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I am submitting a complaint regarding an online casino that has not processed my withdrawal requests.

I requested three withdrawals of 300 each (total: 900).

Two requests were submitted on 16/04/2026 and one request on 17/04/2026.

My account was fully verified on 22/04/2026, and all required documents were provided and approved.

As of today, all three withdrawals remain pending. I have not received a clear or meaningful response from the casino explaining the delay.

I have complied with all terms and conditions and completed the verification process, yet the payments have not been processed.

I request your assistance in reviewing this case and helping to resolve the issue.

Casino name: Mania casino .io

Account email [email address hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Based on the screenshots you uploaded with your complaint, it appears that your withdrawal requests were declined by the casino. Have you contacted customer support to ask for the reason why the payments could not be processed?
• Have the unsuccessful withdrawal requests been returned to your gaming account?
• Have you made any successful withdrawals from this casino before?
• Which payment methods have you used to deposit funds into this casino? Have you selected the same methods for your withdrawals?
• Have you tried selecting a different payment method to see if the payments would be approved and processed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Thank you for your response and for considering my case.

Regarding your questions:

I contacted the casino's customer service department several times. Unfortunately, I did not receive a specific and clear explanation as to why my withdrawal requests were rejected. I was mainly told that there was a delay in verification.

Yes, all failed withdrawal requests were returned back to my gaming account.

So far, I have not had a single successful withdrawal from this casino.

I used a bank card to deposit funds. When withdrawing, I tried both the same method and other available methods, but without success.

Yes, I tried with the card I made the deposit with but the transactions were canceled.

I believe that I have met all the requirements on my part and have cooperated fully, but I am still unable to receive my funds without a clear reason.

I ask for your assistance in resolving this case.

Thank you in advance.

Здравейте,

Благодаря Ви за отговора и за това, че разглеждате моя случай.

Относно въпросите Ви:

Свързах се неколкократно с отдела за обслужване на клиенти на казиното. За съжаление, не получих конкретно и ясно обяснение защо заявките ми за теглене са отхвърлени. Основно ми беше посочено, че има забавяне във верификацията.

Да, всички неуспешни заявки за теглене бяха върнати обратно в игралната ми сметка.

До момента не съм имала нито едно успешно теглене от това казино.

Използвах банкова карта за депозиране на средства. При теглене съм опитвала както същия метод, така и други налични методи, но без успех.

Да, опитах с картата която съм направила депозита но транзакциите са канцелирани 

Считам, че съм изпълнила всички изисквания от моя страна и съм съдействала напълно, но въпреки това не мога да получа средствата си без ясна причина.

Моля за Вашето съдействие за разрешаване на случая.

Благодаря Ви предварително.

Hello,

Thank you for your response and for considering my case.

Regarding your questions:

I contacted the casino's customer service department several times. Unfortunately, I did not receive a specific and clear explanation as to why my withdrawal requests were rejected. I was mainly told that there was a delay in verification, as well as a bonus-related issue, without providing clear details.

Yes, all failed withdrawal requests were returned back to my gaming account.

So far, I have not had a single successful withdrawal from this casino.

I used a bank card to deposit funds. When withdrawing, I tried both the same method and other available methods, but without success.

Yes, I tried with the card I made the deposit with, but the transactions were declined.

I would also like to clarify that I do not consider the bonus claim to be justified. I have made withdrawals of smaller amounts (e.g. 100), which I subsequently canceled and continued playing with the funds. All funds were actually played by me.

I currently have three withdrawal requests of 300 each, which are just waiting to be processed. I am not sure what bonus this is, as I am not aware of any active bonus that would prevent withdrawals.

I believe that I have met all the requirements on my part and have cooperated fully, but I am still unable to receive my funds without a clear reason.

I ask for your assistance in resolving this case.

Thank you in advance.

Здравейте,

Благодаря Ви за отговора и за това, че разглеждате моя случай.

Относно въпросите Ви:

Свързах се неколкократно с отдела за обслужване на клиенти на казиното. За съжаление, не получих конкретно и ясно обяснение защо заявките ми за теглене са отхвърлени. Основно ми беше посочено, че има забавяне във верификацията, както и че има проблем, свързан с бонус, без да се предоставят ясни детайли.

Да, всички неуспешни заявки за теглене бяха върнати обратно в игралната ми сметка.

До момента не съм имала нито едно успешно теглене от това казино.

Използвах банкова карта за депозиране на средства. При теглене съм опитвала както същия метод, така и други налични методи, но без успех.

