So yes I started playing at their casino some time ago recently I wanted to play again but I got the error "we are analyzing your account Check our help center for more information" I wrote to the live support but they write back that my account is open although it is not, they told me to do a browser cleanup but that did not help I wrote to the support email to delete my account and data but with no response for over a month now I keep getting text messages on my phone number which is annoying and violates my rights.

Dear Akkkk,

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 I can better understand the situation. 

• Have you unsubscribed from the casino's marketing communication?
• Have you contacted the casino and asked them to remove you from the marketing communication list?
• When was the last time you contacted casino support and what did you discuss?
• Is blocking the sender on your phone a valid solution for your issue?
• Could you please explain what the disputed amount of z?3000 represents in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

Have you opted out of the casino's marketing communications?

I can't opt out because I can't log into my account.

Have you contacted the casino and asked to be removed from the list of marketing communications?

Yes, I sent an email, but they have not responded for a long time.

When was the last time you contacted the casino staff and what did you discuss? 

I sent an email a week ago but they have not responded so far

Is blocking the sender on your phone a valid solution for your issue?

Yes but it doesn't do anything still text messages come in

Could you please explain what the disputed amount of z?3000 represents in this situation?

I meant that I put so much into this casino

Dear Akkkk,

Do I understand correctly the balance amount is withheld on your player's account?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

No answer

Thanks for your reply,

• When did the casino inform you your account is open?
• Could you please share the interaction between you and casino support regarding the unwanted messages and status of your account? Send the information to my email at [email protected]
• Since when are you receiving unwanted messages from the casino and when was the last time you received it?
• Is the z?3000 your casino balance the casino withhelds on your account? Is there proof the casino withholds this balance in the casino you might share with me?

The casino informed me that the account was opened a month ago. I can't share the information about the conversation with the casino because they don't reply to emails. The message that I have an open account was answered by live chat. I've been receiving messages from the casino every day for several months.

The casino informed me that the account was opened a month ago. I can't share the information from the conversation with the casino because they don't reply to emails. The message that I have an open account was answered by live chat. I've been receiving messages from the casino every day for several months and this is simply the amount I lost at this casino.

Thank you very much, Akkkk, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Akkkk, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

Could you please clarify what are you trying to achieve with this complaint? Are you looking for reopening of your account and withdrawal of funds, or self-exclusion and to stop receiving marketing messages from Casinia?

Thank you for your patience and cooperation in advance.

Dear Akkkk,

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.

self-exclusion and to stop receiving marketing messages

Ok, no problem. In that case I would ask you to send the self-exclusion e-mail as you did with the other casinos, to [email protected] and let me know here once you send it, please.

Thank you for the confirmation, Akkkk. Can you please let me know if you had sent any e-mail to the casino before the one from yesterday, where you asked for the account closure due to the gambling addiction, or was this the first time?

In the meantime, I’d like to invite a representative of Casinia Casino to join the conversation and participate in the investigation of this case as well. Could you please ensure that the player's account gets blocked as soon as possible - without an option for re-opening due to gambling addiction - and confirm that all the marketing communication ceases?

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Akkkk,

Thank you for the patience, and sorry for the delay of the reply.

Be aware that your gaming account is permanently closed as per your request.

Thank you and have a great day.

Best Regards,

Casinia Team

Dear Akkkk, can you please confirm if the issue has now been resolved? Thank you.

Yes

Dear Akkkk, thank you for the confirmation. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com