Casinia Casino - Η ανάληψη του παίκτη καθυστέρησε.

My Casinia casino account is fully verified, but the casino has been deliberately and illegally withholding my withdrawal of PLN 9,000 for weeks.

The casino promised the withdrawal would be processed within a few days, but the deadline has passed, and the money hasn't arrived in my account. Every attempt to contact them ends in deception, spin, and boilerplate messages about "patience." Furthermore, whenever I try to get specific information, the live chat agents cowardly close the chat window in my face and refuse to provide further assistance.

I am sending attached

full documentation and screenshots confirming the situation. I am asking Casino Guru to intervene and help me recover my funds.

​Sincerely,

[redacted]

Moje konto w kasynie Casinia jest w pełni zweryfikowane, jednak kasyno od tygodni celowo i bezprawnie przetrzymuje wypłatę moich środków w wysokości 9000PLN.

​Kasyno deklarowało, że wypłata zostanie zrealizowana w ciągu kilku dni, jednak minal wyznaczony czas, a pieniędzy na koncie nie ma. Każda próba kontaktu kończy się zwodzeniem, kręceniem i wysyłaniem szablonowych wiadomości o „cierpliwości". Co więcej, konsultanci na czacie na żywo, gdy tylko próbuję uzyskać konkretne informacje, tchórzliwie zamykają okno rozmowy przed moim nosem i odmawiają dalszej pomocy.

​W załączeniu przesyłam

pełną dokumentację oraz screeny potwierdzające sytuację. Bardzo proszę Casino Guru o interwencję i pomoc w odzyskaniu moich środków.

​Z poważaniem,

[redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Celina01,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Celina01,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I am filing an official complaint against Casino Casino for unprofessional behavior, misleading communication, and a VIP system failure.

​VIP Manager Neglect: My assigned VIP manager, Nicole, explicitly promised to help me maintain my VIP status at level 3. Instead of providing the promised assistance or clarifying requirements, she completely stopped responding to my inquiries.

System Error and False Claims: Despite regularly depositing and placing high stakes (e.g., betting 30,000 PLN on August 13, 2026), my VIP level was suddenly reduced from 3 to 1. Furthermore, my VIP progress remains frozen despite continued activity and deposits.

Misleading Support: When I contacted support, the agent (David) claimed my level had been downgraded due to inactivity over the past month (terms 6.12). This is patently false. I have attached screenshots of my account history confirming consistent activity, including play on August 11, 12, and 13, 2026.

Withdrawal Block: In addition to the status downgrade, my withdrawals are blocked with a false message about exceeding limits, even though I have no pending withdrawal requests.

The casino is using false claims about my activity to justify an unfair demotion and hold on my funds, while my manager refuses to contact me. I request mediation to restore my VIP level 3 status, address the manager's negligence, and remove the unjustified hold on my withdrawals.

Player details:

Registered email: [redacted]

​Username/Account ID: [redacted]

składam oficjalną skargę na casina kasyno w związku z nieprofesjonalnym zachowaniem, wprowadzającą w błąd komunikacją oraz awarią systemu VIP.

​Zaniedbanie ze strony menedżera VIP: Moja przypisana menedżer VIP, Nicole, wyraźnie obiecała mi pomoc w utrzymaniu statusu VIP na poziomie 3. Zamiast udzielić obiecanej pomocy lub wyjaśnień dotyczących wymagań, całkowicie przestała odpowiadać na moje zapytania.

​Błąd systemu i fałszywe twierdzenia: Pomimo regularnych wpłat i obstawiania wysokich stawek (np. zakłady po 30 000 zł w dniu 13 sierpnia 2026 r.), mój poziom VIP został nagle obniżony z 3 na 1. Co więcej, mój postęp w programie VIP pozostaje zamrożony, mimo ciągłej aktywności i dokonywania wpłat.

​Wprowadzająca w błąd obsługa: Gdy skontaktowałam się z obsługą, agent (Dawid) stwierdził, że mój poziom został obniżony z powodu braku aktywności w ciągu ostatniego miesiąca (regulamin 6.12). Jest to ewidentnie nieprawdziwe. Załączam zrzuty ekranu z historii mojego konta potwierdzające stałą aktywność, w tym grę w dniach 11, 12 i 13 sierpnia 2026 r.

​Blokada wypłat: Oprócz degradacji statusu, moje wypłaty są blokowane fałszywym komunikatem o przekroczeniu limitów, mimo że nie posiadam żadnych oczekujących wniosków o wypłatę.

​Kasyno wykorzystuje fałszywe twierdzenia na temat mojej aktywności, aby uzasadnić niesprawiedliwą degradację i blokadę środków, podczas gdy mój menedżer odmawia kontaktu. Proszę o mediację w celu przywrócenia mojego 3. poziomu VIP, zajęcie się sprawą zaniedbania ze strony menedżera oraz zniesienie nieuzasadnionej blokady wypłat.

​Dane gracza:

​Zarejestrowany e-mail: [redacted]

​Nazwa użytkownika / ID konta: [redacted]

Please note that Casino Guru generally does not mediate disputes concerning VIP status, VIP benefits, or withdrawal limits that are dependent on VIP levels. As casinos are generally entitled to set and modify the conditions of their bonus and rewards programs at their discretion, we are unfortunately unable to intervene in this matter.

However, we can still assess whether there is a legitimate issue with the withdrawal itself. To clarify the situation, please provide the following:

• Is your account currently fully KYC (Know Your Customer) verified? Please also provide a screenshot of the account verification page showing your current verification status.
• Are the winnings you are trying to withdraw derived from a bonus or promotion?
• When was your last successfully completed withdrawal, how much was it, and how long did the casino take to process it?
• Please provide a screenshot of your account's withdrawal history page.

Thank you in advance for your answer.

Dear Celina01,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, 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 resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru