Casinia Casino - Uncredited amount

Dear Peteman33,

We would kindly request you to please fill the following form and send us back in the same format as this would help our relevant team to check further and give you an update at the earliest.

Game / Slot Name -
Game Provider -
Balance before the bet –
Date/Time -
Bet amount –
Win amount –
Bet ID - 




Waiting for your update.

Best regards,
Casinia team.

Dear Casinia Team,

A) Regarding technical issue no. 1:

After placing a 20 PLN bet on the game Big Atlantis Frenzy (Bet ID: 101659962837, Date: 15.03.2025, Time: 14:58, provider: BGaming), my account balance was 30,335.14 PLN.
Shortly after, I placed another bet in the same game, also for 20 PLN (Bet ID: 101659995685, Date: 15.03.2025, Time: 14:58, provider: BGaming), and my balance suddenly dropped to 14,980.00 PLN.

Both bets were placed consecutively, at the same time, in the same game.
Therefore, upon reviewing this, there is no doubt that — due to a technical issue — my balance decreased by 15,335.14 PLN.

I kindly request that the amount of 15,335.14 PLN be added back to my real balance.

B) Regarding technical issue no. 2:

Please note that the reported technical issue concerns the missing credit of a bonus round win to my player account. As a result, this win is also not reflected in the game history.
I am in possession of clear evidence in the form of a screenshot and the Pragmatic Play Game ID – 63948069324011. (PRAGMATIC Bet ID: 63948069324011, Date: 15.03.2025, provider: Pragmatic Play)

Given this information, I am confident that your team — independently or with the provider’s support — can easily confirm that the win amount of 2,463.00 PLN was not credited to my account

I kindly request that the amount of 2,463.00 PLN be added to my real balance.

Best regards to,
Peteman33

Hello Peteman33,

Thank you for sharing the vital information.

We are willing to help you in this situation at our very best. Therefore, we would kindly request you to please share the screenshot of this promotion, so on your behalf, we can check with the relevant department and help you with an update as soon as possible.

We kindly request you to please make sure you share the full screenshot of the promotion you had received. Thank you in advance!

We will be waiting for your update.

Kind regards,
Casinia team.

Dear Team,

1. Regarding issue number 1 – incorrect system calculations – I believe the name of the relevant promotion is a good lead. As my VIP manager was on leave, my weekly individual deposit bonus was assigned by a different person covering her duties.

The name of the promotion: "CRM_NRC_150% plus 200 FS", for example, might suggest that 200 Free Spins were credited to my account in addition to the deposit bonus, which of course did not happen – perhaps the system treated my funds with the maximum win limitation as it does in the case of "no deposit Free Spins bonus"?

Additionally, I provide the bonus ID: 62104335599.

2. In the case of “Sugar Rush 1000”, where I provide the PRAGMATIC ID, based on the data available to the client (limited to the last few bets), I conclude that your Tech Team should not have any difficulty identifying the Casinia bet ID. Attached you will find a screenshot from the game history of “Sugar Rush 1000” showing this – each PRAGMATIC ID is linked to a casino bet ID. Furthermore, even winning positions for specific bets are visible.

3. Despite the problematic situation, I would like to point out that I remain an active client. Hoping for a swift resolution of this matter, I am willing to continue our cooperation.

Best regards,
Peteman33

Hello Peteman33,

Thank you for the additional details. However, as you had shared the ID: 62104335599. This was enough.

Currently, we kindly request you to please share the screenshot of the promotion : "CRM_NRC_150% plus 200 FS" you received on 15th March, 2025.

Please make sure you share the entire screenshot without missing anything.

Once again, we are waiting for your screenshot. Thank you!

Kind regards,
Casinia team.

Hello Casinia Team,

Please find the screenshot attached.

However, I would like to emphasize that the data I am repeatedly being asked to provide is information that should already be available at the level of a customer service chat consultant, and certainly to your technical department. I kindly ask that you make use of your internal data resources so that I am not required to continue submitting additional screenshots.

Kind regards,
Peteman33

Dear Team,

I’m very glad to see that you are actively working on resolving issue number 1 – the “incorrect calculations made by the system.”

In the meantime, could you please provide an update regarding the second case – my uncredited winnings (PLN 2,463.00) in the "Sugar Rush 1000" game? -Since everything is already clear, I would be very grateful if the due funds could be credited.

Thank you in advance.

Hello Peteman33,

The screenshot you shared is from the your Casinia account. We do not want that. We are asking for the screenshot of this same offer you received via email. The promotion : "CRM_NRC_150% plus 200 FS" you received on 15th March, 2025, via email.

We need the screenshot of this offer with the terms and conditions for this offer which can be found in below the offer. Hence, we are asking for the screenshot of the entire email.

Therefore, we kindly request you to please make sure you share the entire screenshot without missing anything.

