Casinia Casino - Las cuentas de los jugadores han sido cerradas y los retiros retrasados.

I play at the "Casinia" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "Casinia" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicación del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

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

Best regards

Veronika

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

No, just my hands

Did you play the same games simultaneously at all these casinos?

Yeah

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

No, solo mis manos

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123

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, Martin (martin.l@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,

Veronika

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this complaint from now on. As the first order of business, I would like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? I understand the player has had the same issue in 13 related casinos.

Thank you in advance for providing us with your view of the issue.

Dear crixuss123,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates. Thank you for your continued patience in the meantime.

Best regards,

Casinia Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Martin,

We have sent you an email to your address regarding the matter.

Please check your inbox when you have a moment.

Thank you for you cooperation.

Kind regards,

Casinia Casino Team

Dear casino representative,

I can confirm I have received your message. In the meantime, I have sent you a response.

Dear Martin,

We have replied to your email regarding the matter. Please check your inbox when you have a moment.

Thank you for you cooperation.

Kind regards,

Casinia Casino Team