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Good evening, I requested from Casinia Casino my permanent self-exclusion due to gambling addiction on 11/3/2026, they confirmed that my account was closed on 17/3/2026.

Today, 4/30, I went in and it was open and I lost my money. I'm asking for my money back and for them to finally clear my account.

Καλησπέρα σας ζήτησα από το casinia casino τον μόνιμο αυτοαποκλεισμο μου λόγω εθισμού στον τζογο στις 11/3/2026 μου επιβεβαίωσαν ότι έκλεισε ο λογαριασμός μου στις 17/3/2026.

σήμερα 30/4 μπήκα και ήταν ανοιχτός και έχασα τα λεφτά μου. Ζητάω τα χρήματα μου πίσω και να μου σβήσουν επιτέλους τον λογαριασμό.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you accessed your original account, or have you opened a new account?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund due to failed player protection? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a self-exclusion via email at support@casinia.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casinia Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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,

Tomas

Good evening again I have attached to the complaint all the screenshots that a month and a half ago I had requested my same exclusion due to a gambling addiction problem. My account was closed a month and a half ago and reopened two weeks ago sending me offers and I entered the casino I played and lost €340. I asked him for my money back and they have not responded as an excuse they replied that my account was reopened due to a technical problem I have all this in receipts and screenshots

Καλησπέρα και πάλι έχω επισυνάψει στο παράπονο όλα τα στιγμιότυπα οθόνης που πριν ενάμιση μήνα είχα ζητήσει τον αυτό αποκλεισμό μου λόγω προβλήματος εθισμό με το τζόγο. Έκλεισε ο λογαριασμός μου πριν ενάμιση μήνα και ξανάνοιξε πριν δύο βδομάδες στέλνοντας μου και προσφορές εγώ μπήκα στο καζίνο έπαιξα και έχασα 340 €. Του ζήτησα τα χρήματα μου πίσω και δεν έχουν ανταποκριθεί σαν δικαιολογία μου απαντήσανε ότι ο λογαριασμός μου άνοιξε ξανά λόγω τεχνικού προβλήματος τα έχω όλα αυτά σε αποδείξεις και στιγμιότυπα οθόνης

As for your questions, my account was closed because I lost and I told them I would complain to you, but I have lost €340. They should not have opened my account, please tell me how I can proceed to get my money back.

Όσο για τα ερωτήματα σας ο λογαριασμός μου έκλεισε εφόσον έχασα και τους είπα ότι θα κάνω παράπονο σε εσάς ωστόσο έχω χάσει 340 € . Δεν έπρεπε να μου ανοίξουν το λογαριασμό παρακαλώ πείτε μου πως μπορώ να προχωρήσω ώστε να πάρω τα χρήματά μου πίσω

And here I am attaching the fact that they opened the account and told me after I lost money that it was opened due to a technical problem.

Και εδώ σας επισυνάπτω το ότι άνοιξαν τον λογαριασμό και μου είπαν αφού έχασα χρήματα ότι άνοιξε λόγω τεχνικού προβλήματος.

Dear zwoula_1996,

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, Kubo (jakub.m@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,

Tomas

I am sure that my problem is in the most capable hands and has been taken on by the best people possible, namely you. I really appreciate your time and your valuable help, especially to players with addiction problems who are left unprotected!

Είμαι σίγουρη ότι το πρόβλημα μου βρίσκεται στα πιο ικανά χέρια και το έχουν αναλάβει οι καλύτεροι που θα μπορούσαν δηλαδή εσείς. Εκτιμώ πολύ τον χρόνο σας και την πολύτιμη βοήθεια σας ειδικά σε παίκτες με πρόβλημα εθισμού που μένουν απροστάτευτοι!

Dear zwoula_1996,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casinia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casinia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Good evening Kubo! Nice to meet you. No response from the casino, I asked for my money back and received no response. I only received a message that my account was opened due to a technical problem. I have uploaded the screenshot above.

Καλησπέρα Kubo! Χαίρομαι που σε γνωρίζω. Καμία απάντηση από το καζίνο, ζήτησα τα χρήματα μου πίσω και δεν έλαβα καμία απάντηση. Έλαβα μονάχα ένα μήνυμα ότι ο λογαριασμός μου άνοιξε λόγω τεχνικού προβλήματος. Το έχω ανεβάσει το στιγμιότυπο οθόνης πιο πάνω.

Dear All,

Thank you for bringing this matter to our attention.

First and foremost, we want to assure both you and the player that the account in question has been permanently closed.

We are currently investigating the case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Casinia Casino Team

Dear everyone, good evening again!

Dear Casinia Casino,

I don't know if you have visual contact with the above screenshots but a representative of yours told me that it opened due to a technical problem. I want my money back as you did not protect me from your own rules. I don't understand what else you want to check and why you are delaying.

Anyway, I hope Casinia guru clears up the matter.

Αγαπητοί όλοι καλησπέρα και πάλι!

αγαπητο Casinia Casino,

δεν ξέρω αν έχετε οπτική επαφή με τα παραπάνω στιγμιότυπα οθόνης αλλά μια εκπρόσωπος σας μου είπε ότι άνοιξε λόγω τεχνικού προβλήματος. Εγώ θέλω τα χρήματα μου πίσω καθώς δεν με προστατεύσατε από τους ίδιους σας τους κανόνες. Δεν καταλαβαίνω τι παραπάνω θέλετε να ελέγξετε και για ποιο λόγο καθυστερείτε.

τέλος πάντων εύχομαι το Casinia guru να διαλευκάνει την υπόθεση

Good evening, I have news! The casino just sent me an email asking for my bank details so they can deposit the money. I will let you know when the payment is made.

Καλησπέρα έχω νέα! Μόλις μου έστειλε email το καζίνο ρωτώντας τα στοιχεία της τράπεζας μου ώστε να μου βάλουν τα χρήματα. Θα σας ενημερώσω όταν γίνει η πληρωμή

Dear zwoula_1996,

To ensure we can complete the refund of funds without further delay, please reply directly to that email with your full banking information.

Thank you for your cooperation and your prompt attention to this request.

Best regards,

Casinia Casino Team

Good evening, I have responded to you with all the information you requested.

I am waiting for payment.

Καλησπέρα σας έχω απαντήσει με όλα μου τα στοιχεία που ζητήσατε.

αναμένω την πληρωμή.

Good evening again. I would like to inform you that the payment has not been completed yet even though I responded quickly as Casinia Casino requested in the email!!!

Καλησπέρα και πάλι. Ενημερώνω πως δεν έχει ολοκληρωθεί η πληρωμή ακόμα παρόλο που απάντησα γρήγορα όπως ζήτησε το Casinia Casino στο email!!!

Dear zwoula_1996,

Please note that the payment may still require some processing time on the casino’s side, but I believe you should receive it soon.

Kindly let me know once the payment has been completed.

Thank you!

Dear Kubo,

On Friday I responded directly to the email that asked for my details. Usually when I used to play I would receive them within 1 day. I still haven't received any payment. Not even an email confirming that a payment has been made.

Αγαπητέ Kubo,

την παρασκευή απάντησα απευθείας στο email που ζητήσανε τα στοιχεία μου. Συνήθως και παλιά που έπαιζα τα λάμβανα εντός 1 ημέρας. Ακόμα δεν έχω λάβει καμία πληρωμή. Ούτε κάποιο email που να επιβεβαιώνει ότι έχει γίνει κάποια πληρωμή.

Dear zwoula_1996,

Upon reviewing our correspondence, it appears that the bank details you provided did not come through in the message reply. To ensure the security and accuracy of your information, we are unable to process your request without these details.

If it would be easier for you, you can provide the bank details by replying directly to the forum, and our representative will ensure they are securely hidden and protected. Alternatively, you are welcome to resend the information through our previous correspondence.

We apologize for any inconvenience this may have caused and appreciate your cooperation in helping us get this sorted out for you as quickly as possible.

Best regards,

Casinia Casino Team

Good evening again, please let me know why there is such a delay in the payment, even though I have sent all the necessary documents, even though you have my payment details from before. You asked me to send them and you still have not made any payment.

Καλησπέρα σας και πάλι παρακαλώ ενημερώστε με γιατί τόση καθυστέρηση με την πληρωμή ενώ έχω στείλει όλα τα απαραίτητα έγγραφα παρόλο που έχετε τα στοιχεία πληρωμής μου και από παλαιότερα. Μου ζητήσατε να τα στείλω και ακόμα δεν έχετε προχωρήσει σε καμία πληρωμή.

Dear zwoula_1996,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Casinia Casino Team

Good evening and again!

Okay, I'm waiting for your message!

Καλησπέρα και παλι!

ενταξει, είμαι σε αναμονή περιμένω μήνυμα σας!

Dear Kubo!

no payment yet and it's Friday which means we're going to start next week. This delay is unjustified for so many days for 340€.

Αγαπητέ Kubo!

καμία πληρωμή ακόμα και είναι παρασκευή που σημαίνει ότι πάμε απο την άλλη εβδομάδα. Αυτή η καθυστέρηση είναι αδικαιολόγητη τόσες μέρες για 340€.

Dear Casinia Casino,

We would greatly appreciate it if you could provide us with an estimated timeframe for when the payment will be released on your end.

Thank you for your assistance.

Good evening from me too,

no payment has been made yet!

Καλησπέρα και από μένα,

δεν έχει γίνει καμία πληρωμή ακόμα!

Good morning everyone!

The payment was made! Thank you casino guru for the immediate help.

Καλημέρα σε όλους!

η πληρωμή έγινε ! Ευχαριστώ το casino guru για την άμεση βοήθεια.

Dear zwoula_1996,

We are pleased to inform you that the refund for your recent transaction has been successfully processed.

We appreciate your patience and understanding throughout this process.

Thank you for your cooperation.

Best regards,

Casinia Casino Team

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

Dear zwoula_1996,

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,

Kubo