Casoola Casino - Player's account remains open despite closure request.

I would like to submit a complaint regarding a serious failure of responsible gambling procedures by Casoola Casino.

On March 2, 2026, I contacted the casino’s customer support to request the closure of my account due to gambling addiction concerns. I clearly explained that I was struggling with gambling and wanted my account closed to prevent further harm.

The casino confirmed by email that my account had been closed.

However, on March 14, 2026, I discovered that my account had not actually been closed, and I was still able to log in using the same account and personal information. During that time, I deposited and lost approximately $1300 CAD.

Since I had explicitly requested the closure of my account due to gambling problems and received confirmation that it had been closed, I believe the casino failed to apply their responsible gambling and account closure procedures.

Allowing continued access to my account after confirming its closure exposed me to further gambling harm and financial loss.

Because of this failure, I respectfully request:

-A full investigation of this situation

-A refund of the deposits/losses made after the account was confirmed closed

I have attached the following evidence:

-The email where I requested account closure on March 2 (You can start reading from the bottom (the first communication) and scroll up by date and time (highlighted in yellow). Where translation was necessary, I have inserted a translation in red text. I hope everything is correct.)

-The email confirmation from Casoola stating that my account was closed

Thank you for reviewing my complaint and helping resolve this matter.

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Stay safe.

Dear Alfanny16,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience and the situation you’ve described regarding the account closure and subsequent losses.

Thank you as well for providing the supporting PDF — it is very helpful and we appreciate the effort you put into documenting the communication.

To ensure we fully understand all aspects of your case, I would like to ask you a few additional questions:

• Could you please confirm whether you were able to log in using the exact same account credentials after March 2, or did you create any new account (even unintentionally)?
• Did the casino ever inform you that the closure might take additional time or require further confirmation steps?
• Between March 2 and March 14, did you receive any further communication from the casino regarding your account status?

If there is any additional communication with the casino that has not yet been shared, please feel free to upload it here or forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

1.Could you please confirm whether you were able to log in using the exact same account credentials after March 2, or did you create any new account (even unintentionally)?

• Iwas able to log in using thes same account. I didn't create a new account.

2.Did the casino ever inform you that the closure might take additional time or require further confirmation steps?

• No, they directly confirm the closure.

3.Between March 2 and March 14, did you receive any further communication from the casino regarding your account status?

• No, but i received a lot off promotions even if my account was supposed to have been close succesfully.

Hi Alfanny16,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello Alfanny16, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Casoola Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you for your response and for your willingness to assist with my case.

I would like to confirm that I am fully available to provide any information, screenshots, or evidence required to help move this matter forward.

However, I would also like to inform you that I have made multiple attempts to contact Casoola Casino directly regarding this issue and have not received any response. In addition, I submitted a complaint through AskGamblers, which also did not receive any reply from their side.

Given these previous experiences, I must admit that I have limited expectations regarding their participation or cooperation. I wanted to share this context for your awareness.

Thank you again for your support, and please let me know what information you need from me next.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Here is what Casoola Casino respond me privately:

Rosa (Casoola)

25 mars 2026, 16 h 29 UTC+2

Dear Stephanie,

 

Thank you for contacting us. 

 

We sincerely apologize for the inconvenience regarding your account.

 

Please be assured that your account is now permanently closed.

 

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

 

4.1 By opening an account on our Website and by using our Website you warrant that:

<...> you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

 

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

 

Unfortunately, based on this, we're forced to decline your refund request.

 

Dear Alfanny16,

I’m afraid there is not much that can be achieved without cooperation from the casino side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej