The player from Brazil had successfully deposited 100 reais and won 240 reais but faced difficulties in withdrawing the winnings. Despite the player's claims of having met all criteria for withdrawal, including completing KYC verification and not using any bonuses, the Complaints Team was unable to proceed due to a lack of response from the player regarding essential questions about minimum funds rollover. As a result, the complaint was rejected.
Casinoly - Player is unable to withdraw winnings.
Amount: 240 R$
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I made a deposit of 100 reais and managed to win 240 reais. I am trying to withdraw but I am unable to do so.
Automatic translation:
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2 months ago
Dear Bikankafc68,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
I've never made a withdrawal before because I've never won.
I didn't use any bonuses and I met all the criteria the platform asked for when making the deposit.
Automatic translation:
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2 months ago
Dear Bikankafc68, could you please confirm that you have completed the KYC verification required for a withdrawal?
Is it possible that there are any remaining wagering requirements that still need to be met?
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2 months ago
Translation
As I've already said, I didn't use the bonus. When I won and requested the withdrawal, all my criteria were OK. The only thing missing was for you to be ashamed of yourselves and stop giving the scam away. You kept playing games for several days and when I tried to find out what was going on why you hadn't made the withdrawal, all I heard was that there was a problem but the withdrawal would be made. I heard this for a few days.
The reality is one, you are a scam gaming platform.
As for the money I won, don't worry, I had fun for a few minutes because no one can withdraw it.
I'm spreading the word on all the sites that you're a scam!
Automatic translation:
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2 months ago
Dear Bikankafc68, I'm not referring to bonuses. I have checked the terms and conditions, and this is what I found:
"6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer."
My question is: Have you completed the minimum funds rollover?
