I have had multiple delays with withdrawals and recently went on a winning streak with no bonuses involved. I had 2, 8000 kr withdrawals pending and 9000 kr in my account. After multiple delays I heard from finance saying that they have expedited my withdrawals because of recent delays. 2 days later I receive an email stating that they have confiscated all funds because I used a bonus for these winnings. I explained to them I used a bonus more than a month ago and it was in no connection to these recent wins. i asked them for proof and was told they don't need to prove anything and the case is closed. What is my next step if I even have one. I have read many other complaints about this company stating many of the same concerns and issues. Is legal help the next step. Yes, i want the funds back but also i want this bogus company closed down and other good players to be warned of their scam.

Dear pade1000,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casineia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise when you last redeemed a bonus in the casino and how was this most recent bonus deactivated on your account? (played down, expired, etc.)

Could you please explain when did you make a deposit that led to your eventual win?

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

Best regards,

Tomas

Hi,

I used a deposit bonus on May 18th or 19th and spent two days wagering in excess of 50000 kr. I used the whole bonus and deposit and withdrew 10,000 kr. They delayed the deposit and sent 1000 only but through many aggressive emails and me needing to threaten legal action they finally on May 29th, sent the remainder of the funds. I made a deposit during the time that I was awaiting the withdrawal without a bonus involved, I don't remember if it was the 23rd or 24th that I made the deposit. I went on a 5 day winning streak and was notified on June 1st, that they have denied my withdrawals and confiscated them plus the 9000 kr that was in my account. I have a 2600 kr withdrawal pending now and its been pending for 2 days now. This was not a deposit or bonus. I had a 1000 kr left in the account and wanted to close the account. They told me that I could not have the 1000 kr without wagering it at least one time. I made 3 big wagers on roulette and hit all 3. My 1000 kr is now 2600 and they won't release this yet either.

Let me know if you need more info.

Did you receive any confirmation that the wagering of the bonus was complete, or was it possible for you to check the wagering requirements progress?

Could you please send me the communication from the casino, with their justification for the confiscation? Please send me the information to [email protected]

Thank you very much, pade1000, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi,

I see that the case is being investigated and I hope there is some help available.

Paul

Hello pade1000,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, we have listed

Casineia Casino (www.casineia.com) has closed, but it looks like they reopened on a new web address, is this address www.casineia.co correct?

I will contact the casino to shed more light on this matter.

We would like to invite Casineia Casino to join the conversation.

Dear Casineia Casino,

Can you please provide more information about the player's not received withdrawal yet? As the player wrote that you have accused them of breaching your bonus T&Cs, if that's the case can you please specify which rules were breached?

Yes, that’s the site

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 pade1000,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino claims to be licensed in Curacao, however, we were unable to verify this, so we cannot confirm if Casineia Casino is really licensed. You can still try to contact the C.I.L. CURA?AO INTERACTIVE LICENSING Gaming Authority ([email protected]; [email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Michal