Casinoly - Player failed to self-exclude and lost the deposit.

Dear CasinoGuru Team,

I have lost a substantial amount of money at CasinoLy and other casinos in the group over the past two years, amounting to approximately 100k. Once again, I find myself falling for the tactics of my VIP manager, who seems to take advantage of my gambling addiction. He promised to close my account for me but failed to do so. Consequently, I ended up depositing and losing €1157 more.

I would greatly appreciate it if CasinoLy could promptly refund this amount to my bank account. Furthermore, due to the ignored requests regarding the closing of my account, I appeal for some form of compensation in the shape of a partial repayment of the total amounts I have lost.

Dear rella1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Petronela, thank you very much for the quick review.

I have sent you a WhatsApp screenshot via email.

My account has now been blocked when I pointed out that the closure had not been carried out and that I wanted my deposit back.

The attempt to obtain a statement of deposits and withdrawals was also unsuccessful.

Hi rella1989,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Casinoly,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the general terms and conditions of the casino.
2. If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

As you initiated the self-exclusion process through an unofficial channel (WhatsApp) without providing a reason for wishing to close your account, I regret to inform you that we are unable to assist you at this time.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear rella1989,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.