Casoola Casino - Player faces access issues after bonus activation.

They sent me a bonus to play, I saw I couldn't log in, they informed them and activated it with their own code, I played, the amount of €400 was lost

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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 clarify why you were unable to log into your account? Were you receiving any error messages or notifications?
• Have you requested the closure of your account in the past? If so, what was the reason for the closure, and when exactly was the account closed?
• Am I correct in understanding that you lost the bonus funds you received from the casino during regular gameplay and that your current account balance is zero?

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

Yes, I had requested to close my account and they opened it with their own code. I played the game lousy and lost €450 in one hour.

Thank you for your reply. First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Dear F.otis316,

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.

I requested to close the account, it was closed, after a while they sent me an email with a bonus, I said I didn't have an account or a password, and they activated it for me.

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear F.otis316,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika