Casinia Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinia Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Do you have an access to your game history? Can you please forward it to my email katarina.d@casino.guru.
• Could you please also forward all communications you have had with this casino to my email? This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

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Stay safe.

Hello Catalina, I have already sent all the requested documentation to your email.

Thank you in advance for your quick response.

Hola Catalina, ya he enviado toda la documentación solicitada a su correo.

Gracias de antemano por su rápida respuesta.

Update – Complaint against Casinia

Hello Katarina,

I inform you that my complaint has also been received by the Anjouan Gaming Commission and that they have copied Casinia on the email thread.

I have already responded to that email, correcting my information and requesting the casino, with a copy to the regulator, the technical report, the complete game and transaction history, as well as the specific clauses on which they are basing their confiscation of my funds.

As soon as I have any response from Casinia or the regulator, I will send it to you so you can incorporate it into my case.

Greetings and thanks for your help,

F******** F******* B******

Actualización – Queja contra Casinia

Hola Katarina,

Le informo que mi queja también ha sido recibida por la Anjouan Gaming Commission y que han copiado a Casinia en el hilo de correo.

Ya he respondido a ese correo corrigiendo mis datos y solicitando al casino, con copia al regulador, el informe técnico, el historial completo de juego y transacciones, así como las cláusulas específicas en las que se basan para confiscar mis fondos.

En cuanto tenga cualquier respuesta de Casinia o del regulador, se la haré llegar para que puedan incorporarlo a mi caso.

Un saludo y gracias por su ayuda,

J******** F******* P******

Casinia has responded, alleging "false winnings" without providing any evidence. I've already requested the supplier's technical report and all my logs, with a deadline of August 21, 2025.

Casinia ha contestado alegando "false winnings" sin aportar pruebas. Ya les he pedido el informe técnico del proveedor y todos mis logs con fecha límite 21/08/2025.

Thank you very much, Julifuentes9, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Casinia Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Casinia has made withdrawals from my account without my authorization, specifically several high-value transactions that appear in my history. These transactions clearly violate the general conditions, as no operator can make withdrawals on behalf of the player without express consent.

It's never the player's fault.

In these cases, the responsibility always lies with the operator (Casinia) and/or the game provider, because:

1. They list the game on their platform → if it is available, the player assumes it works correctly.

2. The money you played with is real and legitimate → you are not obligated to check for software failures.

3. The casino's general terms and conditions state that games must be properly licensed and certified. If they fail, it's their violation, not yours.

4. International gaming regulations oblige the operator to guarantee the integrity of the games.

In short: even if they claim a technical failure, the casino/supplier is responsible, because they were the ones who offered a defective product. You acted in good faith.

And you didn't always win in the game, you also lost, attached screenshot for everyone to see.

Casinia ha realizado retiradas de mi cuenta sin mi autorización, concretamente varias transacciones de alto valor que aparecen reflejadas en mi historial. Estas operaciones incumplen claramente las condiciones generales, ya que ningún operador puede efectuar retiradas en nombre del jugador sin consentimiento expreso.

La culpa nunca es del jugador.

En estos casos, la responsabilidad siempre es del operador (Casinia) y/o del proveedor del juego, porque:

1. Ellos listan el juego en su plataforma → si está disponible, el jugador asume que funciona correctamente.

2. El dinero con el que jugaste es real y legítimo → no es tu obligación comprobar si el software falla.

3. Las condiciones generales del casino dicen que los juegos deben estar debidamente autorizados y certificados. Si falla, es incumplimiento suyo, no tuyo.

4. La normativa de juego internacional obliga al operador a garantizar la integridad de los juegos.

En resumen: aunque aleguen un fallo técnico, la responsabilidad es del casino/proveedor, porque fueron ellos quienes ofrecieron un producto defectuoso. Tú actuaste de buena fe.

Y no siempre se ganaba en el juego también se perdía, adjunto captura para que todo el mundo lo vea.

Dear Pavel,

We kindly request to check the information that we provided via email.

If you have any questions, do not hesitate to contact us.

Kind Regards,

Casinia Casino team

I am waiting for Casino Guru to confirm the information the casino has sent them, as I have not received any direct communication to my registered email.

Quedo a la espera de que Casino Guru me confirme la información que el casino les ha enviado, ya que yo no he recibido comunicación directa en mi correo registrado."

We have requested further evidence from the casino.

Dear Pavel,

We respectfully request that you review the information we provided via email.

If you have any questions, do not hesitate to contact us.

Kind Regards,

Casinia Casino team

Dear Julifuentes9, as much as I do not want to do it, I am not a bearer of good news. I have received the provider's report which confirms that there indeed was a malfunction at the time. You have mentioned that the responsibility lies with the provider, and I think everyone can agree, however, that does not mean that your winnings are legitimate. It is accepted widely that malfunction voids all bets, and we consider this to be the fair approach as well. Regarding your further winnings from other games, they are considered to be invalid as well since they were derived from funds received due to the malfunction. Therefore, voiding all winnings received during and after playing the Balloon Burst and resetting your balance to the state previous to the incident is a fair decision which we fully support. Thus, I am forced to reject your complaint. Please, let me know if you have any questions.

