The player from Germany had won over €4000 at Casinoly but her account was blocked by the administrator and she didn't know why. She had played the game Supreme Hot and didn't have an active bonus during her gameplay. The account deactivation occurred after her second withdrawal request. The player claimed to have received an email from the casino stating she didn't need to verify her account. We reached out to the player for more information and extended the timer for her response. However, the player did not respond to our messages, which led to the rejection of the complaint due to lack of further information.
Casinoly - Player’s account was blocked.
Amount: €4,000
Casinoly
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Casinoly has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
12 months ago
Public
Public
1 year ago
Translation
Hello,
I won just over €4000 at Casinoly. But I can no longer access my account because it was blocked by the Abmistrator.
I don't know how or why.
Best regards
Kristina P***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear lakissa1311,
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. Which games did you focus on while your account was active - slots, live casino, sports betting, etc.? Could you please advise if you passed the KYC verification before the casino blocked your account?
Have you accumulated your winnings with or without an active bonus?
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
Public
Public
1 year ago
Translation
No, no bonus was active. Regarding KYC, I only received the email that I didn't have to verify myself. And the game was called supreme hot
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Maybe it's important to note that the account deactivation came after the second withdrawal request and of course I wrote off the support beforehand regarding KYC
the answer was then to deactivate the account.
Automatic translation:
Public
Public
1 year ago
Thank you very much for your reply, lakissa1311. Have you tried contacting the casino regarding this issue? 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.
