Casinia Casino - プレイヤーはアカウントを閉鎖できません。

Hello, I’m unable to close my account on this casino. At first, I contacted support, and they redirected me to the email address support@casinia.com. I sent them an email requesting to close my account. I received a reply saying that if I close my account, I’ll lose some great bonuses, etc. The message ended without asking if I still wanted to proceed with the closure, so I sent another email confirming my decision. I waited for about a week, then contacted support again to ask how much longer I have to wait. In the meantime, I started receiving heavy spam through SMS and email — suddenly I’m a VIP and so on. Please help me close my account. Best regards.

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 punishment,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the 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.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear punishment,

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.

Hello, i sent e-mail 26 october with all details to veronika.f@casino.guru.

"Could you please specify the reason for closing your account?"

I'm always amazed by this question.

I am not interested in playing on this platform. Additionally, there is no option to temporarily block the account or set any limits. Poor support, numerous bugs in games like Bonus Crab. The game search function doesn’t work properly, and withdrawals are slow and limited.

Thank you for your email.

I understand that being asked about the reason for your account closure might feel frustrating. However, it is important for the casino to know how to properly handle your request. As I mentioned in my previous message, there is a significant difference between a regular account closure and self-exclusion due to gambling addiction.

At Casino Guru, we are able to assist only players who wish to self-exclude because of gambling addiction or gambling-related harm. Simply not being interested in using the casino anymore is not a reason we can assist with.

If the casino refuses to close your account for non-addiction reasons, you can simply stop visiting the website — your account will eventually be closed automatically due to inactivity.

Please let me know how you'd like to proceed.

Dear punishment,

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,

Veronika

Casino.Guru