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
Safety Index:Very highCase summary
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4 days ago
Translation
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
Automatic translation:
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3 days ago
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3 days 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
