Casinia Casino - A conta do jogador continua sendo reaberta sem consentimento.

They keep reopening my account without my consent, and it's happened several times. They send me emails saying they've reopened it, even though I've told them to close it permanently each time because of my gambling problems. I demand a refund of the lost amount and that it be in writing that my account will never be reopened again.

Me reabren la cuenta sin consentimiento y es varias veces, me mandan correos diciéndome que me la an abierto cuando todas las veces les indico que me la cierren de forma permanente por mis problemas con el juego. Les reclamo esa cantidad perdida y que quede por escrito que nunca se me volverá a reabrir la cuenta.

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Hello, thank you very much for bringing your concerns to our attention. I sincerely apologize for the negative experience you have encountered with Casinia Casino. In order to fully understand the situation, may I kindly ask you a few questions?

• Has the casino previously closed your account due to gambling-related issues?
• Do you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please share any communication you have had with the casino? You can send emails or chat transcripts to my email at attila.g@casino.guru, or feel free to post screenshots here.

I truly hope we can assist you in resolving this issue as swiftly as possible.

Thank you in advance for your response.

Best regards,

Attila

It's currently open because they opened it without my consent, just like before. It was a month ago, after my last deposits, but they've reopened it several times without permission, even though I've repeatedly told them not to reopen it and to close it permanently due to my problems. They're just trying to make me lose money on their site. I understand if I were the one opening it, but they've been doing this for months, enticing me with bonuses. I also want to know if there's an effective way to prevent this from happening again. I haven't lost anything now because I don't have any money, but I would have lost money just like before. I want it closed permanently and a refund of the amount corresponding to the last unauthorized opening.

Actualmente está abierta por qué me la han abierto sin consentimiento como las veces anteriores, hace un mes de los últimos depósitos, pero han sido varias veces las que me la han reabierto sin permiso cuando ya les tengo más que dicho que no me la reabran que la cierren de forma permanente por mis problemas, y solo buscan que tenga perdidas en su página, yo entiendo que si fuera yo quien la abriera pero llevan meses así e incitandome con bonos. Quiero saber también alguna forma efectiva de que esto no vuelva a ocurrir, ahora no e perdido nada por qué no dispongo de dinero pero hubiera caído igual que las veces anteriores. Quiero que se me cierre de forma definitiva y la devolución de dicho importe que corresponde a la última apertura sin consentimiento

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pelegrin,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of Pelegrin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Pelegrin,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I sent this as soon as I opened it. Since they gave me a bonus, I made profits and told them I would close the claim if I got paid soon, which hasn't happened, and I lost everything and much more than I deposited. They then gave me €200 as a bonus, which I accepted, and I've lost much more money.

They haven't responded to my complaint nor closed my account. Yesterday, they asked if I agreed to close the account and then sent me game links, just 10 days after I sent the email. The last time I closed it permanently because of my problems, I don't understand why they have the option to reopen it without consent or permission, encouraging us to lose more money.

Esto le mandé nada más abrirla, como me dieron bono tuve ganancias y les dije que la cerraba la reclamacion si cobraba pronto lo cual no a pasado, y lo perdí todo y mucho más que ingresé, me dieron después 200€ de bobo el cual acepte y e perdido mucho más dinero.

No me an respondido a la reclamación ni cerrado la cuenta. Ayer me dijeron si aceptaba cerrar la cuenta y me pasaron enlaces de juego seguido, a los ,10 días de mandar el correo y la vez anterior la cerré de forma permanente por mis problemas, no entiendo que tengan la opción de reabrirla sin consentimiento ni permiso incitando a que perdamos más dinero.

They keep keeping my account open and offering me bonuses. I don't know how to stop them from reopening any of my casino accounts. I always close them permanently, saying I have a gambling problem, and they've proven it by making me lose thousands of euros in a single day. They don't regulate anything and only reopen accounts so we can lose more without any consequences.

Me siguen manteniendo la cuenta abierta y ofreciéndome bonos. No sé cómo hacer para que no puedan reabrirme ninguna cuenta de casino, siempre las cierro diciendo que sea de forma definitiva, que tengo problemas con el juego y lo an comprobado al perder en un día miles de euros, no regulan nada y solo la reabren para eso para que perdamos sin ninguna consecuencia.