Once again, we are waiting for your screenshot. Thank you!

Kind regards,
Casinia team.

Dear Casinia,

Most of the bonuses I use are individual VIP bonuses, manually assigned to my account by relevant members of the Casinia team.
These offers are not delivered via email, which is why the “CRM_NRC_150% plus 200 FS” promotion was not received by email either.

Please also note that, as a customer, I do not maintain a full archive of every promotion I have ever received or used.

Therefore, I kindly ask you once again to investigate this matter using your internal system records, which should include:

- The source of the bonus (manual assignment, email distribution, or website activation);

- The employee who assigned the bonus

- The bonus parameters (individual or standard, wagering requirements, percentage, and other relevant details).

I believe this is a fair and constructive step, particularly considering that I have already provided all available information from my side.

I remain fully cooperative and sincerely hope that, with your support, this matter can be resolved promptly.

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear all,

We are waiting for our relevant team to share an update. We will give an update as soon as possible.

Thank you for being so patient with us! We really appreciate it.

Kind regards,
Casinia team.

Hello Peteman33,

We sincerely apologies for the delay. We do not mean to keep you waiting. We did sent another reminder to the relevant team.

Unfortunately! We are still waiting for an update.

Therefore, we asked for your co-ordination, if you could had provided the screenshot of this offer from the source you had received on March 15th, 2025 that could had been helpful to proceed with this case.

However, we have sent another reminder therefore , we believe, we should be able to provide an update as earliest as possible.

We still kindly request you to please check from your side as well and please share the screenshot of the offer from March 15th, as almost all the offers are promoted via email or other messenger application.

We are trying from our side as well.

Thank you for your time and patience.

Kind regards,
Casinia team.

Dear Team,

Since I submitted my request via the AskGamblers portal, I have remained active on your platform. Please note that in recent days I have made deposits amounting to one fifth of the amount I am currently claiming.

This clearly demonstrates my loyalty as a player, which is why I kindly ask you to consider my case positively, so that I can continue enjoying the experience on your platform.

As for the offer, while waiting for a response from your technical team, I believe that my former VIP manager will be able to confirm the individual terms that were applied to my account.

best regards,
Peteman33

Dear @Peteman33,

The AskGamblers Complaint Team is kindly asking you to assist the Casinia Casino team further and send the requested info.

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 requested info, 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.

Hello Casinia Team,

I was able to recover the deleted email files with the help of an IT specialist. Therefore, I am sending the required screenshot. It seems that my request should now be undisputed.
Additionally, I kindly ask you to share the external investigation results, which you surely already have.

Best regards,
Peteman33

Dear Casinia Team,

Attached you will find an email that your team has most likely also received. As I mentioned, I was able to recover the deleted emails with the help of an IT specialist. However, given the regulations you are likely subject to, I assume such emails are stored on your side as well. Therefore, I kindly ask you to verify and confirm this. Thank you.

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear all,

We are still awaiting a response from the relevant team and will share an update as soon as it becomes available. We apologize for the delay.

Thank you once again for your continued patience and understanding, it is truly appreciated.

Kind regards,
Casinia team

Dear Casinia Team,

Thank you for your recent update.

However, I must express my growing concern regarding the continued delay in resolving the issues related to my account balance. It has now been over a month since I first submitted my case via AskGamblers, and I have yet to receive a substantive response or even an estimated timeframe for resolution.

What adds to my confusion is that I encountered nearly identical balance discrepancies with other two casinos operated by the same operator, and both were acknowledged and resolved on the same day the issues were reported. Since all three platforms share the same operator, I struggle to understand why this particular case is taking significantly longer.

Could you please confirm the following:

1. An estimated time for resolution of the missing 15,335.14 PLN, or at least a clear timeframe for your next update.


2. The current status and actions taken regarding the second issue – the missing 2,463.00 PLN from a bonus round in Sugar Rush 1000.

Your continued delays without tangible progress risk undermining trust in your platform. While I remain patient and cooperative, I respectfully request more transparency and urgency in addressing these matters.

Thank you in advance for your attention to this.

best regards,
Peteman33

Dear Peteman33,

We kindly want to inform you that the screenshot of the email you sent is from 7th March. And the offer is from 15th March.

We believe, both the offers are of 150% offer, hence, the confusion. Please note, one was from your VIP manager. and the other was CRM offer. “CRM_NRC_150% plus 200 FS”

Your VIP offer was only 150%. [7th March]
And your CRM offer was 150% + 200 FS (FreeSpins) [15th March]

We will wait for your update. Thank you!

Kind regards,
Casinia team.

Dear @Peteman33,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear All,

In the attachment, you will find the confirmation that the VIP Team has added the bonus to my account

Bonus VIP Communication – Original & Translation (14 March 2025)

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Casinia Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.