Casinia Casino - El jugador enfrenta problemas de retiro.

Hello, I would like to know why Casinia makes it so difficult to withdraw funds from my account. I have passed all the security verifications and the KYC process. I was told that I needed to complete a rollover of X1 from the deposit. I managed to complete the wager with €1609 ready to withdraw, but my request keeps getting canceled without any apparent reason. If this continues, I will report it to consumer protection. I have screenshots, photos, and data from my account to ensure nothing gets overlooked. What a shameless act. I have accounts with casinos like Codere and Sportium and have never faced such issues withdrawing funds. It is outrageous, and I am extremely dissatisfied with this casino😡😡😡

Hola buenas quisiera saber porque casinia es tan rata a la hora de retirar fondos de la cuenta he pasado todas las verificaciones de seguridad el kyc me dijeron que tenía que hacer un rollover de X 1. Del depósito saqué el wager con 1609 € a retirar que porfin se puede mi solicitud se cancela sin motivo aparente si esto sigue así voy a dirigirme a atención al consumidor tengo capturas fotos y datos de mi cuenta para que no se puedan escapar que sin vergüenzas y si si puedo acceder a mi cuenta yo vengo de casinos como Codere Sportium y nunca me han puesto quejas para retirar es acojonante estoy muy descontento con el casino😡😡😡

Dear cristian710cns,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Which games have you played in the casino? (slots, live games, sports betting)
• Is your withdrawal request from 12/11/2024 still pending in your account?
• Could you please share screenshots of your canceled withdrawal requests?
• Could you please share your conversation with the casino in which the casino explained the situation to you? Post screenshots here or send the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

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 delightful holiday season, and we will get back to you as soon as possible.

Dear cristian710cns,

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.

Hello Tomás, look, sorry I haven't answered you. I have received a hack on my Google account and I have all the passwords saved in the casinos, in Facebook and in everything because I don't remember much of the passwords that I have set and that's why I click save, then I will open a case with a Mac device and a Samsung s 20F from Bogotá Colombia. I don't know who it was, the truth is because they use several accounts to impersonate someone, but I do have screenshots to prove what I'm saying is true. I had 4,000 euros in my account and now I have nothing. That's why it has entered my account for sure because I also received a message from Xiaomi that they told me that on August 20, 2024 was when I received the hack, but now they have tried to hack me again. In fact, they have succeeded and well, I have this little problem, so look at me if you can solve it for me because it's 4,000 euros and each player knows what it costs to win 4,000 euros.

Hola Tomás mira perdona que no te haya respondido he recibido un hackeo en mi cuenta de google y tengo todas las contraseñas guardadas dentro de los casinos dentro de Facebook y dentro de todo porque yo no me acuerdo mucho de las contraseñas que tengo puestas y por eso le doy a guardar entonces me abriré un un caso con un dispositivo Mac y un samsung s 20F desde Bogotá Colombia no sé quién fue la verdad porque utiliza varias cuentas para suplantar identidad pero sí que tengo eh capturas de pantalla para poder demostrar pues lo que digo es cierto tenía 4000 euros en mi cuenta y ahora no tengo nada eso es que me ha entrado seguro porque además he recibido un mensaje de Xiaomi que me han dicho que el 20 de agosto de 2024 fue cuando recibí el hackeo pero ahora han vuelto otra vez a intentar hackearme de hecho lo han conseguido y pues tengo este problemilla entonces mírame si me lo puedes solucionar porque son 4000 euros y cada jugador sabe lo que cuesta ganar 4000 euros

Thanks for your reply.

If you were a victim of a cybercrime I would encourage you to report it to the casino and to the authorities. We lack the resources to investigate such issues and our options to assist you with such issues are limited.

• Have you already spoken to the casino regarding the issue?
• Have you received any response?
• Could you please share relevant communication regarding your withdrawal or your player's account with me? My email is tomas@casino.guru

If you take it, I have already spoken to the casino and the fucking rats don't want to help me, but don't worry, I have already sued the casino with responsible consumption and gaming, they are going to have to pay me the prize money and I swear that they are going to give it to me or else they will go too deep!!

Si tomas ya hablé con el casino y no me quieren ayudar los putos ratas de mierda pero tranquilo ya he demandado al casino con consumo y juego responsable me van a tener que abonar el dinero del premio y te juro quee me lo van a dar o sino se les va muy hondo!!

Thanks for your reply and provided communication.

I would like to ask you to not use offensive language in the complaint thread from now on, thanks for your understanding.

The email you received on 23 August looks like a phishing attempt to gain access to your personal information. (Facebook representatives wouldn't have contacted you from a @gmail.com email address)

• Is there any record of what happened with your balance of 4000€?
• When did it disappear to your knowledge?
• Are you able to access your gaming history? a provide screenshots of the most recent relevant activity on your casino account?

Share this information here or send it to my email address at tomas@casino.guru

Look, I usually can't access my game account because it says it's under review, but yesterday I spoke to a good supervisor with an agent after the live chat and they didn't give me any response, that is, they directly told me that it was me who had cancelled all the withdrawals and I count two fingers on my forehead, I'm not going to cancel any withdrawal over 2,000 euros, so to speak, because for me that's a lot of money, so the problem here is that the casino doesn't want to take responsibility for what happened to me within the Google account, within the Facebook account and within my terminal because I play eh in casinia with my terminal, okay, so I would like you to please eh you could press them because eh they are already sued by the way eh because this can't be, mmm it's not where to get it, really, because if you are a player and you win a prize, you want to collect your prize obviously, but they haven't done anything to fix it, I told them, give me a bonus, I don't know what, I don't know how much to try to see if I can get to the same amount even if I lose it, I'm I'm playing what I'm doing, you know, okay, then please do what you can because I'm already fed up, honestly they're not giving me any answers, I'm very unhappy with the casino and with others like Codere with Sportium with one casino, the truth is that I haven't had any withdrawal problems.

Mira tomas habitualmente no puedo acceder a mi cuenta de juego ya que pone que está en revisión pero ayer hablé con un supervisor bueno con un agente después del chat en vivo y no me dieron ninguna respuesta o sea directamente me dijeron que había sido yo el que había cancelado todos los retiros y yo conteos dos dedos de frente no voy a cancelar ningún retiro superior a 2.000 euros por decir porque para mí eso es muchísimo dinero entonces el problema aquí es que el casino no se quiere hacer de responsable de lo que me ha pasado a mí dentro de la cuenta de Google dentro de la cuenta de Facebook y dentro de mi terminal porque yo juego eh en casinia con mi terminal vale entonces quisiera que por favor eh pudieras pulsearlos porque eh ya están demandados por cierto eh porque no puede ser esto mmm no es por donde cogerlo la verdad porque si tú eres jugador y tú ganas un premio tú quieres cobrar tu premio obviamente pero es que ellos no no han hecho nada para para solucionarlo les he dicho me dais un bono no sé qué no sé cuánto para intentar a ver si puedo llegar al mismo dinero aunque lo pierda me estoy jugando yo lo lo lo mío sabes vale entonces por favor haz lo que puedas porque yo ya estoy harto sinceramente no me están dando ninguna respuesta estoy muy descontento con el casino y con otros como Codere con Sportium con one casino la verdad que no he tenido ningún problema de retiro

Could you please share a screenshot of the error when you attempt to log in to your account and your recent communication with the casino in which you are attempting to resolve the issue? Send the information to my email at tomas@casino.guru

Dear cristian710cns,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.