Casinia Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I have informed Casinia Casino of my gambling addiction in several emails and requested that they permanently close my account. The emails are dated November 21, 2024, February 10, 2025, February 24, 2025, and March 13, 2025. According to the casino's terms and conditions, they are obligated to close the account within 24 hours if gambling addiction is detected. This hasn't happened to date. Yesterday, I deposited another €350.00 and lost.

I now request a refund of these deposits, as the casino is responsible for them.

Ich habe Casinia Casino in mehreren E-Mails über meine Spielsucht informiert und gebeten mein Konto dauerhaft zu schließen. Die E-Mails datieren vom 21.11.24/10.02.25/24.02.25/13.03.25. Laut den AGB des Casinos verpflichten sie sich, das Konto bei Spielsucht innerhalb von 24 Stunden zu schließen. Das ist bis zum heutigen Tage nicht passiert. Gestern habe ich erneut 350,00 € eingezahlt und verloren.

Ich bitte nun um Erstattung dieser Einzahlungen, da das Casino hierfür die Verantwortung trägt.

Dear bladezeroone,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your self-exclusion requests with me?
• Do I understand correctly that your player's account is still accessible to you?
• Did you attempt to contact the casino via live chat support when you noticed your requests weren't being addressed?
• My email is tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I sent you the files via email. Unfortunately, the casino hasn't responded to my countless emails. In the live chat, I was simply directed to write an email.

Best regards

bladezeroone

Lieber Tomas,

ich habe Ihnen die Dateien per Mail geschickt. Das Casino hat auf meine unzähligen Mails leider nicht geantwortet. Im Live-Chat wurde ich nur darauf verwiesen eine E-Mail zu schreiben.

Liebe Grüße

bladezeroone

Thank you very much, bladezeroone, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello bladezeroone,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear All,

Thank you for contacting us.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Casinia Casino Team

Dear Casinia Casino,

Please inform us as soon as you have an update.

Dear bladezeroone,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Casinia Team

Dear Casinia Team,

I have checked the answer I received via email and have already replied.

Best regards

bladezeroone

Liebes Casinia Team,

ich habe die per Mail ermittelte Antwort geprüft und bereits geantwortet.

Mit freundlichen Grüßen

bladezeroone

Dear bladezeroone,

Thank you for your reply.

Please be assured that your refund will be processed, and you will receive your payment at the earliest opportunity.

We appreciate your cooperation.

Kind regards,

Casinia Casino Team

Dear bladezeroone,

Please confirm for us as soon as you receive your payment.

Dear Michael,

I have already received the payment.

Thank you very much for your great support in this matter.

Best regards

bladezeroone

Lieber Michal,

ich habe die Zahlung bereits erhalten.

Vielen Dank für Ihre tolle Unterstützung in dieser Angelegenheit.

Liebe Grüße

bladezeroone

Dear bladezeroone,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru 

Dear bladezeroone,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru