Casinia Casino - Request for refund due to gambling addiction and inadequate response to account closure requests

Dear AskGamblers team,

Please be informed that we will send you an email when we gather all the relevant evidence and information. We appreciate your patience.

Best regards,
Casinia.com

Dear Casinia Team,

Thank you for your response. To facilitate a swift resolution, I am submitting all relevant evidence regarding my complaint:
• The original emails in German with their English translations (in PDF format)
• Screenshots of my casino account showing deposits made via Apple Pay and Paysafecard

My request remains clear: I kindly ask for a refund of CHF 10,000. This amount represents the losses incurred after my explicit requests to permanently close my account were ignored.

I hope for a prompt review and resolution of this case. Please confirm receipt of the documents and inform me of the next steps.

Thank you for your assistance.

Best regards,
Lavdim

The payments

The payments

Dear Customer,

Thank you for reaching out.

We would like to inform you that gambling issues were not mentioned by you as a closure reason at any point prior to 24.06.2024.

When you mentioned the aforementioned reason on 24.06.2024, your account on our website was closed.

Best regards,
Casinia.com

Dear Casinia Team,

Thank you for your response. However, I must strongly disagree with your statement regarding the timeline of events. I have clear evidence proving that I explicitly requested the closure of my account due to gambling addiction well before June 24, 2024.

Key Facts and Evidence:

1. First Request: On April 29, 2024, I sent an email explicitly requesting the closure of my account due to my gambling addiction.
2. Second Request: On May 25, 2024, I followed up with another email emphasizing the financial and emotional distress this situation was causing, including a marital crisis.

Both emails are included in the evidence I have already submitted, along with their English translations, and clearly demonstrate that I mentioned my gambling issue multiple times before June 24, 2024.

My Demand:

• I kindly request that you review the email correspondence I provided again and address this issue accurately.
• My claim for a refund of CHF 10,000 is based on the fact that my requests to close my account were ignored, allowing me to continue gambling and incur these losses.

If this matter is not resolved promptly, I will have no choice but to escalate it further to the relevant regulatory authorities and consumer protection organizations.

Please confirm receipt of this email and provide an update on the resolution process.

Thank you.

Best regards,
Lavdim Berisha

Dear Customer,

Thank you for your reply.

After review of the communication, we would like to reiterate our stance that gambling problems were not mentioned as a closure reason by on 29.04.2024 and 25.05.2024.

Your account on our website was closed on 24.06.2024 after you explicitly mentioned gambling problems as a closure reason.

Best regards,
Casinia.com

Dear Casinia Team,

Thank you for your reply.

However, I must clarify that my account closure request was not due to gambling problems but due to a personal crisis, specifically related to my marriage. I did not mention gambling issues as the reason for the closure on 29.04.2024 or 25.05.2024. The request made on 24.06.2024 was explicitly due to personal matters, not related to gambling.

As per your own responsible gaming policies and guidelines, players have the right to request account closure at any time, for personal reasons, including personal life situations like a marital crisis. These policies should allow players to step away from gambling without needing to provide specific gambling-related reasons. I trust that your company, operating under a Curacao license, is aware of the obligations to prioritize player welfare, including respecting personal circumstances that may require account closure.

Given this context, I would like to request a thorough review of my case and a clear explanation as to why my request for closure was not promptly honored, especially as it was related to personal matters, which should not be disregarded. I am requesting that you address this issue in line with your legal obligations under the Curacao regulations and your internal policies, which should facilitate such requests without delay.

I expect a detailed response and hope for swift action on this matter.

Kind regards,
Lavdim

@askgablers, maybe you can help us.

Dear Customer,

Thank you for your response.

We would like to reiterate our previous reply and inform you that your account was closed as soon as you explicitly mentioned gambling issues as a closure reason.

Best regards,
Casinia.com

Dear Casinia Team,

Thank you for your response.

However, I cannot accept it, as I have the right as a customer to request the closure of my account at any time, regardless of whether the reason involves gambling addiction or other personal matters.

As I have stated multiple times, I explicitly requested the closure of my account on April 29, 2024, and again on May 25, 2024, due to a difficult personal situation. These requests were ignored, which allowed me to continue accessing my account and resulted in losses amounting to CHF 10,000.

Your company is obligated under the principles of responsible gambling and your licensing requirements to promptly process customer requests for account closures, regardless of whether gambling addiction is specifically mentioned.

I kindly request that you review my case again and provide a detailed explanation as to why my repeated requests were ignored.

Thank you, and I look forward to a swift resolution.

Best regards,
Lavdim Berisha

Dear Customer,

Thank you for your email.

We would like to reiterate our response again and inform you that your account was closed as soon as you mentioned gambling problems.

Best regards,
Casinia.com

Dear Casinia Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements regarding the closure of the player's account. Please send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers team,

Thank you for your message.

You will be sent an email with the evidence shortly.

Best regards,
Casinia.com

Dear Casinia Casino

I have submitted multiple self-exclusion requests through your platform. As shown in the attached screenshot, this aligns with the information provided on your website. However, these self-exclusions were not activated within the stated 24-hour timeframe.

I kindly request clarification regarding this matter.

Best regards,
Lavdim

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Casinia Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear AskGamblers team,

Please be informed that we sent you an email with evidence to suppor­t@a­skg­amb­ler­s.com. Looking forward to your reply.

Best regards,
Casinia.com

Dear AskGamblers Team,

I hope you are doing well. I would like to ask about the current status of the case after Casinia.com sent an email with evidence to suppor­­t@­a­s­kg­­amb­­le­r­s.com. Could you please provide me with an update?

Thank you for your support. I look forward to hearing from you.

Best regards,

< full name removed >

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Casinia Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear AskGamblers team,

We would like to inform you that we have received your latest communication and you will be given a reply when it's available. Thank you for your patience.

Best regards,
Casinia.com

Dear Casinia.com Team,

Thank you for your response. I understand that you are currently reviewing my case, and I appreciate your efforts. However, I would kindly like to inquire if there is any update or estimated timeframe for a resolution.

Your assistance and transparency in this matter are greatly appreciated.

Looking forward to your reply.

Best regards,
Lavdim