Casinoly Casino - Player's account closure request is delayed.

The casino won't close my account via chat. I told them I have a gambling problem and want to close my account permanently. They ask me to do it via email, which I can't log in to.

There are no responsible gaming tools on the site that you could even use to set yourself a break.

As a solution, they suggested sending the email using another email address, and in addition, they should have taken a picture of the hangers and taken a picture of themselves with some kind of certificate(?).

I think this is a completely unreasonable demand from a gambling addict who wants to be immediately banned from their own account, which they are logged into.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you experienced while trying to close your account.

Please understand that casinos are not obligated to provide responsible gambling tools directly within the player account interface. While such tools are certainly recommended and considered a good practice, some casinos instead handle responsible gambling requests manually through their support departments.

It is also not uncommon for casinos to require self-exclusion requests to be submitted via email rather than live chat. In many cases, live chat agents do not have access to all account management features or the authority to permanently close accounts on behalf of players.

Additionally, requesting identity verification before applying a permanent self-exclusion is considered a standard procedure in the industry. This helps ensure that the self-exclusion is applied correctly to the verified account owner and reduces the risk of the same individual creating another account in the future under the same identity.

To better understand your situation, could you please clarify the following:

• Why are you unable to access the email address connected to your casino account?
• Did you follow the casino's suggestions and attempt to send the request from another email address?
• Did you provide the documents and photographs the casino requested in order to process the self-exclusion?

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

Dear Jvvvvvvv,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru