Casinia Casino - Se cancelaron los retiros del jugador y se impuso la apuesta.

I made a withdrawal of €800 on the 31st of December. They informed me that it would take three business days to process via Btc wallet. As of January 6, they've told me to be patient and, upon checking, discovered that both withdrawals — one of €800 and the other of €600 — had been canceled. When I pointed out this mistake, they told me there was nothing they could do. To add insult to injury, they imposed a wager x1 on the canceled withdrawal, meaning I would need to bet €1,400. I managed to do this, but then they wouldn't allow me to withdraw the €600, just the €800, and told me it was in a waiting queue. I feel like I've been cheated. I want my money. I'm still waiting for my €800.

I demand this casino to be penalized and I request my money back.

Retiro el dia 31 de diciembre 800€, me dicen que tienen 3 dias hábiles para pagar en wallet Btc, estamos a dia 6 de enero, me piden paciencia, voy a mirar el status de mi withdrawal y de pronto se cancelan los dos withdrawal uno de 800€ y otro de 600€, cuando les comento del error me dicen que no pueden hacer nada, y encima me ponen un wagger x1 de el reintegro cancelado, es decir apostar 1400€, lo consigo luego no me deja retirar los 600€, solo consigo 800€ y me dicen que está en cola de espera.... me siento estafado, quiero mi dinero. Estoy aun esperando mis 800€.

Exijo se le penalice a este casino y pido se me devuelva mi dinero.

Dear Pabz,

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. Let me summarize this so I can make sure I understand the issue properly. You initially wanted to withdraw €1,400 (2 withdrawal requests), but they were canceled, and then you were forced to wager this amount. Is that correct? Did the casino clarify why you had to wager the amount of your canceled winnings?

Could you please clarify what happened with €600? Did you lose it during the wagering?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello Cristina, if they forced me to wagger x1 of my canceled withdrawals to be able to withdraw them later, I could only withdraw €800, because it was the daily limit, and this was when I wanted to see the status of my withdrawal, the cancel button is very stuck and I I didn't give it, it was given at the same time that you gave the status and it was automatically given in both, they unfairly imposed a wagger x1 of my own money on me, I got it but I only managed to have €800 on hold, the rest I couldn't save. 🙁 so stay tuned.

Hola Cristina, si me obligaron a wagger x1 de mis retiros cancelados para poder retirarlos luego, solo se podia retirar 800€, porque era el límite diario, y esto fue al querer ver el status de mi retiro el boton cancelar esta muy pegado y yo no le di, se dio a la ves que das al status y automáticamente se dieron en los dos, injustamente me impusieron un wagger x1 de mi propio dinero, lo consegui pero solo consegui tener en espera 800€ el resto no pude salvarlo. 🙁 asi que sigue pendiente.

Thank you very much for your reply, Pabz. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is no human way to contact the casino, the support email is not valid and the chat service is automated. Automatically generated responses and they also disconnect you.

No existe forma humana de contactar con el casino, el mail de support no es válido y el servicio de chat es automatizado. Respuestas generadas automática y además te desconectan.

Thank you very much, Pabz, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Pabz,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casinia Casino to join the conversation and contribute to the resolution of this complaint.

Dear customer,

We have investigated the situation and see that your 2 withdrawals in the amount of 800 EUR and 600 EUR were canceled and played down by you. We also see that your subsequent withdrawal of 800 EUR has been processed. The remaining funds have been fully played by you.

Please let us know if we can help with anything else.

Sincerely,

Casinia Administration

Not so, gentlemen of Casinia, a chat was written in which it was indicated that by mistake the two amounts of 800 and 600 were canceled by clicking the Status button, continuing like this you impose a wagger of x 1 to €1460 on my canceled amount that had been cancelled, and I was not able to regularize my own withdrawal. So! Losing the amount in bets to be able to generate the wagger imposed by you, and that the amount was not allowed to be withdrawn, an amount of 800 euros is granted (requested on January 31, on January 6 after having made several claims, losing my €600 because of your tax wagger). I request that the remaining €600 be paid to me since a wagger of my own money cannot be imposed without cause. But compensation with a total of €1,400

No es así señores de Casinia, se escribió un chat en el cual se indicaba que por error se cancelo los dos importes de 800 y 600 dándole al botón de Status, siguiendo así ustedes imponen sobre mi importe cancelado un wagger de x 1 a 1460€ que habian sido cancelados, no pudiendo yo regularizar mi propio retiro. Así! Perdiendo la cantidad en apuestas par poder generar dl wagger impuesto por ustedes, y que no se mw dejaba retirar el importe, se concede de importe de 800 euros ( pedido el 31 de enero, el dia 6 de enero despues de haber puesto varias reclamaciones, perdiendo mis 600€ por culpa de vuestro wagger impuesto). Solicito se me ingrese los 600€ restantes ya que no se puede imponer un wagger de mi propio dinero sin lugar a causa. Sino un indemnización con el total de 1400€

Furthermore, you did not want to nor did you help me solve this at the time, you just disconnected from the chat and did not know how to solve it.