Да, опитах с картата, с която направих депозита, но транзакциите бяха отказани.

Бих искала също така да уточня, че не считам твърдението за бонус за основателно. Правила съм тегления на по-малки суми (например по 100), които впоследствие съм отменяла и съм продължавала да играя със средствата. Всички средства са били реално разигравани от мен.

Към момента имам три заявки за теглене по 300, които просто изчакват обработка. Не ми е ясно за какъв бонус става въпрос, тъй като не съм запозната с наличието на активен бонус, който да възпрепятства тегленето.

Считам, че съм изпълнила всички изисквания от моя страна и съм съдействала напълно, но въпреки това не мога да получа средствата си без ясна причина.

Моля за Вашето съдействие за разрешаване на случая.

Благодаря Ви предварително.

I would like to add additional information to the answer I already sent.

I noticed that an amount of £20 that was previously charged by casino mania on 24/03/26

in my balance, it is now missing, with no explanation provided for this.

This further increases my concerns about the correctness of the processing of funds in my account.

Thank you in advance for your cooperation.

Бих искала да добавя допълнителна информация към вече изпратения от мен отговор.

Забелязах, че сума от 20 паунда, която преди това беше начислена от мания казино на 24.03.26 

в баланса ми, вече липсва, без да е предоставено обяснение за това.

Това допълнително засилва притесненията ми относно коректността на обработката на средствата по моята сметка.

Благодаря Ви предварително за съдействието.

I am attaching screenshots that show the history of bets, canceled withdrawals, and subsequent withdrawal requests of 300, which were in pending status and were subsequently canceled without a clear explanation.

Прилагам скрийншоти, които показват хронологията на залози, отменени тегления и последващи заявки за теглене по 300, които са стояли в статус pending и впоследствие са анулирани без ясно обяснение."

The casino replied that I breached bonus terms (restricted games), but they did not provide any specific details (which games, when, or which bonus).

My withdrawals were cancelled and my balance is now zero, with no funds returned.

I did not continue playing after requesting withdrawals.

Please ask the casino to provide evidence and explain what happened to my funds.

Hello Veronika,

I would like to correct one part of my previous message.

The cancelled withdrawals were NOT returned to my account balance. My current balance is 0, and the funds are missing.

I apologize for the confusion and would like to clarify that this is the main issue – the withdrawals were cancelled, but the money was not returned to my account.

Thank you for your understanding.

Thank you for keeping me updated.

Could you please send me a link or a screenshot of the bonus under which you accumulated the winnings you’ve been trying to withdraw?

Additionally, please specify which games you played while the bonus was active.

Since the casino claims that you breached the bonus rules by playing restricted games, could you let me know if you saw any warnings or pop-up notifications during gameplay indicating that certain games could not be played while the bonus was active?

If possible, please also forward the email you received from the casino regarding the confiscation of your winnings to [email protected].

Thank you in advance for your cooperation.

Dear Veronika,

Thank you for your message.

Regarding the bonus, I no longer have access to it in my account and I did not take a screenshot at the time, as I had no reason to expect any issues.

I played for approximately two to three days while the bonus was active. During this time I was winning and I successfully submitted withdrawal requests, which were processed/accepted by the casino at the time.

I had three withdrawal requests of €300 each:

Two withdrawals on 16.04.2026

One withdrawal on 17.04.2026

These withdrawals were created while I was playing normally, and at no point was I informed that I was doing anything wrong or that I had violated any bonus rules.

I mainly played slot games, although I do not remember all exact game names.

I also confirm that I did not receive any warnings, pop-ups, or notifications during gameplay indicating that certain games were restricted while the bonus was active.

Additionally, I have not received any official email from the casino regarding the confiscation of my winnings. All communication was only through live chat.

From my side, I acted in good faith and followed the bonus conditions as presented during gameplay, without any indication of violation.

Please let me know if you require any further information.

Не съм получавала никакви предупреждения, че играя забранени игри."

Dear Veronica

I'm sending you screenshots of the withdrawals.

Скъпа Вероника

изпращам ти скрийшотове на тегленията.

The game I played for a few days while waiting for verification was winning.

Играта която играех няколко дни докато чаках верификация печелих е

Dear Casino Guru team,

I am writing to provide clarification regarding my complaint against the casino, as I believe there are inconsistencies in how my case has been handled.

