Casinia Casino - La cuenta del jugador fue reabierta incorrectamente después de la autoexclusión.

On January 14, 2025, I requested my self-exclusion from Casinia Casino and received confirmation that it had been successfully applied. I have backup emails confirming that the request was accepted.

However, despite being self-excluded, the casino subsequently reopened my account, which constitutes a serious lack of responsibility and a violation of its own terms and conditions, as well as the responsible gaming regulations it is required to adhere to.

This non-compliance caused me financial losses and significant emotional damage, since self-exclusion is primarily intended to protect the player.

Therefore, I request CasinoGuru to intervene in this case and for Casinia to compensate me with 300,000 Chilean pesos (approx. 320 USD), an amount that I consider fair given the circumstances and the negligence shown.

I attach the emails that support my request and the improper reopening of the account.

El día 14 de enero de 2025 solicité mi autoexclusión en Casinia Casino, y recibí confirmación de que esta había sido aplicada correctamente. Tengo los correos de respaldo que confirman que la solicitud fue aceptada.

Sin embargo, a pesar de estar autoexcluido, el casino volvió a abrir mi cuenta posteriormente, lo que constituye una grave falta de responsabilidad y una violación de sus propios términos y condiciones, además de las normativas de juego responsable que deberían respetar.

Este incumplimiento me generó pérdidas económicas y un daño emocional importante, ya que la autoexclusión tiene como objetivo principal proteger al jugador.

Por lo anterior, solicito a CasinoGuru que interceda en este caso y que Casinia me compense con 300.000 pesos chilenos (aprox. 320 USD), monto que considero justo dadas las circunstancias y la negligencia mostrada.

Adjunto los correos que respaldan mi solicitud y la reapertura indebida de la cuenta.

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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.

• Could you please specify if you responded to the casino's email you received on January 14, requesting confirmation of your decision? If so, please forward me the subsequent communication between you and the casino regarding the closure of your account. My email address is veronika.f@casino.guru.
• How did you find out that you were able to access your account again? Did you request it to be reopened, or did you receive any promotional email from the casino?
• When exactly was your account reopened?
• Have you contacted customer support to request self-exclusion again?

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

Veronica in my screenshot is clearly my confirmation.

I ask you please not to prolong this any further.

Greetings

Veronica en mis screenshot está claramente mi confirmación.

Le pido por favor no alargar mas esto

Saludos

Thank you for your reply. The screenshot you provided shows your initial self-exclusion request. The casino instructed you to confirm your decision by replying to their email. Could you please confirm if you responded to that email?

Please understand that this is not an attempt to "prolong" your complaint. In order to proceed with our investigation, we need to gather sufficient evidence.

Veronika,

I just forwarded the entire email chain to you.

Attached print.

Greetings.

Veronika,

Le acabo de reenviar toda la cadena de correos.

Adjunto print.

Saludos.

Thank you for your email. Could you also please answer the other questions I gave you?

• How did you find out that you were able to access your account again? Did you request it to be reopened, or did you receive any promotional email from the casino?
• When exactly was your account reopened?
• Have you contacted customer support to request self-exclusion again?

Hello! Casinia contacted me and offered to refund me in full. According to their calculations, it was approximately $250. I accepted, very happy and grateful that such a reputable casino, like few others on the market, has acknowledged the error and made amends.

The money is already in my account.

Greetings and thank you very much.

Hola! Casinia se comunicó conmigo y me ofrecieron devolverme todo Segun el calculo de ellos 250 dolares aprox. He aceptado muy conforme y agradecido de un casino tan serio, como pocos en el mercado, asumiendo el error y reparando.

El dinero ya está en mi cuenta.

Saludos y muchas gracias.

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

Dear Chrisnoff,

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,

Veronika