Casinoly - 플레이어가 계정 폐쇄 후 도움을 요청합니다.

Hello dear team. I have encountered a big problem in online casino casinoly I don't know where to turn for help, all hope is on you. The situation is this, I played in this casino for more than a year, lost a large sum of money during all this time. Half a year ago I asked to block access to my account, due to the developed gambling addiction. They blocked it. But later, due to the uncontrollable desire to play, I unblocked it again. And I started losing even more money. Lately, being completely dependent, I did not withdraw even large winnings, but continued to play. Which led to the fact that over the last month and a half I I lost the sum of 8000€ which I needed for an operation to remove a herniated disc. I contacted the support service with a request to block access to the account again, I explained that I was in a very strong gambling addiction. And asked to return the money only for what I lost in the last month and a half, this amount is 8000€ They blocked my account, but no more dialogues with me did not conduct. My requests, complaints do not respond at all. Letters are not answered. I also contacted the service that was indicated on the site casinoly for complaints A**********,They asked me to provide screenshots of the blocking and correspondence. I provided everything, but they replied that I should contact the relevant gambling authority. And no more help from them. I only ask for help to return me the sum of 8000€, this is only a part of the sum that I lost, but for me it is vitally important. If you can help me with this issue, I beg you to help. Or if it is beyond your power, please advise where I can go. I really count on your support and help. With respect, Oleksandr S***** I also give you the correspondence and screenshots my correspondence

Dear filenkoalex,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

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

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Thank you very much for your time, I really count on your support. I sent you screenshots and my requests to casinoly to the specified email.

Большое вам спасибо за то что уделили мне время,я очень рассчитываю на вашу поддержку. Я отправил вам на указанную электронную почту скриншоты и мои просьбы в casinoly.

Dear filenkoalex, did you request to reopen your previously closed account due to gambling addiction?

If so, could you please share any communication with the casino regarding this request?

Additionally, do you have any proof that your casino account was closed by the casino back then?

Hello. Here is one of the screenshots about the correspondence. I sent you more screenshots earlier to the email address you gave me.

Dear filenkoalex, could you explain how you were able to reopen your casino account after it was closed due to your initial self-exclusion request? Please share any relevant communications regarding the reopening of your account.

Hello. Unfortunately, we correspond with you once a week and no more. I would like to clarify with you whether you can provide real help in my huge problem or is it beyond your power? I answer your question, the account was reopened by me upon request to the support service of this ill-fated casino. And they unblocked my account again. And I, due to my addiction to gambling I have a big problem.

Dear filenkoalex, please forward the account closure requests you submitted half a year ago to dominika.l@casino.guru.

Did you make all the requests vie the email address associated with your casino account?

Can you currently access your casino account?