The player from Germany requested account closure due to gambling addiction, but the casino did not comply, allowing him to make deposits of €1940 and incurring an additional €40 in fees. After confronting the casino, his account was closed, but he has not received a refund for his deposits, and the casino states that bets placed will not be refunded.
Casoola Casino - Player’s account has not been closed as requested.
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Current status
Waiting for player to reply
3d 1h 20m 53s
Casoola Casino
Safety Index 5.5 Below averageCase summary
Discussion
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5 days ago
Translation
Good day, on September 1st, 2026, I requested that this casino immediately close my account due to gambling addiction. The casino did not comply with this request. The following day, I was able to make deposits totaling €1940. An additional €40 in fees is expected. I then confronted the casino, pointing out that they had not complied with my request to close my account and demanding a refund of my deposits from September 2nd, 2026. I also stated that if no refund was issued, I would contact Guru. Only after this email was my account closed. However, there was no response regarding a refund. Instead, today, September 3rd, I received an email stating that bets placed would not be refunded. I wouldn't have been able to place these bets in the first place if the casino had closed my account on September 1st, 2026. What is also very strange is that my credit card, which is new and has only been used by this casino for the first time, received a so-called account check today. I contacted the bank immediately and had my cards blocked. I would be happy to send you the email correspondence. I can also send you the credit card payments from February 2nd, 2009, and the payments from Revolut Bank via email.
Please provide support
greeting
Rainer ****
Edited by a Casino Guru admin
Automatic translation:
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4 days 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.
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4 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casoola Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When was the first time you informed the casino of your gambling issues? When did you register with the casino?
- Was your account in the casino verified?
- Would you be able to share the relevant communication you refer to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
