The player from Germany faces issues with a casino that reopened his account without consent after he self-excluded due to gambling addiction. Despite requesting closure again, the casino refuses to refund his deposits and denies responsibility for the situation.
Casinoly Casino - Player's account has been reopened without consent.
Opened
Current status
Waiting for player to reply
6d 22h 48m 20s
Casinoly Casino
Safety Index 8.7 HighCase summary
Discussion
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Public
19 hours ago
Translation
Hello Casino-Guru Team,
Unfortunately, this is another casino that has not complied with my self-exclusion due to my gambling addiction.
Last year, in October 2025, I successfully closed my account due to my gambling addiction and for self-protection. This was confirmed by the casino a few days later and was completed.
Unfortunately, in May 2026, I received an email from the casino stating that MY account was unblocked, and consequently, I was able to lose further money there during June and July, even though the account should have been closed due to my gambling addiction. The account was reopened without my consent. Since I cannot control my gambling, I naturally took advantage of the situation until I was able to have my bank account blocked.
In July 2026, I contacted the casino directly regarding this matter, requesting that my account, which had been permanently closed due to gambling addiction, be reactivated. Shortly thereafter, it was closed again. The casino is refusing to refund my deposits and is thus denying any responsibility.
In my opinion, a casino that values player protection measures shouldn't be allowed to get away with something like this. Otherwise, they could simply reopen accounts of addicted players at any time and collect their money – that completely contradicts any notion of player protection and must not happen.
Automatic translation:
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1 hour ago
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1 hour ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the email you received from the casino in May 2026 informing you that your account had been reopened?
- Did you contact customer support beforehand to request that your account be reopened, or was it reopened automatically?
- Also, kindly forward me the communication between you and the casino's customer support regarding the repeated closure of your account and your request for a refund of your lost deposits. My email address is veronika.f@casino.guru.
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
