Casinia Casino - La cuenta del jugador ha sido reabierta.

On April 25, 2025, I received confirmation that my account had been permanently closed at my request due to gambling addiction.

Since the beginning of the year, I've been receiving Element advertisements and bonuses. Due to my addiction, I tried logging in and playing, and it worked! My account had simply been reopened!

Therefore, I demand my deposit of €120 back.

The guidelines were clearly violated.

Attached are the deposit details and the email from back then.

Am 25.04.2025 kam die Bestätigung, dass mein Konto auf Grund von Spielsucht auf meinen Wunsch hin geschlossen wurde dauerhaft.

seit Anfang des Jahres erhalte ich Element Werbung und Boni. Auf Grund meiner Sucht habe ich mich versucht einzuloggen und zu spielen, mit Erfolg! Mein Konto war einfach wiedereröffnet worden!

Daher verlange ich meine Einzahlung in Höhe von 120€ zurück.

es wurde klar gegen die Richtlinien verstoßen.

Angehängt die Einzahlung und die Mail von damals.

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Dear benediktmerkel,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
• When exactly did you access your account again?
• Do you currently have access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The email has been forwarded. I first regained access this year in May, as far as I can remember. The account is currently active.

Mail ist weitergeleitet. Zugriff war erstmalig wieder dieses Jahr im mai soweit ich mich erinnern kann. Konto ist aktuell aktiv.

Dear benediktmerkel,

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, Martin (martin.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,

Kristina

Hello benediktmerkel,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email to the casino, explicitly mentioning self-exclusion and gambling addiction. I would also like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative,

as the player has issues with gambling, please close his account as soon as possible.

Additionally, could you please check the case and explain the matter to us? Why was the player's account reopened? Is the casino willing to issue a refund of the player's deposits?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

We are investigating this matter and will reply once completed.

Kind Regards,

Casinia Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review. In the meantime, please close the player's account when possible.

Dear Casino Guru,

We have contacted the client to request their bank details so we can proceed with processing the refund.

Kind Regards,

Casinia Team

Dear casino representative,

thank you very much for your cooperation. We will now await the player's confirmation.

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

Dear benediktmerkel,

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,

Martin