Casinoly - Player's withdrawal has been denied and his account blocked.

After winning in the slot machine zeus vs hades, I tried to withdraw 500e. Casinoly asked me to verify my account by providing proof of residence, identity card, 3 cards that I used to deposit money and my transactions. The problem here was that one of my cards was cancelled, they asked me to provide proof of cancelation. I went to my bank they gave me the document and I sent it. After that Casinoly asked for the transactions of this card, so I explained to their support that I have no longer access to this card, but if need be I will go again to my bank and ask for this. Same day I tried to login to my account and a message appeared that my account has been blocked by the administrator. Something unacceptable. Please help me. The communications with their support lasted for more than a week. After a point I could not see my withdrawal please find conversation with support attached.

Dear johnkourd94,

Thank you very much for submitting this complaint. I'm really sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if you obtained the transactions of your canceled card from the bank?

Have you contacted customer support about the reason why your account has been blocked? Do you have any information if it is blocked only temporarily until you pass KYC, or permanently?

Please forward all the relevant communication regarding this issue to veronika.l@casino.guru.

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

Best regards

Veronika

Hi Veronika,

thank you for looking into my situation, I asked them via email yesterday to justify why they blocked my account and now I am waiting, if they reply I will let you know. I will go to my bank on Monday and ask for the transactions and send the file to both of you.

Thanks again

Now they claim this, they just mentioned their generic terms without even point to which one they claim I violated. Unbelievable, they are just thieves. Please do what you can and let the other players know that they will rob their money

Dear Ioannis,

We would like to inform you that your account has been closed according to the Item 9.1 of our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

engaging in money laundering, terrorism financing or any other criminal activity;

threatening, harassing or abusing other customers or members of our staff;

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

Your winnings have been cancelled accordingly and your last deposit was refunded to your credit card.

Have you played with or without a bonus?

Last game before withdrawal was without bonus and no active bonus. The only thing pending to validate my account was the transactions of my cancelled card for June. Which I am happy to provide. I will visit my bank tomorrow since this document is something I cannot retrieve online. Other than this there was no issue with my documents or account. Whatever they claim is just to not give me the money. Imagine that I earned around 1400 euro, I withdrawed 500 and until they close my account I lost the rest since probably their policy was to just stall. But I am ok with this I chose to keep playing, I only want my last withdrawal.

is there any news? They gave me 40e back "my last deposit", is there anyway to receive the other 460?

Thank you very much, johnkourd94, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you johnkourd94 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 this player blocked specifically and if we can do anything to help resolve this issue.

Thank you!

Thank you Peter, I will be happy to provide any documents they ask. I haven't violated any terms and have nothing to hide.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AskGamblers – an alternative dispute resolution service (https://www.askgamblers.com/submit-complaint) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Antillephone Gaming Authority itself (complaints@gaminglicences.com). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casinoly. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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 all,

Please be informed, that the customer's account has been closed in accordance with the following point of the Website's Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

- engaging in money laundering, terrorism financing or any other criminal activity;

threatening, harassing or abusing other customers or members of our staff;

- attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

- attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

The winnings have been cancelled accordingly and the last deposit was refunded to the customer's bank.

Please note, that we will provide more evidence to Peter via email shortly.

Thank you for your patience!

Casinoly Customer Support

looking forward for their "evidence"

Dear all,

Please be informed, that we re-sent our email with evidence to Peter.

Please let us know if it has been received, and if anything extra is needed.

Best regards, 

Customer Support