The player from Germany faces issues withdrawing winnings of approximately €9,000 after canceling a bonus at Casinoly due to confusion stemming from a technical problem. Following the cancellation, his winnings were removed, and his appeal to Casinoly for reconsideration was rejected despite the unique circumstances.
Casinoly Casino - Player’s winnings are confiscated due to bonus cancellation.
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Casinoly Casino
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3 weeks ago
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Ladies and Gentlemen
I would like to file a complaint against the online casino Casinoly.
Facts:
I deposited €80 and received an 88% bonus. The bonus terms required a 35x wagering requirement.
After losing all my deposited real money, I continued playing exclusively with the bonus balance. In doing so, I made a profit of approximately €9,000.
Immediately after this win, a stressful situation arose because I assumed I was in real money mode. Additionally, a technical problem occurred (brief black screen / possible app restart), which made the situation confusing.
In this exceptional situation, I cancelled the bonus without being fully aware of the far-reaching consequences.
The winnings were initially credited correctly, but subsequently completely removed due to the bonus cancellation.
I would like to explicitly emphasize that:
- there was no abusive intent
- no circumvention of the bonus conditions was intended
- it was a mistake made in a stressful situation and under false assumptions
I would particularly like to emphasize that the bonus cancellation was carried out very quickly despite the significant financial consequences.
Other providers use additional safeguards in comparable situations (e.g., multi-stage confirmations or delays before final execution) to prevent unintended actions.
I have also attached a short video example from another provider. This shows that they have implemented additional safeguards (e.g., multi-stage confirmation or a short delay) to prevent unintentional bonus cancellations. Such additional protection might have helped me avoid making the wrong decision in this stressful situation.
I contacted Casinoly support and explained the situation in detail. The case was reviewed but rejected with reference to the bonus terms and conditions, without taking the specific circumstances of my case into account.
I therefore request an independent review of this case and a fair solution, taking into account the exceptional circumstances and the amount of profit obtained.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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3 weeks ago
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3 weeks ago
Dear anemos7777,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how did you cancel the bonus? Did you do it manually or by contacting customer support?
- Have you played with or cancelled bonuses in this casino before?
- Could you please attach a screenshot of your bonus history?
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,
Attila
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3 weeks ago
TranslationDear Mr. Attila,
Thank you very much for your feedback and for processing my complaint.
I will gladly answer your questions and explain the process again:
I have made several deposits in the past and also made profits. Overall, as far as I can tell, I am in the black.
As far as I remember, this was the first time I used a deposit bonus. I subsequently cancelled this bonus myself via the "active bonuses" section.
The cancellation occurred shortly after a game restart, which greatly confused me. At that moment, I assumed I was still in real-money mode.
Due to the unexpectedly large win and the associated stress/elation, I did not read the instructions completely and did not fully grasp the consequences of the cancellation. In particular, I was unaware that this would completely remove all associated winnings.
It was never my intention to forgo the profits. My action stemmed solely from confusion and the exceptional circumstances.
Additionally, I would like to point out that, in my opinion, a clearer design of this process would be helpful. For example, other providers have additional security mechanisms (e.g., short delays or clearer instructions) that can prevent such situations. In my case, confirmation was possible very quickly, which led me to act rashly in the stressful situation.
I therefore ask you to take these circumstances into account when evaluating my case.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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3 weeks ago
TranslationI couldn't find a detailed bonus history in my account.
I would just like to add a small clarification to avoid misunderstandings:
I manually cancelled the bonus myself. However, this wasn't due to a direct technical error, but rather a situation caused by restarting the game and the resulting confusion.
At that moment, I assumed I wasn't yet in bonus money mode. Due to the stress and pressure of the situation, I confirmed the cancellation without fully understanding the consequences.
I hope this clarification helps to correctly understand the process.
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3 weeks ago
TranslationAttached is the rejection letter from the casino.
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3 weeks ago
TranslationDear Mr. Attila,
Enclosed please find my bonus balance statement.
As you can see, in the past I have only cancelled bonuses in situations where there was no longer any relevant profit.
However, the current case differs significantly, as there was a high profit at the time of the cancellation and I misjudged the situation due to the circumstances described.
I hope this information helps in classifying my case.
Thank you for your support.
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3 weeks ago
TranslationDear Mr. Attila,
I would like to send you some additional information regarding my case.
I just tested how the cancellation process currently works, as I was unsure whether an additional confirmation was displayed with my original cancellation.
I cancelled a small bonus and found that in this case no further confirmation ("Are you sure?") was required and the cancellation was carried out directly.
I have attached two relevant screenshots.