My account has already been closed

Ya me han cerrado la cuenta

Thank you for your response, I am glad to hear that your account has been closed. Could you please forward your self-exclusion requests directly to my email? Additionally, please attach receipts of your deposits as well.

You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Best regards,

Attila

I have already sent the requested information to their email.

Ya les e mandado la información solicitada al correo.

And I would like to change the amount of the claim to the sum of the amounts deposited.

Y quisiera modificar el importe de la reclamación por el de la suma de los importes depositados.

Thank you for providing the evidence. After thoroughly reviewing all the information, the earliest mention of gambling problems I could find dates back to May 27. If you have any earlier self-exclusion requests, I would appreciate it if you could forward them directly to my email. Additionally, please send the emails themselves rather than attaching them as screenshots.

Thank you for your understanding and cooperation.

And this is not acceptable, that they have the freedom to open it without any consent, because I did not give them consent to reopen it and the first time they opened it was that email on May 27th, if they had not reopened it and closed it permanently as I requested on April 9th ​​I would not have had those losses.

They can't have the freedom to see someone open an account, lose around €5,000 in two days, and then ask them to close it permanently, only for them to reopen it a month later and send bonuses with the sole intention of making them lose another €5,000. I'm claiming these latter losses; the previous ones are my fault, but if they had closed it as I requested, I wouldn't have lost that money on that site.

Y esto no vale, que tengan la libertad de abrirla sin ningún consentimiento, por qué yo no les di consentimiento de que me la volvieran a abrir y nada más abrirmela fue ese correo del 27 de mayo, ai no me la reabren y la cierran de forma permanente como les solicite el 9 de abril no hubiera tenido esas pérdidas.

No pueden tener esa libertad de ver qué alguien se abre una cuenta pierde unos 5000€ en dos días y esa persona les pida que se la cierren de forma permanente y al mes se la habrán y manden bonos con la única intención de que pierda otros 5000€ yo les estoy reclamando estos últimos, los anteriores son culpa mía pero si ellos la hubieran cerrado como les solicite yo no hubiera perdido ese dinero en esa página.

And as you say, the email is from May 27th, and they didn't close my account until April 6th, 11 days later. This caused me those losses.

Y como tú dices el correo es del 27 de mayo y no me la cerraron hasta el 6 de abril, 11 días después. Ocasionando me esas pérdidas

I don't have the full conversation; the casino can give you that. I deleted the emails so my family couldn't see them, since I have the account on several devices. I took screenshots when I sent them so I would have a record.

No dispongo de la conversación completa eso os lo podrá pasar el casino, yo borraba los correos para que mi familiares no pudieran verlo ya que tengo la cuenta en varios dispositivos, les hacía captura al mandarlos para que constará

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, Martin (martin.l@casino.guru). 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,

Attila

Okay, thanks.

Vale gracias

Hello Pelegrin,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account repeatedly reopened?

Additionally, please provide me with the player's full deposit history at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present, please let me know.

Please give me an answer, don't prolong the process. I really need that money.

Por favor dar una respuesta, no alargueis el proceso. Que necesito mucho ese dinero.

Dear Pelegrin,

I fully understand your frustration, we are actively trying to get in touch with the casino right now. I hope we will receive a response soon.

Okay, thanks.

Vale gracias

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority. Once there is any update we will inform you immediately.

Best regards,

Casinia Team

Okay, I would appreciate a prompt resolution and priority on this matter.

Vale, les agradecería la pronta resolución y prioridad en este tema.

Dear casino representative,

thank you for your response, we will be awaiting the results of your internal review. Are you able to provide us with an approximate timeframe in which you'll be able to offer your statement?

Dear Martin,

Thank you for your response.

We understand the importance of this matter and are working to provide you with an update as soon as possible.

We appreciate your continued patience and will be in touch the moment we have a definitive statement.

Best regards,

Casinia Team

Thank you for your response, this matter is of vital importance to me, I would appreciate a prompt resolution and attention to the claim.

Gracias por su respuesta, este asunto es de vital importancia para mí, les agradecería una pronta resolución y atención en la reclamación.

