Casinia Casino - La cuenta del jugador ha sido cerrada con cargos no autorizados.

Hello, I'm reaching out to see if you can help me with the following issue. For some time now, I've been playing at a betting site called Casinia, which I stumbled across on social media. I started playing there and had already noticed unusual activities on the account, including additional charges on my credit card. However, my gambling addiction grew as I played on this site since there were no restrictions. Even when the site went down occasionally or more charges were made on my account, I continued to play. I wrote to them once about the charges but let it slide. A few days ago, I played again and the site was functioning irregularly. They withdrew more money from my account than authorized. I wrote to them about the site not working properly and they blocked my account. I have requested the transaction history, but they haven’t responded, and I can’t access the site to view it. I also believe this site operates without a license. Do you think there is any possibility to report them so I can claim my money back? I've lost almost 40,000 euros because of the addiction they've fueled, and they've taken more money than I played. They've ruined my life and right now, I don't know what to do.

Hola, les contacto para ver si me pueden ayudar con el siguiente problema, desde hace un tiempo estoy jugando en una casa de apuestas llamada Casinia que encontré casualmente por redes sociales y comencé a jugar por ahí, ya había observado actividades inusuales en la cuenta e incluso me habían realizados más cargos en mi tarjeta de crédito, pero a la vez mi adicción al juego crecía al jugar en esta página ya que no tenía ningún tipo de restricción y aunque en ocasiones la página se caía o se realizaron en mi cuenta más cargos yo seguía jugando, les escribí en alguna ocasión comentándoles lo de los cargos pero lo dejé pasar, hace unos días volví a jugar y la página estuvo funcionando de formar irregular me retiraron más dinero de lo cuenta que el autorizado,… les escribí comentándoles que la página no había estado funcionando bien y me bloquearon la cuenta, les he pedido los movimientos y no me han contestado, no puedo acceder a la página tampoco para rescatarlos y creo que además es una página que opera sin licencia.¿Creen que habría alguna posibilidad de denunciarlos y así poder reclamar mi dinero? He perdido casi 40.000 euros por la adicción que me han creado y además me han quitado más dinero del que he jugado, me han destrozado la vida y ahora mismo no sé qué hacer

Hello cedoguo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever mention your addiction to the casino?
• Do you have any deposit history from the casino saved which you can forward along with the deposit history from your payment provider?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, the account did not even appear verified, in fact, they did not even ask me to upload my ID, I know that it was a mistake to have been playing like this without even verifying my account, but as I told you, since I found out about this page, my addiction to gambling has been increasing progressively becoming a problem, the multiple messages they sent me to continue playing as well as the lack of restrictions when it came to depositing money into this casino has been what has created this addiction since I have only played at this bookmaker for these months. I have asked them to please send me my history, since they closed the account and I do not have access to anything that I have been able to do at this casino, I have the messages that I have been sending them through email, I have also requested the ones in the chat since I have contacted them there on several occasions.

Hola, la cuenta ni siquiera aparecía verificada, es más no me solicitaron ni siquiera que subiera mi DNI, sé que es un error haber estado jugando así sin que ni siquiera me verificaran la cuenta, pero como les comento desde que conocí esta página mi adicción al juego ha ido aumentando de forma progresiva convirtiéndose en un problema, los múltiples mensajes que me enviaban para que siguiera jugando así como la falta de restricciones a la hora de ingresar dinero en este casino ha sido lo que ha creado esta adicción ya que solo he jugado en esta casa de apuestas durante estos meses. Les he pedido que por favor me envíen mi historial, ya que cerraron la cuenta y no tengo acceso a nada de lo que yo haya podido hacer en este casino, tengo los mensajes que yo les he estado enviando a través del correo electrónico , los del chat también se los he solicitado ya que me he puesto en contacto con ellos por ahí en varias ocasiones.

Hello cedoguo,

Did you ever mention gambling addiction to the casino?

If not, the casino has basically no reason to refund any kind of money as they could not know about your gambling issues.

The player is eligible only if the casino fails to close the player's account once gambling addiction has been mentioned.

Regards,

Nick

Dear cedoguo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.