Casinia Casino - El reintegro del jugador se ha retrasado.

I won €8,000 at the casino in question. I then immediately cashed out three €500 bonuses (March 18, 19, and 20).

Unfortunately, since then, I've only been given standard live chat responses. They don't respond to emails at all. Actually, if the payouts had been made on time, I could have withdrawn much more money. Unfortunately, I lost the rest. The casino certainly won't accept any of this, but I'd still like to have the outstanding €1,500.

Habe in besagtem Casino 8000 euro gewonnen. Habe dann direkt 3x500 euro in Auszahlung gegeben (18./19./20. März).

Leider werde ich seitdem nur mit den Standardantworten im livechat hingehalten. Auf emails wird gar nicht reagiert. Eigentlich, wären die Auszahlungen pünktlich gewesen, hätte ich viel mehr Geld auszahlen lassen können. So habe ich den Rest leider verspielt. Das casino wird sich davon mit Sicherheit nichts annehmen jedoch hätte ich dann gerne noch die Ausstehenden 1500 euro

Dear frizzard87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear frizzard87,

Can you please advise if you have ever processed a withdrawal from the casino in the past?

Have you used any bonus to accumulate your balance?

If you have any communication with the casino related to the case, please forward it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

No. This was my first withdrawal. I won without a bonus!

Nein. Dies war meine erste Auszahlung. Ich habe den Gewinn ohne Bonus erzielt !

I would like to get in touch with the casino, perhaps the delay can be plausibly explained or the payout can be accelerated

Gerne würde ich mit dem Casino in Kontakt treten, vielleicht kann die Verzögerung ja plausibel begründet werden oder eben die Auszahlung beschleunigt

Thank you frizzard87 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear frizzard87,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear all

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action to process the pending withdrawals as soon as possible.

Best Regards

Casinia Team

Yes, that's the same thing I've been hearing for about three weeks now. Just excuses. But nothing's happening. A delay of a few days would be excusable. But I find absolute standstill for three weeks unacceptable in this day and age. Please make sure the money arrives in my account promptly. Thank you very much.

Ja das ist das gleiche was ich mir jetzt seit ca 3 wochen anhören muss. Immer nur Vertröstungen. Aber passieren tut da nicht. Eine Verzögerung von einigen wenigen Tagen wäre ja zu entschuldigen. Aber absoluter stillstand seit 3 wochen finde ich nicht akzeptabel im heutigen Zeitalter. Sorgen sie dafür das das geld zeitnah auf meinem Konto eingeht. Vielen dank

Dear Casinia Casino,

Would you be able to provide a specific timeframe, in which the player can expect to receive the withdrawal?

Dear all

Thank you for your patience.

Kindly be informed that customer had canceled and played down all of his withdrawals also he has no active balance and no other active withdrawals to processed by us.

Best Regards

Casinia Team

This is what you've been waiting for!!! Finally. After 4 weeks of waiting. The last casino!!!!!!

Darauf habt Ihr gewartet!!! Endlich. Nach 4 wochen warten. Das letzte casino!!!!!!

Thanks for nothing, dear Casinia Casino. They state a processing time of 3 days, but in reality, after 3 weeks, nothing has been paid. Absolutely dubious and useless.

Danke für nichts liebes casinia casino. 3 tage angeben als bearbeitungszeit, in realität nach 3 wochen nichts bezahlt. Absolut unseriös und unbrauchbar

Furthermore, I still have about €500 in bonus money, which, strangely enough, is no longer available to me. According to the chat agent, I've been excluded from all bonuses, which is obviously great when you earn loyalty points... well, it fits the overall impression of the casino.

Thank you, dear Casino Guru team, for your help. I hope that Casinia Casino will perhaps at least partially comply with its terms and conditions in the future and that other players won't suffer a similar fate to mine. Even the biggest win is useless if obstacles are placed in your way on the way to a payout.

Desweiteren habe ich noch ca 500‘euro in bonusgeld, welches komischerweise nicht mehr verfügbar ist für mich. Laut aussage des chat Mitarbeiters wurde ich von sämtlichen boni ausgeschlossen, was natürlich super ist, wenn man sich treuepunkte erspielt… naja passt zum gesamteindruck des casinos.

danke liebes casino guru team für eure hilfe. Ich hoffe das das casinia casino vllt in Zukunft ihren agbs nur im ansatz entsprechen wird und nicht anderen spielern ein ähnliches Schicksal widerfährt wie mir. Da bringt einem der größte gewinn nichts, wenn einem auf dem weg zur Auszahlung nur steine in den weg gelegt werden.

Thank you, for your reply.

Unfortunately, as you have played down your balance, I’m forced to mark this complaint as rejected.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru

We’ve reopened this complaint at the request of frizzard87. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear frizzard87,

Can you please send me screenshots of your player account wallets (real money and bonus money) from the last 2 weeks?

Thank you.

I'm talking about the 2,300 coins. I've asked several times why they were frozen overnight? (Presumably it's because of the complaint?!)

That's why I've asked for an explanation several times, but unfortunately, I haven't received one either via chat or email. I don't think it's fair to simply freeze the bonus balance.

es geht mir um die 2300 münzen. Ich habe mehrfach nachgefragt wieso diese von heute auf morgen eingefroren sind?(vermutlich liegt es an der Beschwerde?!)

deshalb habe ich schon mehrfach um Erklärung gebeten diese leider weder per chat noch per email erhalten. Einfach das Bonusguthaben einzufrieren halte ich für nicht fair.

Dear Casinia Casino,

Could you please explain the situation with the player's bonus balance?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Fits the overall impression of the casino. I didn't expect more from this casino. I can only warn other players about this casino and say, beware! Winnings aren't paid out on time (I doubt they're paid out at all), emails aren't answered, and bonus points are arbitrarily frozen. All in all, I don't recommend this casino. You might as well throw your money in the trash. 0🌟 for this pathetic, miserable casino.

Passt zum Gesamteindruck des Casinos. Hatte auch nicht mehr erwartet von diesem casino. Ich kann nur andere spieler vor diesem casino warnen und sagen, passt auf, gewinne werden nicht fristgerecht ausgezahlt (ob überhaupt wage ich zu bezweifeln), emails werden nicht beantwortet, bonuspunkte werden willkürlich eingefroren. Alles in allem nicht zu empfehlen dieses casino. Könnt ihr euer Geld auch in den Müll werfen. 0🌟 für dieses jämmerliche, erbärmliche Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear frizzard87,

As per checking your account we can see we never froze / close your account because of the complaint. We would also like to bring this to your attention that your account was verified on April 8th, 2025. So there should not had been any difficulties.

We would also like to suggest to please clear your browser's cache and cookies from your browser settings and try once again using your coins from the shop to purchase the bonus from the shop. However, if it still shows any error message than please share the screenshot of the error message you may get while using your coins so we can check further accordingly and provide an update immediately.

Waiting for your screenshot.

Best Regards

Casinia Team

Hello and thank you for the feedback.

I've followed all the tips, but I'm still unable to make purchases in the bonus shop. I click on the respective item, but unfortunately nothing happens. I've tried using different browsers and have also deleted the cookies. Unfortunately, it still doesn't work. Please check again.

Best regards

Hallo und danke für die Rückmeldung.

ich habe alle tipps befolgt, jedoch ist es mir nach wie vor nicht möglich im bonus Shop Einkäufe zu tätigen. Ich drücke auf den jeweiligen Artikel, jedoch passiert dann leider nichts. Ich habe es mit verschiedenen browsern versucht und die cookies habe ich auch gelöscht. Leider klappt es auch so nicht. Bitte überprüfen sie das nochmals.

mit freundlichen Grüßen

Strangely, I'm told in the chat that I can't use any bonuses...

Komischerweise wird mir im chat mitgeteilt, dass ich keine boni nutzen kann…

I don't understand why I was suddenly excluded from bonus purchases because I had already made purchases in the shop.

I find it very regrettable that no one responded to my emails. Unfortunately, the facts presented in the chat contradict what you wrote. And if I was excluded, wouldn't it at least be fair to know why?! However, it's clear from your statement that I was never excluded, which in turn raises the question of why I can't make bonus purchases with my bonus coins? By the way, I followed all the tips (cache, cookies, incognito, various browsers).

Please provide a prompt clarification or explanation of the matter

Ich verstehe nicht, wieso ich von jetzt auf gleich von bonuskäufen ausgeschlossen wurde, denn ich habe bereits im shop Käufe getätigt.

dass mir nicht auf meine emails geantwortet wurde finde ich sehr bedauerlich, im chat werden leider gegenteilige Fakten zu dem von Ihnen geschrieben genannt. Und wenn ich ausgeschlossen wurde, wäre es doch zumindest fair zu erfahren warum dies so ist?! Jedoch ist ihrer aussage ja zu entnehmen, dass ich nie ausgeschlossen wurde, was wiederum die Frage aufwirft, wieso ich keine bonuskäufe mit meinen Bonuscoins tätigen kann??? Ich habe übrigens alle tipps befolgt ( cache , cookies, inkognito, verschiedene Browser).

bitte um zügige Klärung bzw Erklärung zum Sachverhalt

Dear frizzard87,

Have you also tried using a different device to access casino's site?

