Casinia Casino - Der Spieler hat das Casino gebeten, sein Konto zu sperren, aber dies wurde nicht berücksichtigt.

Dear Guru Team,

I registered at the "Casinia" casino to play. After realizing that I had lost too much money and recognizing that I suffer from a gambling addiction, I requested via email that they block my account. On 29.04.2024, I contacted them via email to close my account, explaining my reason, but nothing happened. As a result, I lost 5000 CHF.

On 25.05.2024, I emailed them again to close my account for the second time. They asked for my reason again, and after I explained, still nothing was done, leading me to lose another 5000 CHF. In total, I have lost 10000 CHF even though I asked them to block my account. I am now facing a financial crisis because they did not block my account.

What can I do?

Thank you and best regards,

Hallo Liebes Guru tTeam

ich habe mich beim Casino "Casinia" angemeldet um zu spielen. Nach meinen kenntnisnahme habe ich sie per E-Mail gebetn mich zu speeren weil iich zu viel Geld verspielt habe weil ich unter Spielsucht leide. Am 29.04.2024 habe ich mich per Mail gemeldet um mein Konto zu schliessen, nach eem haben sie mich gefraggt warum als ich ihnene den Grund gennant habe passierte nichts.-> was ist passiert , ich habe 5000 CHF verspielt.

Am 25.05.2024 habe ich mich wieder per Mail

gemeldet und mein Konto zu schliessen. Zum 2. Mal. Wieder wurde nach dem Grund gefragt und wieder habe ich mich geäussert. -> wieder nichts passiert und wieder 5000 chf verloren. Insgesammt habe ich 10000 CHf verspielt obwohl ich sie geben habe mich zu speeren. Ich habe eine Finanzielle kriese weil sie mich nicht gespeert haben.

was kann ich Unternehmen?

danke und gruss

Dear lavdimberisha, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

In the screenshots you provided us with, you didn't specify in your emails that you wanted to close your account due to gambling addiction. This is vital for us since we are able to assist only those players who mention gambling problems when requesting account closure. If you never informed the casino of gambling problems, in our view, you are not eligible for refunds of your deposits.

Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed. Thank you for your understanding.

Best regards, 

Veronika

Hello Veronika

I told them this in the live chat, but I no longer have access to the chat history. I hope you can help me.

With kind regards

lavdim

Hallo Veronika

ich habe ihnen dies Im Livechat mitgeteilt jedoch habe ich auf diesen Chatverlauf keinen Zugriss mehr. Ich hoffe ihr könnt mir helfen.

freundliche Grüsse

lavdim

Hello Veronika

I still haven't received any response from Casinia..

what's it like? I really have a financial problem.

greeting

lavdim

Hallo Veronika

ich habe von Casinia immer noch keine Rückmeldung erhalten..

wie sieht es aues? Ich habe echt ein finanzielles Problem.

gruss

lavdim

I'm sorry, but without a screenshot or transcript showing that you informed the casino of your addiction and requested to be self-excluded, we are unable to assist with your refund claim for lost deposits.

This complaint will now be rejected. 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.