The player from Germany had an active self-exclusion in a sister casino due to a gambling problem. They believe that it shouldn't be allowed to open a new account with Casinoly Casino. After a closer examination, we rejected this complaint as unjustified.
Casinoly - Player’s requesting a full deposit refund.
Amount: €800
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I am so angry. The RTP at this casino is underground! Something like that shouldn't even be allowed! When I gambled away my money, I asked about the operator and found out that I was banned from another casino (expectwin) due to gambling addiction. Unfortunately, I found out too late otherwise I would not have paid a cent there!
This casino allows a user to register and gamble their money, while the user is blocked at another casino of the same operator due to gambling addiction! This borders on fraud and I will inform the regulator about it immediately! This casino belongs to banned !!! The operator belongs behind bars! I want my money back !!!
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2 years ago
Dear FroleinWunder,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section and this is what I found (here):
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Casinoly Casino directly?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello, thanks for the effort. I did not exclude myself directly from Casinoly but from expectwin Casino.
I wrote to the authorities and had the following message to translate it:
Curaçao eGaming ("CEG") has received a message through its online complaints platform (the "Platform"). Unfortunately, the message is not related to a website (the "Website") operated by a CEG licensed operator (the "Operator"). Your message has therefore been discarded. A response to said cancellation was only sent to the email address from which the original message was received. As the operator has not been notified, you are encouraged to send your message to the operator directly as CEG cannot help you on this matter.
As I understand it, is this operator not even licensed? But it doesn't help me either.
Unfortunately I didn't know that Casinoly was the sister of Expectwin only when I had the loss and looked for information and tips on the Internet, but then it was already too late so as an ignorant I could not inform the casino that I was with my sister's excluded because of gambling addiction. 😔
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2 years ago
Translation
Sorry, the sister casino is not called
expectwin but "excitewin"
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2 years ago
Thank you, FrolienWunder, for your reply. Casinoly Casino is licensed which can be checked after clicking on the License Validator on its website (please see below) and you could send any official complaints to certria@gaminglicences.com.
However, if you haven't informed Casinoly Casino directly about your gambling problem I'm afraid they won't be able to help you either.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Thank you, I didn't know that at all, I just looked at the Curacao logo, which is listed below at almost every Curacao casino. I'll try to write there but think that it won't do me any good. I contacted a lawyer and sent him the transaction list that I last photographed. He wanted to see what and whether something could be done there, but I have no great hopes of getting my money back. I would be enough these casinos always get through whatever they do because they think nobody can do anything to you, they commit frauds nonstop and nobody does anything and that's why these casinos pull people away for years and by that I don't mean, people gamble away money they pull people differently from whom the bolt would have to be pushed.
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2 years ago
Dear FrolienWunder,
As I mentioned earlier, if you haven't requested the self-exclusion from Casinoly Casino directly, I'm afraid you won't be entitled to any refunds.
Please let me know if there is any additional information that I have overlooked or there's anything else we could try to help you with, otherwise I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Oh, if I had won something and wanted to pay out something there, but if they had pointed out that I am banned from my sister's because of gambling addiction and all winnings would be canceled, then the complaint would not have been unjustified? Where is the point, please ?! Thank you but then do it !! And at the same time you can delete my profile.
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2 years ago
You are absolutely correct, if you have won and the casino refused to pay your winnings, then we would definitely try to help you. Unfortunately, that's not the case.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one. Meanwhile, per your request, I'm deactivating your profile with Casino.Guru.
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