Casoola Casino - Учетная запись игрока не была закрыта, как было запрошено.

Good day, on September 1st, 2026, I requested that this casino immediately close my account due to gambling addiction. The casino did not comply with this request. The following day, I was able to make deposits totaling €1940. An additional €40 in fees is expected. I then confronted the casino, pointing out that they had not complied with my request to close my account and demanding a refund of my deposits from September 2nd, 2026. I also stated that if no refund was issued, I would contact Guru. Only after this email was my account closed. However, there was no response regarding a refund. Instead, today, September 3rd, I received an email stating that bets placed would not be refunded. I wouldn't have been able to place these bets in the first place if the casino had closed my account on September 1st, 2026. What is also very strange is that my credit card, which is new and has only been used by this casino for the first time, received a so-called account check today. I contacted the bank immediately and had my cards blocked. I would be happy to send you the email correspondence. I can also send you the credit card payments from February 2nd, 2009, and the payments from Revolut Bank via email.

Please provide support

greeting

Rainer ****

Guten Tag, ich hatte dieses Casino am 01.09.2026 aufgefordert mein Konto sofort wegen Spielsucht zu sperren. Diese Aufforderung ist das Casino nicht nachgekommen. Am Tag darauf konnte ich wieder Einzahlungen in Höhe von insgesamt 1940€ tätigen. Zusätzlich kommen noch voraussichtlich 40€ gebühren. Ich hatte darauf das Casino damit konfrontiert das sie der Aufforderung mein Konto zu sperren nicht nachgekommen sind, und ich meie Einzahlungen vom 02.09.2026 zurück fordere. Auch schrieb ich, dass ich wenn keine Rückzahlung erfolgt Guru einschalten werde. Erst nach dieser Email wurde mein Konto gesperrt. Aber keine Reaktion zwecks Rückzahlung, sondern heute am 3.9 eine Email dass eingesetzte Wetten nicht zurück gezahlt werden. Diese hätte ich aber erst gar nicht tätigen können wenn das Casino mein Konto am 01.09.2026 vorher gesperrt hätte. Auch was auch sehr komisch ist, daß meine Kreditkarte, die neu ist und zum ersten Mal und nur bei diesem Casino ich heute eine sogenannten Kontocheck bekam. Ich habe die Bank sofort kontaktiert und meine Karten sperren lassen . Ich würde Ihnen gerne den Email Verlauf zukommen lassen. Auch kann ich per Email die Zahlungen über der Kreditkarte vom 02.209 und von der Revolut Bank senden.

Bitte um Unterstützung-

Gruß

Rainer ****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• When was the first time you informed the casino of your gambling issues? When did you register with the casino?
• Was your account in the casino verified?
• Would you be able to share the relevant communication you refer to in your post? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Thanks for your patience.

I went over the information you provided in your emails

Based on the timeline of events you disclosed, your gambling issues began for the first time on September 1st, and your account was closed on September 3rd.

From our perspective, the casino closed your account within a reasonable time, which means the protection wasn't to be expected in the interim.

Please let me know if there is any information I might have overlooked or haven't considered.

Dear Sly1965,

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.