Casinia Casino - Igrački nalog se stalno ponovo otvara uprkos samoisključenju.

Hello, I've had my account closed three times now because I'm a gambling addict. The casino keeps reopening it without my consent! I've told them three times that I'm a gambling addict, but the casino keeps reopening the account without my permission, and I keep losing more and more money!

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Dear Christoph90,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the original account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. If possible, send me the entire email threads, not just screenshots.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Christoph90,

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.

I still sent you all this E-Mails!

Dear Christoph90

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, Matej (matej.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,

Veronika

Hello Christoph90, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Casinia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej, thank you so much! I'd like to mention that I can't say exactly how much I deposited because I currently can't access my account!

Dear Matej,

Thank you for inviting us to the conversation.

We would like to inform you that we have just sent our response along with the relevant details directly to your email address.

Kindly review the information at your earliest convenience. Please let us know if you need any further assistance from our end.

Best regards,

Casinia Casino Team

Thank you, I have responded to the message and will post an update here as well, once I receive the reply.

Dear Matej,

Thank you for your update.

We would like to let you know that we are still monitoring our inbox closely, but we have not received any message or reply from you yet. Could you please check if it was sent to the correct email address, or possibly try re-sending it?

We are ready to look into it as soon as it arrives.

Best regards,

Casinia Casino Team

Dear Casinia Casino,

I have responded on Thursday 21/05 to the e-mail address kyc@casinia.com, from which I have received the message on Wednesday, the day prior. I am re-sending it again, but if you want me to forward it to a different mailbox, please let me know the address and I will do it ASAP. Thank you.

Dear Matej,

Thank you for your update.

We are very sorry, but we have checked our system and unfortunately, we did not receive the response.We truly apologize for the inconvenience this has caused.

To ensure everything is received and processed immediately, could you please send us the email directly to support@casinia.com?

Thank you very much for your cooperation and assistance in resolving this matter.

Best regards,

Casinia Casino Team

No worries, dear Casinia Casino, I have forwarded the whole e-mail chain to the Support mailbox as requested above. :)

Dear Matej,

Thank you for your message.

We sincerely apologize for the longer-than-expected waiting time. Please be assured that we are currently reviewing the details of the case and looking into the points you raised. We will provide you with an update as soon as possible.

Thank you very much for your patience in the meantime.

Best regards,

Casinia Casino Team

Hi Matej,

I just wanted to quickly ask about the rules here. Is it allowed for casinos to delay response times? I'm just wondering because I got a reply after exactly 7 days, and now I'll probably have to wait another 7 days for one! It's just out of personal interest.

Thanks.

Dear Christoph90, usually we always allow 2 weeks for response - for both players and casinos. Only Casino Guru is on a 7 days long timer for response. Although, if I see that the casino is misusing the timers, I can request shorter time for response. On rare occasions, I have been forced to close the complaints as unresolved, with all the negative impacts, as that was the only way to get the casino representatives to respond in time and actively work on resolving the case via e-mails. However, I hope that won't be necessary in this case.

Dear Matej,

Thank you for your follow-up, and we appreciate your patience regarding this matter.

We regret the longer-than-usual processing and investigation times for this case. We would like to inform you that we have replied to your email, and we are also in direct contact with the player via email to ensure that this situation is resolved as quickly as possible.

Thank you for your ongoing cooperation and understanding.

Best regards,

Casinia Casino Team

Thank yo uvery much for the response, dear Casinia Casino, I have responded to your message just now.

Dear Christoph90, can you confirm whether you have received communication fro mthe casino and if you agreed to the refund amount? Cheers.