Casinia Casino - Player complains about immediate reopening after self-exclusion.

After requesting self-exclusion due to gambling addiction, I asked for my account to be reopened...

They reopened my account after sending me a message stating that I assume all responsibility and do not suffer from gambling addiction... there was no cooling-off period... it was reopened immediately... I obviously have issues with gambling, I have spent over 5000k in this casino and never withdrew anything.

I am asking for the refund of the 1800 Euros that I deposited after I requested self-exclusion due to gambling addiction.

Dear MarinaAndreea,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When exactly did you request to be self-excluded from the casino due to gambling addiction?

When exactly did you ask the casino to re-open your account?

Did you confirm the statement that you no longer suffer from gambling addiction, when you asked for your account to be re-opened?

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

Veronika

I requested closure from June 13th to June 26th when they finally closed the account reopened on July 24th

I have serious problems related to compulsive gambling I'm ruining my life I'm losing everything home work family ... give me a hand please I have to pay 15,000 euros in debt and I don't know how I'll do it

I've never won anything in this casino but it's the only one that lets me play the altri.com won't let me log in due to self-exclusion I think unilateral

Hello can I speak to someone from you please

Please help me, they won't close my account and I've lost more money

Dear MarinaAndreea,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you any further.

Good morning, my requests were many as you can see in this photo,

I opened the mai ora to look for all the messages and they magically disappeared from the mai .... in addition to having the game problem I have more than 50 screen shots of the malfunctioning slots that only made me lose and always blocked they always gave errors They never answered my requests, they only told me it was a mistake on my phone

I'm desperately looking for the emails... yet none of those sent to you in screen shot are also in the email... how is this possible? I've never deleted anything.

I also show you all the error screens of this platform.



I'm sorry but in the screenshots you provided us with, you stated that you wanted to close your account because you are playing too much and you'd like to take a break. We'd really like to help you, but as I mentioned before, it is necessary to mention in your message to the casino that you are addicted to gambling. Otherwise, the casino may reopen your account anytime.

I don't think so... because anyway they made me send the message that I'm not addicted to gaming... otherwise they wouldn't have done it... and then I can't find the messages anymore and I didn't delete them...

Then I don't understand what wallet error means? Every time I played it gave errors I have more than 50 screen shots of chat errors... in my opinion there is some trick because in 7000 euros I never won anything, and every time I started to win something the slots gave errors

In any case, even just for the constant slot errors, could you give me a hand? There is something weird

I'm sorry but we are not able to assist you with glitching games. In these cases, we usually recommend players choose different slots to play.

I'm afraid there is nothing else we can do to help you and 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.