The player from Rhineland-Palatinate reports winning €600 at Casinoly Casino, but finds that €450 has been withdrawn without their consent, leaving only €150 in their account. Support claims the amount was mistakenly credited, but the player believes it is an unfair loss and requests assistance in recovering the funds.
Casinoly - Player's winnings have been confiscated.
Amount: €450
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 50m 15s
Case summary
6 hours ago
Public
Public
yesterday
Translation
Good morning,
I have been playing at Casinoly Casino for months now. I've lost about €5000, which was fine since it is, after all, a game of chance. However, what has happened recently is incredibly outrageous.
Yesterday, I won €600 from a €30 deposit at the casino. This morning, I woke up, checked my account, and only €150 was left. Somehow, €450 was just withdrawn, and by whom?
By Casinoly itself. I CAN'T believe it. I contacted support, and they said the finance department withdrew the amount since it was accidentally added before. But that can't be true. I won the amount gradually in roulette and other casino games. They are simply stealing money from us and lying. Please help me get my €450 back. I chose this casino to play at because it was rated as very secure.
Automatic translation:
Public
Public
7 hours ago
Hello tiller52,
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 if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- Was any of your previous deposits not credited into the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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