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

Hi. I have closed my account at a casino due to a gambling problem. They have opened the account on their own initiative and sent bonus offers and once bonus money. On 19.6.2026 I went out to play and lost 1700e. I demand a refund. The answer is that it is being processed but I doubt there will be a response or refund. There are many emails saved. I don't really see what screenshots there are when I do this on my phone.

Hei. Olen sulkenut tilin casinialla peliongelman takia. He ovat avanneet tilin omaaloitteisesti ja lähettäneet bonustarjouksia ja kerran bonusrahaa. 19.6.2026 retkahdin pelaamaan ja hävisin 1700e. Vaadin varojen palautusta. Vastaus on että on käsittelyssä mutta epäilen ettei vastausta tai palautusta tule. Sähköposteja on tallessa monia. En nyt tarkkaan ottaen nää mitkä kuvankaappaukset tuossa on kun teen tätä puhelimella.

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Stay safe.

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 when exactly you first closed your account at this casino?
• Please forward me the original account closure request you sent to the casino, along with the casino's confirmation that your account was successfully closed, at veronika.f@casino.guru.
• When exactly was your account reopened?
• Did you contact the casino's customer support after losing your most recent deposits to ask for a refund due to your account being reopened? If so, what response did you receive?

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

Answered

Vastattu

Thank you for your emails.

Could you also forward me the original promotional emails you received from the casino after your account was self-excluded?

Moreover, please include the more recent communication regarding the reopening of your account and the subsequent closure as well. The emails you have sent me so far only contain your self-exclusion requests from March and April. If you have any more recent conversations with the casino, please forward them to me as well.

Answered

Vastattu

Dear Jumi

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,

Veronika

Hello Jumi, 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 Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Casinia Team

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 1,700 EUR as part of the settlement.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Casinia Team

I accept the offer. I will inform you directly. Once the refund has arrived, I will mark the matter as resolved. Thanks to both casinia and casino guru.

Hyväksyn tarjouksen. Ilmoitan tiedot suoraan teille. Kun hyvitys on tullut , merkitsen asian ratkaistuksi. Kiitos molemmille casinialle ja casino gurulle.

Dear Player,

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Casinia Team

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Casinia Casino Team

I would like to thank both sides for speedy resolution of the issue.

Dear Casinia Casino, please let us know as soon as the payment ha been processed on your end, alongside the confirmation that the account has been blocked permanently, with no option for reopening, marked as "gambling addict never reopen" and the marketing communication has ceased both via e-mail and/or phone. Thank you.

The refund has been made. Thank you casino guru and casinia casino.

Hyvitys on suoritettu. Kiitos casino guru ja casinia casino.

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

Dear Jumi,

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