Casinoly - Player's withdrawal confiscated due to bonus earnings.

I won 500€ and have been waiting for 12 days for them to process my payment. After 12 days of lying to me, saying that they have made the transfer and that I should wait because the issue is with my bank, they inform me that they won't process it because I won this money using a bonus. They've been deceiving me for 12 DAYS, lying to me DAY BY DAY, promising to make the transfer, and then today they tell me that they won't, insisting that there's nothing wrong on their end. They even have the gall to call me crazy. They should have informed me on the very first day after I made the withdrawal that I couldn't get the money, instead of lying to me for 12 days and making me wait while I continued to bet on their site. I feel defrauded, lied to, and robbed. I intend to report them for fraud and dishonesty!! DO NOT PLAY ON THIS APP YOU'D BE BETTER OFF THROWING YOUR MONEY in the trash!!

Hello Cristian_Dorin1991,

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 is your account fully verified? What kind of bonus did you use - can you please forward the link of it? When was the last time you spoke to the casino and what was it about?

Please understand that the casino do checks only after you request a withdrawal and they may take up to a few days so until then they could not know if your betting rounds were fine or not.

Looking forward to your answer.

Regards,

Nick

Hello Nick, well my account is not verified because they did not ask me, but I have no problem with sending them my information and I repeat they never asked me, before using the bonus I entered approximately 200 euros, then they gave me a bonus of 10 euros and of those I won 1300 playing for a few hours, when I realize the amount I have I decide to withdraw 1000, but due to the withdrawal policy they tell me that the maximum per day is 500... Ok, nothing happens, I give him to withdraw 500 and I played the other 800 very quickly, my fault... I've been waiting for those 500 for 13 days, and if it wasn't enough I think I entered more than 300 until now...

Hello Cristian_Dorin1991,

As the withdrawal is now pending for over 2 weeks, could you please advise if there's been any update regarding the payment?

I would also recommend to verify your identity in every online casino before even depositing as it may prevent further issues and withdrawals are also processed faster.

Hello, there has been no news about the payment or verifying the identity. I don't have any problem, just that they haven't asked me... I've been waiting for more than 1 month for the money I've earned to be deposited...

They tell me that they have made the payment and it is my bank's fault, but I went to the bank and they said that I did not receive any transfer from the casinoly website and then I asked them for a document that proves that they have made the transfer so that I went with him to the bank and showed it to him but I've been waiting for a response for 1 week and nothing... I've been waiting for the money for almost 1 month, what a shame for the casino page, and I don't recommend it to anyone at all.

Thank you Cristian_Dorin1991 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Cristian_Dorin1991,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casinoly representative to join this conversation and participate in resolving this complaint.

Dear Casinoly,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

They will never answer you, the 500 euros are out there waiting for an owner

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 Stefan,

Thank you for reaching out.

Please be informed that we sent an email to stefan.m@casino.guru. Looking forward for your reply!

Best regards,

Casinoly.com

Dear Casinoly,

I haven't received any email from you. Could you resend the email or provide the information here in the thread?

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

We just sent you one more email. In case you don’t receive it, could you please provide us with an alternative email, if you have one? Unfortunately, the information is not to be posted publicly.

Best regards,

Casinoly.com

Dear Stefan,

Thank you for your reply.

We sent an email to your alternative address. Please let us know if you received it. Thank you in advance.

Best regards,

Casinoly.com

Dear Casinoly,

I have received your email and thoroughly reviewed it.

Do I understand correctly that the player is eligible for 150€ instead of 500€ as the bonus has a maximum cashout of 5x the bonus amount?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Thank you for your reply.

The customer released 694.8 EUR while the cap is 150 EUR in his case. The extra amount (which turned out to be just 500 EUR, as the rest has been played) was deducted.

Best regards,

Casinoly.com

Dear Casinoly,

Thank you for your response and the information provided.

Dear Cristian_Dorin1991,

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.

Kind regards,

Stefan