Casinoly - Player's account has been disabled without explanation.

I had deposited 1820 on 15.12.2023 but I am regularly playing on casinoly and I also loss and win money but when i tried to login yesterday. My account is disabled even after discussing with the customer support they said that your account has been closed by administrator and also they are not revealing the reason neither ready to enable my account. Please activate it immediately as I also heard about casinoly that it is a non licensed casino site so I will suggest my friend to playing on this platform and reveal/expose your real scam face to the public as well.

Email ID:- a*****0@gmail.com

Dear anoopkumar10900,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoly.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• Was your casino account verified?
• Have you previously made any successful withdrawals from the casino?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

How did you learn about your account being blocked?

Yesterday, when i tried to play but user is disabled showing. Thereafter the customer support mentioned that your account is blocked forever without any legible reason. It's a clear scam

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I have played mostly live casino and sports betting.

Did you achieve your current balance with or without an active bonus?

Without any bonuses.

Was your casino account verified?

Have you previously made any successful withdrawals from the casino?

Casinoly has not requested us for any KYC till now and please note that account is blocked without making any withdrawal. This is scam by casino to save funds.

Thank you very much, anoopkumar10900, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, anoopkumar10900!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pavel, 

Thank you for contacting us. 

We would like to inform that the customer's account balance currently is zero and their account was closed based on the following terms and conditions: 

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

We hope this clarifies your question. Thank you for understanding! 

Best Regards, 

Casinoly  

I still didn't under your reason. Pls unblock it immediately.

Casinoly, unfortunately, it does not clarify my question. Why have player's funds been confiscated? Has player breached any rule? If yes, please, provide proof to my e-mail: pavel.k@casino.guru.

Dear Pavel,

Thank you for your question, we would like to inform you that we did not confiscate any funds from the customer's account. 

The customer played down his balance and there is nothing left in his account. 

Moreover, the account was closed as per our terms and conditions. 

Please let us know in case you have any further questions. Thank you for understanding! 

Best Regards, 

Casinoly 

anoopkumar10900, can you confirm that you have played all funds in your account?

No I didn't make my funds Nil. Also they have blocked my account. Please tell them to unblock then I will share my available balance screenshot

Casinoly, it seems like we will need a proof that the player has lost all their funds. Could you, please, send the transaction and game logs to my e-mail: pavel.k@casino.guru?

Dear Pavel,

We would like to emphasize that the customer has played down his funds and we recently sent you an email with all the necessary evidence. 

Please let us know in case you have further questions. Thank you for your cooperation! 

Best Regards, 

Casinoly

anoopkumar10900, unfortunately, we have received proof that you have played all your funds away. Therefore, I must reject your complaint. If you will have any problems with casinos in the future - do not hesitate to contact our Complaint Resolution Center.