The player from Germany had requested account closure due to gambling addiction, but the casino did not comply, allowing him to make deposits of €1940 and incur an additional €40 in fees. After confronting the casino, his account was closed, but he had not received a refund for his deposits, and the casino stated that bets placed would not be refunded. We reviewed the timeline and concluded that the casino had closed his account within a reasonable time after the gambling issue was first raised, so protection was not expected in the interim. For that reason, we were unable to require a refund of the lost funds and rejected the complaint.
Casoola Casino - Player’s account has not been closed as requested.
Closed
Our verdict
Other
Amount: €1,940
Casoola Casino
Safety Index 5.5 Below averageCase summary
Discussion
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3 weeks 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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3 weeks 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.
Stay safe.
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3 weeks 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
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2 weeks ago
Thanks for your patience.
I went over the information you provided in your emails
Based on the timeline of events you disclosed, your gambling issues began for the first time on September 1st, and your account was closed on September 3rd.
From our perspective, the casino closed your account within a reasonable time, which means the protection wasn't to be expected in the interim.
Please let me know if there is any information I might have overlooked or haven't considered.
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1 week ago
Dear Sly1965,
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.
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1 week ago
TranslationHello,
I wasn't aware that there was a deadline for the casino to close accounts. I thought they would close it immediately. However, the casino claims to have only received an email about closing the account later, which isn't true. The credit card situation is also suspicious, as it was only used at this casino, and my data was very likely forwarded to other providers. Furthermore, I paid with my Comdirect credit card, which was later blocked for security reasons. Regards, Rainer
Automatic translation:
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5 days ago
Thanks for the explanation.
The fact that your initial message might not have been received or was overlooked doesn't change our position on the matter, as we accept the situation when a self-exclusion isn't processed immediately.
We are unfortunately unable to confront the casino about a refund of the funds you deposited and lost shortly after requesting a self-exclusion due to gambling issues, or after one of your messages addressed to the casino wasn't acknowledged.
Feel free to take advantage of our tools and strategies related to responsible gambling in our responsible gambling hub: https://de.casino.guru/ratgeber-verantwortungsvolles-spielen
For the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
