Casinia Casino - プレイヤーのアカウントは閉鎖されました。

Dear All,

On April 15th, my account was closed without prior notice and without access. I immediately requested an explanation and my account balance, as I have always fully complied with Casinia's terms and conditions. The response I received was that my account was closed and that I would be informed about my balance shortly.

On May 8th, they asked me for my cryptocurrency address to proceed with the payment. I provided the required information and again requested to be informed of my balance, but they lied to me again, saying they never paid me. Despite several follow-up emails, in which I was treated disrespectfully and wasted a lot of my time, yesterday I received a new message informing me that my account was closed and that my balance would be retained according to section 9.4 of their terms, which I consider completely false, as I have always acted completely legally and in accordance with their rules.

In short, my account was closed on April 15th, and despite repeatedly insisting on knowing my balance and receiving the corresponding payment, I have still not received a response. The aggravating factor is that on May 8th, they told me the payment would be made, asking for my cryptocurrency address. It is an objective and irrefutable fact that they have not been truthful. During these three months, I have experienced a wear-down technique from Casinia, intended to get me to withdraw my claim. However, I am convinced that I acted correctly at all times and am determined to fight to the end, as I firmly believe in justice.

I request an immediate resolution to this matter and payment of my balance, which I don't know exactly because they closed my account without warning and have never told me the balance despite my insistence for three months.

Thank you for your attention and I look forward to a prompt response.

Sincerely

Estimados,

El pasado 15 de abril, mi cuenta fue cerrada sin previo aviso y sin poder acceder a ella. Inmediatamente solicité una explicación y el saldo de mi cuenta, ya que siempre he cumplido al 100% con los términos y condiciones de Casinia. La respuesta que recibí fue que mi cuenta estaba cerrada y que en breve me informarían sobre mi saldo.

El 8 de mayo, me solicitaron mi dirección de criptomoneda para proceder con el pago. Les proporcioné la información requerida y, nuevamente, solicité que me informaran sobre mi saldo, pero me volvieron a mentir, porque nunca me pagaron. A pesar de varios correos electrónicos de seguimiento, en los cuales fui tratado de manera irrespetuosa porque me hicieron perder mucho tiempo, ayer recibí un nuevo mensaje indicándome que mi cuenta fue cerrada y que mi saldo sería retenido según la sección 9.4 de sus términos, lo cual considero totalmente falso, ya que siempre he actuado de manera completamente legal y conforme a sus reglas.

En resumen, mi cuenta fue cerrada el 15 de abril y, a pesar de haber insistido repetidamente en conocer mi saldo y recibir el pago correspondiente, aún no he obtenido respuesta. El agravante es que el 8 de mayo me indicaron que se realizaría el pago, pidiéndome la dirección de criptomoneda, siendo un hecho objetivo e irrefutable que han faltado a la verdad. Durante estos tres meses, he experimentado una técnica de desgaste por parte de Casinia, con el objetivo de que desistiera en mi reclamación. Sin embargo, estoy convencido de que he actuado correctamente en todo momento y estoy decidido a luchar hasta el final, ya que creo firmemente en la justicia.

Solicito una resolución inmediata de este asunto y  el pago de mi saldo, el cual no lo sé a ciencia exacta, porque me cerraron la cuenta sin previo aviso y nunca me han dicho el saldo a pesar de mi insistencia desde hace 3 meses.

Gracias por su atención y espero una pronta respuesta.

Atentamente

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you aren't clear about your remaining balance?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good afternoon, I just received my payment from Casinia. Problem solved. Thank you so much to Casinoguru for the mediation. I'm incredibly grateful. Your work and help are invaluable. Thank you.

Buenas tardes, acabo de recibir el pago de Casinia. Problema resuelto. Muchísimas gracias a Casinoguru por la mediación. Tremendamente agradecido. Vuestro trabajo y ayuda, tiene un valor infinito. Gracias

Dear chexus,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru