The player from Germany was experiencing difficulties withdrawing their funds. We ended up rejecting the complaint because it was not justified.
Casinoly - Player’s struggling to withdraw their winnings.
Amount: €5,999
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hey I played at this casino. Deposit 50 euros and get 50 euros bonus. I had to convert 100 euros x35. At around 3300 euros I played the game temple tumble (5 euros bet) there I received free spins and at 600 euros I was still winning on the 3rd spin the game crashed and the profit was still there. Then I tried restarting the game and it didn't work. Tried 2 laptops with no success. After that I wrote to the chat about 3 hours I had to explain what the problem was. Then they didn't really understand it and I kept playing other games. After I implemented my bonus and the bonus money became a real money balance, I had paid out 500 euros out of 2700 (you can only withdraw 500 once). After I paid out I tried temple tumble again and it worked. There I had my profit over 3k again. This balance was credited to me as a bonus. So I had then paid out 2200 on account 500 (not yet processed) and the 3600 as bonus money. Then I wrote to support again and explained this to them. After hours of discussion, they canceled my bonus and wrote in the chat that I would have canceled it. Then again after constant arguments they told me i paid the money out so my bonus was cancelled. I made screenshots that I will upload where you can see the gameplay. I withdraw real money and after that bonus was credited. According to the chat, the payment should take up to 2 weeks, which is also a cheek. So if I was lucky once and used the bonus I want all the money back.
Kind regards
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2 years ago
Dear KIILLER31,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Have you received any of your winnings?
I hope that we will be able to help you to resolve this issue and receive your winnings as soon as possible.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
No, there is no way to verify yourself. Only believe if you have to pay out money. This bonus was not credited to me even after I gambled my real money. I wagered the bonus over 100x. Now it says I gambled away the money and the bonus would be cancelled. But before I had real money it said I had to convert it to get it. Now I gambled money and there is no bonus.
What is that?
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2 years ago
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That was deducted.
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2 years ago
Dear KIILLER31,
Could you please forward your complete game history to petronela.k@casino.guru? Thank you very much in advance.
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2 years ago
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Unfortunately I can't download it all. And all screenshots would be stupid too. I will screenshot gameplay from bonus balance to settlement
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2 years ago
Dear KIILLER31,
Could you please advise how much was your active balance right after completing the bonus wagering requirements? Have you received any funds at all from the first requested withdrawal?
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2 years ago
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I sent you an email with the progress of the game. I canceled it because they said I had to sell it. And now all the money is gone and no bonus. I also canceled the payment.
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2 years ago
Please try requesting your entire game history from the casino.
Meanwhile, could you advise if any funds have been received?
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2 years ago
Translation
This has been cancelled. I haven't received any payouts yet. I sent you the gameplay
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2 years ago
This is the game history I have received previously.
Have you tried requesting the entire gameplay from the casino, please?
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2 years ago
Is there any relevant communication between you and the casino that would help us with this case, please? You can forward it to petronela.k@casino.guru.
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2 years ago
Translation
I emailed you the conversation. (game history request) 24h online support can't help me any further just says it was canceled because I made a payment. The payout, as you can see in the course, was first requested and then the bonus came.
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2 years ago
It is a very confusing case, indeed.
Just a short recap before we'll proceed to contact the casino:
- partial bonus winnings (around €3,000) got stuck inside Temple Tumble game
- after you continued on a different slot machine and completed bonus wagering with a €2,700 active balance
- later you tried Temple Tumble game and it worked
- finally, all your winnings got voided as you allegedly requested the cancellation of the active bonus
Is that all correct, please?
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2 years ago
Translation
I did not request the cancellation, I want the prize.
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2 years ago
I understand that you didn't ask for the cancellation, but the casino thought so. Could you please confirm that the rest of the events happened as described?
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2 years ago
Translation
I had 2700 real money balance. And 3600 win from temple tumble which was converted into bonus money. So I had 2700 real money and 3600 bonus. I wanted that bonus. And they canceled it for me.
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2 years ago
Thank you very much, KIILLER31, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi KIILLER31,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casinoly to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear all,
Thank you for reaching out!
First of all, we thereby confirm that the customer was provided with the complete gaming history as requested.
From the balance report we would like to point out the following:
- the affected stake (5 EUR) in the slot "Temple Tumble Megaways" took place on 28.04.2022 at 16:04 and was placed using the bonus money;
- the customer continued playing other slots and finished wagering the Welcome bonus. Thus the bonus was released to the real balance on 28.04.2022 at 17:32;
- the withdrawal request in the amount of 500 EUR was submitted on 28.04.2022 at 17:36;
- after that, on 28.04.2022 at 17:50 the customer entered the slot "Temple Tumble Megaways" and finish the round which was not finished prior 16:04 and since the stake was made using the bonus money, the win was credited as a Bonus again;
- given the fact that the bonus has already been wagered and the client has created a withdrawal request, according to the rules of bonuses, the bonus was canceled:
5. A withdrawal request before claiming the bonus or after the bonus is activated will void the bonus eligibility.
- furthermore, delaying any game round in any game to a later time when you have no more wagering requirements is strictly prohibited and is considered a breach of the Terms which also led to the confiscation of the winnings.
We hope this clarified the case!
Should you have any questions, please, do not hesitate to contact us.
Sincerely,
Casinoly.com
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2 years ago
Translation
Hello, the game crashed, which wasn't my fault, it was you and the supporters said everything was fine, which wasn't the case. I have played other games. If the game hadn't crashed and I was still getting money with the bonus I would be at 6000 bonus money so I would have wagered the bonus at 6000. But after that, when the bonus was there and I had made a withdrawal request, I wrote to support. And they said I still have to implement it, they had checked everything (a withdrawal request was still there). But after I bet a few 100 euros and asked the support again why I had the bonus, it was simply canceled.
1. your supporters didn't do the work.
2. The software problems with you I can't help it
3. Nowhere does it say that if the game crashes (not the player's fault) the win will be voided.
4. When you make a withdrawal, you confirm the cancellation of the bonus by the player, not by you. Which I didn't do on my part.
5. I canceled the payout on my own initiative without it being processed.
6. I either want my converted bonus paid out (2800) or cancel the bonus from (3600) as bonus money where, as your supporters said, I still had to convert 1000 euros.
I left all the money with you guys. What I was able to pay out. If your supporters had told me right from the start that the bonus could not be implemented, I would not have bothered them at all.
Casino guru. If you want the history I got it today. But if I hadn't asked for your help, I wouldn't have even gotten the answer from casinoly.
It was a software error with you, please also stand by it. I wouldn't have stopped the round otherwise.
Kind regards
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2 years ago
Good day,
Thank you for reaching out.
We have double-checked the completed payment with the provider and were informed that it was unfortunately unsuccessful. The withdrawal amount was therefore returned to the client's balance. We have emailed the client asking for their Bank account details to arrange the manual payment. We will do our best to accelerate the process once we get the payment details.
Please feel free to contact us if you have any questions.
Sincerely,
Casinoly
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2 years ago
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I have no emails from where you ask me for my bank details
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2 years ago
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It's not even about that. I want my win.
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2 years ago
Dear all,
We sincerely apologize for the confusion!
The last message dated May 27 was supposed to be sent to another complaint.
The customer in question has confirmed that he canceled his payout request and there is no pending withdrawal at the moment. Their concerns are related to the bonus and our view of the events was described on May 25.
Looking forward to hear your opinion on this matter! Once again apologize for the confusion!
Sincerely,
Casinoly.com
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2 years ago
Translation
So it looks like several people are complaining. And the supporters as you can see here don't take their work seriously. Just like online chat supporter. They told me I should convert money so I can get my 3600 (everything was checked thoroughly). And then they just say we're sorry we were confused they couldn't have the bonus. And with that, real money and bonus money are gone.
Casino Guru it can not be?
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2 years ago
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Then I'll say it like that. I got confused and canceled my withdrawal. I'm sorry give it back to me.
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2 years ago
Hi all,
Thank you for your replies.
Dear KIILLER31,
Could you please forward your full game history to my email address (peter.m@casino.guru)?
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2 years ago
Dear Casinoly team,
If I understand the situation correctly, you didn't void the player's winnings from the bonus that was wagered in full? So his winnings of €2700, as well as his withdrawal of €500, weren't influenced by this? The only thing that was canceled was the bonus money originating from the delayed round?
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2 years ago
Dear Peter,
Yes, you understand the case correctly.
The bonus was wagered in full and released - these funds were not deducted. The withdrawal was also canceled not by us. The only thing that was canceled is the bonus money received from the delayed round.
Should you have any questions, we remain at your disposal for any further information you may require.
Sincerely,
Casinoly.com
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2 years ago
Thank you Casinoly team for your confirmation.
Dear KIILLER31,
If you already received your winnings from the bonus, I'm afraid you have no claim to the bonus money (€3600). The wagering conditions were met and the winnings from the bonus were paid. No casino will pay you twice from the same bonus. Unfortunately, your complaint will be rejected. If you are convinced that your case wasn't handled correctly, please turn to the Curacao gaming authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
