Casinoly Casino - La cuenta del jugador fue cerrada y posteriormente reactivada sin su consentimiento.

I first attempted to close my Casinoly account on March 18, 2025, and subsequently submitted several further closure requests. Despite these requests, my account remained active for almost three months and was only closed on June 5, 2025.

Between my initial request to close the account due to loss and addiction and the actual account closure, I demonstrably made further deposits totaling at least €747.

After receiving written confirmation of my account closure, the account was later reactivated without my request or consent. I never requested a reopening.

After reactivation, I received a bonus of €50 and subsequently made further deposits totaling €1,135 within a short period of time.

The total demonstrable damage amounts to at least €1,882. Including additional pending transactions visible in the transaction history, the total amount could reach up to €2,536.

My complaint is based on two main points:

1. My account was only closed after almost three months, despite multiple closure requests.

2. My account, which had already been closed, was later reactivated without my consent.

I request an investigation into the matter, the submission of all evidence of the reactivation I allegedly requested, and a refund of the losses incurred as a result.

Ich habe mein Casinoly-Konto erstmals am 18.03.2025 schließen lassen wollen und anschließend mehrere weitere Schließungsanfragen gestellt. Trotz dieser Anfragen blieb mein Konto fast drei Monate lang aktiv und wurde erst am 05.06.2025 geschlossen.

Zwischen meiner ersten Schließungsanfrage wegen verlust und sucht und der tatsächlichen Kontoschließung tätigte ich nachweislich weitere Einzahlungen in Höhe von mindestens 747 €.

Nachdem mir die Schließung meines Kontos schriftlich bestätigt worden war, wurde das Konto später ohne meine Anfrage oder Zustimmung wieder aktiviert. Ich habe zu keinem Zeitpunkt eine Wiedereröffnung beantragt.

Nach der Reaktivierung erhielt ich einen Bonus von 50 € und tätigte anschließend innerhalb kurzer Zeit weitere Einzahlungen in Höhe von 1.135 €.

Der insgesamt nachweisbare Schaden beläuft sich auf mindestens 1.882 €. Einschließlich zusätzlicher in der Transaktionshistorie sichtbarer Pending-Transaktionen könnte der Gesamtbetrag bis zu 2.536 € betragen.

Meine Beschwerde basiert auf zwei wesentlichen Punkten:

1. Mein Konto wurde trotz mehrfacher Schließungsanfragen erst nach fast drei Monaten geschlossen.

2. Mein bereits geschlossenes Konto wurde später ohne meine Zustimmung wieder aktiviert.

Ich bitte um Untersuchung des Sachverhalts, um Vorlage aller Nachweise einer angeblich von mir beantragten Reaktivierung sowie um die Rückerstattung der dadurch entstandenen Verluste.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Casinoly Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when have you last accessed your account? When was the last time you made a deposit in Casinoly Casino?
• Could you please specify the reason for closing your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

I lost so much within just a few hours because I'm sick.

ich habe innerhalb stunden einfach viel so viel verloren, weil ich krank bin

My account was suddenly deactivated and closed again on May 30, 2026. The casino informed me that the complaint had been forwarded. I have had no access to my account since yesterday.

Because I filed a complaint and said that I wanted to escalate the whole thing as soon as I didn't get a response.

Mein Konto wurde seit vorgestern 30.05.2026 plötzlich wieder deaktiviert und geschlossen. Das Casino teilte mir mit, dass die Beschwerde weitergeleitet wurde. Seit gestern habe ich keinen Zugriff mehr auf mein Konto.

Weil ich eine Beschwerde eingereicht habe und gesagt dass ich die ganze eskalieren möchte sobald keine ANtworrt habe

I have sent the new communication with Casinoly via email, compiled as a PDF file.

Here are some photos:

Hier neue Kommunikation mit der Casinoly hab ich per Mail geschickt als pdf Datei zusammengestellt.

hier Fotos:

Hello Attila,

Why aren't you answering me anymore?

Hallo Attila,

Wieso antwortest du mir nicht mehr?

Dear Sajjo, thank you very much for your reply. Have you accepted the casino's offer of refunding your deposits? Alternatively, would you prefer to continue with the complaint process? If so, please forward your original Self-exclusion request directly to my email. You can reach me at attila.g@casino.guru.

Thank you for your cooperation.

Hello Attila,

I would like to give you a brief update regarding my complaint.

Casinoly offered me a refund of €500. However, after reviewing the offer, I do not consider this amount appropriate given the circumstances and the evidence I submitted.

Therefore, I submitted a counter-proposal to Casinoly.

My position is that I should be reimbursed at least the following:

- 100% of the losses incurred after the reopening of my account without my knowledge and consent, as I never requested or agreed to the reactivation of my account.

- At least 50% of the losses incurred between my initial request to close the account and the actual closure of the account, as my account remained active despite my closure requests, my notification of gambling problems, and my subsequent request for permanent self-exclusion.

I have sent Casinoly a detailed statement with the relevant evidence and requested a re-examination of their offer.

As soon as I receive another reply, I will of course inform you.

Best regards

[Redacted]

Hallo Attila,

ich möchte Ihnen ein kurzes Update zu meiner Beschwerde geben.

Casinoly hat mir eine Rückerstattung in Höhe von 500 € angeboten. Nach Prüfung des Angebots halte ich diesen Betrag jedoch angesichts der Umstände und der eingereichten Nachweise nicht für angemessen.

Daher habe ich Casinoly einen Gegenvorschlag unterbreitet.

Meine Position ist, dass mir mindestens Folgendes erstattet werden sollte:

- 100 % der Verluste, die nach der Wiedereröffnung meines Kontos ohne mein Wissen und ohne meine Zustimmung entstanden sind, da ich zu keinem Zeitpunkt die Reaktivierung meines Kontos beantragt oder ihr zugestimmt habe.

- Mindestens 50 % der Verluste, die zwischen meinem ersten Antrag auf Kontoschließung und der tatsächlichen Schließung des Kontos entstanden sind, da mein Konto trotz meiner Schließungsanträge, meiner Mitteilung über Glücksspielprobleme und meines späteren Antrags auf dauerhafte Selbstsperre weiterhin aktiv blieb.

Ich habe Casinoly hierzu eine ausführliche Stellungnahme mit den entsprechenden Nachweisen übermittelt und um eine erneute Prüfung ihres Angebots gebeten.

Sobald ich eine weitere Antwort erhalte, werde ich Sie selbstverständlich informieren.

Mit freundlichen Grüßen

[Redacted]

Hello Attila,

Thank you for your feedback.

I would like to continue the appeal process.

I have already sent you the relevant evidence regarding my gambling problems, my application for permanent self-exclusion, the account closure and the subsequent reopening of the account by email.

Casinoly has offered me a refund of €500. I responded with a counter-proposal requesting a larger refund. I haven't received a response yet.

Thank you for your support.

Best regards

[Redacted]

Hallo Attila,

vielen Dank für Ihre Rückmeldung.

Ich möchte das Beschwerdeverfahren gerne fortsetzen.

Die relevanten Nachweise bezüglich meiner Glücksspielprobleme, meines Antrags auf dauerhafte Selbstsperre, der Kontoschließung sowie der späteren Wiedereröffnung des Kontos habe ich Ihnen bereits per E-Mail zugesandt.

Casinoly hat mir inzwischen eine Rückerstattung von 500 € angeboten. Ich habe darauf mit einem Gegenvorschlag geantwortet und um eine höhere Rückerstattung gebeten. Bisher habe ich hierzu noch keine Rückmeldung erhalten.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[Redacted]

I have been waiting for exactly 10 days for my complaint to be processed!!!!

I have provided all the information and evidence!

Please give us a quick response.

Ich warte seit genau 10 Tage auf die Aufnahme von meiner Beschwerde!!!!

habe alle Infos und nachweise zukommen gelassen!

bitte un schnelle Rückmeldung

Could you please give me an answer now?

Könntest du mir bitte jetzt ne Antwort geben?

Hello Attila,

Is there an update on my case?

Hallo Attila,

gibt es ein Update zu meinem Fall?

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, Martin (martin.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.

Kind regards,

Attila

Hello Sajjo,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Casinoly Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? From information currently available to us, it seems the player had been trying to exclude from gambling since March of 2025. Additionally, the player claimed his account was closed and later reopened. Could you please comment on the situation?

Lastly, would you be able to provide us with his complete deposit and withdrawal history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

thank you for reaching out to us.

We have now sent you explanation alongside customer's transaction history via email.

If you have any further questions please do not hesitate to contact us.

Best Regards,

Team Casinoly

Dear casino representative,

thank you for your message and providing us with the requested evidence. I have issued our response and clarified our position.

Hi Martin,

Thank you for your support.

Could you please tell me what position you took with the casino and whether the casino provided any evidence for the reactivation of my account?

It is particularly important for me to clarify how my previously closed account could be reactivated even though I did not request a reopening.

Thank you in advance.

Best regards

Hallo Martin,

vielen Dank für Ihre Unterstützung.

Könnten Sie mir bitte mitteilen, welchen Standpunkt Sie gegenüber dem Casino erläutert haben und ob das Casino Nachweise für die Reaktivierung meines Kontos vorgelegt hat?

Für mich ist besonders wichtig zu klären, wie mein zuvor geschlossenes Konto wieder aktiviert werden konnte, obwohl ich keine Wiedereröffnung beantragt habe.

Vielen Dank im Voraus.

Mit freundlichen Grüßen

Dear Sajjo,

to give you some further clarifications, it seems there was a technical issue on the casino's side.

We are currently in talks regarding the refund. At this point in time, it seems you should be entitled to a refund of all of your deposits made after 6th of April 2025. This amounts to €1,584 according to the deposit history provided. We are now waiting for the response from the casino.

Hi Martin,

Thank you very much for the clarification and the information.

I greatly appreciate your support and am pleased that the matter is being investigated. I will now await the casino's response.

Best regards

Hallo Martin,

vielen Dank für die Klarstellung und die Informationen.

Ich weiß Ihre Unterstützung sehr zu schätzen und freue mich, dass die Angelegenheit geprüft wird. Ich werde nun die Antwort des Casinos abwarten.

Mit freundlichen Grüßen

Dear Sajjo,

As a gesture of goodwill, we are happy to return your deposited amount of 1584 EUR.

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team Casinoly

Dear casino representative,

thank you very much for your willingness to resolve the issue amicably.

Dear Sajjo,

thank you for your patience. Please provide the requested information in the thread or to the casino representative. If you decide to provide it in the thread, I will set the message as sensitive.

The money was received.

Thank you, Martin and Casino Guru, for your support!!! 😊

Das Geld wurde erhalten.

ich danke dir Martin und Casino Guru fuer die Unterstützung!!! 😊

Dear Sajjo,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Casinoly Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru