Casinia Casino - Jugador solicita cierre de cuenta y reembolso.

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Dear Sawlersxxx,

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

Could you please confirm the following:

• Have you previously reviewed the Responsible Gambling policy of the casino?
• Have you clearly informed the casino about your gambling problem?

When applying for self-exclusion, it is important to clearly state the reason why you want your account to be deactivated and specify the exact time period for the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly.

I also strongly recommend that you save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example of a self-exclusion email:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

• First name:
• Last name:
• DOB:
• Casino login:
• Email address:

Message:

"Greetings Casinia Casino,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material for a minimum period of ___ months/years (or lifetime).

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Casinia Casino if you have not not clearly stated your Gambling Addiction, and keep me informed about any further developments.

Thank you very much in advance for your cooperation.

Best regards,

Petra

If you look, I've been trying to cancel my subscription since February 1st, and I've been talking to Casinia's customer service. They tell me they're working on it, but nobody answers me, and on top of that, they keep sending me emails with vouchers and other things.

Si os fijais llevo desde el dia 1 de febrero intentado de que me dén de baja y hablando con atención al cliente de casinia, me dicen que lo están gestionando pero nadie me contesta y aparte me mandan correos electronicos con bonos y demas

Thank you for your reply and for providing the previous details, Sawlers.

• Could you please clarify if your account is currently still open?
• Could you please provide a timeline of your self-exclusion request and any subsequent deposits made after that request?
• Additionally, could you share any further communication you had with the casino, including their responses to your request? This may include screenshots, emails, or chat transcripts. You can send all relevant documents to petra.h@casino.guru or upload the screenshots directly to this thread.

Thank you again for your cooperation.

Dear Sawlers,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru