Casinia Casino - Player's account closure request is delayed.

Good evening, I have always tried to close my account and they keep delaying it. There is no self-exclusion option, and having a problem with gambling has resulted in losses of more than €10,000 since November. I always try to close the account, but they come up with something, even to the point of calling me and offering to reopen it. I request a minimum refund of 4000% without excuses. Best regards,

Dear vane20061997,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about ongoing gambling problems? Could you please share your original requests to self-exclude or close your account? Share screenshots here or send the information to my email at tomas@casino.guru
• Is your casino account currently open?
• Could you please explain what the disputed amount of €3200 refers to in this situation? Is this amount the deposits you made to the casino since November last year?

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

Best regards,

Tomas

Dear vane20061997,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.