Dear casino representative,

thank you for keeping us updated. Is there a particular timeframe in which you'll be able to provide your statement? Additionally, would you be able to provide us with a copy of the player's complete deposit history?

Please do not delay your response, as it is of vital importance to me and it has been a month since the complaint was filed.

Por favor no demoren en su respuesta que es de vital importancia para mí y hace ya un mes desde el inicio de la reclamación

Dear Pelegrin,

We truly appreciate your patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Casinia Team

I have already responded to you, I cannot accept that amount as it is not what I lost, I owe a lot of money and I am desperate, please attend to the claim.

Ya os he respondido, no puedo aceptar esa cantidad ya que no es lo perdido, debo mucho dínero y estoy desesperado, por favor atender la reclamación.

Dear Pelegrin,

Thank you for keeping us updated. Please do not accept any offer you are not comfortable with, especially if you believe it does not reflect the amount connected to the issue raised in this complaint.

Dear casino representative,

Thank you for your continued cooperation.

We understand that you may be trying to resolve the matter directly with the player. However, in order for us to assess the case properly and fairly, we still need to review the user’s full deposit history, especially the deposits made after the account was reopened.

Could you please provide us with the complete deposit history and clarify what amount you offered to the player, and how this amount was calculated?

Once we have this information, we will be able to proceed with our assessment.

I just want to put an end to this, but that amount isn't enough to pay off the debts I incurred that day. I just want to pay off my debts and move on with my life. Furthermore, what I'm requesting isn't enough because it has already accrued interest, but I could continue and pay the rest little by little. Please, Casinia, address my claim and don't prolong the process, as every day is very important to me.

Yo solo quiero zanjar esto, pero esque esa cantidad no es suficiente para pagar las deudas que me ocasionó ese día, yo solo quiero pagar las deudas y seguir con mi vida. Es más lo que solicito no es suficiente ya que me a generado intereses , pero podría seguir adelante y asumir el resto poco a poco, por favor casinia atender la reclamación y no alargueis el proceso ya que cada día para mí es muy importante.

Please don't delay your response, I'm desperate.

Por favor no demoren en su respuesta que estoy desesperado.

Please don't delay your response, it's vital for me.

Por favor no demoréis en la respuesta, es vital para mí

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.

Please do not prolong the process.

Por favor no alarguen el proceso.

Zina (Casinia)

9 jul 2026, 17:40 EEST

Dear Daniel,

We appreciate your feedback and understand your concerns regarding your recent experience with our platform.

Following a thorough review of your account activity, we have determined that your total net loss on our platform amounts to 2500 EUR.

Moreover we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

4.1 By opening an account on our Website and by using our Website you warrant that:

<...>

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

However as a gesture of goodwill, we are happy to return this net deposited amount of 2500 EUR to you.

In order for us to proceed with the refund transaction, please provide us with the following bank account information:

Full Name (please include all middle names)

E-mail

Bank Account Owner's Name

IBAN / Account Number

Bank Name

Bank Location (Country)

SWIFT / BIC

Once we receive these details, we will initiate the process immediately. If you have any further questions or require assistance, please don’t hesitate to let us know.

Best regards,

Casinia Team

To add additional comments, reply to this email.

Este correo electrónico es un servicio de Casinia. Entregado por Zendesk

Este es el correo que me mandaron y no he recibido respuesta después, casinia por favor responder y no demoréis más el asunto.

Dear Pelegrin,

thank you for keeping us updated.

Have you accepted the casino's proposal? Please note that if you do we will fully respect your decision. Nevertheless, in case you strongly believe you are entitled to more funds, I advise you not to go ahead with it at this time.

In the meantime, I will keep trying to contact the casino so that we can finally receive the requested documentation and offer an impartial and fair verdict.

No, I didn't accept it. I told them to adjust the amount and sent them all the income from their website. I didn't make any withdrawals on the site; I only had losses. I informed them that I couldn't accept less than 4500 due to my debts, which are increasing because this matter hasn't been resolved.

No, no la acepte, les dije que modificarán el importe y les mandé todos los ingresos en su página, yo no tuve ningún retiro ena página solo tuve pérdidas. Les comunique que no podía aceptar menos de 4500 debido a mis deudas, las cuales están aumentando por no zanjar este asunto

Dear Pelegrin,

thank you for your clarification.

We will now await the response from the casino representative.

Thanks Martin, I hope they respond soon because I'm desperate about the situation.

Gracias Martín, espero que respondan pronto por qué estoy desesperado con la circunstancia

They're not responding to emails, and it's been 10 days since their last reply. Please, Casinia, respond. I desperately need that money.

No responden los correos y hace ya 10 días desde su última respuesta, por favor casinia respondan. Necesito mucho ese dinero.

Dear All,

Thank you for your patience.

We would like to inform you that we are actively reviewing the details of your case and will get back in touch with an update here shortly.

Thank you for your understanding and cooperation in the meantime.

Best regards,

Casinia Team

Please give this the urgency it deserves, as that money is crucial for me right now. I would be very grateful for any delay.

Por favor darle la urgencia que para mí me salva ese dinero ahora mismo. Os agradecería no demora.

I need the process expedited; it's taking far too long under these circumstances. Please speed up the process.

Necesito que se agilice el proceso, es mucho tiempo en esta circunstancia. Por favor acelerar el proceso

Dear Pelegrin,

I fully understand your frustration and am sorry to hear about the situation you have found yourself in. Unfortunately, unless we receive a relevant final response from the casino, our options are very limited. In the meantime, I will discuss this case internally.

Thank you so much, I really need it. My account has been overdrawn this whole time and they keep demanding payment. I need to get out of this situation.

Muchas gracias, esque lo necesito de verdad. Llevo todo este tiempo con la cuenta en negativo y no paran de reclamarme deudas. Necesito salir de esta circunstancia.

Please, Casinia, expedite the process; you don't seem to realize how much I need it.

Por favor casinia agilizar el proceso, no son conscientes de lo que lo necesito

We would like to ask the casino to reply to this complaint. We are extending the timer by 4 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.

Please Casinia, don't drag this out any longer. It's pointless; I've been dealing with this for so long and I'm desperate.

Por favor casinia no alarguen más esto, no tiene sentido que llevo ya mucho tiempo con esto y estoy desesperado

Casinia, it's been 15 days since your last response on this matter, please I need to resolve this immediately

Casinia hace 15 días desde su última respuesta frente a este asunto, por favor necesito zanjar esto de forma inmediata

I'm not getting a response through any channel. I don't know if I've been blocked or what, but I'm not getting a response through any channel. Please, Casinia, I need an answer. Don't prolong this process.

No obtengo respuesta por ningún medio, no sé si me han bloqueado o no se pero no obtengo respuesta por ningún medio, por favor casinia necesito una respuesta , no alarguen el proceso

Dear Pelegrin,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible. We expect to provide you with a final update in the near future.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Casinia Casino team.

Please, this is my life right now, I need it so badly. Please give it the priority it deserves, it's been a long time already.

Por favor, esque es mi vida eso ahora mismo, lo necesito muchísimo. Por favor darle la prioridad que se merece que es mucho tiempo ya

Dear Pelegrin,

Unfortunately, it appears that further mediation would be unproductive at this stage.

I understand that this outcome will be deeply disappointing, particularly given the financial and personal distress you have described. Please try not to face the situation alone and consider seeking support from someone you trust or from a professional gambling-support service. Although we cannot recover the funds through mediation at this time, I sincerely hope you receive the support needed to move forward.

Despite being given several opportunities, the casino has not provided the requested account history needed to verify your deposits, withdrawals, and total net losses following the failed self-exclusion. Although the casino proposed a payment of €2,500, it did not substantiate how this amount was calculated and sought to present it as a settlement of the entire complaint.

We therefore cannot consider this offer a satisfactory resolution. Since the casino has not supplied the evidence necessary to properly assess and resolve the remaining financial dispute, we are closing the complaint as unresolved – failed self-exclusion.

I am sorry we could not achieve a better outcome. The unresolved complaint will negatively affect the casino’s rating, and other players will be able to read about your experience.

The casino may request that the complaint be reopened at any time if it wishes to provide the requested records and continue working toward a fair resolution.