Casinia Casino - La cuenta del jugador se vuelve a abrir sin su consentimiento.

They keep reopening my account without my consent, and it's happened several times. They send me emails saying they've reopened it, even though I've told them to close it permanently each time because of my gambling problems. I demand a refund of the lost amount and that it be in writing that my account will never be reopened again.

Me reabren la cuenta sin consentimiento y es varias veces, me mandan correos diciéndome que me la an abierto cuando todas las veces les indico que me la cierren de forma permanente por mis problemas con el juego. Les reclamo esa cantidad perdida y que quede por escrito que nunca se me volverá a reabrir la cuenta.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thank you very much for bringing your concerns to our attention. I sincerely apologize for the negative experience you have encountered with Casinia Casino. In order to fully understand the situation, may I kindly ask you a few questions?

• Has the casino previously closed your account due to gambling-related issues?
• Do you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please share any communication you have had with the casino? You can send emails or chat transcripts to my email at attila.g@casino.guru, or feel free to post screenshots here.

I truly hope we can assist you in resolving this issue as swiftly as possible.

Thank you in advance for your response.

Best regards,

Attila

It's currently open because they opened it without my consent, just like before. It was a month ago, after my last deposits, but they've reopened it several times without permission, even though I've repeatedly told them not to reopen it and to close it permanently due to my problems. They're just trying to make me lose money on their site. I understand if I were the one opening it, but they've been doing this for months, enticing me with bonuses. I also want to know if there's an effective way to prevent this from happening again. I haven't lost anything now because I don't have any money, but I would have lost money just like before. I want it closed permanently and a refund of the amount corresponding to the last unauthorized opening.

Actualmente está abierta por qué me la han abierto sin consentimiento como las veces anteriores, hace un mes de los últimos depósitos, pero han sido varias veces las que me la han reabierto sin permiso cuando ya les tengo más que dicho que no me la reabran que la cierren de forma permanente por mis problemas, y solo buscan que tenga perdidas en su página, yo entiendo que si fuera yo quien la abriera pero llevan meses así e incitandome con bonos. Quiero saber también alguna forma efectiva de que esto no vuelva a ocurrir, ahora no e perdido nada por qué no dispongo de dinero pero hubiera caído igual que las veces anteriores. Quiero que se me cierre de forma definitiva y la devolución de dicho importe que corresponde a la última apertura sin consentimiento

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

Dear Pelegrin,

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,

Attila

We’ve reopened this complaint at the request of Pelegrin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Pelegrin,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I sent this as soon as I opened it. Since they gave me a bonus, I made profits and told them I would close the claim if I got paid soon, which hasn't happened, and I lost everything and much more than I deposited. They then gave me €200 as a bonus, which I accepted, and I've lost much more money.

They haven't responded to my complaint nor closed my account. Yesterday, they asked if I agreed to close the account and then sent me game links, just 10 days after I sent the email. The last time I closed it permanently because of my problems, I don't understand why they have the option to reopen it without consent or permission, encouraging us to lose more money.

Esto le mandé nada más abrirla, como me dieron bono tuve ganancias y les dije que la cerraba la reclamacion si cobraba pronto lo cual no a pasado, y lo perdí todo y mucho más que ingresé, me dieron después 200€ de bobo el cual acepte y e perdido mucho más dinero.

No me an respondido a la reclamación ni cerrado la cuenta. Ayer me dijeron si aceptaba cerrar la cuenta y me pasaron enlaces de juego seguido, a los ,10 días de mandar el correo y la vez anterior la cerré de forma permanente por mis problemas, no entiendo que tengan la opción de reabrirla sin consentimiento ni permiso incitando a que perdamos más dinero.

They keep keeping my account open and offering me bonuses. I don't know how to stop them from reopening any of my casino accounts. I always close them permanently, saying I have a gambling problem, and they've proven it by making me lose thousands of euros in a single day. They don't regulate anything and only reopen accounts so we can lose more without any consequences.

Me siguen manteniendo la cuenta abierta y ofreciéndome bonos. No sé cómo hacer para que no puedan reabrirme ninguna cuenta de casino, siempre las cierro diciendo que sea de forma definitiva, que tengo problemas con el juego y lo an comprobado al perder en un día miles de euros, no regulan nada y solo la reabren para eso para que perdamos sin ninguna consecuencia.

My account has already been closed

Ya me han cerrado la cuenta

Thank you for your response, I am glad to hear that your account has been closed. Could you please forward your self-exclusion requests directly to my email? Additionally, please attach receipts of your deposits as well.

You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Best regards,

Attila

I have already sent the requested information to their email.

Ya les e mandado la información solicitada al correo.

And I would like to change the amount of the claim to the sum of the amounts deposited.

Y quisiera modificar el importe de la reclamación por el de la suma de los importes depositados.

Thank you for providing the evidence. After thoroughly reviewing all the information, the earliest mention of gambling problems I could find dates back to May 27. If you have any earlier self-exclusion requests, I would appreciate it if you could forward them directly to my email. Additionally, please send the emails themselves rather than attaching them as screenshots.

Thank you for your understanding and cooperation.

And this is not acceptable, that they have the freedom to open it without any consent, because I did not give them consent to reopen it and the first time they opened it was that email on May 27th, if they had not reopened it and closed it permanently as I requested on April 9th ​​I would not have had those losses.

They can't have the freedom to see someone open an account, lose around €5,000 in two days, and then ask them to close it permanently, only for them to reopen it a month later and send bonuses with the sole intention of making them lose another €5,000. I'm claiming these latter losses; the previous ones are my fault, but if they had closed it as I requested, I wouldn't have lost that money on that site.

Y esto no vale, que tengan la libertad de abrirla sin ningún consentimiento, por qué yo no les di consentimiento de que me la volvieran a abrir y nada más abrirmela fue ese correo del 27 de mayo, ai no me la reabren y la cierran de forma permanente como les solicite el 9 de abril no hubiera tenido esas pérdidas.

No pueden tener esa libertad de ver qué alguien se abre una cuenta pierde unos 5000€ en dos días y esa persona les pida que se la cierren de forma permanente y al mes se la habrán y manden bonos con la única intención de que pierda otros 5000€ yo les estoy reclamando estos últimos, los anteriores son culpa mía pero si ellos la hubieran cerrado como les solicite yo no hubiera perdido ese dinero en esa página.

And as you say, the email is from May 27th, and they didn't close my account until April 6th, 11 days later. This caused me those losses.

Y como tú dices el correo es del 27 de mayo y no me la cerraron hasta el 6 de abril, 11 días después. Ocasionando me esas pérdidas

I don't have the full conversation; the casino can give you that. I deleted the emails so my family couldn't see them, since I have the account on several devices. I took screenshots when I sent them so I would have a record.

No dispongo de la conversación completa eso os lo podrá pasar el casino, yo borraba los correos para que mi familiares no pudieran verlo ya que tengo la cuenta en varios dispositivos, les hacía captura al mandarlos para que constará

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,

Attila

Okay, thanks.

Vale gracias

Hello Pelegrin,

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 also like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account repeatedly reopened?

Additionally, please provide me with the player's full deposit history at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present, please let me know.