Casinoly - Player's withdrawal cancelled and account closed.

I deposit more than 1170+600 first and won some money then casino help support told me do another deposit at same selected method as withdraw so I did another crypto deposit 900 rs then they accept my withdraw request and put in on pending for 4 days after that casinoly cancel my withdraw and closed my account and told me you have duplicate account I told them this is my first account they're not helping me and not ask for any documents for kyc casinoly rip my money without any Incoyriy please help me

I am sending you deposit slip and withdraw rejected mail ss and also conversation with casinoly support screenshot

Dear Madhab4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

No know open any account using same ip Or using same phone Or gmail and i didn't take any bonus from casinoly only played with my deposit money

Thank you very much, Madhab4, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Madhab4,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this.

We would like to invite Casinoly to join the conversation.

Dear Casinoly,

Could you kindly furnish details regarding the player's alleged multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Madhab4,

Just to give you a quick update, I'm in contact with the Casinoly team and am awaiting further evidence from them to fully assess the situation.

Dear all,

Thank you for reaching out!

We have sent Michal an email with evidence related to the account closure.

Looking forward to your reply.

Best regards,

Casinoly Administration

Dear Casinoly Team,

Thank you for the provided information and evidence.

Dear Madhab4,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with personal information, and IPs. Casinos have a very strict policy regarding multiple accounts and the casino team has acted according to its terms and conditions as mentioned in rule 4.2.

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.

Best regards,

Michal

Casino Guru