Could you please send us a screen recording, where your aforementioned problem would be visible?

Thank you.

I've tried it on various devices. Chat support told me I was blocked from bonus offers. It's been proven that something different was written here. Unfortunately, I can't take a screenshot because nothing happens. I press the buy button, and nothing happens. I don't know how to capture this with a screenshot.

Ich habe es mit diversen Geräten probiert. Der chat support hat mit ja mitgeteilt dass ich gesperrt wäre für bonus angebote. Hier wurde ja nachweislich was anderes geschrieben. Ich kann leider keinen Screenshot machen, weil ja nichts passiert. Ich drücke auf den kaufen Button und es passiert nichts, weiss nicht wie ich das festhalten soll per Screenshot

The gear icon appears briefly, then nothing happens, no message, nothing. However, no points are debited.

Es erscheint kurz das Zahnrad dann passiert nichts mehr, keine meldung kein nichts. Das Punktekonto wird jedoch nichts belastet

Dear frizzard87,

I understand, that a screenshot probably would not be able to capture your problem, that is why I asked you to provide screen recording (video format).

Would you be able to supply us with it?

Yes, of course. I can't upload the video here. Can I send it to you via email? I'd need an email address.

Ja klar. Kann das video hier nicht hochladen. Kann ich es ihnen per Mail schicken. Bräuchte dann eine email adresse

Dear frizzard87,

Feel free to send it to miroslava.d@casino.guru.

For files with bigger size, it is possible to upload it to a cloud storage, and send me a link to the file.

I have sent you the link by email

Ich habe Ihnen den link per mail geschickt

Dear Casinia Casino,

From the player's screen recording, it seems like there is no error message visible, but after clicking on a item in the shop, the item is not purchased.

Would you be able to provide a suggestion for the player?

Thank you.

Dear Casinia Casino,

"If an error message still appears, please provide us with a screenshot of the error message so that we can check it and update it immediately."

It's been four weeks now, and nothing has happened, and nothing has been updated immediately. It could just be a restriction on my account, as other providers with exactly the same platform and bonus purchase offer have not experienced any delays or issues.

In the meantime, I was also confirmed again that I was excluded from bonuses.

But here I was told the complete opposite, so I can't understand why nothing has happened or a position taken in ages?! Is this the normal way you treat your customers?

request for "immediate" statement

Liebes Casinia Casino,

" Sollte dennoch eine Fehlermeldung angezeigt werden, teilen Sie uns bitte einen Screenshot der Fehlermeldung mit, damit wir dies prüfen und umgehend aktualisieren können"

mittlerweile ist es vier Wochen her und es hat sich nichts getan und es wurde nichts umgehend aktualisiert. Es kann auch nur an einer Einschränkung für mein Konto liegen, da es bei anderen Anbietern mit exakt der selben Plattform und Angebot an Bonuskäufen zu keinerlei verzögerungen oder Problemen kommt.

mir wurde ja in der zwischenzeit auch nochmal bestätigt, dass ich ausgeschlossen wurde von boni.

hier wurde mir aber was komplett gegenteiliges erzählt, sodass ich dann nicht verstehen kann, wieso seit ewigkeiten nichts passiert oder Stellung bezogen wird?! Ist dies der normale Umgang mit euren Kunden??

bitte um „umgehende" Stellungnahme

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

Casinia team

You've already been invited to the case, and you've already taken a position and offered advice. How is it possible that there's no longer any connection to this?

Sie sind doch schon in den Fall eingeladen worden und ihr habt schon stellung bezogen bzw Tipps gegeben. Wie kann es sein dass nun dazu kein bezug mehr besteht?

Hello frizzard87,

On reviewing this case with the relevant department. We would want to inform that the promotions on the account were limited based on the administration's decision, in accordance with our general Terms and conditions points 7.3 + 7.20 which you had accepted while registration. 