Dear Pavel,

Thank you for your response, but I cannot accept the proposed resolution as there are several points that I consider inconsistent and unfair:

1. Withdrawals processed in my name

My withdrawal history shows approved and processed withdrawals in my name. If all the winnings were "invalid" due to the error, why did the casino process and accept those withdrawals? This proves that the winnings were considered legitimate at the time. You can't accept some transactions as valid and then invalidate everything else with the same origin.

2. The game did not always award profits

The screenshots clearly show that I often lost as well. If this were truly a bug that invalidated my bets, the casino should void both my winnings and losses. However, the operator only removes what was detrimental to me (my profits) and doesn't return the amounts lost during the same period. This is a double standard that can't be considered fair.

3. Subsequent winnings in other games

The fact that winnings on games other than Balloon Burst were also voided has no reasonable justification. They are completely separate games, and there was no way for me, as a player, to know that the initial balance was due to a supposed error. I played in good faith and with my own money in an environment that the casino itself offered.

4. Operator's responsibility

They acknowledge that the error was the provider's responsibility. Even so, the casino decided to keep the game active, allow bets, approve withdrawals, and fail to warn players. The burden of this error cannot fall on the customer, who acted in good faith.

For all the above reasons, I reiterate that the decision is neither fair nor consistent. I request that the case be reconsidered, with the reimbursement of both the amounts lost during the alleged ruling and the recognition of the approved withdrawals and subsequent winnings obtained in other games.

Sincerely,

Julifuentes9

Estimado Pavel,

Gracias por su respuesta, pero no puedo aceptar la resolución propuesta ya que existen varios puntos que considero incoherentes e injustos:

1. Retiros procesados a mi nombre

En mi historial aparecen retiradas aprobadas y procesadas a mi nombre. Si todas las ganancias eran "inválidas" debido al fallo, ¿por qué el propio casino tramitó y aceptó esas retiradas? Esto demuestra que en ese momento las ganancias fueron consideradas legítimas. No se puede aceptar unas operaciones como válidas y, posteriormente, invalidar todo lo demás con el mismo origen.

2. El juego no siempre otorgaba ganancias

En las capturas de pantalla se observa claramente que muchas veces también perdía. Si realmente se tratara de un fallo que invalidaba las apuestas, el casino debería anular tanto las ganancias como las pérdidas. Sin embargo, el operador solo elimina lo que le perjudica (mis beneficios) y no devuelve las cantidades perdidas durante el mismo periodo. Esto es un doble estándar que no puede considerarse justo.

3. Ganancias posteriores en otros juegos

El hecho de anular también las ganancias en juegos distintos a Balloon Burst no tiene justificación razonable. Son juegos totalmente independientes y no existía forma de que yo, como jugador, pudiera saber que el saldo inicial procedía de un supuesto fallo. Yo jugué de buena fe y con mi dinero en un entorno que el propio casino ofrecía.

4. Responsabilidad del operador

Reconocen que el fallo era responsabilidad del proveedor. Aun así, el casino decidió mantener activo el juego, permitir apuestas, aprobar retiradas y no advertir a los jugadores. La carga de este error no puede recaer en el cliente, que actuó con total buena fe.

Por todo lo anterior, reitero que la decisión no es justa ni coherente. Solicito que el caso sea reconsiderado, devolviendo tanto las cantidades perdidas durante el supuesto fallo como el reconocimiento de las retiradas aprobadas y las ganancias posteriores obtenidas en otros juegos.

Atentamente,

Julifuentes9

Of course, I will respond to every point:

1. Winnings were considered legitimate at the time because the casino had not yet known about the bug in the game.
2. All bets (both wins and losses) are void, therefore, the casino has reinstated your balance to the state which was before you began playing Balloon Burst. If you had another balance, please, let me know and I will ask the casino for the game history.
3. The fact that you did not know that winnings were derived from playing the bugged game does not, unfortunately, make those winnings legitimate. If the casino knew sooner, they would stop you from playing sooner.
4. The error was fixed as soon as it was known to the provider. The only thing that was left to do was to inform operator that bets made before the fix must be voided.

Also, I am afraid that this case cannot be reconsidered. The game provider has made their decision, as well as the casino. Along with them, we agree that the procedure of voiding bets was fair and consistent.

I appreciate the attention provided during the processing of the claim.

However, I must state that I do not agree with the decision made. I believe I always acted in good faith, using real money and without knowledge of any errors in the game, so I still believe the winnings should have been honored.

However, I understand that the case is considered closed on your part, so I will not pursue this procedure further.

Agradezco la atención prestada durante la tramitación de la reclamación.

No obstante, debo dejar constancia de que no comparto la decisión adoptada. Considero que actué siempre de buena fe, utilizando dinero real y sin conocimiento de ningún error en el juego, por lo que sigo pensando que las ganancias obtenidas deberían haberse respetado.

Aun así, entiendo que por su parte el caso se considera cerrado, por lo que no insistiré más en este procedimiento.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.