Casinia Casino - La cuenta del jugador debe cerrarse.

Hello, Casinia enjoys a very good reputation with a rating of 8.6.

My self-exclusion requests sent by email on June 3rd and December 11th, 2025, were ignored and not processed despite confirmation of receipt. Casinia has also not responded to my internal mediation offer. For these reasons, I demand a full refund of the total loss of approximately €1200 and the immediate closure of my account.

Hallo, Casinia genießt mit 8,6 Bewertung einen wohl durchaus guten Ruf.

Meine Anträge per Mail zum Selbstausschluss vom 3.6. und 11.12.2025 wurden trotz Eingangsbestätigung ignoriert und nicht bearbeitet. Auf mein internes Schlichtungsangebot reagiert Casinia ebenfalls nicht. Ich fordere aus diesen Gründen das gesamte Verlustsaldo von ca. 1200 Euro als Rückerstattung zurück und die sofortige Schließung des Kontos.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• You mentioned that you did not receive a response to the request you sent to the casino back in June. Have you reached out to the casino to request self-exclusion since June 3, when you sent your first self-exclusion request? If so, which communication channels did you use? Do you have any evidence of these communications? If so, kindly forward them to me at veronika.f@casino.guru.
• When was the last time you actively communicated with the casino customer support?
• Have you passed the full KYC verification?
• Is your account still accessible?

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

Best regards

Veronika

Hello, according to the terms and conditions of Casino, you should send self-exclusion requests to support@casinia.com I sent requests on June 3rd and December 11th. Both requests were acknowledged as received by Casino but completely ignored. On December 12th, I sent a mediation request, which was not processed. Only after Casino Guru opened the complaint did Casino take action, sending Siemer an email asking me to choose a time-out period. I was still able to log into the account 10 minutes ago. I was never required to verify my identity for my deposits and losses. I am now forwarding all evidence/screenshots.

Hallo, in den AGB‘s des Casinia soll man die Selbstausschlussanfragen an support@casinia.com senden. Dies habe ich am 03.06. und 11.12. getan. Beide Anfragen wurden seitens Casinia als Eingang bestätigt aber komplett ignoriert. Am 12.12. habe ich eine Schlichtungs-Nachricht gesendet, diese wurde nicht bearbeitet. Erst als Casino Guru nun die Beschwerde geöffnet hat wurde Casinia aktiv, indem Siemer eine Mail zukommen ließen in der ich einen Auszeitzeitraum wählen soll. Ich konnte mich vor 10 Minuten immer noch in das Konto einloggen. Verifizieren musste ich mich für meine Einzahlungen und Verluste zu keinem Zeitpunkt. Alle Beweise/Screenshots leite ich nun weiter

Thank you for sending me the requested evidence. Have you responded to the email you received from the casino on December 15? Please note that the casino asked you to confirm your decision to permanently close your account. If you confirmed your decision, kindly forward the email to me at veronika.f@casino.guru as well.

Hello Veronika, the account was closed by Casinia on December 16th. I'm forwarding the email. There has been no response to my refund request. The situation is quite clear: Casinia failed to fulfill its duty of care and responsibility. I hope to receive a substantial portion of my losses back. Thank you.

Hallo Veronika, das Konto wurde am 16.12. seitens Casinia geschlossen. Die Mail leite ich weiter. Eine Reaktion auf mein Rückerstattungsgesuch gab es nicht. Dabei ist die Lage relativ eindeutig, Casinia kam ihrer Fürsorge- und Versntwortungspflicht nicht nach. Ich hoffe einen großen Teil meiner Verluste erstattet zu bekommen. Danke

Hello sagnol80,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sagnol80,

According to the available evidence, you submitted your self-exclusion request on December 11, and the casino closed your account on December 16. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Casinia Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

Regarding the message you sent to the casino on June 3, you did not receive any response from the casino. As a result, the self-exclusion request was not processed, and we cannot confirm with certainty that the casino received your email at all.

Furthermore, based on the evidence provided, you did not attempt to follow up on this request or contact the casino through any alternative communication channels (such as live chat or a different support email address), nor did you resend your self-exclusion request prior to December 11.

Because of this lack of confirmation and follow-up, we cannot consider the June 3 email as a valid or properly delivered self-exclusion request. Therefore, we are unable to conclude that the casino failed to act on a confirmed responsible gambling request during this period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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