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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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