The player from Germany attempted to close his Casinoly account on March 18, 2025, but it remained active for nearly three months, leading to additional deposits totaling €747. After receiving confirmation of closure, his account was reactivated without consent, resulting in further losses totaling at least €1,882. He requests an investigation into the account's reactivation and a refund for his losses.
Casinoly Casino - Player’s account was closed and then reactivated without consent.
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Casinoly Casino
Safety Index 9.1 Very highCase summary
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3 days ago
Translation
I first attempted to close my Casinoly account on March 18, 2025, and subsequently submitted several further closure requests. Despite these requests, my account remained active for almost three months and was only closed on June 5, 2025.
Between my initial request to close the account due to loss and addiction and the actual account closure, I demonstrably made further deposits totaling at least €747.
After receiving written confirmation of my account closure, the account was later reactivated without my request or consent. I never requested a reopening.
After reactivation, I received a bonus of €50 and subsequently made further deposits totaling €1,135 within a short period of time.
The total demonstrable damage amounts to at least €1,882. Including additional pending transactions visible in the transaction history, the total amount could reach up to €2,536.
My complaint is based on two main points:
1. My account was only closed after almost three months, despite multiple closure requests.
2. My account, which had already been closed, was later reactivated without my consent.
I request an investigation into the matter, the submission of all evidence of the reactivation I allegedly requested, and a refund of the losses incurred as a result.
Automatic translation:
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18 hours ago
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.
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18 hours ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Casinoly Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when have you last accessed your account? When was the last time you made a deposit in Casinoly Casino?
- Could you please specify the reason for closing your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
