Casinia Casino - El retiro del jugador está bloqueado.

Hello, this casino did not allow me to withdraw. After many days, my withdrawal requests were not processed despite having contacted support. I was unable to withdraw even my subsequent winnings, which led me to play my balance again, constituting a case of "inducement to gambling" by the casino. It is unacceptable that after complaints and reminders to support, nothing has been resolved either before or after. Support suggested that I file a request for a refund of the amount that I was unable to withdraw, but to date, I have received no response.

Obviously, the amount should be credited directly to my IBAN or instantly transferred to the prepaid card linked to the account, which, incidentally, is under review.

I hope to resolve this matter as soon as possible without having to take legal action.

Salve,questo casinó non mi ha permesso di prelevare ,dopo tanti giorni i miei prelievo non sono stati elaborati nonostante avessi contattato l’assistenza,non ho potuto prelevare neanche le mie successive vincite,ciò mi ha indotto a rigiocare il mio saldo ,configurando il reato da parte del casino di "istigazione al gioco d’azzardo", è inaccettabile che dopo reclami e solleciti all’assistenza non si sia risolto nulla né prima né dopo ,dall’assistenza mi hanno proposto di fare una richiesta di rimborso dell’importo giocato che non ho potuto prelevare ,ma ad oggi ancora nessuna risposta

Ovviamente la somma dovrá essere accreditata direttamente su IBAN o passata in modo istantaneo sulla carta prepagata collegata al conto che tra l’altro è stato messo in revisione.

Spero di risolvere quando prima questa questione senza passare per vie legali

Dear Sasso,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise whether your account was verified?
• When did you contact the casino to refund you the winnings that were played down?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, my account did not require verification, the refund request was sent after several days that the withdrawal had not been processed and then later after having played the winnings, furthermore I was subsequently prevented from making yet another withdrawal because it exceeded the maximum limit, my account is currently under review

Salve,il mio account non richiedeva verifica ,la richiesta di rimborso è stata inviata dopo diversi giorni che il prelievo non era stato elaborato e poi in seguito dopo aver giocato le vincite ,inoltre in seguito mi è stato impedito di effettuare un ennesimo prelievo poiché superava il limite massimo,attualmente il mio account è in revisione

Hello Sasso,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Perfect, thank you, for now they have answered me that it is not their responsibility that withdrawals are processed late, but I do not agree

Perfetto,la ringrazio ,per adesso mi hanno risposto che non è responsabilità loro che i prelievi vengono elaborati in ritardo ,ma non sono d’accordo

Thanks for your reply.

Could you once again confirm what is your withdrawable balance in the casino?

Good morning, first 6000, then 88,000, now nothing because I was induced to replay them, furthermore the bonuses they gave me have been blocked, I have not used them

Buongiorno,prima 6000,poi 88.000 ,adesso nulla perché sono stato indotto a rigiocarli ,inoltre i bonus che mi hanno dato si sono bloccati ,non li ho utilizzati

Dear Sasso,

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. Please note that canceled withdrawals are common and can happen for a plethora of reasons. We can't penalize online casinos for the practice. It's also not a valid reason for requesting a refund.

Please let me know if there are any other circumstances I might not have considered, otherwise, the complaint will be closed.

I agree, if it weren't for the fact that after 4 days the withdrawal hadn't even been processed, and as you well know it should have been issued within 3 days, this constitutes the crime of incitement to gambling, beyond the fact that I wasn't even given the possibility of making a withdrawal with that amount even after having contacted support.

Io sono d’accordo ,se non fosse per il fatto che dopo 4 giorni il prelievo non era stato nemmeno elaborato ,e come ben sai andrebbe emesso entro 3 giorni ,ciò configura il reato di istigazione al gioco d’azzardo, al di là del fatto che non mi è stata nemmeno data la possibilità di effettuare un prelievo con tale somma nemmeno dopo aver contattato l’assistenza

Thank you for your opinion.

We accept the situation of delayed withdrawals as it can happen for legitimate reasons. 

It is the player's responsibility to inform the casino that they are not in control of their gambling, as we don't believe that detecting such behavior is mandatory in online casinos. I urge you to inform any casino where you have an open account so that you can be protected if you feel that you need protection. Please let me know of your decision. If you do not wish to take these steps, please be aware that we do not consider incitement to gambling to be a valid reason to request a refund.

But it's not about gambling, the truth is that I thought it was a scam and that I would never see that money so I spent my time like this, even reading the reviews they weren't very positive, but some people said they had withdrawn small amounts, for example now they've blocked my profile, the bonuses I had didn't work and I had to cancel them one after the other, I don't know if I can get them back and then I always had a betting limit where I couldn't bet beyond that.

It is also the casino's responsibility to process withdrawals according to regulations which is what has led to negative consequences and considerations

Ma non si tratta di gioco d’azzardo ,la verità è che ho pensato che fosse una truffa e che quei soldi non li avrei mai visti quindi ho passato il tempo così ,anche leggendo le recensioni non erano molto positive ,però qualcuno diceva di aver prelevato piccole somme ,a me per esempio adesso hanno bloccato il profilo ,i bonus che avevo non funzionavano e li ho dovuti annullare uno dopo l’altro ,non so se posso recuperarli e poi ho avuto sempre un limite di giocata dove oltre non potevo puntare.

È anche una responsabilità del casino elaborare i prelievi secondo normativa che è ciò che ha portato a conseguenze e considerazioni negative

Thanks for your point of view.

We accept the situation the withdrawal is delayed or even canceled, as it may happen for legitimate reasons. 

If you believe you are not in control of your gambling, I encourage you to request a self-exclusion in the casino and take advantage of any responsible gambling features the casino offers.

Please let me know if there is anything else I might assist you with, otherwise the complaint will be closed.

Certainly but the failure to issue encourages replaying and it is not legal to incite gambling, then the bonuses received were not usable, I had to cancel them

Sicuramente ma la mancata emissione favoreggia a rigiocare è non è legale istigare al gioco ,poi i bonus ricevuto non sono stati usufruibili ,li ho dovuti annullare

this is the law, in the meantime my account is also blocked

questa è la legge ,nel frattempo il mio account è anche bloccato

I wish I could help.

Please note we lack the authority to enforce the legality of rules.

Due to the aforementioned reasons, this complaint will now be closed.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.