Casineia Casino - Spelaren kämpar för att ta ut sina vinster.

I received SEK 200 in bonus and traded the bonus according to their terms and won SEK 3000. After a number of chats with their customer support, I have understood that they do not intend to pay. It is a rogue company and I warn other players about this casino.

Jag erhöll 200 kr i bonus och omsatte bonusen enligt deras villkor och vann 3000 kr. Efter ett antal chattar med deras kundsupport har jag förstått att dom inte tänker betala. Det är ett oseriöst företag och jag varnar andra spelare för detta casino.

Dear perthulin64,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, after I won and made a withdrawal I got an email saying I need to verify my account. I have submitted a photo of my driver's license, current bill and a photo of my credit card. After that I was told that I was verified and approved but there were delays in their payouts. The last time I was in contact with their customer support (chat) they said that I violated their bonus rules and that they could not pay out the amount.

Hej, efter att jag vunnit och gjorde ett uttag fick jag mail om att jag måste verifiera mitt konto. Jag har skickat in bild på mitt körkort, aktuell räkning samt bild på mitt kreditkort. Efter det fick jag veta att jag var verifierad och godkänd men att det var förseningar i deras utbetalningar. Senaste gången jag var i kontakt med deras kundsupport (chatt) sa dom att jag brutit mot deras bonusregler och att dom inte kunde betala ut beloppet.

Thank you, perthulin64, for your reply. Have you been advised which exact has been breached and why your winnings were cancelled?

Hi, no not at all. In the first chat they also said that it was approved but that there were delays. It's just an excuse.

Per

Hej, nej inte alls. I första chatten sa dom dessutom att det var godkänt men att det var förseningar. Det är bara en ursäkt.

Per

Hi, now I got the answer to why they didn't pay out my money. Apparently I have bet more than 2 eur on a few occasions and according to their bonus rules this is not allowed.

Sincerely

Per

Hej, nu fick jag svaret på varför dom ej betalat ut mina pengar. Jag har tydligen satsat mer än 2 eur vid några tillfällen och enligt deras bonusregler är detta inte tillåtet.

Mvh

Per

I see. Thank you, perthulin64, for the update. Are you aware of placing greater bets while completing the bonus wagering than the allowed maximum bet? If you believe that you were accused mistakenly, please forward your game history to petronela.k@casino.guru.

Dear perthulin64,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.