The player from Germany requests self-exclusion from the casino, which has not been processed despite multiple emails over weeks. She expresses that the casino failed to comply with its terms and conditions, resulting in significant financial losses, and she seeks a refund of her funds.
Casinia Casino - Player's self-exclusion request has been delayed.
Amount: €7,500
Casinia Casino
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Case opened
Current status
Waiting for Casino Guru to reply
2d 9h 26m 5s
Case summary
5 days ago
Public
Public
6 days ago
Translation
Hello, I have written several emails and have been asking this casino for weeks to self-exclude me. I couldn't control myself and lost a lot of money that could have been avoided if the casino adhered to its terms and conditions by blocking players within at least 24 hours after multiple requests. I have been waiting for weeks and have lost even more money. I am asking you to refund it. I have proof of my requests and my numerous deposits. I know it's an addiction, but the casino is obligated to support its players in such cases. My account is still not blocked, and I have gambled away all my money this month, even though I have been requesting for weeks to have it blocked to prevent situations like this. I hope for a decent solution.
Automatic translation:
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Public
5 days ago
Dear simoneau703,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
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
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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5 days ago
Translation
Thank you Dominika,
I sent you an email with the emails and requests, but I miscalculated the amount I lost because I checked the deposit history and the amount is around 7500 and not 5500 euros
Best regards
Edited
Automatic translation:
Casino Guru is examining the case
