The player from Austria had deposited around 2000 Euros in Casinoly Casino and increased balance to 9800 Euros. Their first attempt to withdraw was repeatedly delayed and then their account was abruptly closed. The casino had refused to reopen the account or accept their passport for verification. After the player filed a complaint, they received a partial payment of 800 Euros but were unsure if the remaining balance would be paid. We had agreed to keep the complaint open until all payments were received. However, the player did not respond to our further messages, leading us to reject the complaint due to lack of response.
Casinoly - Player's account has been closed.
Amount: €9,800
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
1 year ago
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1 year ago
Since two weeks i am going through hell with this Casino.
I spent about 2000 Euros in the Casinoly Casino and was lucky and got big Hit! I stopped playing with a Balance of about 9800 Euro. My First withdrawal got delayed and delayed and delayed with one excuse after the other.
All of a sudden my Account got closed.
After hundreds different excuses etc. i was told, that they are Not willing opening my Account, because they state that they can do because they have this stated in their Terms. Sorry? Closing Account Just because they want to???
Anyway they told me, that they are AS a "good will" they will withdraw my Balance.
Okay? Guess what!! They dont Accept my Passport. Why? They want an ID by the government? Since when is a Passport Not an Government ID? I have send them my Driver License. And guess what!! No answer!!!
They are even not willing answering to my Askgambler complaint. And i think we all know exactly why!!
Sorry but why is this Casino even mentioned here at Casino Guru?
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1 year ago
Dear matthiasbitschnau,
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? Have you accumulated your winnings with or without an active bonus?
Could you please advise when exactly you provided the last document (driver's license)?
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,
Kristina
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1 year ago
Translation
Hello,
No, I haven't paid out a single cent yet.
I've never played with a bonus either.
I sent the driver's license the day before yesterday and haven't gotten a response since.
Automatic translation:
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1 year ago
Thank you very much for your reply, matthiasbitschnau. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello Kristina,
Surprisingly, I received my first payment of 800 euros today.
However, I'm not entirely convinced that there's more to come.
Can we leave the complaint open until further payments are received?
Automatic translation:
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1 year ago
Sure, I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.
