... 18 pages of discussion, unresolved customer complaints here & at AskG, as well as at the sister casinos.

Instead of warning of caution in red above, an 8.3 out of 10 shines in friendly green and helps prevent others from losing money and not receiving their winnings.

In my case it's only 75 euros, open for 4 weeks, given the unresolved complaints and the small amount, a complaint makes no sense.

I actually think highly of CasinoGuru and consider you, for example, LCB, to be reputable operators. I also understand that you have to pay your employees, etc., and that casinos like this certainly pay high bonuses, but the way things are now, you're supporting fraud because, for example, newbies see your rating, think it's reputable, and end up not getting their winnings. I've learned to check AskG, in addition to CG, for unresolved complaints before I deposit, but probably only 5% do that.

Presumably the casino could have hundreds of thousands of "black dots" and still not be red... ??

Hi!

Hold on, for a second - perhaps there is a sort of missunderstanding. There has been no uresolved complaints against this casino:

http://www.kpvfaw.com/complaints/all

Have you by chance mistaken that with forum posts or user reviews which has nothing to do with the rating?

I mean, your idea is good - if there had been unresolved complaints the rating would have been lower in proportion to the severenity of the complaints - represented by black points.

However, as you can see all reported problems have always been resolved. As far as we can say based on the complaint you mentioned, the casino pays. I also could not find a single unresolved complaint submitted by you.

May I know, where the catch seems to be?

Hello Radka ??

Sorry if I expressed myself in a confusing way.

There are unresolved complaints on AskG, https://www.askgamblers.com/de/online-casinos/test/casinia-casino/complaints

There are also serious points that speak against the seriousness, for example TrustPilot, that the casino has an extremely high number of cases on AskG compared to its small size (which is probably why it only gets a 4 out of 10 rating) and an extremely long response time of 8 days, i.e. after a warning.

And if you rightly show users the unresolved issues of sister casinos with the same management when you list them as "Unsolved," I also find it unrealistic not to credit this to this casino as well, especially since it's only a matter of time. It seems to have only been like this recently with AskG, before they reacted.

And when they withhold €75 from me (for weeks now, I've only been getting emails saying they'll forward it again with "highest priority"), that gives you a good idea of what's going on there right now. Either you're "saving" on amounts of, say, less than €100 because you know no one will take action (and, say, 75 black points won't do anything for you), or you have more serious problems, which can happen quickly at smaller casinos.

Lg

Hello, and thanks for the explanation. I should have started with the point explaining that I can add my or let's say demonstrate CG optics to that subject. My bad, sorry. ??

Well, I guess every player may use the whole internet to create an opinion on a casino. My colleagues, instead of that, consider evaluated situations. Based on our experiences with the external sources, we chose this way.

However, I know there is a person tracking external complaints—not TP reviews, because their policies are absurd. As long as they allow players to review Casino Guru for not paying out the winnings or delaying withdrawals, that's besides the point. ??

However, you are correct; the more sources players aim to seek, the better, and we have never presented our website as the only way to get familiar with casinos.

When it comes to black points, those are "awarded" only for unresolved complaints, which is not usually very appreciated. However, if you check any casino review—not just the number—you will see the latest complaints directly there, so once you spot an unresolved complaint, I guess it is a fair clue. Also, sister sides are included, as you can see:

I understand the website is very complex, and browsing all reviews, tabs, or even forums, or understanding what the Safety Index actually means, is not an easy task.

Safety Index also takes into consideration the casinos scale, so what would not affect a bigger international casino may ruin a smaller, local online casino based on the amount of the black points awarded.

I understand the feeling that each Safety Index needs to correspond with the "general opinion." Yet the experiences differ; hence, it is not possible to reach that goal.

Thus, we ask players to express their experiences—good or bad—on the forum, through the reviews, and so on.

Let me know if you want to delve deeper.

Awatmy from this casino and all the brothers casinos.the pay after 3 week.thia casinos the rate must be under 5.dont play this casino

Hey, is this your experience with this and sister casinos? When you had a withdrawal, they paid after three weeks, am I right? Did you also ask or find out what was the reason for the delay?

Hello, I was a VIP and from one day to the next they took it away from me without knowing why, my manager doesn't answer me on WhatsApp and now I'm waiting for 3 withdrawals of a total of €800 (if you can tell me when I'm going to receive it because before I had it in the bank in 2 hours) and I have to withdraw €1,100 more, what do I have to do to make my withdrawals faster?

Hmm, I'm not sure if there's anything you can do to speed up your withdrawals. The casino sends them and it depends on the payment method and other things. So which one do you use? If the casino uses a third party provider there might be some delay there too. Have you tried asking why you are waiting? How long has it been since you received your money?

I use Visa, I asked and they told me 3 days but before I received the money in the bank in 1-2 hours. I don't understand why it's taking so long now.

Hmm , a bank transfer can sometimes take several days, so I wouldn't find that strange. Maybe they are working on the payments and that's why the few days. I don't think it's a catastrophe, though, so if you've received money in the past, I'd wait to see if they meet the timeframe. 

Let's see if they comply because now I have to receive €3,500 and only with transfers of €800 every 4 days, the only casino that takes so long to send you your winnings

I've been trying to collect an outstanding amount for over three months. My account is verified and I've already received a withdrawal, but this latest one is stuck there, and they've done absolutely nothing, despite having contacted them numerous times.

Believe me, in many casinos you could encounter similar times and so if it should be only 4 days it is not so much in my opinion. Of course, I know that players would like to have money in their account immediately but as I said, it depends on several things. Let's see if you can get the money by the end of this week or not.

Hi, so can I know when you entered this last withdrawal you're talking about? Did the casino tell you anything specific about the situation and why you don't have the money yet? 

Let's take a look at this first and see what can be done.

I hope to receive it by Friday as agreed because I have to get more now and I'm still waiting.

If I haven't mentioned it yet, we give casinos 14 days, so if you exceed that time, be sure to let us know and then open a complaint and we'll try to assist you. ??

Hello, I have a problem, casino Casinia rejected my winnings of 167 thousand due to a request for a winnings to a third party account, I thought that when they accept deposits from a third party account that there is no problem with the withdrawal, but I was mistaken, but in the game conditions they clearly state that if a player makes this mistake, they should notify the player and ask him for a new withdrawal to the account that is in his name and they did not do that and immediately blocked my account and since September 2024 I have it revised, in addition to blocking the account I managed to request a second withdrawal to the account that is in my name and after several written requests they wrote to me sternly that the account is closed forever. I have screenshots from the live chat as they promise me that I do not have to worry about the winnings. I also have screenshots of my game account where the second request for a withdrawal to the account that is in my name is visible. In this way, I ask you all for advice on how to get the winnings that are mine. Thank you in advance for your advice

Hello.

So do I understand correctly that you used someone else's card or bank account to deposit into this casino?

Is this some kind of a joint account, or does your name not figure there at all?

It is very important, you know, because sometimes casinos can make an exception if, for example, you use a joint account to deposit.

Did the casino completely block your account with the funds inside without even giving your deposit back, please?

Let us know more details, for sure, about all this. I believe that our complaint team could have a better look at the whole matter.

Here is the link where you can file your complaint, and we'll get back to you as soon as possible.

Hello, it was during 2024.

No, they tell me they are sorry for the inconvenience and that they will review the situation, but we have been like this since December and we are in April.

I see, then it's good that you found our feature stop which I see you also used. 

Our team will work with you and hopefully we will be able to get your money.

When did they tell you that they will review your situation? I don't think it's too much money that they can't pay you. 

Did they tell you something in December when you had no withdrawal?