The player from Greece accused Casinoly of unfairly reducing his winnings from €290 to €50 after using a €10 bonus, claiming that the terms had not been clearly stated. He reported that his attempts to contact the casino went unanswered. The Complaints Team reviewed the casino's rules and confirmed that the reduction was in accordance with the stated terms regarding maximum withdrawal limits on bonus winnings. Consequently, the complaint was rejected as the terms were deemed valid.
Casinoly Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €200
Casinoly Casino
Safety Index:Very highCase summary
Discussion
Public
Public
11 months ago
Translation
Title: Unacceptable company – They steal players' winnings!
Review:
Casinoly is a scam! They gave me a €10 bonus, I played fairly and won €290. Suddenly, without any warning, they dropped my balance to €50, citing some "terms" that were never clearly stated during the game.
The worst part? When I tried to contact them, they completely ignored me! No answer, no explanation, they just wiped out my winnings.
This is clearly a deceptive practice and shows that the company does not respect its players. If you are looking for a fair and trustworthy casino, STAY AWAY from Casinoly! There are many better options without such scams.
I will take legal action and report this to the regulatory authorities. Don't fall into their trap!
Automatic translation:
Public
Public
11 months ago
Dear fifaf8645,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoly.
I checked the rules of the casino and found this:
7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise we'll close your complaint. Thank you for your understanding.
Best regards,
Tomas
