The player’s attempts to close his account have been overlooked. The case was successfully resolved, and the player got refunded.
Casinia Casino - Player's asking for a deposit refund.
Amount: €3,000
Casinia Casino
Safety Index:HighSafety Index
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8.6
Casinia Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
I signed up for this casino. On 08.05.2022 I made a request for self-exclusion as I am a pathological player. on 12.05.2022 I made a second request for self-exclusion, but no one listened to me. Unfortunately I played 3,000 euros and on 13.05.2022 I asked them for help. After the third request, they blocked my account, but without giving me any assistance.
I ask for immediate reimbursement of all my deposits for a total of 3,000.00 euros.
A thousand thanks
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2 years ago
Dear Marquez199,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section and I found this:
"Self-exclusion request: you can contact Support Service Team via e-mail: support@casinia.com, and we will close your account within next 24 hours. It's the player's responsibility to notify Casinia of any other accounts the player might have and promise not to open any other accounts. Casinia will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Casinia cannot be held accountable for potential losses on other accounts;"
Do I understand correctly that you sent the first self-exclusion request on the 8th of May and your account was blocked 5 days later?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I will be waiting for your reply patiently.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina,
Yes correct.
as per documents I sent you, the first request dates back to 8 May. No one has ever answered me.
the second request dates back to May 12 and no one has ever answered me.
the third request dates back to May 13, with a huge loss of money, and magically they closed the account.
unfortunately, however, they did it really too late
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2 years ago
Thank you very much Marquez199 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Marquez199.
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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2 years ago
Translation
Please help me, more than sending emails according to what is stated in the terms and conditions of the casino I don't know what I could have done. I have respected their rules, but they are not respecting me, and I am now in extreme difficulty economically.
They never even answered me, I am completely abandoned to myself.
I really don't understand why they're doing this to me.
Please help me
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2 years ago
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I report that the casino asked me for videos, which I promptly sent, and from there, they disappeared. I tried to make them a proposal, an agreement. In this agreement, I requested only 2,000 euros in reimbursement, and 1,000 would have paid me directly, but no one ever answered me.
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2 years ago
Dear all,
Thank you for reaching out!
We apologize for the delay with the reply. We would like to extend the time for the complaint review. We will investigate the case deeply taking into consideration everything mentioned and get in touch with the customer as soon as possible.
Sincerely,
Casinia.com
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2 years ago
Hello there.
Thank you very much for your cooperation. I am extending the timer by 7 days. Let us know if you require more time, it is not an issue.
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2 years ago
Dear Casinia Casino team.
Please, is there any new info about the case or do you need more time?
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2 years ago
Translation
With me they have completely disappeared, despite the fact that I have sent everything they asked me.
help me at least you.
as mentioned, I am willing to lower the figure and bring it to 2000 euros instead of 3000
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2 years ago
Dear All,
We would like to apologize for the delay and to inform you that we are going to reach out to the customer at the nearest time.
As soon as there is progress on the matter, we will provide an update accordingly.
Thank you for your cooperation.
Best regards,
Casinia.com
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2 years ago
Translation
Good morning ,
I received a reply from the casino managers. I ask that this discussion be kept open so that I can give you a definitive answer.
For now they are really nice and I think we will be able to find an adequate solution for both sides.
I'm not having any particular problems. Consequently, I believe that the belated response on their part is simply given by the considerable amount of work they are faced with.
Thank you
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2 years ago
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Update of the "complaint".
They wrote to me on Friday saying that they would like to refund € 1,500.00. I asked to get at least 1,800 euros, explaining some reasons for my request. They haven't answered me down. I hope they let me know something in the day because I need to know.
Greetings
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2 years ago
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Hello, unfortunately no updates. They didn't give me any feedback on that.
Everything seemed to be going well and instead they don't tell me anything anymore. I'm in trouble'.
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2 years ago
We would like to ask the Casinia Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Dear all,
We would like to thank you for your cooperation and to inform you that the matter has been settled by both parties directly and the case is considered closed by both the customer and Casinia.com, as also outlined by the client in the previous message.
Best regards,
Casinia.com
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2 years ago
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We only wait a few days for the claim to be closed so that they can confirm that they have received payment.
thank you
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2 years ago
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Good morning ,
absolutely yes! the complaint is considered closed. I have received the payment
Thanks a lot to everyone
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2 years ago
Dear Marquez199,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
