HomeComplaintsCasinoly - Player's account has been blocked.

Casinoly - Player's account has been blocked.

Amount: €500

Casinoly
Safety Index:Very high
Submitted: 21 Mar 2022 | Resolved : 22 Mar 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has been blocked while having a pending withdrawal. The player later received their funds, therefore we closed this complaint as resolved.

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2 years ago
Translation

Hi there,


I got banned from Casinoly this morning

The reason for this was probably an email I wrote the day before.


In this email I was complaining why there are no betting limits at this casino if you had no control over how to regulate it and asked if a refund would be possible for the winnings you bet. The day after (today) I got an email that my account was blocked and that it doesn't work.


The refund isn't the real issue


I had an outstanding payout and would like to receive it. I don't even know why my account got banned (probably because they think I'm addicted to gambling which I'm not and I didn't bother to ban me)


I just want to get the 500 euros I'm still entitled to. It's also killing me not having clarity on this... please help me

Automatic translation:
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2 years ago

Dear EP22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or even for no reason at all. We don't consider it unfair as long as there are no funds withheld in the process.

Do I understand correctly that you had a pending withdrawal when the casino blocked your account?

Have you tried contacting the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

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2 years ago
Translation

Done, casino transferred the money to me this morning


Thanks anyway

Automatic translation:
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2 years ago

Awesome news, EP22. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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