Casinia Casino - Igračev nalog je zatvoren, ali ponovo otvoren bez pristanka.

Dear Casino Guru team,

I am writing to request your support in disputing funds lost due to gross negligence by the casino.

The facts are as follows:

On February 3, 2026, I requested and obtained the permanent closure of my account. In the closure ticket, which I can provide as proof, I explicitly stated that I suffer from gambling addiction.

On March 18, 2026, the casino sent me a promotional email offering exclusive bonuses.

When I tried to log in, I found that my account had been unlocked without my request.

Sending promotional materials and reopening an account to a player who has declared a gambling addiction are unacceptable. This negligence has led me to deposit and play again.

I ask for your help in asserting my rights and obtaining a full refund of all deposits made since March 18, 2026.

I remain available to send screenshots of the emails and the closing ticket.

Best regards.

Spettabile team di Casino Guru,

Vi scrivo per richiedere il vostro supporto per contestare i fondi persi a causa di una grave negligenza del casinò.

I fatti sono i seguenti:

In data 03/02/2026 ho richiesto e ottenuto la chiusura definitiva del mio account. Nel ticket di chiusura, che posso fornirvi come prova, ho esplicitamente dichiarato di soffrire di ludopatia.

In data 18/03/2026, il casinò mi ha inviato un'email promozionale offrendomi dei bonus riservati.

Provando ad accedere, ho scoperto che il mio account era stato sbloccato senza alcuna mia richiesta.

L'invio di materiale promozionale e la riapertura del conto a un giocatore che ha dichiarato una dipendenza dal gioco sono azioni inaccettabili. Questa negligenza mi ha indotto a depositare e giocare nuovamente.

Vi chiedo aiuto per far valere i miei diritti e ottenere il rimborso integrale di tutti i depositi effettuati a partire dal 18/03/2026.

Resto a disposizione per inviare gli screenshot delle email e del ticket di chiusura.

Cordiali saluti.

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.

Dear gianlucxx,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with the casino regarding your account and the promotional email you received.

To better understand the situation and provide you with more effective assistance, I would like to emphasize that casinos should refrain from sending any marketing materials to individuals who are known to have a gambling addiction or who have requested self-exclusion. Your well-being is our priority, and promoting responsible gaming practices is essential.

Could you please clarify a few details:

• Can you provide a copy of the closure ticket you mentioned, confirming your request for account closure?
• When exactly did you notice that your account had been reopened without your request?
• Did you explicitly request to be excluded from any promotional offers during your self-exclusion period?

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

Best regards,

Petra