The player from Germany repeatedly requested account closure but was ignored by casino support since August 1, 2024. Despite making further requests and depositing funds, her account remained open as of August 20, 2024. The Complaints Team concluded that the player needed to provide a self-exclusion request to proceed with closing her account, emphasizing the importance of clear communication and documentation in future requests. The complaint was closed as the necessary evidence for further action was not provided.
Casinia Casino - Player’s account closure request is delayed.
Amount: €418
Casinia Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I have contacted support multiple times to request the closure of my account - without success. My request for closure on August 1, 2024, was ignored. In the meantime, I made deposits and placed bets. On August 8, I once again requested the closure of my account, which the casino is obligated to do. So far, I have only received responses from support stating that they are forwarding the request.
As of today (August 20, 2024), my account remains open.
Automatic translation:
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2 months ago
Dear rebekkare,
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 a 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 gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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2 months ago
Translation
Hello Dominic,
I have sent you the relevant history, starting on July 27th.
The reason I gave at the time was that my income exceeded my expenses.
I was then offered a bonus, which I claimed. However, on July 31, I finally decided to close my account.
There were several chatters
runs with customer service, but no confirmation of closure.
Thank you and kind regards,
Rebekah
Automatic translation:
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2 months ago
Dear rebekkare,
I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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
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 material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
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."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. 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.
