The player from Greece faced issues with a withdrawal, specifically a refund of 449 euros, while also receiving a bonus on a spin that involved a 3 euro bet. The complaint was investigated, but it was determined that without sufficient evidence to support the claim, the player's complaint could not be resolved favorably. As a result, the complaint was rejected due to the lack of proof regarding the incident. The player was advised to review their betting history and may have contacted the gaming provider directly for further assistance.
Casinoly - Player is facing withdrawal issues.
Amount: €449
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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3 months ago
Translation
Refund of 449 euros and on the same spin with a 3 euro bet, a bonus was also received.
Automatic translation:
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3 months ago
Dear Geostaik,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casinoly. I’m afraid that based on your current description it is not possible to determine what your complaint is about and I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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3 months ago
Translation
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with a 3 euro deposit...
Edited
Automatic translation:
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3 months ago
Translation
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with a 3 euro deposit...
Automatic translation:
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3 months ago
While I was in the game and I was playing it suddenly gave me a refund of 449 euros in one click and as it fell 3 scatters appeared and a bonus was entered. At that moment the game threw me out and whenever I tried to enter again it gave me an error (wrong game code) I sent a message and they tell me there is an issue with pragmatic play but if your winnings/bonuses are not returned in 24 hours Message us again since then it has been 2 days (48 hours) and when I message it says we are still processing your issue you will be notified via my email they had said that the pragmatic play games are temporarily down and that they will be back on thursday (yesterday) i sent a message yesterday and they said for saturday 9/14 that they will be back on...the question is when i come back on saturday if they come back will I ever start these games again from where I left off? i.e. the return of 449 euros and a bonus with 3 euros bet
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3 months ago
Hello Geostaik,
We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Translation
ok thank you I hope a solution is found because it has been many days
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3 months ago
I took only the 3 euro bet back😂 my 449 euro and 3 euro bonus just disappeared….
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2 months ago
Hello Geostaik,
Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Regards,
Nick
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2 months ago
Dear Geostaik,
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.
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2 months ago
Translation
I have an email reply to what you sent me but you haven't replied anything
Automatic translation:
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2 months ago
Hello Geostaik,
The e-mail you forwarded contains only text written by you.
I've requested a relevant communication between you and the casino along with your betting history.
Please forward it to nikolas.b@casino.guru otherwise we won't be able to proceed in resolving this mater.
Regards,
Nick
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2 months ago
Dear Geostaik,
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.
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1 month ago
Dear Geostaik,
Unfortunately, without any evidence to support your claim, there is little we can do at this point. It is always the player’s responsibility to review their betting history, as it reflects the actual events that took place. I encourage you to review the article posted above, which explains how slot machines work. Such malfunctions are typically caused on the player's side, and even if you encountered an error, the bet was still placed, as shown in your history.
You may still try contacting the gaming provider directly. However, given the lack of proof, we will unfortunately have to close this complaint.
Please let us know if there is anything else we can assist you with.
Best regards,
Nick
