The player from Switzerland had requested Casinia Casino to block his account due to a gambling addiction, but the casino failed to act on his requests sent on 29.04.2024 and 25.05.2024. As a result, he lost 10,000 CHF and faced a financial crisis. We explained that without evidence of informing the casino about his gambling addiction, we could not assist with his refund claim. The complaint was rejected due to lack of proof.
Casinia Casino - Player asked the casino to block account but this was not honored.
Amount: 10,000 CHF
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Dear Guru Team,
I registered at the "Casinia" casino to play. After realizing that I had lost too much money and recognizing that I suffer from a gambling addiction, I requested via email that they block my account. On 29.04.2024, I contacted them via email to close my account, explaining my reason, but nothing happened. As a result, I lost 5000 CHF.
On 25.05.2024, I emailed them again to close my account for the second time. They asked for my reason again, and after I explained, still nothing was done, leading me to lose another 5000 CHF. In total, I have lost 10000 CHF even though I asked them to block my account. I am now facing a financial crisis because they did not block my account.
What can I do?
Thank you and best regards,
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6 months ago
Dear lavdimberisha,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
In the screenshots you provided us with, you didn't specify in your emails that you wanted to close your account due to gambling addiction. This is vital for us since we are able to assist only those players who mention gambling problems when requesting account closure. If you never informed the casino of gambling problems, in our view, you are not eligible for refunds of your deposits.
Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed. Thank you for your understanding.
Best regards,
Veronika
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6 months ago
Translation
Hello Veronika
I told them this in the live chat, but I no longer have access to the chat history. I hope you can help me.
With kind regards
lavdim
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5 months ago
Translation
Hello Veronika
I still haven't received any response from Casinia..
what's it like? I really have a financial problem.
greeting
lavdim
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5 months ago
I'm sorry, but without a screenshot or transcript showing that you informed the casino of your addiction and requested to be self-excluded, we are unable to assist with your refund claim for lost deposits.
This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
