Complaint #81 Casinia Casino

Uncredited amount

By Piotr K.

1 year ago

I am a VIP player at Casinia Casino. As recently as March, I was wagering several million PLN, with over 400,000 PLN in my casino account. Being very satisfied with the support provided by my VIP manager, I trusted that I wouldn’t need to worry about any issues — especially considering my significant activity.

On March 15th, technical issues occurred at the casino. As a result, not all winnings were credited to my account, and to this day, the “relevant departments” are still “handling the matter.”

Generally speaking, the following two issues from March 15th remain unresolved:

1. After fulfilling the wagering requirement for the deposit bonus, the system credited 15,000 PLN to my account instead of 30,335.14 PLN. Simple math – 15,335.14 PLN is missing.

2. A win of 2,463.00 PLN from a bonus round in Sugar Rush 1000 was not paid out to my player account, and the game history doesn't show this win. Fortunately, based on my previous experience with technical problems, I took a screenshot with the visible Pragmatic Play ID.

I would also like to add that a similar situation occurred the same day in the game Snoop Dogg Dollars — identical to the one described above in Sugar Rush. In that case, I also had a screenshot showing the win, which I sent to my VIP manager. The missing amount of 23,990.40 PLN was credited to my account after a few days, which is why I simply do not understand why the smaller amount of 17,798.14 PLN (15,335.14 PLN + 2,463.00 PLN) still hasn’t been credited.

At this moment, I would prefer not to share the details of some actions taken by the casino regarding this matter, as I believe this is merely a misunderstanding or mistake — something that can be reviewed and, hopefully, will contribute to improving customer service.

Disputed Casino Casinia Casino

Reason Wrong calculations

Amount zł17798.14

Discussion

AskGamblers

• Support Team

9 months ago

Dear @Peteman33,

The AskGamblers Complaint Team is kindly asking you to assist the Casinia Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Casinia Casino

• Representative

9 months ago

Hello Peteman33,

Once again, we kindly ask you to please share the screenshot of the offer "CRM_NRC_150% plus 200 FS" which you had received via email.

Please note, till date you did not share the screenshot of this offer which you had received via email. We kindly ask you to share the full screenshot with the terms and conditions of this offer mentioned in your email.

We are willing to help you in this case. However, to check with the relevant department we kindly ask for your cooperation.

We will wait for your update.

Kind regards,
Casinia team.

AskGamblers

• Support Team

9 months ago

Dear @Peteman33,

You may need to ask the gaming provider for assistance.

Peteman33

• Poland

9 months ago

Dear All,

Is there any progress on my case?

Dear ASKGAMBLERS could you please advise me what how to start the case- not as a part od this complain and not connected to the Casinia's "Bonus Concerns" . I mean the missing 2,463.00 PLN from "Sugar Rush 1000". Can we check game results using the providers ID by asking Pragmatic for assistance ?

Thank you

Casinia Casino Complaint Stats

Resolved 56 / 58

Avg. Amount $13,716

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casinia Casino Complaints

See all complaints for this casino

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 >

Did not receive withdrawal manually

I've been waiting on a withdrawal from this operator for around 3 weeks.

They closed my account but said my full balance has been manually refunded.

They didn't process a large portion of my account balance yet, though, around 4000 USD.

I emailed them and confirmed the details of where to send the funds, and they said they are processing it, but that was many weeks ago.

I would like an update on when I will receive my withdrawal.

I have attached email correspondence, but have not received a response from them for several days now.

On live chat, I asked today, and they said they need more documents; however, they have not asked for any via email, and I cannot access my account to check anything.

Resolved

$4,000

Verification problems

I'm here to share a tremendously unfair case with you.

Hi, I need to send documents to verify my account. They're asking me to send the verification documents through my verification tab in my account, but I CAN'T access my account. They keep telling me everything is fine, but when I try to log in, it says my account is under review, so I CAN'T access my account and I CAN'T send any documents.

Then, they ask me to verify proof of deposits made at the casino. But I have no way of knowing what deposits I've made, since to find out, I'd have to review my account's deposit history to find out the date and then go to my MEXC wallet and take screenshots. But since I CAN'T access my account, it's impossible for me to send any documents.

And finally, they're asking me for proof of ownership of my wallet. I've spoken with MEXC, and they tell me they don't offer any similar service or documents, and that I can't send anything since they don't offer them. I've posted screenshots of my conversations with MEXC agents in which they say it's impossible, since cryptocurrencies are anonymous and my name isn't listed anywhere on that account!

This is truly unfair treatment. You're lying to my face and playing me.

Resolved

€2,000

Technical error Casinia

I've been waiting since January for a decision regarding the payout of the guaranteed jackpot prize. I drew two red balls, giving me half a million. I pressed another ball, and the game froze, with a technical error, which I'll share in screenshots. I checked the Posido casino, drew three green balls, and the amount was allocated. I continued playing. I reported the issue in the online chat, checked my cookies, and then sent an email with the information the casino requested.
In online chat, I received information that it was very possible I had won the top prize, which is why there was a bug in the game. Since then, the game has been inoperable at that casino. In February, I was informed that the issue was being addressed by the game provider and that I would receive an official response regarding the assigned top prize. Since then, nothing has happened.
The casino sent the case to the game provider requesting a prize. I contacted them via chat, but the consultants kept leaving the chat, access to my data was blocked, and I received no replies to my emails or didn't see anything. I was informed that I had to re-enter the game – the slot machine was removed from the casinos when I reported my information to the game provider. I haven't received any official response or compensation from the casino. Please help.
February: Official complaint - silence. In May, the matter was reported to Curacao, but there was no response. Therefore, I am asking for your help. I wrote to the game provider on LinkedIn, but they read it and didn't respond to my email, and there was no response either. The situation is similar to the one in Legiano, but the stakes are lower. I checked the game at another casino, and the same thing happened after the fact, and everything worked fine until the slot machine was in the casino. So, it's not a phone problem, but clearly a deliberate move by the casino.

Resolved

zł8