Casinia Casino - Igrač ne može da zatvori nalog i traži povraćaj novca.

I cannot self exlcude from this casino. I have emailed and been explicit about an addiction and the need to close the account.

They do not reply. They send unsolicited bonuses.

I am requesting them to close my account, stop soliciting me, & refund of any deposit (-withdrawal) since I requested closure last year.

I am attaching the original request to close + deposit/withdrawal history + user account info + chat support acknowledging they see my emails.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Casinia Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please advise when was the last time you made a deposit in this casino?
• Do you currently still have access to your casino account?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Have you received any responses from the casino via email regarding your self-exclusion requests? No. If you are able to pull my chat transcripts I requested multiple times and was directed to email them. I did and they've never replied. I believe this to be an intentional tactic to evade accountability. I sent a screenshot of their chat team acknowleding that they have seen my emails but they've actioned nothing.

Could you please advise when was the last time you made a deposit in this casino? This past weekend.

Do you currently still have access to your casino account? Yes. And they continue to send offers and unsolicited bonuses.

Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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, Kubo (jakub.m@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

I have been able to confirm that the casino can see my emails. I emailed support this past weekend to ask about an issue depositing, and they got back to me. There is no reasonable reason the casino ignores my requests to self exclude.

Below is a screenshot.

Hello thnksfrtht,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear thnksfrtht,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casinia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casinia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru,

To clarify, the account remained open because we did not receive any gambling addiction complaints or self-exclusion requests.

The player's only contacts were regarding a deposit issue.

We can confirm that players account has now been closed.

Additionally, their details have been removed from our mailing lists.

Kind Regards,

Casinia Team

Dear thnksfrtht,

Could you please provide the original email that was sent to the casino on August 30, 2025, in EML format, exported directly from your email client? You can send the file to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Sent this to you yesterday. I was able to find an earlier instance of requesting account closure. Sent you that as well.

Thank you.

Dear thnksfrtht,

I apologize for the delay in my response.

I have replied to your email. Please review my message at your earliest convenience.

Thank you.

Dear thnksfrtht,

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.

Hello there - I emailed you back twice. I can resend the emails if they got lost.

Dear thnksfrtht,

We seem to be reaching a dead end, as you have once again submitted the same type of material.

While I appreciate your AI-supported research, the information shown in the screenshot you provided does not reflect the actual technical situation. First, you submitted an email sent from yourself to yourself. Then, you submitted another version of the same email, again forwarded from yourself to yourself. Unfortunately, this is not usable for verification purposes, as the metadata of the original message is no longer available in the file you provided.

I specifically requested the original message in Gmail’s native .eml format and provided instructions on how to obtain it. However, the files you keep sending are .msg files, which is the native format used by Microsoft Outlook, not Gmail.

Please try again, but do not use Outlook at any stage. Open Gmail directly in your web browser, locate the original sent message in your Gmail Sent folder, and download the original message as previously instructed.

Thank you.

Dear Casinia Casino,

In the meantime, I would like to ask you to provide screenshots from your CRM showing any correspondence received from the player on your end between February 15 and February 16, 2025, as well as on August 30, 2025.

The screenshots should include the list of messages received from the player, with the date filters visibly set to the specified periods. Feel free to send the screenshots directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

I apologize. I tried linking my gmail in outlook in hopes that it would allow me to find the original sent message. I am trying, but I made a mistake when I originally forwarded the note to myself. I cannot locate the original, but I assure you Casinia has it - sent Saturday, August 30, 2025 7:09 PM.

Im not trying to be difficult, I just cant find it anywhere. Believe me, I've tried everything.

Regardless, I appreciate you & your team. On behalf of all of us that suffer from gambling addiction - thank you.

And they're still sending me unsolicited bonuses

Dear Casino Guru,

Following a thorough review, we have successfully traced the relevant account data.

We are currently auditing the player's complete communication history and will provide all necessary details to you via email shortly.

Kind Regards,

Casinia Team

Dear Casinia Casino,

I look forward to receiving your email.

Thank you.

Dear Casino Guru,

Regrettably, we are currently experiencing a technical issue with sending email attachments, which has delayed our response.

Our team is actively working with our provider to resolve this.

We will keep you updated and send your documents over as soon as the issue is fixed.

Thank you for your patience and understanding.

Kind regards,

Casinia Team

Casinia - It’s been three weeks since you were first asked to send screenshots. Seems like quite a while to figure out sending screenshots.

This feels suspect.

Dear Casinia Casino,

The requested records have now been outstanding for approximately three weeks. As you have confirmed that the relevant account data was traced and the player’s communication history is being audited, please provide the results without further delay.

If the technical issue with attachments persists, the relevant information may be pasted directly into the email body or shared through another secure method. We specifically need the CRM or mailbox records for 15-16 February 2025 and 30 August 2025, with the player’s email address and date filters visible.

If no correspondence exists for either period, please provide screenshots of the filtered search results confirming this.

Thank you for your cooperation.