The player from Austria had attempted to close her account with Casinia Casino numerous times due to a gambling problem, starting in January, but the casino had failed to act. Despite her requests, the casino had assigned her a VIP manager, offered her a bonus, and she had continued to deposit more funds. The player had reported her gambling addiction to the casino for the first time on March 29th and her account had remained open and unrestricted even after repeated requests for self-exclusion. After contacting the casino via live chat, her account was finally blocked but she had received no response regarding financial compensation. Despite our efforts to assist, the player had failed to provide necessary evidence of her deposits to the casino since her first mention of gambling addiction. Consequently, we had been unable to investigate further and the complaint was rejected.
Casinia Casino - Player's account hasn't been closed despite multiple requests.
Amount: €8,000
Casinia Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I initially registered with Casinia Casino at the beginning of January and requested via email to close my account following my first few deposits on 08.01.24. According to Casinia's website, the account closure should take place within 24 hours. However, this did not occur leading me to make a subsequent request via email on 13.01.24. Unfortunately, nothing transpired leading me to make yet another request on 16.01.24. Again nothing happened and I was unrestricted in making further deposits and playing. On 06.03.24 I was assigned a VIP Manager. I also sent her an email asking to close my account. I was then offered a bonus of 400€ which I accepted.
Today, I sent another email with the intention of negotiating a refund. I also mentioned that I have a gambling addiction, however, up to now, I've only received an email offering a bonus of 10 spins.
Hello butterfly,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the first time you mentioned gambling addiction to the casino? Would it be possible to forward those requests to nikolas.b@casino.guru for further review? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello,
Since I started playing at Casinia, I have never been asked to verify my account. Not even with my 3 withdrawals. Yesterday I wrote another email to Casinia and mentioned my gambling addiction there. I also wrote that I hope for an agreement. That was at 11:40 and at 2:10 I received an email with 10 spins as a bonus.
Hello butterfly,
Is this the first time you mention gambling addiction? What did the casino respond? Is your account currently still open?
Hello Nick,
In my last email to Casinia on March 29th, I mentioned gambling addiction for the first time.
I also didn't assume that I would have to state this if my player account was deleted. Closure was not a problem at other casinos. Apart from that, I have not received a response to any email to date. My account is currently still open.
Hello butterfly,
Can you please forward the request from 29.3. to nikolas.b@casino.guru?
Hello Nick,
I forwarded the email from March 29th and the one I sent again today
Even after the email I sent to Casinia on Friday (self-exclusion), I can still use my account today without any restrictions. Again, there has been no response from Casinia.
Hello butterfly,
Can you please forward the exact same e-mail you sent them (not just the text from it)?
I forwarded the emails.
What can I do to get my money back?
I contacted them today via live chat and explained my situation again. My account was then finally blocked. My question about financial compensation was not answered.
Hello butterfly,
Glad to hear that the account is now blocked. Can you please forward an evidence of your deposits since the first mention of gambling addiction to my e-mail address?
Hello,
I have sent you the statements from my bank account and credit card by email.
Hello butterfly,
Thank you for the bank statement. However, it is not possible to identify where that money was sent to. Isn't there any other kind of statement which would show that the they were the deposits into the casino?
