Casinia Casino - La cuenta del jugador ha sido cerrada.

The casino closed my account for administrative reasons without further explanation. They kept my balance and gave me neither a reason for the closure nor my money back.

El casino cierra mi cuenta por decisión administrativa sin dar más explicaciones. Se queda mi saldo y no me dan ni motivos del cierre ni me dan mi dinero

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Dear mmj487,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Do I understand correctly that the amount in the time of account closure was 200 EUR?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

I barely had time to play; I placed one bet, and when I went to play at the casino and verify my account by entering my email, an automated message said I couldn't register with that information. Then I contacted online chat to see what was happening, and my account was closed.

2. No, I had placed a bet that I don't know if I won or lost because I can't log in.

3. I didn't use any bonus.

1 no me dio tiempo a jugar apenas, realicé una apuesta y cuando iba a jugar al casino y verificar mi cuenta , poner el correo ...me dice un mensaje automático que no puedo registrarme con esos datos. Después escribo al chat online para ver que ocurre y se cierras cuenta.

2. No, había realizado una apuesta que no se si gane o perdí porque no puedo entrar .

3. No usé ningun bono.

Thank you, mmj487.

Could you please clarify when did your account get closed, and if  you have any further receiving any communication regarding the closure?

You can sent it to me in this thread or to email: petra.h@casino.guru

My account closed shortly after I registered, when I tried to enter my email address. I registered using my mobile phone, and it closed automatically after I entered my personal information.

I received no explanation, only that it was closing due to an administrative decision. I asked for my money back and they told me my bank had declined the payment through instant banking.

After numerous inquiries with my bank, they informed me that the payment had been processed successfully. I received no response or confirmation of cancellation from them, so they closed my account without any explanation and kept my €200.

I hope you can help me.

Mi cuenta de cerró al rato de yo registrarme, cuando intenté poner el correo electrónico. Me registré con el móvil y al incluir mis datos personales se cerró Automáticamente.

No recibí justificación ninguna , solo que se cerraba por decisión administrativa. Pedí el dinero que tenía dentro y me dijeron que mi banco había declinado el pago por Instant banking.

Tras numerosas consultas con mi banc, me informan de que el pago ha sido efectuado correctamente. No recibo respuestas ni justificante de cancelación por su parte, por lo que me han cerrado la cuenta sin explicación alguna y se han quedado mis 200€.

Espero que puedan ayudarme.

Dear mmj487

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka, (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra Harlow

Dear player,

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.

Dear mmj487,

Kindly note we cannot locate an account with your email address at our casino.

Please make sure to provide us with correct email address.

Kind regards,

Casinia casino Team

Dear Casinia Casino,

Would you be able to locate an account registered under player's aforementioned phone number?

Dear mmj487,

Thank you for reaching out to us.

We would kindly like to draw your attention to the following paragraph of our terms and conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Additionally we would kindly like to inform you that no deposits were made to your account and there is no balance on the account.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Casinia casino Team

You're all liars. Luckily, I have screenshots showing that I made the deposit and had a balance in the account—€50 at the time—and open positions. Casinoguru, please lower this casino's rating; it's the first time I've seen them lie so blatantly.

Sois unos auténticos mentirosos, menos mal que tengo capturas donde se puede ver qué realice la transacción de depósito y que tenía saldo en la cuenta, en ese momento 50€ y tenía operaciones abiertas.. Por favor, Casinoguru bajen la nota de este Casino que es la primera vez que veo que mienten a discreción

Dear Mirka,

We would kindly like to ask you to check your emails where we provided additional proof regarding this case.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Casinia casino Team

Dear Casinia Casino,

Could you please send me player's full game log and transaction history for confirmation?

Thank you for your cooperation.

Dear Mirka,

In the email we sent you the 20 of November, the only visible data is a single deposit attempt that was declined and never reached the casino.

There is no transaction history, as the account is completely empty.

Kind Regards,

Casinia Casino Team

Dear Casinia Casino,

I received the mentioned screenshots, however, since the player claims he deposited into the account and placed a bet, the requested game log and transaction history is needed to assess the situation.

Thank you for your cooperation.

Dear Mirka,

We have sent an email with additional evidences attached.

We are looking forward for your update.

Kind regards,

Casinia Casino team.

Dear Casina Casino,

I sent you and email. Please check your inbox.

Thank you for your cooperation.

My bank is asking me for confirmation that they haven't received the money. Casinia tells me they have no proof or receipt that the transaction was cancelled and it's impossible to move forward.

After more than a month with this, it's not at all operational.

Good intentions, or so it seems, but the result...

Mi banco me pide confirmación de que no les ha llegado el dinero, Casinia me dice que no tienen ningún justificante ni ningún comprobante de que la operación se anuló y es imposible avanzar.

Más de un mes con esto, no es para nada operativo.

Buenas intenciones, o eso parece pero el resultado....

Dear Mirka,

We believe we have not received your email yet, which you were referring from December 19, 2025.

We kindly request you to please can you resend us the email for us to check your email and proceed further accordingly.

Thank you for your time and patience.

Kind regards,

Casinia Casino team.

Dear Casinia Casino,

I apologize for the inconvenience. Technical issues prevented email from being sent. You should be able to receive it by now.

Thank you.

Dear Mirka,

Thank you for your email. We checked your email and have provided further explanation to the same email.

We are looking forward for your update.

Kind regards,

Casinia Casino team.

Dear player,

I received evidence, that casino's interface is showing, that the deposit has been declined by the provider. Could you please send me your full bank statement from the payment method you used for the 200€ deposit from the day of attempted deposit until now, and forward me communication with your bank regarding the payment?

Thank you.

Hello, of course. I'm also sending you a video of the conversation with Revolut, which leaves no room for doubt. Please publish this conversation so everyone can see it.

There's my bank statement; please, let them show you theirs. I may have tried to make the payment twice, and one attempt failed, but the other one completed 100%, as the agent and the document I sent you confirm.

Hola, por supuesto. Envío al correo también un video de la conversación con Revolut que no deja lugar a dudas. Por favor , publicar esta conversación para que todo el mundo pueda verla.

Ahí está mi banco, por favor, que os enseñen ellos el suyo. Quizás probé dos veces para realizar el pago y una dio fallo pero esa se completo al 100% como dice el agente y el documento que les envío

Dear player,

Although I received your email, it didn't contain the requested bank statement (full unedited PDF file containing ALL transactions on your account from the day of deposit until now, that you are able to download from banking app or website). Also, the video I received, contained only the image of transaction, not communication with the bank.

Please note, without your cooperation, we are unable to provide you support.

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

The statement has already been sent.

ya está enviado el extracto

Dear player,

We regret to inform you that, since you failed to provide us with the requested communication with the bank, 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 cooperate.

Thank you for your understanding.

Best regards,

Mirka Dubasova

Casino.Guru