Casinia Casino - La cuenta del jugador fue cerrada pero reabierta sin su consentimiento.

Dear Casino Guru team,

I am writing to request your support in disputing funds lost due to gross negligence by the casino.

The facts are as follows:

On February 3, 2026, I requested and obtained the permanent closure of my account. In the closure ticket, which I can provide as proof, I explicitly stated that I suffer from gambling addiction.

On March 18, 2026, the casino sent me a promotional email offering exclusive bonuses.

When I tried to log in, I found that my account had been unlocked without my request.

Sending promotional materials and reopening an account to a player who has declared a gambling addiction are unacceptable. This negligence has led me to deposit and play again.

I ask for your help in asserting my rights and obtaining a full refund of all deposits made since March 18, 2026.

I remain available to send screenshots of the emails and the closing ticket.

Best regards.

Spettabile team di Casino Guru,

Vi scrivo per richiedere il vostro supporto per contestare i fondi persi a causa di una grave negligenza del casinò.

I fatti sono i seguenti:

In data 03/02/2026 ho richiesto e ottenuto la chiusura definitiva del mio account. Nel ticket di chiusura, che posso fornirvi come prova, ho esplicitamente dichiarato di soffrire di ludopatia.

In data 18/03/2026, il casinò mi ha inviato un'email promozionale offrendomi dei bonus riservati.

Provando ad accedere, ho scoperto che il mio account era stato sbloccato senza alcuna mia richiesta.

L'invio di materiale promozionale e la riapertura del conto a un giocatore che ha dichiarato una dipendenza dal gioco sono azioni inaccettabili. Questa negligenza mi ha indotto a depositare e giocare nuovamente.

Vi chiedo aiuto per far valere i miei diritti e ottenere il rimborso integrale di tutti i depositi effettuati a partire dal 18/03/2026.

Resto a disposizione per inviare gli screenshot delle email e del ticket di chiusura.

Cordiali saluti.

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Stay safe.

Dear gianlucxx,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with the casino regarding your account and the promotional email you received.

To better understand the situation and provide you with more effective assistance, I would like to emphasize that casinos should refrain from sending any marketing materials to individuals who are known to have a gambling addiction or who have requested self-exclusion. Your well-being is priority, and promoting responsible gaming practices is essential.

Could you please clarify a few details:

• Can you provide a copy of the closure ticket you mentioned, confirming your request for account closure?
• When exactly did you notice that your account had been reopened without your request?
• Did you explicitly request to be excluded from any promotional offers during your self-exclusion period?

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,

Petra

I also sent a ticket to the casino but I have not received any response on this matter and I think they will never respond to me

Ho inviato pure un ticket al casinò ma non ho avuto nessuna risposta al riguardo e penso che non mi risponderanno mai

I don't have any updates from the casino at the moment. Could you please help me?

Al momento non ho aggiornamenti da parte del casinò, Gentilmente potresti aiutarmi tu?

Dear gianlucxx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello gianlucxx, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Casinia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear gianlucxx,

Thank you for reaching out to us.

We would kindly like to apologize for the inconvenience.

Please check your emails where we requested your bank data in order to proceed with your payment.

We thank you for your understanding.

Kind regards,

Casinia Team

Good morning, I already replied yesterday with my bank details.

Buongiorno già ieri ho risposto con i mie dati bancari

Dear Casinia Casino, can you confirm the account has been marked as "gambling addict, never reopen" and all marketing communication has been disabled as well? And also please let us know once the refund has been processed on your end. Thank you very much.

While waiting for the casino reply, dear gianlucxx, can you please confirm the amount the casino is refunding to you? Cheers.

Good morning, I will be refunded the amount of EUR 283.00.

I'm waiting for it to be processed.

Greetings

Buongiorno mi verrà rimborsato l’importo di 283.00 EUR.

Sono in attesa che venga elaborato.

Saluti

Thank you for the confirmation, gianlucxx, I have amended the disputed amount as such. :)

Dear gianlucxx,

Thank you for your patience and reply.

Please be informed that we forwarded your details and expect the finalization of your payment in the nearest time.

Thank you for your understanding.

Kind regards,

Casinia Team

Thank you and have a good day, I'm waiting for the payment

Grazie e buona giornata, sono in attesa del pagamento

Thank you for the confirmation, Casinia Casino.

Dear gianlucxx, please let us know once you receive the payment and whether you are satisfied with the outcome of this complaint. Alternatively, you can press the "Complaint resolved" button once the money arrive. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gianlucxx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej