Casea Casino - Das Spielerkonto ist trotz Schließungsantrag weiterhin geöffnet.

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

Es sobre el casino Casea. Ya mande una reseña.

No me quieren devolver el dinero despues de pedir el cierre de mi cuenta por tener gravisimos problemas de adiccion al juego y es algo que pedi varias veces.

Si.se hubiera cerrado no habria perdido los ultimos 400 €.

Perdi 560 € y pedi el cierre de la cuenta pero como no quisieron cerrarla (me mandaban correos preguntando una y otra vez que si queria cerrarla pero NO la cerraban).

Entonces volvi a depositar otros 400 € que son los que reclamo.

Pido ayuda a Guru.

Esta gente no son de fiar por mucho que lo intentes y son muy malas personas poeque sabian que yo tenia problemas graves de ludopatia y seguian dejandome la cuenta abierta para que volviera a jugar y no tienen el sistema de autoexclusion como la mayoria de los casinos.

No es justo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Hi Kristina: I can't send you those emails you're asking for because I deleted everything once the account was closed.

I no longer have access to my account but I continue to claim the last €400 because it is only fair.

Thank you

I've requested the emails I deleted from "gmx" and I'm waiting to see if they can be recovered, but I repeat that if the account had been closed I wouldn't have lost those €400 that I desperately need.

Hola Kristina: no puedo enviarte esos correos que me pides pirque lo borre todo una vez que se cerró la cuenta.

Ya no tengo acceso a mi cuenta pero sigo reclamando los últimos 400 € por ser de justicia.

Gracias

Los correos que borre los he pedido a " gmx " y estoy esperando a ver si se pueden recuperar pero repito que si la cuenta se hubiera cerrado no hubiera perdido esos 400 € que me hacen mucha falta

Dear jobertone,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.