Casinia Casino - L'account del giocatore è stato chiuso senza motivo.

Good morning,

I would like to report a situation that really surprised me.

In the early afternoon of July 9, 2026, my gaming account was closed and since then I have no longer been able to access it in any way, without any explanation or reason being provided.

This leaves me even more perplexed because, in the early morning of the same day, I had regularly received a withdrawal from my account and, a few hours later, I suddenly found myself with my account closed.

I'm truly shocked by what happened, especially considering I was a Level 4 VIP customer and was very satisfied with your casino. For this very reason, I can't understand such a decision, made without any prior warning or clarification.

I kindly ask you to provide me with a detailed explanation as soon as possible regarding the reasons for closing my account and to verify whether it was an error.

I look forward to hearing from you.

Best regards.

Buongiorno,

desidero segnalare una situazione che mi ha lasciato davvero sorpreso.

Nel primo pomeriggio del 09/07/2026 il mio conto di gioco è stato chiuso e da quel momento non mi è più possibile accedervi in nessun modo, senza che mi sia stata fornita alcuna spiegazione o motivazione.

La cosa mi lascia ancora più perplesso perché, nella prima mattinata dello stesso giorno, avevo regolarmente ricevuto un prelievo sul mio conto e, a distanza di poche ore, mi sono ritrovato improvvisamente con l'account chiuso.

Sono sinceramente stupefatto da quanto accaduto, soprattutto considerando che ero un cliente VIP di livello 4 e che mi stavo trovando molto bene con il vostro casinò. Proprio per questo motivo non riesco a comprendere una decisione del genere, presa senza alcun preavviso o chiarimento.

Vi chiedo cortesemente di fornirmi quanto prima una spiegazione dettagliata sulle ragioni della chiusura del mio conto e di verificare se si sia trattato di un errore.

Resto in attesa di un vostro gentile riscontro.

Cordiali saluti.

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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.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise if you had any remaining real money balance in your casino account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Greetings

I have never placed sports bets or used the live casino. My winnings come exclusively from real money which I constantly deposited and played on slot machines. I was never asked to verify them. My winnings were obtained entirely without any active bonus. My gaming account remained with approximately 7,000 EUR, all in real balance, 6,100 on the account and 900 in pending withdrawal which was automatically cancelled after my account was blocked.

Best regards.

[Edited]

Salve

Non ho mai affettuato scommesse sportive ne usufruito del casino live le vincite provengono esclusivamente da denaro reale il quale constantemente depositavo e giocavo su slot machine, la verifica non mi e mai stata chiesta, le vincite sono state ottenute interamente senza alcun bonus attivo, nel mio conto di gioco sono rimasti all incirca sui 7000 EUR tutti in saldo reale 6100 sul conto e 900 di prelievo in attesa il quale mi e stato automaticamente annullato dopo il blocco del conto

Cordiali saluti.

[Redacted]

Hello BubbaPolice,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BubbaPolice,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

The casino claims that I have violated these terms and conditions which I do not believe I have done such as abusing casino promotions, which is absolutely not true given that 99.99% of the winnings come from real balance which I deposited into the account regularly and although I received deposit bonuses they were never activated.

Il casinò sostiene che io abbia violato questi termini e condizioni cosa che io non ritengo di aver fatto come ad esempio l abuso di promozioni del casino, cosa assolutamente non vera dato che il 99.99% delle vincite deriva da saldo reale il quale ho depositato sul conto regolarmente e nonostante avessi ricevuto dei bonus al deposito essi non sono mai stati attivati

Thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.