Complaint #4 Casinia Casino

Incorrect translation caused bonus removal, then bonus re-instated with wrong wagering requirements

By Robert E.

8 years ago

I went on their Campaigns-page to look how much I had wagered. It said 0%. Fair enough, some lags occur. Then I see a button at my bonus, same button as shown on the screenshot with my freespins bonus offer. The button says 'Ändra' which in Swedish means 'Change'. Thought it would change the wagering, update it somehow. Clicked the button, no warnings or anything, poof! Bonus is gone and I am certain I only had maximum 10% left of my wagering with, as you can see, a fairly big amount on my account.

I emailed them about it, and this is their response:

Dear Robert < surname removed >,

Thank you for contacting our Casinia Support Team.

We are glad to inform you, that your bonus in amount of 18542.00 SEK was successfully credited back on your account.

If you have any additional question please do not hesitate to contact us via email [email protected] or via Live Chat.

Best Wishes,
Casinia.com Team

However, they failed to mention that they also changed the wagering from the original 32,000SEK to a whopping 741,680.
I talked to the live support once again and asked about what the wagering was set to. Their response was simply 40x, not the amount, and I thought that the wagering had just been reset to 0, and I had to start over towards 32,000SEK once more. So I wagered about 8000SEK(and got my balance up to 20,000SEK) before asking once again, for the exact amount this time. And then I got the bad news stated above.
This is 40x not the original bonus, but the restored amount. Therefore making my bonus close-to impossible to fullfill the wagering.

So their translator made a button saying 'Change' instead of 'Remove' 'Cancel' or anything alike, and therefore I lost my whole bonus, when restored I got my wagering massively increased, and support keeps on claiming they can not do anything about it. I offered them to check up how much wagering was left on my active bonus before removal, and simply remove funds equal to the remaining wagering to complete it(this was in very good faith from my part, since there is no way I could lose a straight 100-200 spins while finishing up the bonus).

When I called upon them to tell them that this error is not my fault, its because of their poor translation, they said 'Thanks for your feedback, we will look into this'. But they seem to have no interest in restoring the original wagering, or helping me in any way. This is clearly an error from their side.

Disputed Casino Casinia Casino

Reason Bonus removal

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

robertwitt

• Sweden

8 years ago

After posting the complaint the issue was resolved, they removed the whole wagering on the bonus and turned my bonus funds into cash funds.

Casinia Casino

• Representative

8 years ago

Dear valued customer,

Let us congratulate you on your winnings!

We would like to inform that your bonus has been wagered and credited to your real balance.We are sorry for the misunderstanding which has appeared during the chat . We would like to thank you for your suggestions according to the translation, and want to assure you that it will be fixed any time soon.

We are always working on improving our service and try our best so you can have the nicest gaming experience from gaming and the best experience at our casino.

We will always be glad to see you at our site!

Best regards,
Administration

Casinia Casino Complaint Stats

Resolved 59 / 62

Avg. Amount $13,010

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casinia Casino Complaints

See all complaints for this casino

Withdrawal delay with Casinia

Hi Ask Gamblers,

I have an issue with Casinia Casino with my withdrawal. 117 € has been now pending unitl last Friday 24th. They claim to be very busy with ongoing transactions. Not a big deal however...

However this is happening in each of casinos on this brand. Spinanga, Malina and Ally Spin.

BR,

Jari

Resolved

€117

Delayed payment

I am writing to inquire about my payment of 1,500 PLN, which was scheduled for July 7th. Today is July 13th, and the funds have still not arrived in my account.According to your standard procedures, the processing time should take up to 3 days. However, it has now been nearly a week of delay.Could you please urgently check the status of this transfer and inform me when I can expect the money?

Resolved

zł1,500

I have crypto verification issues

I am unable to withdraw $10,561.83 in winnings from my Casinia account. The casino has neither paid the funds nor given me any workable way to complete verification.

I funded the account using cryptocurrency from a self-custody Exodus wallet, and I won the balance through fair play. When I requested my withdrawal [on or around [date], if known], Casinia asked me to upload "proof of account ownership" for the crypto wallet. The difficulty is that Exodus is a self-custody wallet — it holds no account in anyone's name and issues no document showing an account holder's name. The specific document they are asking for therefore does not exist for this type of wallet.

I have repeatedly asked Casinia what alternative proof they will accept, and I have offered to provide what is actually available: screenshots from my Exodus wallet showing my wallet address and the exact transaction I sent to Casinia, including the transaction ID, which is independently verifiable on the blockchain; and a screenshot of my wallet open alongside my logged-in Casinia account, to establish that the wallet is in my possession. Casinia has not told me whether any of this is acceptable, and has given me no guidance whatsoever on how to complete verification or withdraw my funds.

I have contacted customer support multiple times. On at least five separate occasions I was told my case would be sent "with urgency" to the relevant department, which would then contact me. No one has ever followed up, and my direct questions go unanswered.
I want to be clear that I am not refusing verification. I am willing to prove ownership of the wallet by any reasonable, standard method. I am asking that Casinia either accept the standard proof I can provide, or tell me precisely what they require, and then process the withdrawal of the $10,561.83 owed to me.

Unresolved

$10,562

Unwanted marketing received

Casinia casino continuously sends me marketing by email and SMS even though I have asked them to stop it multiple times. Unsubscribing will not stop it either. They have promised several times to stop it yet I still receive the spam from them. I demand them to explain me whether they are unwilling or incapable of stopping it. I also demand them to stop all marketing immediately. Attached some emails with them and an SMS marketing that I got from them today.

Resolved

Withdrawal delayed over 10 days

I have been with Casinia for a year, and my VIP level is 3. I have put a withdrawal request on 22nd April 2026 for 500 EUR on the same bank card that I used the deposit for and it's still under review with no end in sight (Today's date 30th April 2026). Their processing time for the same is 3 business days. I have spoken to my VIP manager and customer support many times and they give me vague answers like "the finance department is facing many requests so there is a delay, and you will have it soon." But isn't that the casino's responsibility to hire more people if they are having this problem? How is this billed on the player?

I have also preemptively sent them emails about my ID, address and the works in case verification is an issue, they said that they don't need any verification from my account at the moment and a note has been placed on my account with the email in case they need it. Please help me out.

Resolved

€500

Long treatment withdrawal period

Hello,

I am contacting you regarding a problem with Casinia Casino.

I have been a player for a year and have VIP status 3.

Until now, everything was fine, with payments arriving in approximately 48 hours.

Following a large win, I would like to withdraw my balance of €21,000.

I have several withdrawal requests that remain in verification status.

February 18th: €800

February 19th: €800

February 20th: €800

Normally, these are processed within a maximum of 3 days.

It is now February 26th.

I have contacted the chat several times, always receiving the same response: "Sorry for the delay, we have requested an expedited process from the finance department."

I would like clear answers about what is happening.

Sincerely,

Resolved

€23,500

Formal Complaint Repeated Cancellation of Withdrawals Without Valid Explanation

I am writing to formally complain about Casinia Casino’s repeated and unexplained cancellation of my withdrawal requests, despite my account being fully verified.

I have attempted multiple times to withdraw my winnings, and each withdrawal has been cancelled without a valid reason. On every occasion, your support team reassured me that everything was in order and that I did not need to worry, only for the withdrawal to be cancelled again afterwards without any explanation.

Initially, Casinia claimed the issue was related to my banking method, so I followed your advice and changed my withdrawal method to bank transfer. I then submitted a new withdrawal request of $1,000 via bank transfer. I was told by Casinia support that if this withdrawal were to be cancelled again, it would be due to my bank.

To rule this out, I contacted my bank directly. My bank confirmed that they do accept transactions from online casinos via bank transfer, and that there were no rejected or failed incoming transactions on their side. They also clarified that they do not accept casino payouts via Visa debit transfers, which contradicts the explanations provided by Casinia.

Additionally, I submitted my government-issued ID and driver’s license as requested and complied fully with all verification requirements. At no point have I been informed of any outstanding verification issues or missing documents.

Based on the above, it appears that Casinia is providing misleading and inconsistent information regarding the reason for my cancelled withdrawals. I have not been given a clear, documented, or legitimate explanation for why my legitimate winnings are not being paid.

I am formally requesting:

A clear written explanation for the cancellation of my withdrawals

Immediate processing and payment of my verified winnings

Full transparency regarding any alleged issues with my account or withdrawal method

If this matter is not resolved promptly, I will escalate this complaint to the appropriate regulatory authorities and independent dispute resolution platforms.

I expect a written response and resolution without further delay.

Sincerely, < first name removed >

Resolved

$1,000

2 month 400 EUR withdrawal delayed

Hi,

I've been waiting to receive the funds from my account with Casinia for two months.

My account was put under review and closed, and since then, I've been in contact with them, but they aren't answering my emails.

The only thing I've gotten after making an internal complaint with them was for them to ask for my bank details, even though I deposited via crypto. So I sent them my USDT address, which they have passed along to the relevant department, but still no answer.

I've been waiting two months for the withdrawal of 400 euros, and this is just too much time

Resolved

€400

Withdrawal withheld after account closure

On December 20, 2025, I requested two withdrawals from my Casinia account:
• CLP 700,000
• CLP 800,000

Both withdrawals were confirmed by official emails from Casinia on the same date, stating that the requests were accepted and would be processed by the Financial Department.

After these withdrawal requests, Casinia closed my account citing an “administrative decision.”

Despite submitting all requested identity verification documents, my withdrawals have not been paid. Casinia has provided no payment date and no Terms & Conditions clause justifying the retention of my funds.

I contacted Casinia multiple times via email, including a formal written request, but received no response.

The withdrawals were clearly requested and accepted before the account closure.

I am requesting AskGamblers’ assistance to recover my funds, which are being unjustly withheld.

Total amount withheld: CLP 1,500,000

Evidence: Withdrawal confirmation emails dated December 20, 2025 (attached)

Resolved

$1,500,000

Casinia Casino refuses to pay my verified winnings despite full evidence

Dear AskGamblers team,

I am submitting this formal complaint regarding an unresolved issue with Casinia Casino.

On 10.10.2025, I placed two roulette bets that resulted in clear winnings according to the game multipliers:

• $5 on number 18 × 250 = $1,250 (they credited only $125)

• $10 on number 15 × 750 = $7,500 (they credited only $300)

I immediately contacted the casino via live chat and email, providing screenshots, timestamps, and full evidence of both winning rounds. Despite multiple follow-ups over several days, I received only generic responses such as “your case is under review,” with no real action taken.

As a VIP Level 5 player who has wagered over $100,000 in the last two months, I find this unacceptable. The error is evident and verifiable. I have attached all screenshots showing the exact time, date, and round details.

It is worth noting that Casinia has a documented history of paying similar cases only after formal escalation on public platforms like AskGamblers and Casino Guru. I am therefore requesting your assistance in ensuring this case is reviewed transparently and that my rightful winnings are released immediately.

Thank you for your time and support.

Best regards,

< personal information removed >

Resolved