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.
Casinoly - Player's account has been blocked.
Amount: €500
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
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:
Public
Public
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
