Casinia Casino - La cuenta del jugador ha sido cerrada.

Good evening,

I had an account registered at Casinia Casino, which had €73 in it.

My account was closed without warning and without a clear explanation. I've been unable to log in since then, and I haven't received a refund for my balance.

I've tried contacting customer support several times, but I haven't received any helpful answers or the opportunity to speak to a representative.

I also have proof where they send me an email canceling my withdrawal.

I therefore ask:

immediate refund of the €73 in your account

I look forward to hearing from you and resolving the issue as soon as possible.

Best regards.

Buonasera,

avevo un account registrato presso Casinia Casino, sul quale erano presenti 73€.

Il mio account è stato chiuso senza preavviso e senza una spiegazione chiara. Da quel momento non riesco più ad accedere e non ho ricevuto alcun rimborso del saldo presente.

Ho provato più volte a contattare l’assistenza clienti, ma non ho ricevuto risposte utili né la possibilità di parlare con un operatore.

Ho anche una prova dove mi inviano un email dove mi cancellano il prelievo.

Chiedo quindi:

il rimborso immediato dei 73€ presenti sul conto

Resto in attesa di una risposta e della risoluzione del problema nel più breve tempo possibile.

Cordiali saluti.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good morning,

I'm answering your questions regarding the problem with my account:

• I have been a casino player since 12/30/2025. My account was blocked on 1/20/2026.

• I discovered that my account had been blocked when I tried to log in and was no longer able to log in. I subsequently contacted support but received no clear response.

• I mainly played roulette.

• The balance in my account (€73) was obtained with real funds.

• I've already tried contacting casino support several times, but haven't received adequate assistance. I can provide screenshots of the communications I've received.

I look forward to hearing from you and finding a solution to this issue, particularly regarding the recovery of my account balance.

Buongiorno,

rispondo alle vostre domande in merito al problema con il mio account:

• Sono stato giocatore del casinò dal 30/12/2025. Il mio account è stato bloccato in data 20/01/2026.

• Ho scoperto che il mio account era stato bloccato quando ho provato ad accedere e non mi è stato più possibile effettuare il login. Successivamente ho contattato l’assistenza senza ricevere una risposta chiara.

• Ho giocato principalmente alla roulette.

• Il saldo presente sul mio account (€73) è stato ottenuto con fondi reali.

• Ho già provato a contattare il supporto del casinò più volte, ma non ho ricevuto assistenza adeguata. Posso fornire gli screenshot delle comunicazioni avute.

Resto in attesa di una vostra risposta e di una soluzione al problema, in particolare per il recupero del saldo presente sul mio account.

Good morning, it's been 5 days, can you update me on the status of the process?

Buongiorno, sono passati 5 giorni, potete aggiornarmi sullo stato della pratica

Thank you for your patience and the information provided here and via email.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

You wrote:

• I've already tried contacting casino support several times, but haven't received adequate assistance. I can provide screenshots of the communications I've received.

Kindly share this communication discussing the closure of your account and withholding of your funds.

If there were any reasons mentioned, make sure to include them. I apologize for the inconvenience.

My email is tomas@casino.guru

Good evening, these are the proofs of the chats with the Casinia agent

Buonasera queste sono le prove delle chat con l’agente casinia

Dear Giacomo17,

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, Stefan (stefan.m@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,

Tomas

Okay, thank you very much, I look forward to hearing from you!

Vabbene grazie mille aspetto vostre notizie!

Dear Giacomo17,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Casinia Casino to join this conversation and assist in addressing the complaint.

Dear Casinia Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Giacomo17,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Thank you for your understanding.

Kind Regards,

Casinia Team

Dear Casinia Casino,

Could you please provide us with detailed information regarding the alleged violation of your Terms and Conditions in this case?

In particular, we kindly ask you to specify which exact actions or evidence you are relying on under clauses 9.1, 9.3, and 9.4 to support your decision. If possible, please also provide supporting documentation or relevant logs that demonstrate the breach.

You may send the information here or directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear all,

We kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Casinia Team

Dear Casinia Casino,

Thank you for your email. I have responded with a request do provide us with additional information.

I look forward to your response.

Dear Stefan,

We inform you that we have received your e-mail and we will have updates for you very soon.

Thank you for your patience.

Best regards,

Casinia Team

Dear Casinia Casino,

Thank you for your email and the evidence provided. I have responded to your email and will be awaiting your reply.

Dear Stefan,

We inform you that we have responded back to your e-mail. Please, kindly check.

Thank you for your cooperation.

Best regards,

Casinia Team

Dear Giacomo17,

We have reviewed the evidence provided by the casino and, based on our assessment, we must agree with the casino’s decision, as it appears that the Terms & Conditions and AML Policy were violated.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru