Casinoly - Player’s winnings confiscated with account closure.

Hello i won a total amount of 71400 Euros on casinoly after 6 days of accepting all my papers on verification process my account was perma closed without any email i didnt break any rules and i provided all the papers needed i wasnt asked for anything more i just waited 4 days and then my account suddenly closed without any explanation i didnt want to believe this is a scammer casino

Hello Davoulis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they specify the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I think i firstly was registered at 28/06/2023 not sure cant check since my account is totally blocked.

When i registered the account i got a 1st deposit bonus.Now on my last deposit at 22/09/2023 it was raw balance i ended up winning 71.400 Euros i was able to play on my account until this morning when it suddenly got blocked with the reasoning of a dublicate account. i dont have another account in casinoly i was getting withdrawls fully and optimal until the point i won this huge amount of money. Last 6 days i was waiting for my account to be verified having uploaded all the documents the asked daily and after they couldnt find anything else the moved with that reasoning.

I have asked for the information of the dublicate account which they didnt provide. Instead i got an email saying every possible reason on which my account could have been blocked. i dont understand if they all apply to my account or only the double account as it was mentioned on live chat. I even received a payment on Sunday on the 1st request I managed to get through.

Good morning after live chat finally replied to me they gave me these reasons when i havent broken a single one of them

https://gyazo.com/e812343c7e9e41c67fee644ecd7346a1 because even what they say about the bonus i didnt get any bonus on my last deposit so i dont understand what they are trying to do here its beyond frustrating though

Hello Davoulis and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Davoulis 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 how we can help resolve this issue.

Thank you!

Dear Peter, 

Thank you for contacting us. 

We have sent you an email with the details and evidences. Please let us know in case you need more information. 

Thank you for your cooperation! 

Best Regards, 

Casinoly 

Dear Casinoly and Peter.

I am curious to know why I didn’t receive an email with the evidence when I have asked repeatedly for it for 3 weeks now ? Am I not allowed to have it

Dear Davoulis, we have received evidence from the casino, sadly due to GDPR and other policies that casinos as well as our company must follow, such information cannot be shared publically. The evidence shows clear signs of duplicate accounts and we believe the steps the casino has taken are justified. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.