• 7.3 :- We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

• 7.20 :- If you engage in any promotion abuse, fraud, or manipulation this shall be considered as a breach of the Terms. In such cases, and in addition to other remedies available to us, we reserve the right to void all promotions you participated in, void and confiscate all the winnings derived therefrom, and prevent your participation in future promotions.

We hope this helps clarify the matter.

Our team wishes you all the best for your future activities!

Best regards,

Casinia team. 

Where am I supposed to have cheated or manipulated? Are you crazy?

Furthermore, I have already made bonus purchases, which disproves the fact that I have already been excluded from registration.

It would be nice not to simply list paragraphs but to say specifically what I am supposed to have done wrong.

the nerve to accuse me of fraud

Wo soll ich betrogen oder manipuliert haben? Ihr spinnt wohl?

desweiteren habe ich ja bereits bonuskäufe getätigt, was widerlegt, dass ich schon zur Registrierung ausgeschlossen wurde.

es wäre schön nicht einfach paragrafen aufzulisten sondern mit konkret sagen was ich falsch gemacht haben soll.

frechheit mir betrug zu unterstellen

And how come it says that my account is not restricted at all? See above. …

And you're the only scammers. After four weeks, you haven't managed to process my payout. The final deduction is a scam casino. I'll be posting this in EVERY forum so others are warned about you rip-off artists.

But to accuse me of fraud borders on slander. But that's just like you. Scum casino.

If there's no way to use my bonus coins (approximately 500 euros), then shove them somewhere else and delete them immediately, as well as my account and my data. Absolutely outrageous.

Und wie kommt es denn zu der aussage, dass mein konto keineswegs eingeschränkt sei? Siehe oben. …

und die einzigen betrüger seid ihr. Nach 4 wochen habt ihr es nicht geschafft meine Auszahlung zu bearbeiten. Das letzte abzug betrugs casino. Genau das werde ich in JEDEM forum kundtun damit andere vor euch abzockern gewarnt werden.

mir aber betrug zu unterstellen grenzt schon an rufmord. Aber das sieht euch ähnlich. Abschaumcasino.

wenn es nicht die Möglichkeit gibt meine Bonuscoins zu nutzen (ca500‘euro) dann schiebt sie euch sonst wo hin und löscht mit sofortiger Wirkung sonst wo hin und löscht sofort meinen account und löscht meine Daten. Absolute frechheit.

7.20: Any misuse, fraud, or manipulation of any promotion constitutes a breach of the Terms. In such cases, in addition to any legal remedies available to us, we reserve the right to invalidate any promotions entered into by you, void and confiscate any winnings therefrom, and prohibit your participation in future promotions.

I'm truly at a loss for words. Then please tell me where I've allegedly acted deceitfully or manipulatively? What did I do wrong?

Requested a payout? Or complained that nothing had happened after 4 weeks?

Tell me. I haven't done anything illegal, and I won't let you dirty street dogs accuse me of such a thing.

7.20: Missbrauch, Betrug oder Manipulation von Werbeaktionen stellen einen Verstoß gegen die Bedingungen dar. In solchen Fällen behalten wir uns zusätzlich zu den uns zur Verfügung stehenden Rechtsmitteln das Recht vor, alle von Ihnen getätigten Werbeaktionen für ungültig zu erklären, alle daraus erzielten Gewinne zu annullieren und zu konfiszieren sowie Ihre Teilnahme an zukünftigen Werbeaktionen zu untersagen.

mir fehlen da echt die worte. Dann benennt bitte wo ich mich betrügerisch oder manipulativ verhalten haben soll? Was hab ich falsch gemacht??

eine Auszahlung in auftrag gegeben??? Oder mich darüber beschwert dass nach 4 wochen nichts passiert ist????

sagt es mir. Ich habe nichts verbotenes getan und lasse mir sowas von euch dreckigen strassenhunden nicht unterstellen.

Your hs

Ihr hs

Dear Casinia Casino,

Please provide supporting evidence to your claims. Feel free to send them to my email.

Thank you.

Dear all,

Thank you for your patience in this matter.

We would kindly like to inform you that we are working with high priority on your claim and will inform you as soon as possible with further details.

Thank you for your patience and understanding.

Best regards,

Casinia team

Dear Casinia Casino,

I have not yet received the supporting evidence from your side.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Mirka,

We have sent an email related to this case.

We will wait for your further updates.

Thank you for being so patient with us! We really appreciate it.

Kind regards,

Casinia team.

Dear frizzard87,

Could you please confirm, you have closed your casino account?

Dear frizzard87,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Mirka

Casino.Guru