The player's money was confiscated for failing the verification process. We rejected this complaint as it was sports betting related.
Casinoly - The player's money was confiscated.
Amount: €39,500
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good evening I have the following problem I won about 45000 at Casinoly with slots 6000 euros I could also withdraw suddenly the casino wrote me that they want a Skrill deposit although I have never deposited with Skrill I have my deposit transactions from my Mastercard again and again or Paysafecard (the only deposit methods I used) but it didn't do anything the casino stopped replying after 30 days they had to ban me according to their terms and conditions and confiscated what was above (39,500 euros) I had Wrote the casino many times but never got a response then I filed a complaint with ASKGamblers and the casino responds with a new allegation that I am a manager or coach, professional soccer player or accountant which is completely off the mark because it is not true and so the money is confiscated I don't know what to do anymore, I have auc h to Casinoly's licensing agency still no response. I hope you can help me somehow.
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1 year ago
Hello ArbnorP7,
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 the Skrill account they wanted to verify is yours or not? Did you use Skrill as a deposit method in any other online casino? When exactly did this issue happen? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, first of all thanks for the quick answer.
I have never used Skrill, not in the casino or used anywhere else.
The first time Casinoly wrote to me was around November that they wanted the deposit history from Skrill although I've never deposited with Skrill I kept sending the deposit history from Paysafecard and my Mastercard but then didn't get a response and since then I don't get any more replies either.
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1 year ago
Thank you ArbnorP7 for the provided information. 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
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1 year ago
Dear ArbnorP7,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible. Do you have any news regarding the ADR complaint?
Now I would like to invite a Casinoly representative to join this conversation and participate in the resolution of 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? Is there any problem with the player's verification? Is there any reason why you want a skrill deposit from the player?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Good day,
Thank you for reaching out.
We would like to inform you that the customer's account was closed and winnings were confiscated as the customer breached the following point in our Terms and Conditions:
16.1.2 By placing a bet on any Event you warrant that you are not a representative of any state and municipal institution, enterprise or non-commercial organisation, you are not an employee of any bookmaker company, you are not an employee or member of Sports agency, you are not a professional sportsman, trainer, judge, member of Sports agency providing professional consulting services, you are not a sport manager or coach.
Kindly be informed that our finance department already carried out verification process of the customer's account and after checking various documents received from him, it has been concluded that the customer gained an unfair advantage on our casino with a breach of our rules as explained above. The customer was informed accordingly.
We hope that it has clarified the case.
If you have any additional questions, please, do not hesitate to contact us .
Best Wishes,
Casinoly
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1 year ago
Translation
I don't know where you got this information from, but that's not even one percent correct.
Point 1: I made 99% of my winnings from slots, I made 2 bets and they were 2 Champions Leguea games with a small stake.
Point 2: In response to your accusation that I am a "professional athlete, trainer, judge, member of a sports agency etc", I really can't understand where you are getting this accusation from, I play football but in the amateur field and far from it Being a pro and all other points are ridiculous I would be very grateful if not only get accusations from you but also prove where you got that from.
Dear Casino Guru team, please take a look at the case because what is being said is everything else just not the truth. I was lucky once and made a profit playing slot machines and the casino doesn't want to pay me out, which I just can't understand.
best wishes
Arbnor
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1 year ago
Dear ArbnorP7,
Could you please provide us with the link to the ASKgamblers complaint?
Dear Casinoly,
Could you please provide us with the evidence? We won't be able to investigate further without any proof. You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
The case was immediately closed without any evidence or even a possible response from my side.
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1 year 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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1 year ago
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But simply rating it as unresolved doesn't get me much further because they simply keep my €39,500.
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1 year ago
Dear Casinoguru team,
Kindly be informed that the evidence of the case has been sent to your respective email.
Please let us know if further clarifications required.
Thank you for your cooperation!
Best wishes,
Casinoly
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1 year ago
Dear ArbnorP7,
Since the casino has confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.
Kind regards,
Stefan
