Casinia Casino - Das Konto des Spielers wurde nicht wie gewünscht geschlossen.

I requested the closure of my account and self-exclusion because there were issues with the games (also, it seems to me that the winnings are significantly lower despite the bets made). They didn't close my account and even credited a cash back of €50, allowing me to continue playing. I find this embarrassing. I want not only the permanent closure of the account but also the refund of the money I played with these past few days.

Ho chiesto la chiusura del conto e l’auto esclusione in quanto avevano problemi con i giochi (tra l’altro mi sembra che le vincite siano nettamente inferiori nonostante le scommesse fatte),non mi hanno chiuso il conto e in più mi hanno accreditato un cash back di € 50 e lasciato giocare.trovo tutto questo imbarazzante,rivoglio oltre alla chiusura definitiva del conto anche l’accredito dei soldi giocati in questi giorni

Dear Ughetto85,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

When applying for self-exclusion, it’s important to clearly state the reason for your request and specify the time period you wish to self-exclude. Additionally, ensure that the subject line of your email is clearly marked and recognizable, as casino support teams handle numerous requests daily. A clear subject line can increase the likelihood of your request being addressed promptly.

Example email format:

Subject: Self-Exclusion Request

Player’s Information:

First name: [Your First Name]

Last name: [Your Last Name]

Date of Birth: [Your DOB]

Casino login: [Your Username/Login]

Email address: [Your Registered Email Address]

Email Body:

"Greetings Casinia Casino,

I am writing to request immediate self-exclusion from this casino and to opt out of receiving any gambling-related marketing materials for a minimum period of [XXX months/years or lifetime].

The reason for my decision is [briefly explain your reason].

I acknowledge that during this period, I will not be able to rescind my self-exclusion, and it cannot be lifted before the agreed timeframe ends.

Thank you for your assistance."

Please send this email to support@casinia.com and feel free to CC me at petronela.k@casino.guru so I can stay updated on any developments. If there are other communication channels, such as live chat or WhatsApp, I recommend using them as well and saving screenshots of all relevant communication.

Thank you in advance.

Best regards,

Petronela

I also sent the email containing the object already on Monday, they credited me with a cash back of €50, they let me deposit money. Taking the bonus of the game with certain winnings (rapid midi maxi jackpot) for 3 times, the bonus was never activated. The winnings are clearly lower than the

episodes and payments. I have sent all the screenshots to the address indicated in your email.

Ho mandato anche la mail contenente l’oggetto già lunedì,mi hanno accreditato un cash back di 50€,mi hanno lasciato depositare denaro.prendendo il bonus del gioco con vincita certa(rapid midi maxi jackpot) per 3 volte,il bonus non si è mai attivato.le vincite sono nettamente inferiori alle

puntate e ai versamenti.ho comunque mandato tutti gli screenshot all’indirizzo indicato nella vostra mail.

Even today they credited me €150 bonus. I'm annoyed by this thing.

Anche oggi mi hanno accreditato €150 di bonus.sono infastidita da questa cosa.

the one who should control the

my situation blocked me on telegram

and other operators do not handle my request

colui che dovrebbe controllare la

mia situazione mi ha bloccato su Telegram

e gli altri operatori non gestiscono la mia richiesta

Hi Ughetto85,

Thank you for sharing the details of your experience. I’d like to clarify a couple of points to assist you further:

• Did you specifically mention a gambling problem as the reason for requesting the permanent closure of your account? From the screenshots you forwarded, it seems the primary issue mentioned was that the game Green Chilli didn’t work, leading you to play other games instead.
• I noticed that the email you mentioned was sent directly to me, rather than the casino as I had advised earlier. Could you please confirm if you’ve also reached out to the casino about your concerns?

These details are important to help us address your case appropriately and determine whether the casino acted in accordance with responsible gambling policies.

Looking forward to your reply.

