Complaint #22 Casinia Casino

Winnings not paid out and account closed with no proper justification

By gouravsharma

3 years ago

Message on forum

This casino refused to pay out my winnings. I placed a single bet on evolution gaming baccarat game and I won that bet of around 250 USD. When I tried to withdraw my funds they do not allow me to withdraw more than 40,000 INR, so I made a withdrawal request of less than 40,000 INR and left the remaining funds in my wallet. When the next day I login into my account to check out the pending withdrawal I was shocked to see my account was closed. While going through their live chat option they did not give any satisfactory answer. Then I tried to contact them via email, so they stated that I have breached the casino terms and violations but I have all the proof that I have not violated the terms and conditions I just played with my real money. I have not used any of their bonuses I have only one single account I placed a bet so I have not used any unfair betting strategies still they refused to pay out my winnings please help in this case I can provide all documents and all evidence to support my accusation. And also when I asked them please justify the reason or explain why they have not paid out my winnings they were unable to explain this to me and I am sure they cannot because I have not breached any of their terms. As I am unable to login into my account I cant provide you with my winning history but I can provide you all other relevant evidence like the deposited amount and the thread of the chat of their support system. Kindly request Askgamblers to contact that casino and ask them to give any kind of evidence that proves that I have breached any of their term and condition. I am here because after reading each and every point of their term and condition I'm here because I have not breached any of their mentioned points.

I just want my funds back or if they are not doing this so then just ask them to prove that I was playing and using improper batting strategies please help.

Disputed Casino Casinia Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinia Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

3 years ago

Dear Casinia Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player and send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

gouravsharma

3 years ago

dear sir as the casino is saying that I have reached their term and condition according to their paragraph 9.3I can assure I have not used any kind of such betting I request ask gambler to please ask the casino for clarification and justification what kind of improper batting was used I have just placed one bat and win that Seoul how this can be improper betting I kindly request ask gambler to furtherAsk from my batting history from casino and kindly make a judgement how that was improper battingThe casino is unable to explain the reason why and vote improper batting strategies was used I don't know how this is possible they are sayingBecause I just I just make a deposit without using any of their bonus and start playing and I just played and winOn the very first bet placed I don't have any other account I don't use any kind of a strategy I don't behave like improper betting any kind of thing like that and I kindly askThe casino if you are not paying out my winnings then please clarify the reason and please provide any kind of evidence that proves that I was using improper betting strategies Or if you cannot do so then please give me access to my account so I can provide my bet history to ask gambler so they can check it out and judge who is wrong here

Casinia Casino

• Representative

3 years ago

Dear all,

Thank you for reaching out!

We would like to kindly draw your attention to the fact we reserve the right to close the account and void winnings if we detect betting patterns that are deemed to be abusive, as it is stated in article 9.3 of our Terms and Conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

After a check of the user’s session was done, the relevant department came to a conclusion that an abusive pattern had been used, therefore the account was closed with winnings voided.

Best regards,
Casinia.com

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