Casinia Casino - Το αίτημα ανάληψης του παίκτη καθυστερεί και η πρόσβαση στον λογαριασμό είναι περιορισμένη.

I am writing to formally lodge a complaint against Casinia Casino regarding unfair treatment, groundless blocking of my communication channels, and the withholding of my funds. There is currently a massive balance of 4,951,000 (nearly 5 million) on my player account, which I legally won while playing on the platform.

​My account verification has been artificially dragged out since May 19th. I have provided a complete set of the requested verification documents, yet the process has been stuck in limbo for nearly two months. My critical question is: why has this verification process been ongoing since May 19th, and for what reason has no final decision been made?

​As a VIP player, I have been completely cut off from customer support. During a live chat conversation, an agent named Agnieszka officially stated that the casino does not have any maximum time limit to complete account verification. When I firmly started questioning the reasons behind such an extensive delay, my access to the live chat feature was completely blocked and disabled. Furthermore, my dedicated VIP Manager, Nicole, has been ignoring my emails for days and remains completely silent.

​I must emphasize the blatant double standards in the casino's operations: my deposits were accepted instantly and without any barriers, yet this massive issue only appeared when it came to withdrawing my winnings. Additionally, in the past—during this exact same pending verification—the financial department successfully processed a manual withdrawal for me, which proves that the current block is solely due to the casino's bad faith.

​I feel blatantly cheated and ignored due to the size of my winnings. I urgently request the assistance of the mediators to intervene, force the casino to explain why this case has been stalled since May 19th, restore my live chat access, and facilitate the withdrawal of my fu

nds.

Casino Name: Casinia

Player ID/Username: [email hidden by Casino Guru]

Disputed Amount: 4,951,000

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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.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Which documents did you send to the casino for the verification of your account? Have any of your documents been reviewed and approved by the casino's relevant department?

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

Dear Veronika,

​Thank you for your help. Here are the detailed answers to your questions:

​Games played: I played many different games, but the main winnings (the Wonderpot Jackpot) were accumulated while playing "Majestic Zeus".

​Bonus usage: No, these winnings were accumulated entirely without any active bonus.

​Previous withdrawals: Yes, I have made many successful withdrawals in the past without any verification issues. Problems only started after I won the large jackpot. At that point, the casino suddenly imposed additional, specific conditions (e.g., requiring a wagering of 250,000 PLN to withdraw 8,500 PLN), claiming it was due to verification issues, even though everything had proceeded correctly before.

​Verification documents: I have submitted my ID and bank statements. Regarding the bank account, I also submitted my mother's (J. P.) bank statement because some deposits were made from her account. My VIP manager at the time, Nicole, explicitly confirmed to me that this was acceptable. Now, the casino claims that my details do not match, refuses to process my withdrawals, and ignores my emails. They only started responding after I filed this complaint through Casino Guru.

​I have attached screenshots of my previous successful withdrawals and the communication regarding the conditions set by the casino. Please let me know if you need any further information.

​Best regards,

Celina

am submitting a formal complaint against Casinia Casino regarding a severely delayed and wrongfully withheld payout of 3,000,000 PLN.

​Here are the details of my case:

​Casino Name: Casinia

​Amount in Dispute: 3,000,000 PLN

​Account Status: Fully verified. The system explicitly confirms that no further verification is required.

​The Issue: After accumulating a massive win of 3,000,000 PLN, I requested a withdrawal. Instead of processing my funds, the casino is arbitrarily blocking the payout, and their support team has essentially cut off communication, giving generic automated templates or ignoring my direct inquiries.

​I have complied with all rules, my account verification is complete, yet they are withholding my legitimate winnings without any valid justification.

​I kindly ask Casino Guru to intervene and help me resolve this matter, as the casino is refusing to release my funds. I can provide screenshots of my account, verification status, and communication history upon request.

​Thank you for your time and assistance.

​Best regards,

​Celina A.

Thank you for your responses and for providing me with more information regarding your account. I have reviewed the Terms and Conditions of Casinia Casino, and this is what I found regarding the deposits:

4.1 By opening an account on our Website and by using our Website you warrant that:

(...)

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that, based on the information currently available to us, this appears to be a breach of the casino’s payment method rules. Some casinos may allow exceptions when a joint payment method is used, or when the player has received prior approval to use a payment method belonging to another person.

Technically, it can be difficult for a casino to verify the ownership of a payment method at the time a deposit is made. This is often checked later during the account verification process, typically when a withdrawal is requested. Therefore, it is the player's responsibility to use only payment methods that are permitted by the casino.

Please forward me any confirmation or approval from the casino allowing you to use your mother's bank account to make deposits. You can send it to me at [email protected].

If you are unable to provide evidence that you are the legitimate owner of the payment method and you did not receive prior approval from the casino to use a third-party payment method, I am afraid that our options for assisting you may be limited.

Dear Celina00,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Celina00. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Celina00

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, Samuel ([email protected]). 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

Dear Celina00,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for bringing this to our attention.

Upon review, we can confirm that the account is open. Following the successful completion of the account verification process, the player has been regularly submitting and receiving withdrawal requests.

To clarify our verification policy, section 5.3 of our Terms and Conditions dictates that withdrawals are placed on hold during verification process:

"You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification."

Once verification process was completed, withdrawal processing resumed. During August alone, we have successfully processed and completed 19 separate withdrawal requests totaling 54,200 PLN (seventeen 3,000 PLN transactions, one 2,000 PLN transaction, and one 1,200 PLN transaction).

All payouts strictly adhere to our terms regarding monthly withdrawal limits and active VIP tiers. The player's account is currently at VIP Level 3, which carries a daily limit of 3,200 PLN and a monthly cap of 50,000 PLN.

We kindly invite the player to clarify if there are any outstanding issues that have not yet been addressed.

Kind regards,

Casinia Team

Hello everyone,

Dear Casinia Casino,

thank you for the detailed explanation and for providing the additional information regarding the player's verification and withdrawal history. I appreciate the clarification.

Dear Celina00,

could you please confirm whether the casino's explanation matches your current situation?

According to the casino, your account is open and withdrawals have been regularly processed following the completion of your verification. They also state that 19 withdrawals totaling 54,200 PLN were processed during August.

Please let me know if you still have any outstanding amount that you are waiting to withdraw. If so, please indicate approximately how much remains to be withdrawn and whether you are currently able to submit further withdrawal requests.

If everything is now in order and you have no remaining issue with the withdrawals, please let me know as well.

Thank you both for your cooperation.

Dear Celina00,

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,
Samuel
Casino.Guru