Hi yes I also sent the

email correctly to them, specifying all the possibilities of the case, I was blocked by the "VIP manager" who was following my case, and today I still don't know anything, on their site, in the

responsible gaming section it is written that once the self-exclusion request is sent they take 24 hours to complete it, here it is now more than a week

Ciao sì ho mandato anche la

mail correttamente a loro,specificando tutte le possibilità del caso,sono stata bloccata dal "manager vip" che seguiva il mio caso,e a oggi ancora non so nulla,sul loro sito,nella

sezione gioco responsabile è scritto che una volta inviata la richiesta di auto esclusione impiegano 24h per portarla a termine,qui ormai è più di una settimana

Hi Ughetto85,

Thank you for your reply.

Could you please forward the email you sent to the casino, specifically mentioning the details of your self-exclusion request and the response (or lack thereof) you received? This will help us further assess the situation and take the appropriate steps.

You can send it directly to my email at petronela.k@casino.guru.

Looking forward to receiving the information.

I'm sending you everything to yours

email. Also the screenshots of the communications on Telegram with the "vip manager" who promptly blocked me. To date I have not yet had

no news thanks

Ti mando tutto alla tua

mail.anche gli screenshot delle comunicazioni su Telegram con il "vip manager" che mi ha prontamente bloccato.a oggi non ho avuto ancora

nessuna notizia grazie

Hi Ughetto85,

Thank you for your response. I completely understand that this situation has been frustrating for you, and I appreciate your patience.

However, after reviewing all your messages to the casino, it is clear that your self-exclusion requests were based on the fact that Green Chili slot wasn’t working and that you didn’t want to play other games. While I understand your frustration, this is not a valid reason for a casino to apply a responsible gambling self-exclusion.

Self-exclusion is specifically intended for players who are struggling with gambling-related issues and need to restrict their access for their own protection. If you genuinely need self-exclusion for this reason, you must clearly state it to the casino. Otherwise, they will not recognize your request as a responsible gambling measure.

This is the last opportunity for you to send a proper self-exclusion request to the casino. If you fail to do so, we will have no choice but to stop your complaint immediately, as the evidence you provided does not support a valid self-exclusion claim.

To move forward, please send the casino a clear and direct self-exclusion request stating that you need to self-exclude due to gambling-related issues. You can also install BetBlocker, a free tool that blocks access to gambling websites, for additional protection: https://betblocker.org/

If you send this request and receive a response from the casino, please forward it to me as soon as possible. However, if we do not receive a proper message from you, we will close your complaint.

Thank you for your understanding, and I hope you take the necessary steps to protect yourself.

Hi Ughetto85,

Thank you for sending a proper self-exclusion request on January 31st.

• I wanted to check in and ask if you received any acknowledgment from the casino regarding your request.
• Has your account been properly self-excluded?

Please let me know, and we’ll continue to assist you in resolving this matter.

Good morning, no, I have not received any more emails or other news from the casino, except the email that I have already forwarded to you (received on 01/30).

I still believe that this casino does not respect any rules, as it is specified that after a self-exclusion request by the customer they take 24 hours to close the account, when I asked for self-exclusion they credited me with a bonus and let me play peacefully, fueling gambling, in addition to the fact that the bonuses and games did not work correctly.

if on the side

certain behaviors are required of the player then it would be CORRECT THAT THERE IS ALSO FAIRNESS AND RESPECT FOR THE RULES ON THE CASINO'S SIDE!!!!!!!

Buongiorno no non ho più ricevuto né mail né altra notizia dal casinò.se non la mail che vi ho già girato (ricevuta il gg 30/01).

credo comunque che questo casinó non rispetta alcuna regola,in quanto è specificato che dopo una domanda dí autoesclusione da parte del cliente loro impiegano 24h per chiudere il conto,loro alla mia domanda di autoesclusione mi hanno accreditato bonus e lasciato giocare tranquillamente alimentando il gioco d’azzardo,oltre al fatto che i bonus e i giochi non funzionavano correttamente.

se dalla parte

del giocatore sono richieste determinati comportamenti allora sarebbe CORRETTO CHE ANCHE DALLA PARTE DEL CASINÓ CI SIA CORRETTEZZA E RISPETTO DELLE REGOLE!!!!!!!

Thank you very much, Ughetto85, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Ughetto85, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casinia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence regarding the self-exclusion request and provided cashbacks.  

Thank you for your patience and cooperation in advance.

We would like to ask the 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’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

Kindly be informed that customer account was already closed on 21/01/2025.

Best Regards

Casinia Team

Dear Casinia, with a screen shot and email sent with the date of confirmation of account closure, I received it on Thursday 13/25 from your operator Francesco, before that date there are only your pre-set emails "we take charge of the situation" .. I'm smart not to pay more money into your "casino", my requests for self-exclusion and account closure date back to 13/01/25! On YOUR site it is clearly written, in the responsible gaming section that requests for closure and self-exclusion are processed within 24 hours and not in more than a month as in my case, among other things you encouraged me with bonus credits to play and you did not block my deposits, effectively fueling gambling, let's then talk about the games, several times I took the bonus (with a sure win) and several times (with photos and screens) the bonus was never opened. I have been forwarding emails to @casinoguru with your NON-RESPONDENCES since the beginning, they have the dates, if you are not serious you should not pass off players as crazy, after they make you tons of deposits.

I will lose my money but nobody stops me from telling my experience towards your. PSEUDO CASINO.

Gentile casinia con tanto di screen shoot e mail inviata con data la conferma della chiusura del conto l’ho ricevuta giovedì 13/25 dal vostro operatore Francesco,prima di quella data ci sono solo vostre mail pre impostate "prendiamo in carica la situazione"..intelligente io a non versare più soldi nel vs"casinò",le mie richieste di autoesclusione e chiusura conto risalgono al 13/01/25! Sul VOSTRO sito è scritto chiaro,nella sezione gioco responsabile che le richieste di chiusura e autoesclusione vengono elaborate in 24h e non in più di un mese come nel mio caso,tra l’altro mi avete invogliato con accrediti di bonus a giocare e non avete bloccato i miei versamenti,alimentando di fatto il gioco d’azzardo,andiamo poi a parlare dei giochi,più volte preso il bonus (con vincita sicura)e più volte(con foto e screen)il bonus non si è mai aperto.è dall’inizio che inoltro le mail a @casinoguru con le VS NON RISPOSTE le date le hanno,se voi siete poco seri non dovete far passare i giocatori x pazzi,dopo che vi fanno fior fior di versamenti.

perderó i miei soldi ma nessuno mi vieta di raccontare la mia esperienza verso il vostro. PSEUDO CASINO.

Thank you for the replies!

Dear Casinia Team, could you please confirm that the account has been not only blocked, but also marked as self-excluded due to the gambling addiction, and that the player will not be able to re-open it or make a new account with the same credentials?

closure requested on 01/13, taken charge (with email response from the casino), never heard from them again, except for bonuses to encourage me to play. Yes, on their website it is clearly written that accounts are closed after 24 hours, which was not the case.

it's actually a scam.

chiusura richiesta il 13/01,presa in carico (con risposta mail da parte del casinò),mai più avuto notizie da loro,se non bonus x invogliarmi a giocare.eh si che nel loro sito è scritto chiaramente che i conti vengono chiusi dopo 24h.cosa che non è stata.

di fatto è una truffa.

Dear Ughetto85,

As I have tried to explain via e-mails: sending a message to the VIP team, asking for a refund and account closure due to not liking their games - that is not the correct procedure. However, I agree that the request should have been forwarded to the support team who should further inquire as of why you wanted to close the account. And after re-confirmation form yourself - casino should have close your account sooner.

However, that would be just a standard account closure, that could have been reversed later on. Since you have mentioned gambling addiction at the end of January 2025, I will do my best to ensure the account has been closed as "self-exclused for life due to the addiction", with no chance for re-opening ever again, to keep you protected.

I would like to point out that in the summer of 2024 I requested the closure of the account, that time within 48 hours the account had been closed without this ridiculous procedure. And REGARDLESS of my reasons if I request the closure of the account the "gentlemen" must take note of it within the following 24 hours.

Today I tried to log into my Casinia account which is "under review", in fact I am not allowed to enter, but I will be the one to stay away from a casino that 1 does not even guarantee you winnings and bonus games with a sure win (the bonus window does not open, to be precise in the piñata popper game where once you have taken the bonus you are certain to win a mini midi or maxi jackpot), 2 withdrawals are slow and so the winnings are played again, 3 they do not respect the rules that they themselves write (closure in 24 hours) but when ever???!! due to their negligence and my stupidity I will have lost €800 but they have made a figure worthy of scammers, note the majority of negative reviews on Trustpilot that indicate them as such. Greetings

Sottolineo il fatto che nell’estate 2024 ho richiesto la chiusura dell’account,quella volta nel giro di 48 ore l’account era stato chiuso senza questa ridicola trafila.e INDIPENDENTEMENTE dalle mie motivazioni se io richiedo la chiusura dell’account i "gentil signori" devono prenderne atto entro le 24h successive.

Oggi ho provato ad entrare nel mio account Casinia che risulta"in revisione",di fatto non mi è permesso entrare,ma sarò io a stare alla larga da un casinò che 1 non ti garantisce nemmeno le vincite e i giochi bonus con vincita sicura(la finestra bonus non si apre,x la precisione nel gioco pignatta popper dove una volta preso il bonus si ha la certezza di vincere un jackpot mini midi o maxi),2 i prelievi sono lenti e così le vincite vengono rigiocate,3 non rispettano le regole che loro stessi scrivono(chiusura in 24h) ma quando mai???!!per loro negligenza e x mia stupidità avrò perso io 800€ ma loro hanno fatto una figura degna di truffatori,da notare la maggior parte di recensioni negative su trustpilot che li indicano come tali.saluti

Dear all

Kindly be informed that customer gaming account is closed permanently without possibility to be re opened.

We had also had send evidence of customer closure request on 13/01/2025 and that there were no RG issues mentioned anywhere.

We hope this clarify the situation for you.

If you have any additional questions don't hesitate to ask us.

Best Regards

Casinia Team

No I have no further questions, but as already happened in the summer of 24 where I requested the closure of the account and in 48 hours you closed the account, without too much fuss, you could have closed it this time too,

It seems strange to me that a player in order to have his account closed (and in my case be taken into consideration) must say he has a problem with gambling, because otherwise it is not taken into account when you have to line your pockets. I repeat, on your site it says closure in 24 hours with me it took more than a month and in addition to belittling people you also treat them with am€

No non ho ulteriori domande,ma come già successo nell’estate 24 dove ho richiesto la chiusura conto e in 48h avete chiuso il conto ,senza troppe sceneggiate,potevate chiuderlo anche questa volta,

mi pare strano che un giocatore x farsi chiudere il conto (e nel mio caso essere presa in considerazione)debba dire di aver problemi con il gioco d’azzardo,perché diversamente non viene calcolcolato quando dovete ingrossarvi le tasche.ribadisco sul vostro sito è scritto chiusura in 24h con me ci è voluto più di un mese e oltre a sminuire le persone le trattate anche a m€rd@.saluti

bringing them to exhaustion, that being said you have enough negative reviews on trust pilot that actually describe you for what you are.

portandole allo sfinimento,detto questo avete abbastanza recensioni negative su trust pilot che vi descrivono effettivamente per quello che siete.

Since the account has been permanently closed without an option for it being reopened, and there are no outstanding withdrawals pending, we will consider this complaint closed. Thanks to Casinia Team for looking into this for us and dealing with the issue. I will also mark it on our system as 'resolved'.

Dear Ughetto85, thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru