Casinia Casino - Затварянето на акаунта на играча беше забавено.

They neglected to close my account from the beginning, knowing I was having problems with the game. I begged them to close my account, and it was only closed after I lost much more money.

omitieron desde el principio el cierre de mi cuenta a sabiendas que tenía problemas con el juego, les supliqué que cerraran mi cuenta y solo se cerró cuando perdí mucho más dinero

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 josemanuelmartinez,

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 gambling problems).

Could you please specify the reason for closing your account? Are you experiencing stress related to gambling, and are you finding that thoughts of gambling are frequently on your mind? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

If I'm under stress and thinking intensely about the game, I've already sent you the supporting documents showing how I tried several times to have my account closed, but without success. Thank you very much for your help.

Si sufro estrés y pienso fuertemente en el juego, ya le eh enviado los documentos de pruebas en como intente varias veces que me clausuraran la cuenta pero sin éxito, muchas gracias por su ayuda

I haven't received any further response from anyone, do we know anything?

No eh recibido más respuesta de parte de nadie, sabemos algo?

I'd like to understand how this casino can have such a high security rating? They didn't even contact me to clarify the issue.

Me gustaría entender cómo es posible que este casino tenga el índice de seguridad alto? Esta queja ni siquiera se pusieron en contacto conmigo para esclarecer el problema

I filed the complaint 7 days ago and sent all the evidence by email, I don't understand why I haven't received a response yet, thank you

Hace 7 días que puse la reclamación y envié todas las pruebas por email, no entiendo porque aún no tengo respuesta, gracias

Dear josemanuelmartinez,

Thank you for providing the messages, emails, and screenshots. I also appreciate your patience as I organized the substantial amount of evidence you submitted.

Based on the evidence, your account was closed on October 26th. The closure request was initiated on October 22nd, the same day on which multiple deposits were made. Is this correct?

To clarify, could you please confirm the date of your last deposit at the casino?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I requested the closure of my account on October 17th. Everything is clearly detailed in the photos and information provided. My last deposits were made on October 22nd, and the account remained open until the 26th. Unfortunately, due to their actions, I continued playing until I suffered considerable losses. All the details are in the photos and evidence I submitted. It seems outrageous to wait a week to ask me a question that was answered seven days ago. Now, how am I supposed to wait to go grocery shopping? You know, and they know, that they abused me until they drained all my money, but who knows when they'll return it? Taking so long to respond isn't helping matters.

El cierre de mi cuenta lo pedí desde el 17 de octubre, en las fotos y datos proporcionados está todo bien detallado, los últimos depósitos los hice el 22 de octubre y estuve hasta el 26 con la cuenta abierta, por desgracia y por culpa de ellos seguí jugando hasta tener pérdidas considerables, todos los datos están en las fotos y pruebas presentadas, me parece una barbaridad esperar una semana para hacerme una pregunta que tiene respuesta hace 7 días, ahora que debería esperar para poder ir a hacer la compra al supermercado? Sabéis y ellos saben que han abusado hasta sacarme todo el dinero pero a saber ahora cuando lo van a devolver, y tardar tanto en dar respuestas no nos ayuda mucho.

You have everything: dates, times, account closure requests, and self-exclusion. What are you waiting for to demand compensation?

Lo tenéis todo, fechas horas y pedidos de cierre de cuenta y auto exclusión, que más esperáis para pedirles una indemnización?

I find it humiliating that, despite having all the evidence, dates, and times, you take a week to ask me questions again that are public and that I sent to Katarina by email. I think you're on the side of the casinos; those who pay you the most to give the highest rating, you give customers the runaround so they abandon their complaints. I'm going to see what I can do on my own.

Me parece humillante que teniendo todas las pruebas fechas y horarios estéis una semana para volver a preguntarme cosas que son públicas y que envíe a katarina por email, creo que estáis de parte de los casinos los que más os pagan para poner el índice más alto más vueltas les dais a los clientes para que abandonen las quejas, iré a ver qué puedo hacer por mi cuenta

So, friends, are we going to wait like always for the 7 days and the extra time to pass? Let's just wrap this up already, shall we?

Y bien amigos que vamos a esperar como siempre a que pasen los 7 días y el extra?? Vamos a cerrar esto de una vez no??

So what's the decision?

En qué quedamos ??

Can someone tell me what we're waiting for with all the evidence in hand? Don't mess around.

Se puede saber a qué esperamos con todas las pruebas en mano? No jodais

Eeeeooooo eeeeooooo is anyone here??????

Eeeeooooo eeeeooooo ahi alguien aquí??????

Why are there no answers?

Porque no ahí respuestas ?

Thank goodness we don't depend on these casino garbage places to put food on the table because we'd starve to death. If you don't want to help, just say so publicly.

Menos mal que uno no depende de estas basuras de casinos para llevar comida a casa porque nos moriríamos de hambre, si no queréis ayudar decirlo públicamente

Dear josemanuelmartinez,

Thank you for your messages and updates. I apologize for the delay in my response. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints, and although we try our best, it is not possible for us to reply to all messages immediately. We will always get back to you as soon as possible. Please bear with us. Your patience and understanding are greatly appreciated.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

It's unbelievable, I'd be so ashamed to work this badly.

Increíble la verdad que vergüenza me daría trabajar así de mal

What am I supposed to wait for now?

A qué se supone que aún debo esperar????

Hello josemanuelmartinez, 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. First and foremost I would like to make you aware, that this is an online mediation process, which means there may be days when nothing new is being posted in this thread. That doesn't mean we are not working towards the resolution, just that there is not much to say just yet. So I would like to ask you for a bit of patience, while we try to solve your issue. Thank you.

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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Thanks Matej, just so you know, my first complaint to Casinia casino was about canceling withdrawals without notice. This second complaint is about allowing me to continue playing at their casino after I requested account closure due to gambling problems, even begging them not to let me play anymore, and yet 13 days passed. Thank you and good morning

Gracias Matej, que conste que la primera reclamación que hice a casino Casinia fue por la anulación de retiros sin avisar, esta segunda es por permitirme jugar mucho más en su casino habiendo pedido el cierre de cuenta por problemas con el juego, incluso suplicando que no me pernitieran jugar más y aún así pasaron 13 días, gracias y buenos días

Dear all ,

Thank you for contacting us.

We would like to inform you that, after reviewing the player’s case, we agreed with their request. As per our mutual agreement, the refund of €1,518 has already been processed and paid to the player, and the player’s account has been closed.

We hope that this clears up the matter for you.

Kind regards,

Casinia Team.

From the beginning, I had requested 2318, so it would be 800 more. You were the ones who drew those conclusions. The 1518 euros were for canceling five withdrawals of 500 euros each with lame excuses, saying it was my bank's fault, when you had no problem refunding me 1518. And the 800, which is still less than what I credited after requesting the account closure, is for taking advantage of a sick person addicted to gambling to extract as much as possible. I hope this clarifies the doubts of both casinos.

Desde un principio había solicitado 2318 serían 800 más, los que sacasteis esas conclusiones fuisteis vosotros solos, los 1518 euros fueron por haber anulado 5 retiros de 500 euros con excusas baratas diciendo que era culpa de mi banco, cuando después para reembolsarme 1518 no tuvisteis ningun problema, y los 800 que sigue siendo menos de lo que acredité después de pedir el cierre de cuenta es por aprovecharse de una persona enferma y adicta al juego para sacarle lo máximo posible, espero que esto aclare las dudas de ambos casinos.

You are thieves, Casino Casinia. I hope many people see this and your security level is lowered for being fake.

Sois unos ladrones casino casinia espero que esto lo vea multitud de personas y os bajen el nivel de seguridad por falsos

I'm no expert, but it's been 19 days since a simple complaint was filed. I'm still wondering if there's a problem with Casino Guru? You're the ones taking the longest in this case.

Yo no es que sea ningún experto pero van 19 días que se hizo una simple reclamación, sigo preguntando si ahí algún problema a casino gurú? El que más tarda en este caso sois vosotros

Good morning matej, could you please give us your verdict and put an end to this complaint?

Buenos días matej podrías darnos tu veredicto y acabar de una vez con esta queja por favor?

Dear josemanuelmartinez, thank you for the additional information. I believe now I have all the necessary evidence I needed from you, to proceed further with this case.

Dear Casinia Casino. According to the player's evidence, he has contacted the support on 22nd October, stating gambling addiction as reason for requesting the account closure. Since the account has not been closed in a reasonable time, I would like to propose the following steps:

First, please confirm the date of permanent account closure, alongside with cessation of marketing communication via e-mail and/or SMS. Then, if you could also confirm the account has been marked as "self excluded due to gambling addiction" with no option for reopening, that would be very helpful.

Lastly, if you could e-mail me cashier history alongside the gameplay history of the player since 22nd October until the account closure, I can help with determining the refund amount, as it currently looks like the player is not satisfied with the suggested amount. All the information can be sent to me directly to [email protected], and I can promise no sensitive information will be shared. Thank you.

Thank you very much maten, there you can confirm how on the same day, the 22nd, I also requested the closure of my account, but then I continued playing later because I couldn't control myself and the account remained open

Muchas gracias maten, ahí podrás confirmar en cómo el mismo día 22 también pedí el cierre de mi cuenta pero después seguí jugando más tarde porque no podía controlarme y la cuenta seguía abierta

Good morning, I propose an agreement between us. I know it was more because I have all the account transactions and it exceeds 2500 euros, but I'm happy with 800 CHF and we can close this once and for all. If that works for you, we can start the process as soon as you're on my account and we can close this complaint.

Buenos días, haber yo propongo un acuerdo entre ambos, yo sé que fue más porque tengo todos los movimientos de la cuenta y pasa de los 2500 euros, pero con 800 chf me conformo y cerramos esto ya de una vez, si les va bien empezamos en trámite de una que estés en mi cuenta cerramos esta queja

So, do we know anything yet, or are we going to wait the 7 days to ask another question?

Y bien sabemos algo o vamos a esperar los 7 días para realizar otra pregunta?

Good morning, how are we doing with this complaint, Mr. Matej? Is the casino willing to provide information or not?

Buenos días qué tal vamos con esta queja señor Matej? El casino accede a dar información o no?

Good morning, I'm still waiting for the verdict in this case. If the idea is for me to forget about the complaint and close it because I haven't responded, you can keep waiting because I won't forget about it. I'll be checking every day until the end of this. If there are any updates, please don't hesitate to let me know. Sincerely, your father

Buenos dias, sigo esperando el veredicto de este caso, si la idea es que me olvide de la queja y cerrarla porque no eh respondido podéis seguir esperando porque no me olvidaré de ella, estaré atento todos los días hasta el fin de esta, si ahí novedades no dudar en avisar, atentamente su padre

Good morning, I haven't forgotten this complaint. I'm still waiting for Casino Casinia to send the corresponding information.

Buenos Dias no me olvido de esta queja sigo esperando si casino casinia envía la información que corresponde

Dear all,

Thank you for your patience.

Dear Matej we kindly ask you to please check the email we have sent regarding the case.

Kind regards,

Casinia Casino team.

Another 7 days? 😁😁

Otros 7 días? 😁😁

Dear josemanuelmartinez, I would kindly ask you to refrain from spam-posting, as it makes difficult to look for important information later on, and prolongs the response time. One post can encompass all the relevant information for now. Thank you.

Next, I would like to address the evidence provided by the casino. According to the dialog between yourself and the support staff, you have agreed to settle the matter and consider this complaint resolved, if you receive 1,518€ as a refund. Seems like the refund has been issued, yet this complaint is still open and you now request another 800€. Can you please tell me what is this 800€? Is it a sum of additional deposits you have made after the refund has been issued and account was still not closed within reasonable time? Or has the original refund been issued, but you have received 800 less than the agreed 1,518€? Also if you are still receiving any further marketing messages, please let me know. Thank you.

From the beginning, I received 1518 euros that they estimated they owed me because they had cancelled all my withdrawal requests from the account. I requested the 800 euros because they hadn't closed my account on time; that's a separate complaint.

Desde el principio recibí 1518 euros que ellos estimaron que me debían reembolsar por haber anulado todos mis retiros solicitados en la cuenta, los 800 euros los pedí por no haberme cerrado la cuenta a tiempo, es una queja diferente

And let it be known that they were the ones who assessed the complaint in 1518; I only accepted, but I had calculated 2318. I accepted out of fear that they would not return anything to me.

Y que conste que ellos fueron los que estimaron la queja en 1518 yo solo acepté pero había calculado 2318, acepté por miedo a que no me devolviesen nada

If it's a refund I requested earlier, I had already asked to close my account on October 17th, but since it wasn't closed until October 26th, I felt like continuing to play because they send me ads daily, so I lost much more, hence the 800 I'm asking for.

Si se trata de un reembolso echo antes, ya había pedido el cierre de mi cuenta desde el día 17 de octubre pero al no cerrarse hasta el día 26 de octubre me dieron ganas de seguir jugando porque me envían publicidad a diaria entonces perdí mucho más, de ahí los 800 que pido

They made the deposit on the 30th. At that time, I had already filed the first complaint because they rejected 5 withdrawals and transferred the balance to my account. Then I continued playing until I lost approximately €2,318, hence the conclusion that €800 is missing. But if they sent you all the information, I don't understand why so many questions and so many days of waiting for such an easy issue to resolve. You have everything now; I won't answer any more questions. You decide what to do, and that's it. You're very tiresome and make people lose the desire to keep fighting for what's rightfully theirs.

me hicieron el ingreso el día 30, en esa época ya había echo la primera reclamación por rechazarme 5 retiros y pasarme el saldo a la cuenta, luego seguí jugando hasta perder más o menos 2318 euros, de ahí la conclusión que faltan 800. Pero si ellos te enviaron toda la información no entiendo porque tantas preguntas y tantos días de espera con un tema tan fácil de resolver, tenéis todo ahora no responderé más preguntas vosotros decidís que hacer y se acabó, sois muy pesados y hacéis que las personas pierdan las ganas de seguir luchando por sus cosas

Thank you for the details, josemanuelmartinez, this is what I needed to know.

First, once again I would like to kindly ask you to stop using this thread as a messenger, and to put all the necessary information into a single post. It makes it increasingly difficult to get to the important information quickly, if the thread gets spammed with pieces of information trickled partially into different posts. Thank you.

Secondly, Casino Guru is unable to request a refund of self-assessed monetary amounts. What I can do is to determine when did you requested the self-exclusion and when was the gambling addiction mentioned, when was the account closed, and whether it was done in time. If not, then we proceed to check whether any kind of refund should be made.

With that being said, the casino has provided me with conversation between yourself and the support staff, which compliments the evidence provided by yourself. Right now I am waiting for the cashier history and some extra details, then I can post an update and let you know of my findings.

You'll never get those details, and you've been at this rate for a month now, we'll reach 2026 and you'll still be dragging your feet to avoid refunding me anything.

Esos detalles no los tendrás nunca, y lleváis así 1 mes a este ritmo llegamos al 2026 y aún seguís dando vueltas para no reembolsarme nada.

I suppose that information is being sent by letter from China to the United States because, damn, how many weeks does it take to send an email? It's the same for everyone.

Supongo que esa información se la estará enviando por carta escrita desde China hasta Estados Unidos porque no joder cuantas semanas para hacer un email, lo mismo unos que otros

Dear all,

Thank you for your patience.

Dear Matej we kindly ask you to please check the email we have sent regarding the case.

Kind regards,

Casinia Casino team.

Come on Matej, we're almost in December, one more month and we'll be in 2026

Vamos Matej que estamos casi en diciembre, un mesito más y llegamos al 2026

Dear josemanuelmartinez, twice I have asked you kindly to stop treating this thread as a messenger conversation and to stop posting multiple short messages. I would like to make you aware that if you keep spamming this thread, I will reject the case and refuse to deal with it any further. This is the final warning. Thank you for your understanding.

Just because there is no response every day, it doesn't mean things are not happening in the background. Mediation is a long process and I want to make sure I am not missing any critical piece of information. I can't make the internal checks and communication any faster, however I do what I can to ensure each party (myself included) replies within the given time frames. If that can be respected, it would be much appreciated.

Dear josemanuelmartinez, I have requested Casinia Casino to immediately cease any and all marketing communication, and going forward we will be closely monitoring the casino for such behaviour, as that is not something we condone, especially from casinos with such a high safety index rating. Once i get the confirmation, I will let you know and if you receive any more marketing messages via e-mail or SMS, Casino Guru will start internal investigation.

Regarding your refund, the cashier history shows deposits of 1,518€ after the self-exclusion request, and I believe that has been already refunded to you. If you have deposited more in the time between 22/10/2025 until the account closure in 24/11/2025, you can send me the evidence at [email protected] and I will continue investigating. Just a reminder - anything deposited before 22/10 is not considered as refundable, since you have stated not having any problem with gambling.

If you have further questions, I will be more than happy to answer them here or via e-mail.

Of course I did, matej. Right after requesting the account closure, I couldn't stop, and they didn't close my account until the 26th. I had only requested another 800 euros, but I'm sending you all the evidence, and I ask you please to check your email to end this ordeal because we've been going around in circles for over a month and haven't resolved anything at all. Thank you, and have a good day.

Claro que si los eh echo matej, justo después de pedir el cierre de cuenta no conseguí parar y ellos no me cerraron la cuenta hasta el 26, había pedido solo 800 euros más pero te envío todas las pruebas y te pido porfavor que revises tu correo electrónico para darle fin a esta agonía porque hace más de un mes que estamos a vueltas y no solucionamos absolutamente nada, gracias y buen día

Matej, I repeat that the 1518 was a different complaint because they cancelled 5 different withdrawals and transferred the balance to my account without warning. This way I lost control of the bets and lost a lot of money. The 800 was just an estimate of deposits I made after begging for the closure of my account.

Matej vuelvo y le repito que los 1518 fue una queja diferente por haberme cancelado 5 retiros diferentes y haberme pasado el saldo a la cuenta sin avisar, de esta forma perdí el control de las apuestas y perdí muchísimo dinero, los 800 solo fue una estimación de depósitos que hice luego de suplicar el cierre de mi cuenta.

Dear josemanuelmartinez, all the deposits you have sent me are from the day you have asked for self-exclusion - 22nd October. These deposits are non-refundable as otherwise I would be facilitating so-caled "no risk betting" (or free betting).

After a self-exclusion request is received, casino has to make several internal checks to ensure the legitimacy of the request, the account owner and to properly exclude such player from the casino. As such we have to give casino a reasonable time to process such request. During this time, any deposits are non-refundable. If you won during this time, you would be entitled to your winnings. To be fair towards both sides: if you are entitled to winnings - you should also be responsible for losses. Only deposits made after the reasonable time frame are refundable. If you can send me evidence of all the deposits made after the 22nd October, I can help establishing what Casino Guru considers as refundable amount.

In the meantime, I am switching the timer towards Casinia Casino, which I have asked for the reasoning behind still sending marketing materials to a known gambling addict, and to cease this communication asap.

LAST WARNING: Dear josemanuelmartinez, if you keep spamming this thread, the case will be rejected instantly with no option for reopening later. Keep the board clear for important messages, everything else can be sent to me via e-mail. Thank you for your understanding.

Dear all,

Thank you for your patience.

Dear Matej we kindly ask you to please check the email we have sent regarding the case.

Kind regards,

Casinia Casino team.

Dear Casinia Casino, I have checked my inbox as well as junk mail box and the last message received is from 01/12 informing me that the relevant department has been notified to ensure no more marketing communication is being sent to the player. Once the communication is disabled, the complaint can be closed.

I expect them to receive compensation for all the events, otherwise I will resort to another platform to file a claim against both of them, and this is my final warning.

Espero que se hagan una indemnización por todos los echos sino recurriré a otra plataforma para hacer una reclamación contra los dos, y esta es mi última advertencia

Dear josemanuelmartinez. If you have proof of depositing more than the 1,518€ that have been paid to you already, feel free to send them to me via e-mail and I will investigate. If the only further deposits are those you have already sent me - the ones made instantly after mentioning addiction - I have to reiterate my statement form the e-mail that those are non-refundable.

As for legal pursuits - you have signed a waiver where you agreed with the refund amount as being sufficient, therefore I doubt any lawyer would be able to do much to refute it.

If you saw the fuss they make over a simple complaint and the time it takes them, any idiot could get them arrested. Just ask them to stop the advertising; the rest is irrelevant to me.

Si Vieran el lío que tienen por una simple queja y el tiempo que se toman cualquier inútil podría llevarlos a prisión, simplemente pide que paren con la publicidad el resto me da exactamente igual no me preocupa

Dear all,

Thank you for your patience.

Dear Matej we kindly ask you to please check the email we have sent regarding the case.

Kind regards,

Casinia Casino team.

I have received the message where Casinia Casino confirms the marketing messages should be disabled going forward. Thank you.

Dear josemanuelmartinez, since the account has been closed, marketing communication should be now disabled and there is nothing I can request for a refund, I believe this complaint can now be closed.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Secondly - if you ever receive more marketing communication from Casinia Casino, please do let us know. We will deal with it instantly.

Lastly, since we do not consider complaints where players are not happy with the result as successfully resolved, I will mark this complaint as rejected. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.