Casea Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

It's about the Casea casino. I already submitted a review.

They refuse to refund my money after I requested the closure of my account due to serious gambling addiction problems, something I requested several times.

If it had been closed, I wouldn't have lost the last €400.

I lost €560 and asked to close the account, but they refused to close it (they kept sending me emails asking if I wanted to close it, but they wouldn't).

Then I deposited another €400, which is what I am claiming.

I ask Guru for help.

These people are not to be trusted no matter how hard you try, and they are very bad people because they knew I had serious gambling problems and they kept leaving my account open so I could play again, and they don't have a self-exclusion system like most casinos.

It's not fair

Es sobre el casino Casea. Ya mande una reseña.

No me quieren devolver el dinero despues de pedir el cierre de mi cuenta por tener gravisimos problemas de adiccion al juego y es algo que pedi varias veces.

Si.se hubiera cerrado no habria perdido los ultimos 400 €.

Perdi 560 € y pedi el cierre de la cuenta pero como no quisieron cerrarla (me mandaban correos preguntando una y otra vez que si queria cerrarla pero NO la cerraban).

Entonces volvi a depositar otros 400 € que son los que reclamo.

Pido ayuda a Guru.

Esta gente no son de fiar por mucho que lo intentes y son muy malas personas poeque sabian que yo tenia problemas graves de ludopatia y seguian dejandome la cuenta abierta para que volviera a jugar y no tienen el sistema de autoexclusion como la mayoria de los casinos.

No es justo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jobertone,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@casea.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina