Casinia Casino - Бонус игрока был потерян.

I have fully implemented the Bonuscrab Bonus of 30 euros (1500 euros) and had a remaining balance of 254 euros which were NOT taken into account and are now simply gone.

The support doesn't want to help me.

Ich habe den Bonuscrab Bonus von 30 euro komplett umgesetzt (1500€) und hatte ein Restguthaben von 254 Euro welche mir NICHT angerechnet wurden und nun einfach weg sind.

Der support will mir nicht helfen .

Dear insurace,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the 254 euros are your winnings from the bonus that have not been credited to your account? Please forward any relevant communication between you and customer support to veronika.l@casino.guru. Alternatively, you may post it here.

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

Best regards

Veronika

In the terms and conditions under point 17 it says that the credit will be credited as soon as the bonus has been successfully implemented.

I've been playing on casinia since 2021 and every crab bonus I've wagered has been fully credited to me.

In dem AGBs unter Punkt 17 steht drin, dass das Guthaben gutgeschrieben wird sobald der Bonus erfolgreich umgesetzt wurde.

Ich spiele seit 2021 auf casinia und jeden crab Bonus den ich umgesetzt habe wurde mir komplett gutgeschrieben.

In casinia, I received a bonus credit of 30 euros via the cashgrab (or whatever it is called), which I have to convert x50. Just like back then. Everything with the old..

Only when I converted the 1500 did a pop-up window appear in the upper right corner that said that the remaining 250 euros would be credited to my real money account. Unfortunately, this did not happen.

I wrote to the support for an hour and they don't seem to want to help me and claim that I convert the 1500 euros to get 30 euros. Which was never the case half a year ago.

There is nothing like that in the terms and conditions.

Ich habe in casinia über der cashgrab (oder wie das heißt) 30euro Bonusguthaben erhalten, welchen ich x50 umsetzen muss. So wie damals auch. Alles beim alten..

Nur als ich die 1500 umgesetzt habe, kam oben rechts ein popup Fenster wo drin stand dass mit die 250 Euro Restguthaben auf mein echtgeldkonto gutgeschrieben werden.. Was leider nicht passiert ist.

Habe eine Stunde lang mit den Support geschrieben und die scheinen mir nicht helfen zu wollen und behaupten dass ich die 1500 Euro Umsetze um 30 Euro zu bekommen. Was damals vor einen halben Jahr nie der Fall war.

In de AGBs steht auch nix derartig drin.

Can you see the bonus amount in your casino history or bonus history? Please forward any relevant screenshots to the email address I mentioned above, or post them here.

The casino bonus history only says I won 35 euros. Which can't be right. Based on my winnings of the complete series you can achieve that I had more credit. At the time I had a credit balance of 300 euros.

But the bonus says I only had 35 euros. That is not true!

Die Casino Bonus Historie sagt nur ich hätte 35 euro gewonnen. Was garnicht stimmen kann. Anhand meiner Gewinne der kompletten serie kann man erreichnen dass ich mehr guthaben hatte. Zu den zeitpunkt hatte ich 300 euro guthaben vorhanden.

der Bonus sagt aber ich hätte nur 35 euro gehabt. das Stimmt garnicht!

Here ! This is one of the LAST spins with bonus funds. And based on my balance you can see that I still had ENOUGH credit. And you can see from the subsequent spins that the money is just GONE

Hier ! Das ist mit einer der LETZTEN spins mit den Bonusguthaben. Und anhand meiner Balance sieht man, dass ich noch GENÜGEND guthaben hatte. Und man kann anhand der darauffolgenden spins sehen, dass das geld einfach WEG ist

Attached is the video which shows that my balance has disappeared and I only received 30 euros.

In the terms and conditions I have read nothing in this regard that you only get 30 euros as soon as you convert 1500 euros. That was never the case on the site

Anbei das video welches Zeigt dass meine Balance verschwunden ist und ich nur 30 euro bekommen habe.

In den AGB´s habe ich diesbezüglich nix gelesen dass man nur 30 euro bekommt sobald man 1500 euro umsetzt. Das war auf der Seite nie so

Can you please forward your conversation with customer support saying you get only 30 € when you wager 1500 € to veronika.l@casino.guru? Alternatively, you may post the screenshots here.

Don't know if I still have these chats because I don't have a log by email. have sent

Weiß garnicht ob ich diese chats noch habe da ich mir kein Protokoll per Mail. Zukommen lassen hab

Thank you very much, insurace, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hi insurace,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casinia Casino to the conversation to participate in the resolution of this complaint.

Dear Customer,

Thank you for reaching out.

First and foremost, we would like to apologise for the inconvenience caused while using our website.

Please be informed that we credited the missing 224.81 EUR to your casino balance (as the previously released 30 EUR were used by you).

The issue with the bonus release is being investigated by the relevant department.

Best regards,

Casinia.com

Thanks very much! The money arrived and was passed on for payment.

Wanted to say that it was always the case that you get credited with the credit. Then the people in support should know that too and not give me wrong information.

Nevertheless many thanks

Vielen Dank! Das Geld kam an und wurde zur Auszahlung weiter gegeben.

Wollte doch schon sagen, dass das immer so war dass man das Guthaben gutgeschrieben bekommt. Dann sollten die Leute im Support das auch wissen, und keine falschen Informationen mir mitteilen.

Trotzdem Vielen Dank

Hi all,

Thank you for your replies.

Dear insurace,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter