The player from India had requested a withdrawal of 10770, which was not processed by the online casino. After 22 days, the casino had blocked the player's account and cancelled the withdrawal without providing any reason. The player had sought assistance from the complaints team. Upon investigation, it had been revealed by the casino that the player had multiple accounts, which was against the industry standard of one account per person. Consequently, the player's complaint had been rejected due to violation of this rule.
Casinoly - Player's withdrawal cancelled and account blocked.
Amount: 10,770 INR
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
7 months ago
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7 months ago
I have Placed A withdrawal request of 10770 at 08.03.2024 , in this time frame they don't ask for kyc , and I don't have any kind of bonus! But After 22 Days cashinoly block my account and Cancel my withdrawal,( without any valid reason) After that I contact them via live chat but they told that we cannot open your account again and don't provide you a valid reason, So dear Cashino Guru team please solve this problem , if Cashino cannot give my money then please reverse my deposit amount _ then I am happy because I have approx 8.7K + deposit amount ( 😔
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7 months ago
Hello rimishyamal53,
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 since when exactly is the verification process ongoing? When was the last time you spoke to the casino and what was it about? Did they ever specify the reason of blocking your account - any term or similar?
Looking forward to your answer.
Regards,
Nick
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7 months ago
they don't provide me any information about my account blocking.
There are no verification _ bcz they don't ask for it
Approx 3 Days ago I have ask for my withdrawal process but they advise me there are too much withdrawal request is pending so wait till process and there are no promising time frem
Dear cashino guru team , now cashinoly blocking maximum users account without valid reason and proof so dear team please help us solve this Type problem 🙏😃💓
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7 months ago
Thank you rimishyamal53 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
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7 months ago
Hello there,
Thank you rimishyamal53 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 why was the player's account blocked and withdrawal rejected.
Thank you!
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7 months ago
Dear Peter,
Thank you for contacting us.
We sent you an email with all the evidence and the actions taken. Looking forward to hearing from you.
Best Regards,
Casinoly Casino
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7 months ago
Thank you for providing the information Casinoly representative.
Dear rimishyamal53, the casino has provided me with evidence of multiple accounts. As it is an industry-standard that you can only open one account per person, household, device, etc. there is not much we can do here to help. Subsequently, your complaint will 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.
Kind regards,
Peter
