Casinoly - Player's account blocked after withdrawal request.

I'm using it from february and everything was going good but when I won 3 thousands and raised withdrawal request. They have cancelled my withdrawal request and said that you requested us to cancel. However when I tried to reach them in live chat support they blocked my account and now I'm unable to login

Dear mishraabhay4510,

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.

• Could you please advise if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Could you please advise if you’ve completed the account verification successfully? Not asked till date

Which games you’ve been playing (live casino games, slots, or sports betting)? Maximum sport but live casino as well

Were your winnings accumulated with or without an active bonus, please? Without bonuses

H mishraabhay4510,

• Can you kindly clarify whether your winnings were generated through sports betting or slot games?

As we don't presently have a department specialized in resolving sports betting disputes and lack the necessary expertise in handling such cases, I regret to inform you that if the issue with your blocked account pertains to sports betting, we may not be able to provide assistance.

Thank you for your understanding.

I won from live casino and sport bets but maximum winning amount has generated from sports betting.

Live casino already generated winning amount

I played mixed games so can't comment on this

Even my account is blocked so how would I check now?

Thank you very much, mishraabhay4510, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, mishraabhay4510,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Casinoly team,

Could you please provide us with a more detailed explanation of the player's situation? Why has his account been blocked/closed? Have the winnings been confiscated?

What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav, 

Thank you for contacting us. 

We sent you an email with the details and the evidences. Looking forward to hearing from you. 

Best Regards, 

Casinoly Casino 

Any update?

Dear mishraabhay4510,

Yes, there is an update, but I am afraid it will not make you happy.

After reviewing the data from the casino, it turned out that you somehow forgot to mention that you have another account at Casinoly. Or, considering the provided details, it would be very difficult or rather impossible to prove otherwise. Although it looks like there were no or minimum matches in the data of the linked accounts, the casino has options to detect linked accounts in other ways, unfortunately for you.

We are closing this complaint as unjustified due to the following reasons:

• Breaching the Terms and Conditions - multiple accounts
• Providing misleading information/concealment of important facts in the process of investigation
• The allegations likely relate to sports betting and violation of rules governing sports betting (an explanation regarding sports betting and complaints on casino.guru was mentioned above)

The casino acted correctly and in accordance with its terms and conditions. The winnings were confiscated, but your last deposit will be refunded. The other account registered earlier remains open.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Casinoly Team, for providing information and your cooperation!

Best regards,

Branislav, Casino.Guru