Casinoly - Player’s account has been blocked.

My account was closed permanently without the possibility of reopening. A decision made by the administration ( according to the customer service agent)

The reason they told me after a long conversation was fraud. Obviously, it wasnt fraud because they paid me my winnings today without any delay. If it was fraud, it will be a cold day in hell before I see a penny.

Let me tell you the real reason why I was banned.

So apparently, making small deposits and playing small bets and winning big is not something they allow or want to see a player practicing.

They banned all my accounts with their other affiliated websites, such as ( 5gringos, Amunra, 7signs, rabona,...)

It is clear as day that they don't want people to win despite the great odds we face. So if we manage to win, they find a way to ruin it for you or seven some times withhold your winnings.

So if you want a fair, comfortable gambling experience, without the fear of some backroom admins conspiring against you and finding ways to block or ban you, stay away from these websites.

And I honestly and sincerely doubt that if anyone ever wins really big, they will get paid.

It was a very disappointing end to what was a fair experience to begin with. Shame.

Dear Kal985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

No, they did not hold any funds. They have paid my winnings in full without any delay

( because it is a 100% legitimate), but they closed my account and said the reason was fraud without providing any evidence.

I emailed them 3 days ago demanding an explanation and they never replied. Support usually replies within hours but they never did, and I am pretty sure they never will.

All the information I have provided them about myself are a 100% correct. I used my own legitimate credit cards and bank accounts for deposit and withdrawal. I challenge them to provide any piece of evidence to prove otherwise.

I am positive that the reason for being banned is the deposit to win ratio. Its not something they are willing to admit openly.

It does state in their T&C's that making smaller deposits and playing smaller bets and winning big is taking advantage of the system. I don't know how that's fair, are we suppose to make big deposit and big bets and lose it all? I just want to understand why I got banned and lied to.

I understand your frustration, Kal985. However, if all the winnings were paid and there are no funds being held by the casino we can't force them to reopen your account.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.