Casinia Casino - El jugador solicita un reembolso después de que su solicitud de cierre de cuenta fuera ignorada.

Good morning, I would like to report improper behavior on the part of Casinia Casino.

On April 5, 2026, at 9:46 PM, I submitted a formal request to permanently close my account via email.

On April 6, 2026, at 2:01 AM, I received an official response from their "VIP Team" (which I attach as proof). In that email, the casino explicitly states: "We regret to hear that you wish to close your account with us."

However, instead of closing it immediately as requested, the operator ignored my wishes and implemented an aggressive marketing strategy, offering VIP benefits and bonuses to entice me to stay. Due to this failure to close the account and the negligence of support, the account remained active, allowing me to make deposits totaling €975.00 in the period following my request.

According to the Antillephone license guidelines and international Responsible Gaming standards, once the player expresses a clear desire to close the account, the operator must block access and not attempt to persuade the customer to continue playing.

I am requesting a full refund of the €975.00 deposited after April 5th, as these losses were caused solely by the casino's refusal to comply with my closure request.

I have retained all documentation, including my original email and their response from April 6th, which I am making available to you.

Best regards,

Fabio ****

[email removed by casino.guru admin]

Buongiorno, desidero segnalare un comportamento scorretto da parte del casinò Casinia.

In data 5 aprile 2026 alle ore 21:46, ho inviato una richiesta formale di chiusura definitiva del mio account tramite email.

In data 6 aprile 2026 alle ore 02:01, ho ricevuto una risposta ufficiale dal loro "VIP Team" (che allego come prova). In tale email, il casinò dichiara esplicitamente: "Siamo spiacenti di sapere che desidera chiudere il suo account con noi".

Tuttavia, invece di procedere alla chiusura immediata come richiesto, l'operatore ha ignorato la mia volontà e ha messo in atto una strategia di marketing aggressivo, proponendomi vantaggi VIP e bonus per indurmi a restare. A causa di questa mancata chiusura e della negligenza del supporto, il conto è rimasto attivo, permettendomi di effettuare depositi per un totale di 975,00 € nel periodo successivo alla mia richiesta.

Secondo le linee guida della licenza Antillephone e gli standard internazionali di Gioco Responsabile, una volta che il giocatore esprime la chiara volontà di chiudere l'account, l'operatore deve bloccare l'accesso e non tentare di persuadere il cliente a continuare a giocare.

Richiedo il rimborso integrale dei 975,00 € depositati dopo il 5 aprile, poiché tali perdite sono state causate esclusivamente dal rifiuto del casinò di dare seguito alla mia richiesta di chiusura.

Ho conservato tutta la documentazione, inclusa la mia email originale e la loro risposta del 6 aprile, che metto a vostra disposizione.

Cordiali saluti,

Fabio ****

[email removed by casino.guru admin]

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Dear Nenno87;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses other than those already provided? Is your account currently closed?

You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas