Hello,

I attempted to make a deposit twice. I deposited 100 EUR each time. I was told that the money did not arrive and that no money would be withdrawn from my account. These deposit attempts were on 29.12.2024 and 30.12.2024. However, the money was debited from my account on 02.01.2025, and it is neither in my player account nor has it been returned to my bank account.

Hallo,

ich habe 2 mal versucht eine Einzahlung vorzunehmen. Ich habe jeweils 100 EUR eingezahlt. Man sagte mir, dass Geld w?re nicht angekommen und es wird mir daher kein Geld vom Konto abgebucht. Die Einzahlungsversuche waren am 29.12.2024 und 30.12.2024. Das Geld wurde mir am 02.01.2025 vom Konto gebucht und es ist nicht im Spielerkonto und auch nicht zurückgekommen auf mein Girokonto.

Dear Denis2025, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Veronika,

Thank you for the quick reply. I have already written to the payment provider and am currently waiting for a response. Can you tell me exactly how the deposit process works? Is the money always paid directly into the player's account or is there a place in between that checks the deposit?

Best regards

Hallo Veronika,

vielen Dank für die schnelle Antwort. Den Zahlungsanbieter habe ich bereits angeschrieben und warte derzeit noch auf die Rückmeldung. K?nnen Sie mir zuf?llig sagen wie der Einzahlungsprozess genau abl?uft`? Wird das Geld immer direkt auf das Spielerkonto eingezahlt oder gibt es dazwischen noch eine Stelle die die Einzahlung prüft`?

Liebe Grü?e

To answer your question, the deposit process generally involves multiple steps, depending on the payment method used. At first, the player selects a payment method (e.g., credit card, e-wallet, or bank transfer) and enters the deposit amount. The selected payment method then processes the transaction. This may involve a third-party payment processor, such as a bank or e-wallet service, which verifies the transaction and ensures it complies with security protocols (e.g., fraud checks or authorization). Once the transaction is verified and approved, the payment processor transfers the funds to the casino’s merchant account. After receiving confirmation from the payment processor, the casino credits the player’s account with the deposit amount. This is typically automated and should occur almost immediately, but delays can happen if additional checks are required.

It’s worth noting that during this process, there might be intermediaries involved, such as anti-fraud systems or additional verification services, depending on the payment method and the casino’s policies. These checks are in place to ensure the security and integrity of the transaction. If you experience any delays, they are most often due to the payment provider or intermediary processes rather than the casino itself.

Have you received any response from your payment provider yet?

Have your deposits been credited to your casino account by any chance?

Hello Veronika,

I called my bank and they confirmed that the amount had been transferred and could only be transferred back to me by the dealer/casino. The money is still not in my player account. The transfer was almost 2 weeks ago and must have already been posted somewhere. The money was not automatically transferred back to my account either.

Hallo Veronika,

ich habe mit meiner Bank telefoniert und diese hat mir Best?tigt, dass der Betrag überwiesen wurde und nur vom H?ndler / Casino an mich zurücküberwiesen werden kann. Das Geld befindet sich auch weiterhin nicht auf meinem Spielerkonto. Die überweisung ist nun schon fast 2 Wochen her und muss bereits irgendwo verbucht worden sein. Auf mein Konto wurde das Geld ebenfalls nicht automatisch zurücküberwiesen.

Thank you for your response. Before proceeding with the investigation, please forward me the following documents:

• deposit receipts
• communication with the casino regarding the lost transactions
• communication with your payment provider
• screenshot of the deposit history in your casino account
• bank statement starting from the date you made your deposits up until today

My email address is [email protected].

Could you also please specify if you made any successful deposits into this casino before?

Hello Veronika,

I have sent all the information to your email address.

LG

Hallo Veronika,

ich habe alle Informationen am deine E-Mail Adresse geschickt.

LG

Thank you for your email. Have you received any new information from the bank regarding the unsuccessful transactions?

Also, have you made any successful deposits into this casino before?

Hello,

I am currently still waiting for a response from my bank. It will take some time for them to process it.

So far I have not successfully made a deposit into my player account.

Hallo,

ich warte derzeit noch auf die Antwort von meiner Bank. Die Bearbeitung dort nimmt noch etwas Zeit in Anspruch.

Bisher habe ich noch keine Einzahlung erfolgreich auf das Spielerkonto get?tigt.

Thank you. I completely empathize with your frustration, Denis2025. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the bank sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 7 days, making it a full month. If no progress is made by then, we will step in and intervene.

Thank you for your patience and understanding in advance.

Hello,

I received an email from my bank today. It confirmed that the money had been transferred. The money would only have been automatically transferred back to me if the account had been deleted. However, this has not happened to date, after more than a month. The money must therefore have arrived at the casino.

LG

Hallo,

ich habe heute die E-Mail von meiner Bank erhalten. Diese hat mir best?tigt, dass der Geld überwiesen wurde. Nur wenn das Konto gel?scht wurde, w?re das Geld an mich automatisch zurück überwiesen. Dies ist bis heute nach über einem Monat allerdings nicht passiert. Das Geld muss daher beim Casino angekommen sein.

LG

Thank you for letting me know. Please forward me the email you received from your bank at [email protected].

Hello Veronika,

I have forwarded my bank's email to you.

Best regards

Denis

Hallo Veronika,

ich habe die E-Mail meiner Bank an dich weitergeleitet.

Liebe Grü?e

Denis

Thank you very much, Denis2025, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Denis2025, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Casinia Casino representative to join this conversation. 

Dear Casinia Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 all ,

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.

Best Regards

Casinia Team

Dear Casinia Casino,

thank you for your message.

Is there any news regarding this case, please?

Dear Denis2025

We would kindly ask you to send us proof of payment on both of the deposits (screenshots from your bank account proving the deposits had been deducted) , please send us the screenshots on our email.

Best Regards

Casinia Team

Dear Denis2025,

We would like to kindly remind you to provide us the requested proof of payment of both deposits in order to proceed with the verification of your report.

Thank you in advance.

Kind Regards,

Casinia Casino Team

Dear Denis2025,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.