During my gameplay, I did not receive any visible warnings or clear indications that I was using a restricted bonus or that certain games were not allowed under any active promotion. At no point was I made aware in a clear and noticeable way that I was breaching any bonus terms.

The casino now claims that my winnings were confiscated due to a violation of their bonus terms (section 7.6), stating that I played restricted games with an active bonus. However, I do not understand which bonus they are referring to, as there was no clear communication or warning shown to me during my play.

Additionally, my withdrawals were initially accepted and appeared as normal processing for several days. Only later were they cancelled without prior warning or clear explanation at the time of request.

There was also a significant delay in the verification (KYC) process, which took more than one week. This delay occurred while my withdrawals were pending, and I believe it contributed to the overall confusion and later cancellation of my transactions.

To summarize:

I did not receive any clear bonus restriction warnings during gameplay

I was not aware of any active bonus conditions being breached

Withdrawals were initially accepted and later cancelled

KYC verification was significantly delayed

The casino has not provided specific, transparent evidence explaining exactly what was violated and when

I kindly ask for a full review of the case, as I believe the application of the bonus rules and the cancellation of withdrawals lack sufficient transparency and consistency.

Thank you for your time and assistance.

Kind regards,

Tsvetomira

I want to make it clear that I have never accepted or used any bonus.

I played only with what I believed were real funds. If any bonus was applied to my account, it was done without my knowledge or consent.

I also recently received 20 GBP in my account without requesting it, which raises further concerns about how funds and bonuses are being added.

I do not accept any claims that I violated bonus terms.

I expect my withdrawals to be processed accordingl

Dear Tsvetomira1973

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Tsvetomira1973,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Mania Casino to join the conversation.

Dear Mania Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tsvetomira1973,

Thank you for your email. I have responded you with more information as I have received in the response from the casino.

I have requested additional information and supporting evidence from the casino, which should allow for a more complete assessment of the situation once received.

In the meantime, could you please confirm whether you are disputing that any bonus was used in this case?

Can you please provide my your full bonus history?

Dear Mihai,

Thank you for your email and for requesting additional information from the casino.

Yes, a bonus was used on the account. However, I would like to clarify that I was not aware that withdrawing funds while a bonus was active could be considered a violation in this situation.

I made several withdrawals:

three or four withdrawals of £100,

and three withdrawals of £300.

The withdrawals of £100 and £150 were later cancelled, and I continued playing with those funds in the casino.

I never intended to abuse the bonus system or violate any rules intentionally.

Regarding the bonus history, I currently do not have access to a full detailed bonus history from the casino side. If needed, I kindly ask the casino to provide the complete bonus history connected to my account for full transparency.

Kind regards,

Tsvetomira

Dear Mikhail,

Thank you for your email and for requesting additional information from the casino.

Yes, a bonus was used on the account, but I would like to clarify that it was only a £20 bonus that was sent to me by the casino. It was with these £20 that I started the game and subsequently with them I was able to make the remaining amounts in the account.

I was not aware that withdrawing funds while a bonus was active could be considered a violation in this situation.

I made a few withdrawals:

three or four draws of 100 pounds,

and three draws of £300 each.

The withdrawals of £100 and £150 were later cancelled and I continued to play with these funds in the casino.

I never intended to abuse the bonus system or intentionally break the rules.

Regarding the bonus history, I currently do not have access to the full detailed history from the casino. If necessary, I would ask the casino to provide the full history of bonuses associated with my account for full transparency.

greetings

Tsvetomirah

Уважаеми Михаил,

Благодаря Ви за имейла и за това, че поискахте допълнителна информация от казиното.

Да, по акаунта е бил използван бонус, но бих искала да уточня, че това беше само бонус от 20 паунда, който ми беше изпратен от казиното. Именно с тези 20 паунда започнах играта и впоследствие с тях успях да направя останалите суми в акаунта.

Не съм била наясно, че тегленето на средства при активен бонус може да се счита за нарушение в тази ситуация.

Направих няколко тегления:

три или четири тегления по 100 паунда,

и три тегления по 300 паунда.

Тегленията от 100 и 150 паунда по-късно бяха анулирани и продължих да играя с тези средства в казиното.

Никога не съм имала намерение да злоупотребявам с бонус системата или умишлено да нарушавам правилата.

Относно историята на бонусите, в момента нямам достъп до пълната подробна история от страна на казиното. Ако е необходимо, моля казиното да предостави пълната история на бонусите, свързани с моя акаунт, за пълна прозрачност.

поздрави

Цветомира