Además no quisisteis ni me ayudasteis a solucionar esto en el momento, solo os desconectasteis del chat y no supisteis solucionarlo.

Hi all,

Thank you for your replies.

Dear Casinia Casino team,

Could you please explain why the withdrawals were canceled and why Pabz was requested to wager them 1x?

Dear all,

Please be informed that, immediately after canceling the withdrawals of 800 EUR and 600 EUR, the customer made a deposit of 60 EUR to the account. Immediately after that, the customer attempted to make a new withdrawal request. The error message, requesting the customer to complete the wager, therefore, was not referring to the 1400 EUR deriving from the canceled withdrawals, but rather to the 60 EUR of deposit, that have not yet been wagered. This can be seen by looking at the balance of the customer provided to us in chat, at the moment the error occurred, where it is visible that the customer balance is 1460 EUR. 

To request a withdrawal successfully, the x1 wagering requirements must be fulfilled for all the performed deposits. Therefore, the customer was not required to complete the wagering of 1400 EUR, but only of the 60 EUR.

We hope this helps clarify the situation.

Sincerely,

Casinia Administration

Once again the casino is lying, they imposed a total of 1460 wagger on me, they did not let me withdraw my money.

I demand my €600 that I was forced to bet. A deposit wagger cannot be imposed if there is an error through cancellation of withdrawals. Their operators disconnected my chat and none of them knew how to respond to me, I have suffered severe anxiety attacks for fear of losing all my money.

I had already generated my bet and yet until the €1,400 bet was fulfilled, I was allowed to withdraw....

Casini scam. Give me my money back

Otra vez el casino está mintiendo, a mi se me impuso un total de 1460 de wagger, no se me dejo sacar mi dinero.

Exijo mis 600€ que se me obligó a apostar. No se puede imponer un wagger de un deposito al existir un error de por medio de cancelación de retiros. Sus operadores me desconectaban chat y ninguno supo responderme, he sufrido ataques fuertes de ansiedad por miedo a perder todo mi dinero.

Yo ya habia generado mi apuesta y aún asi hasta que no se cumplió los 1400€ apostados recién ahi se me ha dejado retirar....

Casini scam. Devolverme mi dinero

Hi all,

Thank you for your replies.

Dear Casinia Casino team,

Could you please forward or send the screenshots of the conversation that Pabz is referring to (here or to my email address: peter.m@casino.guru)? Can you confirm that there was an error that caused the cancellation of the withdrawals?

Dear Peter,

We have sent you an email with evidence pertaining to the case.

We are awaiting your return.

Sincerely,

Casinia Administration

Thank you Casinia Casino team for your email and explanation.

Dear Pabz,

I've reviewed the evidence provided by the casino and here's what I've found: The two withdrawals were canceled on 5.1 at 23:44. Right after that at 23:51 a new deposit of €60 was made. The casino stated that the support was referring to this deposit amount when they wrote that the deposit had to be wagered 1x. I haven't found any statements that you were supposed to wager the full amount of €1400 and you would probably get more detailed information or possibly find a solution if you didn't leave the chat. When you made the successful withdrawal of €800, you still had €300 in your account that was played down to zero. I'm afraid I won't be able to help you with this one. As soon as there's some issue in a casino, I strongly suggest you stop playing to avoid situations like this since the money spent on games is very hard to retrieve.

Dear Pabz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I want the casino to pay me my €600, they disconnected me from the chat all the time and I was not informed of anything.

Quiero que el casino me abone mis 600€, a mi me desconectaron del chat todo el tiempo y no se me informo de nada.

Dear Pabz,

I'm afraid I won't be able to help you with this one. As I wrote above, I haven't found any statement that would suggest that you had to wager the full amount of €1400. I completely understand your frustration, however, there's nothing we can do. Unfortunately, I have no other option but to reject your complaint. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license-3). I wish I could be of more help.

Best regards,

Peter