Casinoly Casino - Player’s winnings are confiscated due to bonus cancellation.

Complaint Specialist

Public

2 months ago

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Complaint Specialist

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2 months 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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anemos7777

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Germany

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2 months ago

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Dear 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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anemos7777

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Germany

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2 months ago

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I 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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anemos7777

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Germany

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2 months ago

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Attached is the rejection letter from the casino.

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anemos7777

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Germany

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2 months ago

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Dear 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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anemos7777

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Germany

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2 months ago

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Dear 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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anemos7777

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Germany

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2 months ago

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Dear 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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anemos7777

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Germany

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2 months ago

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I 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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anemos7777

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Germany

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2 months ago

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The 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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Complaint Specialist

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2 months 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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anemos7777

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Germany

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1 month ago

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I 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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Complaint Specialist

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1 month 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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anemos7777

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Germany

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1 month ago

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Dear 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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Complaint Specialist

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1 month 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.

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anemos7777

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Germany

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1 month ago

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Thank you for your message.

Unfortunately, I have no proof of the technical malfunction, as the game restarted immediately after the win and the screen briefly went black. Therefore, I was unable to take any screenshots or videos.

The fact is, however, that I cancelled the bonus myself – out of panic and stress at that moment.

The casino has not yet offered me any solutions, neither a refund of my original deposit nor the reinstatement of the bonus. You can find the casino's response above; I have already sent you a screenshot of it.

Even a possible refund of the €80 would in no way be adequate or comparable to the potential profit of around €9,000.

Thank you for your support. I look forward to your feedback.

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Complaint Specialist

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1 month ago

Dear anemos7777,

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, Stefan (stefan.m@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,

Attila

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Casino Analyst & Complaint Specialist

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1 month ago

Dear anemos7777,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Casinoly Casino to join this conversation and assist in addressing the complaint.

Dear Casinoly Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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Casino representative

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1 month ago

Dear anemos7777,

Thank you for reaching out to us.

After investigating your claim we would kindly like to inform you that within our terms and conditions 7.11 it is stated that you will first wager your real money. After your deposited money is fully wagered the bonus will be wagered.

Furthermore please note the following paragraph:

7.13: Costumers attempting to withdrawal funds before wagering requirements are met will have their bonus balance and all their winnings derived therefrom voided.

The mentioned bonus money of approx. 9000 EUR are not real winnings as the bonus was not yet wagered.

Furthermore, please note that the actual wager can always be seen on your account or requested by the costumer support. Therefore, you were able to see that the bonus was not yet wagered.

We hope this helps to clarify the case.

Kind regards,

Casinoly Team

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anemos7777

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Germany

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1 month ago

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Thank you for your feedback.

I understand the bonus terms and conditions. However, my concern is that the information regarding the bonus status and the financial consequences was not clearly and unambiguously displayed during the actual cancellation process.

At the time of cancellation, no specific amount of money to be lost was displayed.

Best regards

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Casinoly Casino,

Thank you for your response and continued cooperation.

Could you please clarify how the player was informed that the bonus winnings would be cancelled upon requesting a withdrawal? We would appreciate any evidence or explanation showing that this information was clearly communicated to the player in advance.

I look forward to your response.

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Casino representative

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1 month ago

Dear Stefan,

Thank you for your reply.

Please note that the player was having no real money amount on his account and was playing ( as he also stated) with his bonus money.

Within the players account he is able to see the current wager of the bonus.

The bonus was not yet fully wagered and the player requested a withdrawal.

It is clearly stated within our terms and conditions and details of the bonus what are the wager requirements and that the bonus will be released once the wager is complete.

However, the player still placed a withdrawal before the wager was complete.

We would like to point out again that all those information are clearly stated in the terms and conditions.

Furthermore, the player was aware of the fact that he was playing with his Bonus and not real money, as he also stated above.

It is also clear that bonus money is not available for withdrawal.

On his account he was able to see that the bonus is active and no real money is available.

Based on those information we would kindly like to ask you to review the complaint.

Kind regards,

Casinoly Team

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Casinoly Casino,

Thank you for your response and continued cooperation.

Could you please clarify whether the player received any popup notification or warning informing them that the bonus funds would be voided after requesting a withdrawal?

We would appreciate any evidence confirming that this information was clearly communicated to the player.

We look forward to your response.

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Casino representative

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1 month ago

Dear Stefan,

Thank you for your reply.

Please be informed that we are currently consulting with the relevant department and will provide further information as soon as possible.

We thank you for your understanding.

Kind regards,

Casinoly Team

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Casino representative

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1 month ago

Dear Stefan,

Thank you for your patience.

We would kindly ask you to check your emails where we provided additional proof of the case.

We hope this helps to clarify the matter.

Kind regards,

Casinoly Team

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Casino Analyst & Complaint Specialist

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3 weeks ago

Dear Casinoly Casino,

I have responded to your email and will be awaiting your reply.

I look forward to your reply.

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Casino representative

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2 weeks ago

Dear Stefan,

Thank you for your reply.

Please be informed that we are currently discussing this matter internally and will provide further details as soon as possible.

We thank you for your understanding and patience.

Kind regards,

Casinoly Team

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Casino representative

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2 weeks ago

Dear Stefan,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with further information in this case.

We hope this helps to clarify this matter.

Kind regards,

Casinoly Team

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Casino Analyst & Complaint Specialist

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1 week ago

Hello anemos7777,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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Casino Analyst & Complaint Specialist

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1 week ago

Dear Casinoly Casino,

Thank you for your continued cooperation.

I have responded to your email and will now be awaiting your reply. Once we receive your response, we will continue reviewing the matter accordingly.

I look forward to hearing from you.

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