Casinoly Casino - Player’s account access is restricted after withdrawal issue.

Good morning

After winning 2883, they decided to limit my bets to pennies. I proceeded to withdraw my winnings via crypto, and to ensure my withdrawal arrived, I only withdrew €30. Seven days later, my money arrived in my crypto account. I then tried to withdraw €500, which not only failed to arrive but also prevented me from accessing my account to make further withdrawals.

Thank you

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoly Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Could you tell me how long you were a player at the casino and exactly when your account was blocked?

Approximately 40 days

How did you find out your account was blocked?

When I tried to log in to withdraw my money, it denied me access.

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

Sports betting and casino

Did you achieve your current balance with the help of a bonus?

No

Could you share your communication with the casino regarding this issue with me? Please send me emails or chat transcripts to my email address. tomas@casino.guru or post screenshots here

I'm sending you an email

Dear diegol77,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinoly Casino representative to join this conversation.

Dear Casinoly Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Great, thank you so much!

Hello

Does anyone at the casino want to answer?

Dear all,

We truly appreciate your patience.

diegol77, we have contacted you via email in order to request documents for the verification.

Best regards,

Casinoly Team

I sent those documents weeks ago.

I want the payment to be made in crypto since my income was also made that way

Thank you

I just sent them the documentation again.

Greetings

Dear Casinoly Casino,

Could you please provide us with an update on player's verification and withdrawal process?

I don't understand?

Hello

Any updates on my crypto money?

Thank you

Dear all,

We truly appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team. Once there is an update we will inform you immediately.

Best regards,

Casinoly Team

Dear Casinoly Casino,

We will be waiting for your update.

Thank you for your cooperation.

I'm still waiting for my money via crypto. I sent everything they asked for days ago.

Dear all,

We would like to kindly inform you that we are in touch with our relevant department and please rest assured that we will have updates for you as soon as possible.

Thank you again for your patience and understanding.

Best regards,

Casinoly Team

Dear Casinoly Casino,

Please provide us with an update as soon as possible.

I'm starting to worry about my money.

Nobody says anything for six days

Dear diegol77,

We truly appreciate your patience.

We would like to inform you that your documents have been forwarded for the final verification.

Thank you for the cooperation.

Best regards,

Casinoly Team

Dear Casinoly Casino,

Could you please provide us with an update on player's verification process?

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.

And my €2800???

Good morning!

Please pay me all my money, it's mine!!

I'm worried

Thank you

Casinoguru, please don't abandon or close my case. You owe me a lot of money.

Thank you

Dear all,

Thank you for patience.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Casinoly Team

Thank you, please help me