Casinoly - Player seeks help after account closure.

Hello dear team. I have encountered a big problem in online casino casinoly I don't know where to turn for help, all hope is on you. The situation is this, I played in this casino for more than a year, lost a large sum of money during all this time. Half a year ago I asked to block access to my account, due to the developed gambling addiction. They blocked it. But later, due to the uncontrollable desire to play, I unblocked it again. And I started losing even more money. Lately, being completely dependent, I did not withdraw even large winnings, but continued to play. Which led to the fact that over the last month and a half I I lost the sum of 8000€ which I needed for an operation to remove a herniated disc. I contacted the support service with a request to block access to the account again, I explained that I was in a very strong gambling addiction. And asked to return the money only for what I lost in the last month and a half, this amount is 8000€ They blocked my account, but no more dialogues with me did not conduct. My requests, complaints do not respond at all. Letters are not answered. I also contacted the service that was indicated on the site casinoly for complaints A**********,They asked me to provide screenshots of the blocking and correspondence. I provided everything, but they replied that I should contact the relevant gambling authority. And no more help from them. I only ask for help to return me the sum of 8000€, this is only a part of the sum that I lost, but for me it is vitally important. If you can help me with this issue, I beg you to help. Or if it is beyond your power, please advise where I can go. I really count on your support and help. With respect, Oleksandr S***** I also give you the correspondence and screenshots my correspondence

Dear filenkoalex,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Большое вам спасибо за то что уделили мне время,я очень рассчитываю на вашу поддержку. Я отправил вам на указанную электронную почту скриншоты и мои просьбы в casinoly.

Dear filenkoalex, did you request to reopen your previously closed account due to gambling addiction?

If so, could you please share any communication with the casino regarding this request?

Additionally, do you have any proof that your casino account was closed by the casino back then?

Hello. Here is one of the screenshots about the correspondence. I sent you more screenshots earlier to the email address you gave me.

Dear filenkoalex, could you explain how you were able to reopen your casino account after it was closed due to your initial self-exclusion request? Please share any relevant communications regarding the reopening of your account.

Hello. Unfortunately, we correspond with you once a week and no more. I would like to clarify with you whether you can provide real help in my huge problem or is it beyond your power? I answer your question, the account was reopened by me upon request to the support service of this ill-fated casino. And they unblocked my account again. And I, due to my addiction to gambling I have a big problem.

Dear filenkoalex, please forward the account closure requests you submitted half a year ago to dominika.l@casino.guru.

Did you make all the requests vie the email address associated with your casino account?

Can you currently access your casino account?

Hello. I am sending you correspondence to your email address Yes, I was in correspondence with casinoly From another email that was linked to the account q**********@ukr.net With this one.

Also, my account access is blocked. And the casino hasn't responded to my messages for a month and a half

Dear filenkoalex,

Unfortunately, we cannot assist you further with your complaint regarding the return of your funds. Since you were able to reopen your casino account after that period and we do not have evidence that your account was closed due to gambling addiction at that time, we cannot take any action or provide the support you're seeking.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.