The player from Germany reported that his Casinoly account had been closed without his consent, and despite being a loyal customer for over a year, he received inadequate responses from support regarding the closure. He requested the reactivation of his account, an explanation, and compensation for his significant losses. The Complaints Team reviewed the case but ultimately closed the complaint, stating that since the player confirmed no funds were left in his account at the time of closure, no refund or compensation could be requested. The casino determined that it had acted within its rights to close the account without breaching any regulatory obligations.
Casinoly Casino - Player’s account has been closed without consent.
Closed
Our verdict
Unjustified complaint
Amount: ??
Casinoly Casino
Safety Index 8.6 HighCase summary
Discussion
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1 year ago
Translation
Dear Casino Guru Team,
I urgently request your support. My Casinoly account was closed without my consent. I never requested or confirmed account closure. Despite repeated contact, I have not received clear or honest answers from support. My concerns are ignored or dismissed with standard replies.
I've been an active customer at Casinoly for over a year, and during that time I've suffered a loss of approximately €44,000 – without a single significant win. My personal manager was constantly informed about my activities and losses. Nevertheless, I only occasionally received small bonuses (€10, €20, €50), which were practically impossible to realize with the 45x wagering requirement.
I consider this treatment highly unfair and therefore demand immediate compensation in the form of a fair cashback for my losses, as well as the prompt reactivation of my account or a comprehensible statement.
I request that you review my case as soon as possible and request Casinoly to respond.
Best regards
IT
Edited by a Casino Guru admin
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1 year ago
Dear Erbil,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please specify the balance in your account when the casino closed it?
Did you have any real money on your casino account at the time of closure?
When was the last time you communicated with the casino?
Has the casino explained why they decided to close your account?
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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1 year ago
TranslationDear Veronika,
Thank you for your feedback.
At the time of account closure, I had no funds left in my casino account. However, I had deposited over €44,000 over the course of a year and, especially in the last five months, hadn't made any winnings. Despite these significant losses, the casino only gave me small bonuses (usually €10, €20, or €50), which were practically impossible to use with a 45x wagering requirement.
My manager was always informed about my gambling behavior and losses. When I then requested compensation and informed the casino that I would file a complaint with Casino Guru, my account was blocked shortly thereafter without warning.
Since then, I have only received standard automated responses – no explanation, no apology, and no fair compensation for my heavy losses.
I find this behavior extremely unfair and once again ask for your support so that the casino is obliged to provide a transparent statement, restore my account, and provide adequate compensation for my losses.
Best regards
Erbil S.
Edited by a Casino Guru admin
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1 year ago
TranslationDear Veronika,
Thank you for your feedback.
I would also like to add that I find Casinoly's behavior extremely unfair. After I filed a complaint and requested compensation, my account was blocked without explanation or consent. Since then, I've only received automated, meaningless responses from customer support.
If I do not receive a comprehensible statement or solution in the next few days, I will officially report the case to the GGL (Joint Gambling Authority of the German States) and seek legal advice.
I continue to hope that with your help we can reach a fair solution.
I am enclosing a screenshot of Casinoly's responses.
Best regards
Erbil S.
Edited by a Casino Guru admin
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1 year ago
Dear Erbil,
Thank you for your response and for providing the requested information.
We understand your frustration and disappointment, especially considering the amount of money you have spent over time. However, after carefully reviewing your case, we must respectfully close this complaint without further intervention.
Since you confirmed that there were no funds in your account at the time it was closed, we are unable to request any refund or compensation from the casino. As per our complaint resolution guidelines, we do not investigate cases where the player's account was closed without a remaining balance, unless there is clear evidence of a serious violation of player rights.
It's also important to note that, just like any other business, online casinos generally reserve the right to close a customer’s account at their own discretion, as long as the player's balance is paid out and no regulatory obligations are breached. In your case, we have not identified any breach of such obligations.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
Best regards
Veronika
Casino Guru Team
