Casinia Casino - プレイヤーのアカウントが、自己排除設定にもかかわらず繰り返し再開される。

Hello, I've had my account closed three times now because I'm a gambling addict. The casino keeps reopening it without my consent! I've told them three times that I'm a gambling addict, but the casino keeps reopening the account without my permission, and I keep losing more and more money!

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Dear Christoph90,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the original account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. If possible, send me the entire email threads, not just screenshots.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Christoph90,

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.