Casinoly Casino - La cuenta del jugador ha sido reabierta sin su consentimiento.

Hello Casino-Guru Team,

Unfortunately, this is another casino that has not complied with my self-exclusion due to my gambling addiction.

Last year, in October 2025, I successfully closed my account due to my gambling addiction and for self-protection. This was confirmed by the casino a few days later and was completed.

Unfortunately, in May 2026, I received an email from the casino stating that MY account was unblocked, and consequently, I was able to lose further money there during June and July, even though the account should have been closed due to my gambling addiction. The account was reopened without my consent. Since I cannot control my gambling, I naturally took advantage of the situation until I was able to have my bank account blocked.

In July 2026, I contacted the casino directly regarding this matter, requesting that my account, which had been permanently closed due to gambling addiction, be reactivated. Shortly thereafter, it was closed again. The casino is refusing to refund my deposits and is thus denying any responsibility.

In my opinion, a casino that values ​​player protection measures shouldn't be allowed to get away with something like this. Otherwise, they could simply reopen accounts of addicted players at any time and collect their money – that completely contradicts any notion of player protection and must not happen.

Hallo Casino-Guru Team,

Leider ein weiteres Casino, dass sich nicht an den Selbstauschluss aufgrund von meiner Spielsucht gehalten hat.

Ich hatte letzten Jahren im Oktober 2025 mein Konto erfolgreich aufgrund meiner Spielsucht und aus Selbstschutz geschlossen. Dies wurde einige Tage später von Casino Bestätigung und ist auch erfolgt.

Leider erhielt ich eine Mail im Mai 2026 vom Casino, dass MEIN Konto wieder frei wäre und somit konnte ich die Monate Juni bis Juli weiteres Geld dort verlieren obwohl dieses Konto hätte aufgrund der Spielsucht geschlossen sein müssen. Eine Wiedereröffnung ist ohne mein Einverständnis passiert. Da ich mein Spielverhalten nicht im Griff habe, habe ich selbstverständlich die Möglichkeit benutzt, bis ich mein Bankkonto sperren konnte.

Im Juli 2026 habe ich das Casino diesbezüglich das Casino selbst angeschrieben, weshalb mein Konto, welches mit dem vermerk Spielsucht dauerhaft geschlossen wurde wieder frei ist. Kurze Zeit später wurde es nunmehr wieder geschlossen. Auf die Rückerstattung der Einzahlungen geht das Casino nicht ein und weist somit jede Schuld von sich.

Aus meiner Sicht darf ein Casino, welches Wert auf Spielerschutzmaßnahmen legt mit Sowas nicht durchkommen. Ansonsten könnten sie ja zu jeder Zeit Konten von Suchtgeschädigten Spielern wiedereröffnen und das Geld einkassieren - das spricht absolut gegen jeglichen Spielerschutz und darf nicht passieren.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino in May 2026 informing you that your account had been reopened?
• Did you contact customer support beforehand to request that your account be reopened, or was it reopened automatically?
• Also, kindly forward me the communication between you and the casino's customer support regarding the repeated closure of your account and your request for a refund of your lost deposits. My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, thank you for your feedback.

Unfortunately, the email ended up in the spam folder and will be automatically deleted after a certain period of time.

I never contacted customer service or the casino itself to request a reopening.

This happened at the casino's behest and without my consent.

Regards, Alexander

Hallo Veronika danke für deine Rückmeldung.

Leider ist die Email im Spamordner gelandet und wird nach einer gewissen Zeit automatisch gelöscht

Ich habe zu keiner Zeit den Kundendienst oder sonst das Casino kontaktiert und um wiedereröffnung gebeten.

Dies ist vom Casino aus und ohne meine Zustimmung passiert.

Mfg Alexander

I have sent you the correspondence with the Casinoly team to your email address.

I'm sorry, but I was only able to forward each email individually using my mobile phone.

Thank you for your work.

Die Korrespondenz mit dem Casinoly Team habe ich dir an deine Mail geschickt.

Tut mir leid, habe es aber über das Handy nur geschafft jede Mail einzeln weiterzuleiten.

Vielen Dank für deine Arbeit.

Dear Alexkz

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, Igor (igor.p@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,

Veronika

Dear Alexkz,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casinoly Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casinoly Casino representative to join this conversation and participate in resolving this complaint.

Dear Casinoly Casino,

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 for providing the information.

Hi Igor, thank you so much for your help.

Hallo Igor, vielen Dank für deine Hilfe.

Dear Alexkz,

We would like to kindly inform you that our team is looking into your report and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Casinoly Casino Team

Dear Casinoly Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Alexkz,

We kindly request to check the refund amount offered via email.

Thank you for your cooperation.

Kind Regards,

Casinoly Casino Team

Dear Alexkz,

The casino reached out to you via email with a refund offer.

Please let us know the exact amount and whether you agree with it. Thank you.

Hello Igor,

Hello Casinoly team,

Thank you for your message and the offer. The total amount is €400.00.

I have already submitted my bank details to Casinoly.

Greetings [redacted by Casino Guru]

Hallo Igor,

Hallo Casinoly-Team,

Vielen Dank für Ihre Nachricht und das Angebot. Die Summe beläuft sich auf 400,00 Euro

Meine Bankverbindung habe ich bereits an das Casinoly übermittelt.

Grüße [redacted by Casino Guru]

Dear Casinoly Casino,

Thank you for offering the €400 refund. The player has confirmed that the requested bank details were submitted.

Please confirm when the refund has been processed and provide the expected payment timeframe. Thank you.

Dear all,

We are pleased to confirm that the payment has been successfully completed.

Thank you for your cooperation.

Kind Regards,

Casinoly Casino Team

Dear Alexkz,

According to the casino, the refund was fully processed on their side. Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alexkz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor