Casinoly - Player’s withdrawal was cancelled.

I couldn’t verify my account and withdraw my money from "Casinoly" for 4 days. I could verify my accounts on the other online casinos but Casinoly doesn't let me do that.

I deposited money on the 24th of April from my chequing account but they want me to verify the card that I used in 2022 which belongs to my wife. 2 days ago I uploaded the documents that they requested. They haven't been processed yet, I sent emails but they don't reply. I am writing to live chat every day, and they always say me to be more patient. Shortly, I suggest you not to play in "Casinoly".

Dear balabanguven,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the terms and conditions and this is what I found (here):

Is it a joint account between you and your wife? Would you be able to prove that you are a legitimate owner of the payment method? Does your wife have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

Hello Petronela,

Yes, We have a joint bank account with my wife but She doesn’t have an account in Casinoly. Only I have.

The point is that we used her credit card to deposit in October, 2022, 6 months ago. So, it doesn’t make sense to block withdrawals due to an issue which happened 6 months ago.

Casinoly could have cancelled my account before I deposit. I have checked my account verification before I deposited and wanted to verify before playing but it was written that "at that moment this account doesn’t require verification"

I took a screenshot as you can find attached.

So basically, they allowed me to deposit. If I have lost the money, there would be no problem. But when I earned and wanted to withdraw, they are showing an issue that happened 6 months ago.

Please help me against them

Thank you so much again

Best regards

Guven B******

Just for your information,

The last deposit which I made was from my chequing account and I earned this amount with this deposit. I didn't make it from my wife’s credit card and I don't understand why their reason is a card which was used 6 months ago.

Thank you very much, balabanguven, for the clarification. Can you please confirm if you have documentation or other evidence demonstrating that both you and your wife are the lawful owners of the bank account that was used to deposit funds into your casino account six months ago? If yes, my email address is petronela.k@casino.guru.

Hello Petronela,

I sent you an email and a screenshot which shows that our bank account is a joint account between me and my wife. We have only one account actually and it is a joint account. If you need any additional document that can prove better, I can go and talk to my bank and they can provide a document maybe.

Thank you so much for your support

best regards

Thank you very much, balabanguven, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi balabanguven,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casinoly to the conversation to participate in the resolution of this complaint.

Hello Peter,

Thank you so much for your all support. I hope we can find a solution. We want to continue playing. But even if we can’t solve the issue, I really appreciate your help🙏

Dear Guven!

Thank you for reaching out!

In order for us to conduct further investigation, could you please provide us with the confirmation of your joint ownership of the bank account in question?

Feel free to attach it here or send it to the the email address support@casinoly.com.

Additionally, we would like to point out that any account on the Website can be used by only one individual, which has to use only payment methods in their own name.

Best regards,

Casinoly.com

Hello Sir/Madam,

First of all, thank you so much for reaching me again and for your effort to solve the issue.

My wife and I have only one account here, a joint one.

I couldn't attach our bank statement here as a pdf. You can see a screenshot of it below; I will send it as a pdf email.

Thank you so much again,

Have a beautiful day,

Best regards,

Guven B******

Hi all,

Thank you for your replies.

Dear Guven,

I suggest sending the whole document to the casino's email address as instructed and possibly sending a document that specifically says "account owner" or "joint account" and your name. This tip might save you some time and effort.

Hello Peter,

I will go to my bank on Monday and ask for a document as you said. If I can get something like that, I will send it to you and the "Casinoly Support Team" for sure.

Thank you so much for the advice

Hello again Peter and Casinoly support team,

I hope you are doing well. Today I went to my bank and requested a document which shows that the account belongs to me and my wife. They said that our bank statement which I submitted to you before is the best document that shows the account belongs to both of us. Then when I insisted to have another supportive document, they printed two other documents which show our names and in the ownership section, it is written as joint or.

I sent both of you an email with these documents attached.

I hope that these documents will be useful for us to solve this issue.

Thank you so much again for your all support,

Hope you have a good day,

Best regards,

Guven B******

Thanks for the update Guven,

Let's wait for the casino's response.

Dear Guven!

Thank you for providing us with the documents!

To continue with the verification and consider account reopening we require another document, proving that you, Guven Balaban, are entitled to use the credit/debit card ****0063.

Therefore, we kindly ask you to send it to the the email address support@casinoly.com.

Best regards,

Casinoly.com

Dear Casinoly,

As I mentioned so many times to you, this is my wife’s credit card not mine. I used this card to deposit 6 months ago.

1)What kind of document can I provide you?

Our marriage certificate?

Legally I can’t use it probably but I use this card daily and we use our shared bank account to pay its debts together. The problem is:

2)I used wife’s credit card 6-7 months ago and I didn't earn anything with the deposit I made.

3)On my account, it was written that this account doesn't need verification but suddenly when I wanted to withdraw my money, you wanted me to verify. Why didn't you request verification in the beginning? If you wanted verification in the beginning, I wouldn't verify my account probably and I wouldn't deposit anything. But you allowed me to deposit money, I deposited 500 CAD there was no problem till I earn.

Peter, please advise what to do. I am really bored and don't understand, we have been talking for two weeks about that issue but after two weeks we turned back to the beginning.

Hi all,

Thank you for your replies.

Dear Guven,

Do I understand correctly that you made that deposit using your wife's card but the card is connected to your joint account? It is a very bad idea to use a card with someone else's name and it always causes problems. However, if it's a joint account and you can prove that, this shouldn't be such a big problem. Did you send a document to the casino stating that you are the owner/co-owner of the account that is connected to the credit card?

Hello Peter,

I used my wife’s card in a deposit in 2022 and this card is connected to our joint account. I sent our document to you and casinoly one week ago.

Dear Casinoly,

I'd like to ask you if you received all the necessary documents from Guven. If I understand correctly, the deposit in question was made from a joint account some time ago and the money was lost playing games, correct? Secondly, if the winnings were made from a deposit that came from Guven's payment method, I'm not sure what the problem is. Could you please explain?

Dear Guven,

Please note that after investigating this case further we decided to return the previously deducted winnings to your balance.

However, as per our Terms and Conditions, namely the article 9.1, your account will remain closed without the possibility of reopening. 

Notwithstanding, we are willing to refund your winnings. To proceed with that, we kindly ask you to provide us with proof of ownership of a MiFinity or an Ecopayz e-wallet (such as screenshots from wallets with personal details, email address, address and wallet number) to support@casinoly.com. 

Thank you in advance!

Best regards,

Casinoly

Dear Casinoly,

Thank you so much for your understanding. I just opened an account in Ecopayz. Here you can see the account details below.

I want to thank also to the "Casinoguru Team" a lot. You gave great support and you were neutral in all conversations.

I will send an email to you

Have a great day

Best Regards,

Guven Balaban

Dear Casinoly Team,

I haven’t received any payment for one week.

I shared my Ecopayz(payz) account details with you from here and also I sent an e-mail to you but haven’t got anything yet. Is it normal?

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 Casinoly,

If you have a problem with your Ecopayz account, you can refund my money to my bank account. You can see my account details below.

Dear Peter,

Today Casinoly deposited my all winnings and the case must be closed. In this issue, I want to thank you so much again. You gave wonderful support to us. I really appreciate your help.

Dear Casinoly Team,

Thank you so much for your understanding and help. I wish we could continue to play in your casino but nothing to do.

I had a great experience with "casinoguru".

Again thank you so much for everything.

Have a great rest of the day

Best regards,

Guven

Hi Guven,

That is good news. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter