Casinia Casino - Un giocatore chiede il rimborso dopo che la sua richiesta di chiusura dell'account è stata ignorata.

Good morning, I would like to report improper behavior on the part of Casinia Casino.

On April 5, 2026, at 9:46 PM, I submitted a formal request to permanently close my account via email.

On April 6, 2026, at 2:01 AM, I received an official response from their "VIP Team" (which I attach as proof). In that email, the casino explicitly states: "We regret to hear that you wish to close your account with us."

However, instead of closing it immediately as requested, the operator ignored my wishes and implemented an aggressive marketing strategy, offering VIP benefits and bonuses to entice me to stay. Due to this failure to close the account and the negligence of support, the account remained active, allowing me to make deposits totaling €975.00 in the period following my request.

According to the Antillephone license guidelines and international Responsible Gaming standards, once the player expresses a clear desire to close the account, the operator must block access and not attempt to persuade the customer to continue playing.

I am requesting a full refund of the €975.00 deposited after April 5th, as these losses were caused solely by the casino's refusal to comply with my closure request.

I have retained all documentation, including my original email and their response from April 6th, which I am making available to you.

Best regards,

Fabio ****

[email removed by casino.guru admin]

Buongiorno, desidero segnalare un comportamento scorretto da parte del casinò Casinia.

In data 5 aprile 2026 alle ore 21:46, ho inviato una richiesta formale di chiusura definitiva del mio account tramite email.

In data 6 aprile 2026 alle ore 02:01, ho ricevuto una risposta ufficiale dal loro "VIP Team" (che allego come prova). In tale email, il casinò dichiara esplicitamente: "Siamo spiacenti di sapere che desidera chiudere il suo account con noi".

Tuttavia, invece di procedere alla chiusura immediata come richiesto, l'operatore ha ignorato la mia volontà e ha messo in atto una strategia di marketing aggressivo, proponendomi vantaggi VIP e bonus per indurmi a restare. A causa di questa mancata chiusura e della negligenza del supporto, il conto è rimasto attivo, permettendomi di effettuare depositi per un totale di 975,00 € nel periodo successivo alla mia richiesta.

Secondo le linee guida della licenza Antillephone e gli standard internazionali di Gioco Responsabile, una volta che il giocatore esprime la chiara volontà di chiudere l'account, l'operatore deve bloccare l'accesso e non tentare di persuadere il cliente a continuare a giocare.

Richiedo il rimborso integrale dei 975,00 € depositati dopo il 5 aprile, poiché tali perdite sono state causate esclusivamente dal rifiuto del casinò di dare seguito alla mia richiesta di chiusura.

Ho conservato tutta la documentazione, inclusa la mia email originale e la loro risposta del 6 aprile, che metto a vostra disposizione.

Cordiali saluti,

Fabio ****

[email removed by casino.guru admin]

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Dear Nenno87;

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 account closure requests you sent to the casino, along with the casino's responses other than those already provided? Is your account currently closed?

You can send them to me at [email protected]

Thank you in advance for your cooperation.

Best regards,

Tomas

Thanks, Tommaso. I forwarded all the requested documentation to your email address yesterday. You can clearly see in the emails that I requested closure on April 5th. The casino, while confirming receipt of the request on April 6th, responded by offering me cashback and a VIP bonus. This led me to deposit another €975 into an account that was supposed to be closed. I look forward to hearing from you after reviewing the evidence.

Grazie Tommaso, ho inoltrato ieri al tuo indirizzo email tutta la documentazione richiesta. Nelle mail potrai vedere chiaramente che il 5 aprile ho chiesto la chiusura e che il casinò, pur confermando di aver ricevuto la richiesta il 6 aprile, ha invece risposto offrendomi cashback e bonus VIP. Questo mi ha portato a depositare altri 975€ su un conto che doveva essere chiuso. Resto in attesa di un tuo riscontro dopo l'analisi delle prove.

Good morning Tommaso, Casinia Casino contacted me privately via email (I just forwarded you the text) trying to refuse the refund. They claimed I hadn't mentioned any gambling issues and that, according to their terms and conditions, they don't refund deposits already wagered.

I would like to point out that:

1) Their own policy states that they close accounts "as soon as possible" after a request. My request was made on April 5th, but the account remained open.

2) The clause they cite (6.6.2) is invalid in this case, because the deposits occurred after the casino was required to close my account.

3) The casino continues to ignore the fact that, instead of closing my account, their VIP manager offered me bonuses and cashback on April 6th.

4) I believe the casino is trying to bypass Casino Guru's mediation with unfounded technical arguments to cover up their own negligence.

Buongiorno Tommaso, il casinò Casinia mi ha contattato privatamente via email (ti ho appena inoltrato il testo) cercando di rifiutare il rimborso. Sostengono che non avrei menzionato problemi di gioco e che, secondo i loro termini e condizioni, non rimborsano i depositi già giocati.

Vorrei far notare che:

1) La loro stessa policy citata dice che chiudono il conto 'il prima possibile' dopo la richiesta. La mia richiesta è del 5 aprile, ma il conto è rimasto aperto.

2) La clausola che citano (6.6.2) non ha valore in questo caso, perché i depositi sono avvenuti dopo che il casinò aveva l'obbligo di chiudere il mio account.

3) Il casinò continua a ignorare il fatto che, invece di chiudere il conto, il loro VIP manager mi ha offerto bonus e cashback il 6 aprile.

4) Ritengo che il casinò stia cercando di scavalcare la mediazione di Casino Guru con argomentazioni tecniche infondate per coprire la propria negligenza.

Thanks for your patience.

I went over the communication you provided. Sadly, we can only pursue a refund of funds spent on gambling when we can establish that the casino was obligated to protect you from further gambling. Since no gambling issues were disclosed, our assistance will be limited to ensuring your account in the casino is closed.

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling issues from the casino via email.

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. The template below can be used when requesting self-exclusion in other online casinos where you have an account.

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

Please inform me about the status of your account. Looking forward to your reply.

Thanks Tommaso for the reply, but I cannot agree with this conclusion.

I understand the technical difference between locking out and self-exclusion, but there's a key point that's being ignored here: the operator's duty of care.

On April 5th I asked for closure.

On April 6, the casino confirmed that it had received the request.

Instead of closing (which they themselves call 'simple'), the VIP Manager contacted me offering bonuses and cashback.

For a vulnerable player, receiving a cash offer from the casino after asking to close is a deliberate temptation. The casino exploited my request to close for aggressive marketing, causing me to lose €975.

If the casino had implemented the "simple" closure procedure on April 6th, I would not have been able to deposit anything. I ask Casino Guru to evaluate the predatory behavior of the VIP Team, who turned a closure request into a profit opportunity at the expense of a struggling player.

Grazie Tommaso per la risposta, ma non posso concordare con questa conclusione.

Capisco la differenza tecnica tra chiusura e autoesclusione, ma qui c'è un punto fondamentale che viene ignorato: il dovere di diligenza (Duty of Care) dell'operatore.

Il 5 aprile ho chiesto la chiusura.

Il 6 aprile il casinò ha confermato di aver ricevuto la richiesta.

Invece di chiudere (procedura che loro stessi definiscono 'semplice'), il VIP Manager mi ha contattato offrendomi bonus e cashback.

Per un giocatore vulnerabile, ricevere un'offerta di denaro dal casinò dopo aver chiesto di chiudere è una tentazione deliberata. Il casinò ha sfruttato la mia richiesta di chiusura per fare marketing aggressivo, portandomi a perdere 975€.

Se il casinò avesse eseguito la 'procedura semplice' di chiusura il 6 aprile, io non avrei potuto depositare nulla. Chiedo che Casino Guru valuti il comportamento predatorio del VIP Team, che ha trasformato una richiesta di chiusura in un'occasione di profitto sulla pelle di un giocatore in difficoltà.

Thanks for sharing your point of view.

Sadly, we may intervene only in situations where we can conclude the casino should have protected players. Account closure request that wasn't granted is not among those situations, sadly.

Please let me know whether you requested a new self-exclusion from the casino and whether the casino has closed your account already.

Looking forward to your reply.