Casinoly - The player's account got blocked.

I won 1500 euros in this casino, I made a withdrawal, they asked me to verify a credit card that I have canceled and I did the other debit card normally... and they closed my account without opening it again. can you help me please

Hello panosskou,

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 if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you use any other deposit method or only the card you canceled? Did you forward the casino a confirmation from your payment provider that the card has been cancelled? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

it never went through verification and they closed it for me when it didn't go through... in the beginning I won... I made a withdrawal with the debit card that I normally use in these things!!! they simply wanted both cards for verification, one of which I don't have anymore, and they persistently asked me for this one for verification! I send to their email and they didn't answer me...

Did you get an edge?

Hello panosskou,

When exactly did they request the card information? Did you forward them any kind of bank statement showing that the card is no longer existing?

Please forward any communication between you and the casino to nikolas.b@casino.guru.

First of all, they asked me for all this!!! no, they didn't ask me anything like that and they didn't answer my email!

they did it because I had a profit of 1500 euros for it.

Hello panosskou,

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

will you help me or should I leave the subject?

Hello panosskou,

This is the 3rd time I'm requesting to send the communication between you and the casino to nikolas.b@casino.guru.

I would be more than glad to help but we will need your cooperation as well.

Where should I send him?

Send it to nikolas.b@casino.guru.

I have sent this email for a few days and I have not received a reply!

Hello panosskou,

I've requested from you to forward the communication between you and the casino not a written e-mail by you.

Can you please forward the requested information - chats, e-mails, screenshots - regarding your case?

Dear panosskou,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino did not respond to my email and I have no conversations with them, they only sent me an email saying that my account was blocked without the possibility of opening it again!

Thank you panosskou for all the information provided so far. 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 panosskou,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoly,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

I'll wait! I hope you make it!

Good day,

Thank you for reaching out.

We would like to inform you that the customer used the payment method that belongs to a third party. This is strictly forbidden under our Terms and Conditions, specifically: 

4.1. By opening an account on our Website and by using our Website you warrant that:

<...>

- the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Based on the above, the account was closed and the winnings deducted. 

Please feel free to contact us if you have any questions.

Sincerely,

Casinoly

Dear Casinoly,

Could you please provide us with proof? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

It's not fair to my face!!

Dear Stefan,

We have forwarded the evidence to your email address.

Thank you for the cooperation.

Sincerely,

Casinoly

Dear panosskou,

Using 3rd party credit cards to deposit in the casino is strictly prohibited. The casino representative has provided us with sufficient evidence and I am afraid there is nothing that can be done from our side.

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.

Kindest regards,

Stefan & Casino.Guru