HomeComplaintsCasinia Casino - Player’s account remains open despite closure requests.

Casinia Casino - Player’s account remains open despite closure requests.

Amount: 10,000 CHF

Casinia Casino
Safety Index:High
Submitted: 23 Dec 2024
Case opened Current status

Waiting for Casino Guru to reply

5d 21h 24m 56s

Case summary

yesterday

The player from Switzerland faces ongoing issues with a casino, including a low maximum withdrawal limit, denied withdrawals, and misleading information from support. After multiple attempts to close the account and receiving unsolicited bonuses, she requests a refund of all her deposits and assistance in closing her account, as she feels deceived and discontented with the service.

Public
Public
yesterday
Translation

On 9/10/2024, I received an email with a bonus for me without requesting anything. I started my experience with the platform and as I deposited over time, I reached October. By the end of October, with enough deposits and having won a sum of 8,000, I attempted to withdraw the winnings but was limited to a maximum withdrawal of 800. I checked again after 30 minutes and saw that the withdrawals were under review. This seemed suspicious, so I contacted the live chat assistant, who explained my situation: the low withdrawal was due to my low profile on the platform. If I had been at a higher level, I could have withdrawn more. Fine, I thought, and regarding the review of my withdrawal, they explained that since I was abroad and depositing in a foreign currency, I might have issues with my withdrawals. At this point, I was disappointed. After closing the chat, I checked the withdrawal again and saw it was denied. Angry and frustrated with the lost deposits, I gambled away all my winnings and lost. I stopped playing for a few days, then received an email stating that due to my large deposits, I was entitled to bonuses and that I had reached a higher level allowing me to withdraw more than I could before. Okay, I played with the bonus. As of today, I have made another deposit, made a withdrawal of 1,000, and realized that the live support in late October was deceiving me. The platform consistently blocks higher bets. Today, I filed a complaint and was given 20% of my last deposit. Now, I am not asking for the winnings that were denied to me, but for the refund of all my deposits, especially since I requested multiple times to close my account, which was never considered. Instead, when I asked for closure, they sent bonuses to encourage me to play and deposit more. Today, I don't know how much I've deposited and don't want to know, but I have been completely deceived. Just the fact that my request for account closure wasn’t carried out could be grounds for a complaint. Moreover, being told that I would have problems with withdrawals is disheartening because months later, when my level increased thanks to my deposits, I managed to withdraw 1,000. Now, I still have the account, and there's no point in asking for closure because they won't do it. At this point, I am asking for your support to help me recover at least a part of my deposits (money that feels given away). I'd be happy with that, but even if I can't recover them, I’d be content if you could help close my gaming account. I haven't wanted to play since October, but since they don't close my account and keep sending me bonuses when I don't deposit, I no longer want to deposit, receive bonuses, or keep the account. It's not fair service or behavior toward the customer. Thank you, and I look forward to hearing from you.

Automatic translation:
Public
Public
yesterday

Hello BandieMich17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

 

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

 

In the case of self-exclusion, if casino failed in this, player may ask for a refund. In any other case, the player is not entitled for refunds.

 

Thank you very much in advance for your reply.

Best regards,

Nick




Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Edited by a Casino Guru admin
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yesterday
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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5 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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