The player from Germany had requested to close his account on February 5, 2024, due to gambling addiction, but the casino had not yet processed his request despite multiple follow-ups. He was concerned that the casino was delaying the closure to continue profiting from his deposits, which had totaled 2,550 euros since his initial request. The Complaints Team intervened, and after escalating the issue, the casino confirmed the account closure and processed a refund of 3,020 euros on May 8, 2025. The player received his refund, and the issue was marked as resolved.
Casinoly Casino - Player's account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: €3,020
Casinoly Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Good day
On February 5, 2024, I asked for my account to be closed for the first time due to gambling addiction.
Nothing happened until February 12, 2024. I was just asked by email whether I wanted to close my account.
I have already answered this question.
On March 10, 2024, I sent another email stating that I would like to finally close my account.
To date, it has not been closed there.
I have already deposited a lot of money there.
And it seems to me that they don't want to ban me because they want to keep milking me.
Since my first email requesting cancellation, I have already deposited and lost 2550 euros.
Automatic translation:
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8 months ago
Dear Tottimar,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing with the closure of your account. To better understand your situation and assist you further, could you please provide answers to the following questions?
- Could you please specify if you contacted the casino in any way between February 5 and February 12 or if the casino contacted you during this time?
- Could you kindly confirm that you passed the full KYC verification?
- When was the last time the casino communicated with you?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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8 months ago
Translation
During this time, I was only asked on February 12th whether I really wanted to close my account.
To that I answered yes.
But nothing has happened to this day.
I have been verified there for a long time.
The last email message from casinoly came on 12.02.2025
After that, nothing happened.
On April 6th I wrote to support again in the chat.
There I asked again to close my account because of gambling addiction.
So far nothing has happened
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8 months ago
Thank you very much, Tottimar, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Translation
Thank you
In the meantime I had written to an employee again in the chat.
He has now probably forwarded it to the VIP manager for the umpteenth time.
But to this day everything remains unchanged.
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8 months ago
Hello Tottimar, 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.
I’d like to invite a representative of Casinoly to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
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8 months ago
Translation
Hi Matej
I have a serious gambling problem.
I have already deposited and lost several tens of thousands of euros in the casino.
That's why I want to self-exclude as soon as possible.
Except for this evidence, I have already provided everything else
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8 months ago
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.
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7 months ago
Dear Tottimar,
We sincerely apologies for your experience.
We have closed your account and also sent a confirmation via email.
We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Casinoly team.
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7 months ago
Translation
Hello
But that doesn't change the fact that I continued to deposit a lot of money.
We have to find a way for both of us to part ways happily.
Now with a simple apology I won't get my money back
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7 months ago
Thank you for the account closure confirmation, Casinoly team. Please, let us know as soon as the finance department comes back with the answer.
The player has requested self-exclusion due to the gambling problems on 5th February. According to the casino's Responsible Gambling policy, this should have happened within 24 hours. Therefore, we believe the player should be refunded the original balance from 6th February, as well as any further deposits made until the actual account closure (minus any withdrawals or winnings).
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7 months ago
Translation
Of course, I think that is entirely justified.
Would be nice if we could come to a conclusion here
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7 months ago
Hello Tottimar & Matej,
Yes! That is correct and please rest assure, as the initial request escalated to our relevant team by us on 22nd April, 2025, we had informed and calculated from 6th February till the date of account closure. The calculation is as following :-
Tottimar deposited : 4,600 EUR and withdraw : 1,580 EUR from (No transaction on Feb 6th) Feb 7th to April 20th. Refundable amount = 3,020 EUR.
We have sent an email to Tottimar asking for bank details to proceed further.
Waiting for your update. Thank you!
Best regards,
Casinoly team.
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7 months ago
Thank you for the update, Casinoly team! Much appreciated.
Dear Tottimar, please let us know once the details are provided to the casino, to keep us up to date. Thank you.
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7 months ago
Translation
I will inform you.
I received this email today from casinoly
I replied back with the requested data.
Let's see if everything works
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7 months ago
Thank you very much for the confirmation, much appreciated! I have amended the disputed amount according to the casino's statement.
Dear Casinoly team, please let us know as soon as everything has been processed, and the payment has been sent on your end. Thank you.
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7 months ago
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.
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7 months ago
Dear Tottimar,
We are happy to confirm that your refund of 3,020 EUR has been processed, and the money has been sent from our side on 8th May, 2025.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
We believe, by now you should had received your refund amount in your account.
Best regards,
Casinoly team.
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7 months ago
Translation
Good morning
The money has been refunded to me
Many thanks to all
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7 months ago
Dear Tottimar,
I am very happy to hear that your issue has been resolved, and would like to thank Casinoly Team for looking into this matter. We'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.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)
Lastly, 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/casino.guru. 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
Casino.Guru