I've also created a video that clearly shows the process. Unfortunately, I can't upload it directly here. The video clearly shows that the bonus is canceled within seconds, leaving hardly any time to calmly reconsider the decision.
In my view, the full implications of this decision are not made sufficiently clear, especially in a situation where one is under stress or surprised by a large profit.
I assumed I was in real money mode and deliberately cancelled the bonus based on this assumption, without understanding that this would result in the complete loss of all winnings.
I hope this additional information is helpful for the further evaluation of my case.
Thank you for your support.
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3 weeks ago
TranslationDear Mr. Attila,
I would like to add one important clarification by means of a comparison.
Casinoly only displays a brief message ("Are you sure?") during the cancellation process, without clearly indicating that all winnings will be completely lost.
There is no prominent or clear information provided about the actual consequences of this decision.
For comparison, I have included a screenshot from another provider. There, it is clearly and comprehensively explained that in the event of cancellation, not only the bonus but also all associated winnings are lost.
In my view, this comparison shows that the cancellation process at Casinoly is not sufficiently transparent and the implications of the decision are not clearly communicated.
I assume the casino will refer to its terms and conditions. Nevertheless, I believe that the specific presentation should be understandable and unambiguous for the player at the moment of decision.
Especially in a situation where one is under stress or surprised by a large profit, such a difference can be crucial.
I hope that this comparison can be taken into account when evaluating my case.
Thank you for your support.
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3 weeks ago
TranslationI would like to add another observation regarding the cancellation process.
When comparing the displayed options, it is noticeable that the "Yes, cancel bonus" button is significantly larger and more conspicuous than the "No, thank you" option, which is displayed in a comparatively small and inconspicuous manner.
In my view, this can lead to cancellations being triggered more easily and quickly – especially when using a smartphone – without the decision being sufficiently considered.
Especially in situations where one is under stress or surprised by a large win, the design of the user interface can have a significant influence on the player's behavior.
I would like to mention this aspect merely as an additional observation to better contextualize my case.
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3 weeks ago
TranslationThe attached screenshot shows an example from another provider where the specific amount and the consequences are clearly and transparently presented as part of the bonus cancellation process.
At Casinoly, however, no specific amount was displayed to me at the moment of decision, especially not the actual winnings of approximately €9,000.
The loss of the bonus was only mentioned in general terms, without the actual implications of this decision – namely the complete loss of the profits – being clearly apparent.
From my point of view, this is a significant difference in the transparency of the cancellation process.
Had I known that I would lose such a large amount, I would obviously not have cancelled.
I hope that this aspect can be taken into account when evaluating my case.
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2 weeks ago
Dear Player,
Thank you for your response.
While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.
When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case. Repeated messages may also delay responses, as both we and the casino need time to properly review each submission.
For the best results, please clearly state your point and support it with the specific evidence that relates directly to it. This will help us move forward more efficiently.
Could you please forward the video recording you have mentioned directly to my email? You can reach me at attila.g@casino.guru.
Additionally, could you please confirm whether you have lost your deposited funds as well?
Thank you for your understanding and cooperation.
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2 weeks ago
TranslationI deposited €80 and received an 88% bonus, so I started with a total of €150.40 (Wager x35).
My real money balance was completely depleted at the time the bonus was cancelled, and I was still in bonus mode. Approximately €4,000 of wagering requirements remained.
The high profit was subsequently generated in bonus mode.
After restarting the game or the app, I cancelled the bonus, as I assumed I was still in real money mode.
Due to the lack of clear presentation in the cancellation process (no display of an amount and no concrete information about the consequences), I did not recognize the implications of this decision in the situation.
I have already sent you the video via email.
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1 week ago
Thank you for your response. Could you kindly provide clarification regarding the decision to cancel the bonus? What was the anticipated outcome of this action? Were you looking to withdraw your funds?
Thank you in advance for your reply.
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1 week ago
TranslationDear Mr. Attila,
Thank you for your message.
I cancelled the bonus at that moment, as I assumed I was in real money mode.
My idea was that I could simply remove the bonus and then continue with my real money balance or withdraw it.
I was unaware that cancelling the contract would result in the complete loss of all associated profits. The cancellation process neither displayed a specific amount nor clearly indicated the financial consequences of this decision.
Best regards
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6 days ago
Thank you for your response. I would appreciate it if you could share any supporting evidence, such as screenshots or videos, related to the technical malfunction that occurred prior to the cancellation of the bonus. Furthermore, has the casino provided any solutions to address this issue, such as the return of your original deposit or the reinstatement of the bonus?
I look forward to your reply.
