Casinia Casino - Die Anfrage des Spielers zur Änderung der E-Mail-Adresse verzögert sich.

Casino account owner: [redacted]

Original registered email address: [redacted]

New email address (which we would like to change to): [redacted]

Customer Service ID (Ticket ID): 50767971

Complaint description:

We started changing our registered email address a few weeks ago, and at the request of Casinia customer service, we sent all the necessary documents and bank statements to the above case number (Ticket ID: 50767971). We received an automatic confirmation from the casino that the request was recorded, but since then the support is completely unavailable and we have not received any response from them, while we have no access to our account balance. Please help Casino Guru so that the casino finally makes the requested change!

Kaszinó fiók tulajdonosa: [redacted]

Eredeti regisztrált e-mail cím: [redacted]

Új e-mail cím (amire módosítani szeretnénk): [redacted]

Ügyfélszolgálati azonosító (Ticket ID): 50767971

Panasz leírása:

Hetekkel ezelőtt elindítottuk a regisztrált e-mail cím módosítását, és a Casinia ügyfélszolgálat kérésére elküldtünk minden szükséges dokumentumot és banki kivonatot a fenti ügyszámon (Ticket ID: 50767971). A kaszinótól megkaptuk az automatikus visszaigazolást, hogy az igénylést rögzítették, azóta viszont a support teljesen elérhetetlen, és semmilyen választ nem kapunk tőlük, miközben a számlán lévő egyenlegünkhöz így nem férünk hozzá. Kérjük a Casino Guru segítségét, hogy a kaszinó végre hajtsa végre a kért módosítást!

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Dear Krisztian018,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the changes to your casino account.

To assist you better with this issue, please provide further clarification by answering the following questions.

• Could you please explain why there is a need to change the email address associated with your account?
• What specific documents did you submit to Casinia customer service for the email change?
• When exactly did you initiate the email address change request?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply. Here are the answers to your questions:

1.The account belongs to my mother ([redacted], and we need to change the email address because she lost access to her original email account ([redacted]) due to security/login issues. We want to update it to her new, active email address: [redacted]@gmail.com.

2.We have submitted all the requested verification documents to Casinia, including my mother's ID card (both sides) and her official bank statements to prove ownership.

3.We officially initiated the email change request via email several weeks ago.

4.The customer service reference number for this issue is Ticket ID: 50767971. Unfortunately, we no longer have the original confirmation email from the casino to forward it to you, but this Ticket ID is the exact reference number they provided for our request.

Best regards,

Krisztian

Please forward the email when you sent the necessary documents and bank statements to the casino, plus the first email when you requested the account's email address to be changed.

After not receiving any response, did you try to contact the casino again through chat support or email support? Please posts screenshots.

Dear Krisztian018,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru