Casinoly - Player’s account has been closed after requesting a refund.

Hi,

since this casino has been illegaly operating in Germany, Ive decided to write an Email to the casino. In Germany According to § 4 Abs. 4 GlüStV is forrbidden to provide Live Casino Games etc... so ive decided to Ask for a refund of my Deposits in order to not get Lawyer into all of that. Since I wrote an Email 2 days after, my account has been disabled by an "administrator" I contacted the live support and they wrote email replies can take up to 5 buiesness days and closed the chat in 2 seconds after writing that, without me being able to write anything. Till today I didnt get any response to why my Account has been disabeld or reply to my Email.

Hello Cisko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Was your account fully verified? How much is your current balance on your casino account?

Please note that unless Germany is not restricted by casino terms, they are not obligate to refund any deposits.

Looking forward to your answer.

Regards,

Nick

Hello.

I registered on 3.1.2022 without knowing that it was illegal. I am fully verified and do not have any current Balance on the casino. So basically my right as a player from Germany is to get everything that I deposited refunded ( Depoist- Withdraws) since Live Casinos were till 30.6.2021 completly illegal. From that Datum were only Casinos with German license allowed, with some Limits like for example Monthly deposit limit of 1000€ which Casinoly and most of the Casinos obiovusly do not have so as a German Player I do have a right to get my Deposits refunded. With that law Terms of the Casino basically do not matter for Germany players since Casino is the one who needs to know that they are not allowed to offer their Services to the Players from Germany. Like proven in many court cases, player is not proven gulilty if he was playing becuase he couldnt have known of that law. Now I tried to contact the casino to sort this out without Court cases but I cannot get in any contact with them anymore like I said in case above. I am not suprised that they dont want to refund the deposits so easily that is normal, but direkt after the Email to ban my account and not give any answer and close live chats so I cant talk to them, thats really bad.

cheers

Hello Cisko,

Unfortunately, unless the casino had Germany in their restricted country list, you were free to play there and they are not obligate to refund anything. The casino does not have a German license therefor they do not fall under its jurisdiction.

You can try to take it to the court but we are unable to do anything as the casino did nothing wrong and they acted correctly by their terms and conditions.

Is there anything else we can assist you with? If not, the complaint will be closed.

Dear Cisko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.