Unfortunately, I suffer from a gambling addiction and therefore asked several times a week and a half ago for my account to be closed, but this was NOT done. I got my paycheck yesterday, and of course, it happened as expected: I deposited and lost a total of €530. I find it absolutely outrageous that when I specifically asked for my account to be closed, Casinoly deliberately refused to do so because they knew I was addicted and would deposit more. I would like my account deleted, my account blocked, and my €530 returned.

Ich leider an einer Spielsucht und habe deshalb schon vor 1,5 Wochen mehrfach um die Schlie?ung meines Kontos gebeten welches aber NICHT getan wurde. Jetzt habe ich gestern mein Gehalt bekommen und es ist natürlich so gekommen wie es auch schon klar war, ich habe insgesamt wieder 530€ eingezahlt und verspielt. Ich finde das eine Absolut Frechheit, dass wenn ich extra um die Schlie?ung meines Kontos bitte, Casinoly dies extra nicht tut weil Sie wissen man ist Süchtig und wird wieder was einzahlen. Ich m?chte gerne das mein Konto gel?scht wird und ich gesperrt werde sowie meine 530€ wieder zurück.

Dear paufderheide222,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise 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?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 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."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/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

My account is still active, my last deposit was yesterday when my salary came in and I have not received any response regarding my request for a refund of my deposits from yesterday

Mein Konto ist immer noch Aktiv, meine letzte Einzahlung fand statt gestern wo mein Gehalt kam und ich habe noch keine Rückmeldung bezüglich meiner Anfrage auf Rückerstattung meiner Einzahlungen von gestern

Thanks for your reply.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

If you are suffering from gambling problems, in our view, you need to inform the casino about them when requesting self-exclusion to be protected.

I urge you to send a new self-exclusion request according to the template above.

Please let me know if there is any other supporting evidence that you informed the casino about your gambling addiction. Send evidence to my email at [email protected]

Dear paufderheide222,

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.

Hi, I'm now completely blocked, and my Casinoly account is also blocked. However, I haven't received my €530 because they stated that they didn't receive an email.

Moin ich bin jetzt komplett gesperrt auch mein Konto bei Casinoly ist gesperrt. Ich habe aber meine 530€ nicht erhalten weil angegeben wurden ist das ja keine Email bei denen eingegangen sein soll

Thanks for your reply.

We can assist with refund requests only with sufficient evidence pointing to the fact that the casino should have protected you from further gambling after you informed them of your gambling problems.

From the evidence you supplied, unfortunately, no gambling problems are specified in your request.

If you believe the casino should have protected you, kindly provide evidence of a request for player protection sent to the casino; otherwise, we won't be able to assist you further.

Dear paufderheide222,

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
www.kpvfaw.com