Casinoly Casino - Player's account is inaccessible, and she seeks a refund of her deposit.

Nachdem ich ein Konto eröffnet habe und 35Eu eingezahlt habe, ist die Seite nicht mehr erreichbar! Ich möchte meine Einzahlung zurück!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 send me a screenshot of the error message you see when you try to log in to your casino account?
• Are you unable to access your account only, or is the entire casino website unavailable?
• Have you tried using a different browser or device, deleting your browser history, clearing your cookies and cache, and then accessing the website again to see whether the issue persists?
• Have you tried contacting the casino's customer support via email to ask whether they would consider refunding your deposit?

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 claudi3110,

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