Casinoly - Player's account was disabled and his withdrawal was denied.

The Casinoly website doesn't pay back your winnings. On January 17, 2024, I requested a withdrawal of 10,000 TL from the site and on January 22, 2024, my withdrawal request was inexplicably denied. When I tried to log into my account, I found it was disabled. I couldn't get an answer from the authorities, they simply said to send an email and that I'd receive a response, but there's been no feedback. Do not trust this site and deposit money, you cannot retrieve your winnings.

Dear oguzhanlok1907,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casinoly. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals before?

Could you kindly send me the screenshot you see when you try to log into your account?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

I have withdrawn from the site twice before, but the site did not ask for verification from me. During my conversation with the customer representative, they told me that my account was closed by management decision and the payment would not be made.

Could you please confirm what types of games you played? Was it slots, live casino games, or did you participate in sports betting?

Do I understand correctly that you have not sent any identity documents for verification to the casino so far?

Please forward me the communication between you and the casino regarding the closure of your account. My email address is veronika.l@casino.guru.

Hello Veronika,

I played mostly live casino and slots on the site. The site told me via live support that my account was closed and the payment would not be made. I sent an e-mail but there was no response.

Thank you very much, oguzhanlok1907, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you oguzhanlok1907 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoly for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

Casinoly.com

Hello Peter,

the casino did not give me any explanation. They closed my account and did not pay my money.

Thank you for providing the information Casinoly representative.

oguzhanlok1907 according to the information provided you have used a credit card not belonging to you. This is not allowed as per the terms and conditions of most casinos in the industry. With this in mind, we believe the steps the casino has taken are justified and we will reject your complaint. Thank you for your understanding.