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I requested closure of my account April 21 2024 and despite saying my account was closed I was still able to deposit $500 I am requesting refund in good faith as I should not of been able to deposit due to gambling addiction and requested to close account . My account is still open and I am still able to deposit even though my account is "closed"

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoly Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling addiction? Please share the information with timestamps if available, to my email at tomas@casino.guru
• What were the circumstances that led to your account reopeneing?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casinoly Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi I have emailed you more details ; I also requested closure in sep 2025 and they confirmed again via email that it is closed but they still sent me bonus offerings and my account remains open . I am still able to deposit . I would like half of my deposits after the initial 2024 closure refunded as the account should of been permanently closed

Thanks for the explanation.

Could you please confirm the status of your account?

Could you please forward the requests you sent to the casino in September 2025 and the responses you received from the casino?

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Kl1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru