The player from Germany, who was struggling to withdraw remaining winnings of €5,580 from Casinoly, had received two previous payouts but then faced a vague error message restricting the withdrawal action. Despite numerous attempts to resolve the issue through chat and email, the player had not received a satisfactory response from the casino's finance department. The player had confirmed that he activated a deposit bonus and met the wagering requirement. Recently, he had been able to initiate another withdrawal but the payment had not yet been credited to his account. We extended the complaint's timer by 7 days, but the player did not respond further. Therefore, we rejected the complaint.
Casinoly - Player encounters withdrawal error message.
Amount: €5,580
Casinoly
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Hello,
Apparently, it's a common strategy for Casinoly to stall customers who have won and who want to cash out their winnings, until they itch to gamble the winning amount and inevitably lose it. I won a total of €7,600 playing Roulette in the first week of January 2024. Upon my requests, I received two transfers of €1,000 each, totaling €2,000, on January 8, 2024. Since then, every time I've made another withdrawal attempt, I've encountered the same vague error message "withdraw action is restricted by group," which has been accompanied by a pop-up window saying "an error has occurred" and a 15-second countdown clock for the past two days.
Despite more than 12 attempts to resolve the issue via chat, I've achieved no noticeable progress as I'm always promised a response from the finance department, which has never arrived. My repeated efforts to obtain at least a personalized response via email, instead of standardized replies, have also failed; I received no unique or potentially helpful response.
In the meantime, with the original intention of wagering my bonus, I've bet a total of €20 (2x €10), reducing my claim amount to €5,580. I implore you to ensure this amount is remitted to me as quickly as possible!
Automatic translation:
Public
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11 months ago
Dear Nilsinio73,
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.
- Do I understand correctly you activated a deposit bonus and achieved winnings of 7600€?
- Could you please confirm you completed the wagering requirement for the bonus?
- Could you please forward the personalized response you received from the casino to my email at tomas@casino.guru?
I am looking forward to hearing from you.
Best regards,
Tomas
Public
Public
11 months ago
Translation
for your questions:
- Yes
- Yes
- I haven't received a personal message from Casinoly for a long time
Miraculously, yesterday I was finally able to initiate a payout again, even though it hasn't been completed yet and the €1000 hasn't been credited to my account yet. I'll be happy to keep you updated!
Automatic translation:
Public
Public
10 months ago
Thanks for your message.
What was the result of your recent withdrawal requests? Were the requests processed by the casino but not received yet in your bank account?
I'll await any news.
