Casinia Casino - Las ganancias del jugador fueron confiscadas.

I have been playing at Casinia for a few days and everything is fine, but yesterday, 17/02, I bought some €150 bonus spins, where I made a profit of approximately €200, but to my surprise, after leaving the bonus, the game closed, and when I re-entered, I only had €0.45, the amount I had just after starting the bonus. I have written several times without a response. I want the money I won back, or failing that, the amount I bet. I am attaching photos of the balance before starting the bonus round and after.

Llevo unos días jugando en casinia y todo bien, pero ayer, día 17/02, compré unas tiradas bonus de 150€, donde se consiguieron unas ganancias de 200€ aproximadamente, pero mi sorpresa fue que, tras salir del bonus, se cerró el juego, y al volver a entrar, solo tenía 0,45€, cantidad que tenía justo después de iniciar el bonus. He escrito varias veces sin respuesta. Quiero que me devuelvan el dinero que gané, o en su defecto, la cantidad que aposté. Adjunto fotos del saldo antes de iniciar la ronda bonus y después.

Dear checamanu23,

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 see the bonus spins you bought in your game history and in your transaction history? If so, please send me additional screenshots.

Have you contacted customer support after you found out that your winnings have not been credited to your account?

Please request the casino to send you the gaming history from 17 February in Excel format and then forward it to me at veronika.f@casino.guru.

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

I have contacted them several times and they just give me the runaround.

Me he puesto varias veces en contacto y solo me dan largas.

Thank you for your response. From the screenshots you provided, it appears that the €150 was spent on a single bet, which resulted in a loss. Could you please request the casino to send you your gaming history in Excel format and forward it to me at veronika.f@casino.guru?

Without evidence of any bonus spins and the winnings from those, we won’t be able to continue with the investigation. Thank you for your understanding.

Of course, they spent it on a bonus game, which later gave a prize of €200. I have been trying for weeks to get the Excel, but they don't answer me.

Claro, se gastaron en una partida de bonificación, que dio luego un premio de 200€. Llevo semanas intentando que me den el Excel, pero no me contestan.

Thank you for your reply. Unfortunately, without sufficient evidence to demonstrate that the bet was not lost by you in regular gameplay, we are unable to continue with the investigation and request assistance from the casino.

Please note that our complaint resolution procedure requires us to follow specific steps, and one of the most important aspects from the player's side is to provide as much evidence as possible. From the screenshots of your gaming history, I can only see one bet of 150 € that ended in a loss, which does not provide the necessary evidence to support your claim.

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.