The player from Germany faced issues verifying her bank account at Casinoly because the casino requested a different card number than the one used for deposits. Despite having contacted support multiple times, the player did not receive clear answers. The Complaints Team communicated with the casino regarding the verification issue and emphasized the importance of the KYC process. Ultimately, the complaint was rejected due to the player not responding to our questions.
Casinoly - Player unable to verify account due to card issue.
Amount: €15,000
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello, I have a player account at Casinoly. I make my deposits using my credit card. I cannot verify my bank account because they are asking for a completely different card number. I have been writing to support for a long time and I am not receiving any concrete answers.
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4 months ago
Dear geri7771,
Thank you very much for submitting your complaint. I’m 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.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 months ago
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yes .all other personal documents have already been verified
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4 months ago
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I have written several emails to the casino support, but the answers are not
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4 months ago
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Why don't I get an answer to my complaint????
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4 months ago
Thank you very much, geri7771, 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.
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4 months ago
Hello there,
Thank you geri7771 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 what is the issue with the verification and what can we do to help resolve this issue.
Thank you!
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4 months ago
Translation
Hello, I have been trying to solve my problem with Casinoly for 3 months.
I made a deposit from my VISA card and played with it. I got used to it without BONUSES. When I requested a withdrawal, Casinoly wanted me to verify my account card. But they asked me for a different account number with different account details to verify. I wrote to support several times and they didn't answer me.
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4 months ago
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.
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3 months ago
Thank you for providing me with the information Casinoly representative.
Dear geri7771, the casino representative has provided me with your transaction history where it is visible that the requested card was used to deposit into the casino in December of last year. Was your account used by any other person other than yourself? Unfortunately, I won't be able to assist if you can't provide the statement of said card. Thank you for your understanding!
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3 months ago
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But the last deposit of €150 that I played with and that amount was withdrawn from my account. That's a stupid excuse from the casino that at some point in time some money was deposited from another account. There are at least 20 deposits that were only made from this Visa card in my account and also the last deposit. What was played with was only from a Visa card. That's a stupid excuse from the casino that the deposit was made sometime in December. Nothing was won with this amount and that means nothing is relevant with the payout and with playing with my last deposit.
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3 months ago
Dear geri7771, I understand your frustration but if this card was used you'll need to verify it regardless of when it was used. Please understand that KYC is a very important and essential process, none of the licensed casinos takes KYC lightly. I recommend providing the requested document otherwise I won't be able to assist you further in this matter. Thank you in advance for your cooperation!
