Casinoly Casino - Player's account has not been closed.

Hello,

My complain is about Casinoly, since February I'm contacting their support to definitely close my account because I have a gambling addiction! Always the same answer : Sorry to hear that! What is the reason for my decision? Although I wrote them that I have an addiction and they need to close my account! Since February, I must again have lost between 4000-5000 Euro, easily! Now we are nearly June and my account is still open! Maybe you can help me out? Thank you

Dear pro1579, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask a few questions to understand the situation better:

• Did you contact the casino via [email protected] to request a self-exclusion as written in their responsible gambling section?
• Have you explicitly mentioned your gambling addiction?
• Would you be so kind as to forward me all the self-exclusion requests that you sent to the casino together with their replies? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear pro1579,

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.

Hallo

casinoly hat jetzt, komischerwise,nachdem ich Casinoguru kontaktiert habe, mein Konto sofort gesperrt! Hätten Sie das früher gemacht und auf meine Mails reagiert hätte ich mir locker 4000 Euro auf Grund meiner Spielsucht gespart! Mfg

Thank you for sharing the updates with us, pro1579. I'm glad to hear that your account was ultimately closed.

Can you please specify if you have already shared any emails with me, as I asked you in my first message? I don't see any emails from you.

This is crucial if you'd like us to help you with the refund of your lost funds. If you have explicitly informed the casino about your gambling addiction and asked to close your account, but the casino failed to implement any protective measures in time, and it led to financial losses on your part, then we would proceed with this case. Please, forward me all your self-exclusion requests to [email protected] so that we can review them and check if you may be eligible for a refund.

Guten Tag,

ich schicke ihnen gleich alle E-Mails die ich geschickt habe und die paar Atworten die ich erhalten habe! LG

Thank you very much, pro1579, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello pro1579, 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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for reaching out!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

Casinoly team

Dear Casinoly team, while the investigation is underway, I would like to point out two things, that hopefully will be addressed in your response:

1. Voiding account balance in case of self-exclusion is against our Fair Gambling Codex, and we will request refunding it back to the player
2. As per the evidence provided by the player, he has first requested self-exclusion for 3 months on 30th April 2025. As per your Responsible gambling page, this should have been done within 24 hours. Since the account has been kept opened, player later on requested full account closure and even confirmed the balance void out on 12th May 2025.

As per the above, I would suggest the following:

• permanently close the account, mark it as "gambling addict - never reopen" or something similar, cease any and all marketing communication and ensure the player will not be able to re-register with the same credentials and payment methods
• refund the full balance that was on the player's account on 31st April
• refund all the deposits made by the player between 31st April until the account closure, minus any winnings and withdrawals made in that time period

Once your investigation is complete, please let us know of your findings and what should be the next steps. In case you need to share internal files or sensitive information, feel free to e-mail me directly at [email protected]. Thank you.

Guten Tag,

Vielen Dank für ihre Mühe! Ich bin auf die Reaktion von Casinoly gespannt!

Mit freundlichen Grüssen.

Dear all,

Your patience is truly appreciated. We are checking the matter with the relevant department. We will update you as soon as we have news from them!

Best regards,

Casinoly team

Guten Tag,

Casinoly hat mein Konto jetzt "nochmal" geschlossen.

Eine Entschädigung ist aber bis jetzt nicht in Sicht. Leider.

Vielen Dank.

LG

Dear all,

We would kindly like to apologize for the delay and any inconvenience this may cause.

Please be assured that we are working with high priority on your case.

We will inform you with further updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Casinoly team

Hello

okay, thank you for your understanding and quick response!

Regards

Dear pro1579,

We are truly sorry about the waiting time. We are still awaiting an update from the relevant department.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Casinoly team

Dear all,

Thank you for being so patient with us! We really appreciate it.

Unfortunately, the matter is still being handled by the relevant department. We will inform you as soon as we have an update from them!

Best regards,

Casinoly team

Guten Tag,

Alles klar, vielen Dank für Ihr Verständnis und Ihre Mühe den Fall schnellstmöglich zu klären!

MfG

Dear Casinoly team, we would appreciate if your investigation could be concluded shortly. I would also like to highlight that this case has been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform. Thank you for your understanding.

Hallo,

Casinoly hat mir soeben angeboten mein Konto wieder zu eröffnen mit einem 200€ Bonus und einem exclusiven 100% Bonus bei meinen nächsten 3 Einzahlungen! Finde ich jetzt nicht besonders professionel da ich mein Konto augrund meiner Spielsucht seit März schliessen wollte! MfG

Dear pro1579,

We would kindly like to inform you that we have sent you an email.

Best regards,

Casinoly team

Dear Casinoly team, can you please flip the correct switches in your system and then confirm the player will no longer receive any marketing communications to his e-mail and/or phone? Much obliged. :)

Dear pro1579, as I have not been CCed into the e-mail conversation, could you please let me know what is the status of this complaint and whether you are complying with the casino message? Thank you very much. :)

Dear pro1579,

We truly apologize that you received a re-opening offer from us. It has been noted that this shall not happen again.

Your bank details have been received and forwarded to the relevant department. We will inform you with further updates as soon as possible.

Best regards,

Casinoly team

I am glad to see things moving forward, and thanks the Casinoly for quickly fixing the issue with marketing messages.

Dear pro1579, please let me know once you receive the refund and I will close this complaint as resolved. :)

Okay, mach ich! Sobald ich mein Geld erhalten habe, sag ich Ihnen Bescheid! LG

Guten Tag,

Nur als Info : Ich habe bis heute noch leider KEINE Rückerstattung von Casinoly erhalten! Ich warte noch auf eine Überweisung! LG

Thank you for letting me know! From my experience, the transfer can take up to 5 working days, so I will reset the timer, and please let me know if you don't get anything by Tuesday next week. Then I will inquire further with the casino representatives.

Okay, vielen Dank für die Info! Ich melde mich dann spätestens am Dienstag wieder! LG

Guten Tag,

ich wollte Sie nur darüber informieren dass ich bis heute, Dienstag, leider keine Rückerstattung von Casinoly erhalten habe. Vielleicht können Sie mir weiterhelfen? Vielen Dank! LG

Dear Casinoly team, could you please check with the payment processing team and let us know what is the hold up? Do they need some additional information or is there something else they need to prcess the payment? Thank you.

Dear pro1579,

We are truly sorry for the delay of your refund.

Your refund has been scheduled for today. Once it has been processed, 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.

Please, we kindly ask you to inform us know when you receive them.

Kind regards,

Casinoly team

Guten Tag,

Vielen Dank für ihre Antwort. Sobald das Geld auf meinem Konto erscheint die nächsten Tage sag ich Ihnen Bescheid.

LG

Guten Tag,

Casinoly hat mir die Rückerstattung überwiesen! Sie können den Fall jetzt schliessen. Vielen Dank für Ihre Mühe und Ihre Geduld. Sehr professionnel. Kann ich nur weiterempfehlen. LG

Dear pro1579,

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/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose, only gain. :) It is also recommended to have a family member or a good friend to set the password for the app for you, to ensure maximum security online.

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