casina staff,

I responded to your email and await news

I remain available to give you all the clarifications necessary to close the case

thank you in advance

Caro staff casinia,

ho risposto alla vostra mail e attendo notizie

rimango a disposizione a darvi tutti i chiarimenti necessari per chiudere il caso

grazie anticipatamente

Dear Giovanni,

Unfortunately, we did not receive a reply to our email.

Could you please make sure you replied to it? Thank you in advance.

Best regards,

Casinia.com

I sent back the email with the answer to the question you asked me

please let me know if you received it

thank you in advance

ho rimandato la mail con la risposta alla domanda che mi avete fatto

per favore fatemi sapere se l’avete ricevuta

grazie anticipatamente

Dear Giovanni,

Thank you for replying.

The information will be reviewed and you will be informed of our conclusions shortly. We appreciate your patience.

Best regards,

Casinia.com

Dear casinia staff

I remain available for all necessary information

I am a bona fide player and can demonstrate that I have not violated terms and conditions and that I act in compliance with the rules and laws

I trust in your good faith

thank you in advance

Caro casinia staff

rimango a disposizione per tutte le informazioni necessarie

sono un giocatore in buona fede e posso dimostrare di non aver violato termini e condizioni e di agire nel rispetto delle regole e delle leggi

confido nella vostra buona fede

grazie anticipatamente

Dear Casinia Casino,

Can you please provide an update on the situation? Has the information provided by the player been reviewed?

Kind regards,

Adam

Dear all,

Thank you for your patience.

We would like to inform you that after a thorough review, the winnings of the customer were paid to him (21.10.2023).

The account is to remain closed in accordance with article 3.9 from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Best regards,

Casinia.com

Thank you very much for letting us know, Casinia Casino.

Dear giovi110593,

Can you please confirm that the matter is now resolved?

Kind regards,

Adam

Hi Adam

I confirm that the casino has liquidated my winnings, thus confirming its legitimacy and has not reopened my account

your help was fundamental

A thousand thanks

Ciao adam

confermo che il casino ha liquidato la mia vincita confermando così la sua legittimità e non mi ha riaperto l’account

il vostro aiuto è stato fondamentale

grazie mille

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, giovi110593, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam