Casinoly Casino - La cuenta del jugador ha sido cerrada.

Good evening, my gaming account was closed for gambling addiction since 2023, the casino reopened my gaming account allowing me to deposit.

I have the email where I requested the closure of my game account.

I am requesting a refund of my deposits.

Buonasera, il mio conto gioco era chiuso per ludopatia dal 2023, il casino ha riaperto il mio conto gioco consentendomi di depositare.

Ho l email dove richiedevo la chiusura del mio conto gioco.

Chiedo il rimborso dei miei depositi.

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@casinoly.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please advise if you currently have access to your casino account? Have you contacted the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hi Kristina, thanks for the support.

I still have access to the casino, I have contacted the casino via both email and live chat.

I forward all communications with the casino.

Thank you

Ciao Kristina, grazie del supporto.

Ho ancora accesso al casino, ho contattato il casino sia tramite email che live chat.

Inoltro tutte le comunicazioni con il casino.

Grazie

Thank you very much, Enjoy1984, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Enjoy1984,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinoly,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Enjoy1984,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Casinoly team.

Dear Casinoly,

We are waiting for your updates.

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 Enjoy1984,

We would kindly ask you to check your emails with a refund offer, that we send to you.

We are waiting for your answer to further proceed with the settlement.

Thank you for your cooperation and understandning.

Best regards, 

Casinoly team.

I replied to the email, I disagree.

I am sending a communication to Michal for information.

Thank you greetings

Ho risposto all'email, non sono d'accordo.

Invio comunicazione a Michal per conoscenza.

Grazie saluti

I received the refund.

Thanks for your support.

Ho ricevuto il rimborso.

Grazie del supporto.

Hello Enjoy1984,

Thank you for your information. The payment has been successful complete.

Thank you for your cooperation.

Best regards, 

Casinoly team.

Dear Enjoy1984,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Michal V 

Casino.Guru