Casinia Casino - Pelaaja ei voi asettaa itselleen pelikieltoa kasinolta.

I'm requesting self-exclusion due to gambling addiction, but they won't close my account. They're not responding to my emails.

Estoy solicitando la AUTOEXCLUSION debido a la ludopatía y no me cierran la cuenta. No me contestan al correo que les mando

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Dear josevelezortega70,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika