The player from Spain requests assistance after Casea casino refused to refund his money following multiple requests to close his account due to gambling addiction. He lost €560 and deposited another €400, which he is now claiming. He expresses concerns about the casino's lack of a self-exclusion system.
Casea Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for player to reply
6d 23h 8m 46s
Casea Casino
Safety Index 7.1 Above averageCase summary
Discussion
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Public
2 days ago
Translation
It's about the Casea casino. I already submitted a review.
They refuse to refund my money after I requested the closure of my account due to serious gambling addiction problems, something I requested several times.
If it had been closed, I wouldn't have lost the last €400.
I lost €560 and asked to close the account, but they refused to close it (they kept sending me emails asking if I wanted to close it, but they wouldn't).
Then I deposited another €400, which is what I am claiming.
I ask Guru for help.
These people are not to be trusted no matter how hard you try, and they are very bad people because they knew I had serious gambling problems and they kept leaving my account open so I could play again, and they don't have a self-exclusion system like most casinos.
It's not fair
Automatic translation:
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51 minutes ago
Important notice:
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If anything seems suspicious, contact us directly.
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51 minutes ago
Dear jobertone,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@casea.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account?
Thank you very much for your cooperation.
Best regards,
Kristina
