Casinoly Casino - O pedido de encerramento da conta do jogador está atrasado.

The casino won't close my account via chat. I told them I have a gambling problem and want to close my account permanently. They ask me to do it via email, which I can't log in to.

There are no responsible gaming tools on the site that you could even use to set yourself a break.

As a solution, they suggested sending the email using another email address, and in addition, they should have taken a picture of the hangers and taken a picture of themselves with some kind of certificate(?).

I think this is a completely unreasonable demand from a gambling addict who wants to be immediately banned from their own account, which they are logged into.

Casino ei suostu sulkemaan pelitiliäni chatin kautta. Kerroin että olen peliongelmainen ja haluan sulkea tilini lopullisesti. Pyytävät tekemään sen sähköpostitse, johon en pääse kirjautumaan.

Sivuilla ei ole mitään vastuullisen pelaamisen työkaluja joista voisi asettaa itselleen edes tauon.

Ratkaisuksi ehdottivat sähköpostin lähettämistä toisella sähköpostilla, ja lisäksi olisi pitänyt kuvata henkkarit ja ottaa vielä itsensä kanssa kuva jonkun todistuksen(?) kanssa.

Mielestäni täysin kohtuuton vaatimus peliriippuvaiselta joka haluaa eston välittömästi omalle tililleen, jolle on kirjautuneena sisään.

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 this complaint. I'm sorry to hear about the difficulties you experienced while trying to close your account.

Please understand that casinos are not obligated to provide responsible gambling tools directly within the player account interface. While such tools are certainly recommended and considered a good practice, some casinos instead handle responsible gambling requests manually through their support departments.

It is also not uncommon for casinos to require self-exclusion requests to be submitted via email rather than live chat. In many cases, live chat agents do not have access to all account management features or the authority to permanently close accounts on behalf of players.

Additionally, requesting identity verification before applying a permanent self-exclusion is considered a standard procedure in the industry. This helps ensure that the self-exclusion is applied correctly to the verified account owner and reduces the risk of the same individual creating another account in the future under the same identity.

To better understand your situation, could you please clarify the following:

• Why are you unable to access the email address connected to your casino account?
• Did you follow the casino's suggestions and attempt to send the request from another email address?
• Did you provide the documents and photographs the casino requested in order to process the self-exclusion?

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