The player from Saskatchewan had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. He reported that his account was later frozen, with deposits, withdrawals, and game access blocked, and that his KYC had been submitted but then removed/denied after more than three weeks. He said his balance of $161,664.87 had been built mainly through slot play using $40 in total deposits, but he did not provide the requested correspondence showing that a casino representative had authorized the second account. We therefore could not support his complaint, as the available evidence indicated a multi-accounting breach and the casino’s confiscation of the winnings was upheld, so the complaint was closed as rejected.
Etheryl.io Casino - Player claims that payment has been delayed.
Unjustified complaint
Amount: C$159,818
Etheryl.io Casino
Safety Index 7.4 Fresh casinoCase summary
Was invited to try out yhis casino by michael the vip manager who promised nothing but smooth game play top notch service and him pwrsonally looking after me. Well after depositing 40$ and winning 159818.51 cent he shit down my account wont reply to emails and im upset and want my money
Important notice:
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Dear Omw2fyb,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Today is thursday and micheal the vip manager who promised he would personally be lpoking into my issue about winning withdrawls and my kyc verification approval and i have not gotten a reply which imfrom my experience is not how any serious vip mamager acts. I cash in my rakeback funds to make my total pending amount is 161664.87 . I cannot deposit i cannot withdrrawl i cant play ganes or access live games either.
The support keeps saying to watch for the "TEAMS" email about whats going on with mt account. Here is some evidence to prove my case.
Hello,
I'm following up on my complaint regarding Etheryl.io Casino (username 0mw2fyb), currently posted in the Discussion section.
Etheryl has now told me directly, by email, that they are "aware" of this complaint. That is not a resolution and it is not an official response through your platform. I have not seen any reply from them posted in my complaint thread, and I have received no timeline, no explanation, and no movement on my withdrawal.
Given the pattern of delay tactics I've experienced directly (repeated promises of "Thursday" verification going back weeks, an account that lets me deposit and wager but not withdraw, and now silence after claiming awareness of this complaint), I am requesting that this be escalated to your formal Complaint Resolution Center with an assigned mediator, rather than remaining in the public Discussion section.
I have extensive documentation: the full email thread with Etheryl's "VIP manager" Michael and support contact Dylan, screenshots of my account balance and wagering requirements, and dated records of every promised resolution date that was missed. I'm ready to send all of this to whoever is assigned to my case.
Please confirm next steps and expected timeline for a mediator to be assigned.
Thank you,
[redacted]
I wanted to add the most recent email I received from Etheryl.io (from a staff member identifying as "Alex"), stating my account is "under investigation." This confirms my account still has not been verified or my withdrawal approved — so the standard 14-day payment processing window doesn't apply yet, since that only starts after approval. I'm submitting this to keep the record current while I wait for a response.
Dear Omw2fyb,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
No nothibg has been resolved. Instead they have froze my wallet , blocked deposuts and wutdrawls, took away all access to any game play , denied my kyc and everytime i ask chat whats up with tgubgs i get told their team will co tact my thru email which they have not . I also been conravted by a new vip manager offering deposit bonuses and asking if i need any help with game play or banking. Like HELLO LOOK AT MY ACCOUNT BUDDY. IM FROZEN AND SO IS MY 161K. WHAT KIND OF MANAGER DOESNT EVEN KNOW THAT ABOUT HIS PLAYERS. I FEEL LIKE I GOT SCAMMED AND A VICTIM OF FRAUD.
so the clowns have officially locked me out of my account now. Not mailed me bacl after 10 different chat messages saying they will stole my deposits, high jacked 161 thousand dollars in winnings and im furious. This needs to be address NOW. IM SENDING ALL MY EVIDENCE TO THEIR LICENSING DISTRIBUTOR AND NOT BEING QUIET ABOUT THIS TRASH SCAMCINO.
Dear Omw2fyb,
I understand how concerning this situation must be, particularly given the significant balance involved and the fact that your account has now been restricted. To better understand what happened and determine how we can assist with the mediation, I would appreciate some clarification on the following points:
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Which documents did you provide for KYC verification and when did you send the last one?
- What is the current balance and how was the balance of $161,664.87 accumulated? Please clarify how much came from deposits, regular gameplay winnings, rakeback, bonuses, or any other source.
- Could you provide the correspondence with Michael regarding the two accounts, particularly the messages where he instructed you to create the second account or provided the login link? Please post screenshots of relevant correspondence. This may be important in determining how the second account was created and used.
Once we have this information, we should have a clearer picture of the dispute and the specific issue that needs to be addressed with the casino.
I played slots. Won most of it buying bonus rounds provided a selfie and my driver license , $161,664.87 is the final balance and I deposited 2 times for a total of $40.00 .
Thank you for providing the additional information and clarifying that the current balance of $161,664.87 was accumulated through slot play after total cash deposits of $40. We understand that the account is currently inaccessible and that the matter remains unresolved.
To help us establish the circumstances of the case and determine what specifically needs to be addressed with the casino, could you please clarify the following:
- When exactly were you completely locked out of the account? Please provide the dates and any relevant messages/screenshots so we can understand why your account was blocked.
- What was the exact outcome of your KYC verification? You mentioned submitting a selfie and driver's license and that KYC was denied. Please provide the casino's message explaining why the verification was rejected, if one was provided.
- Could you provide the correspondence with Michael showing how you were originally invited to the casino and, in particular, where he instructed you to create the second account? This would be important for assessing the circumstances surrounding the two accounts.
- Did you have any previous account, VIP status, or gambling activity with Etheryl.io or any of its related/sister casinos before Michael contacted you? If so, please provide the relevant casino names and account history, as this may help us understand how the VIP contact and account creation originated.
Once we have these details, we should have a clearer picture of the account restriction, the KYC issue, and the circumstances surrounding the two accounts.
Hello Jean and the Casino Guru team,
We have sent a detailed response directly to your email regarding this case, including the requested clarification regarding the affiliate account and the player's multi-accounting history.
We look forward to your review and remain available if you need any further information or evidence from our logs.
Kind regards,
Etheryl Compliance Team
Ive been locked out for over 21 days
Kyc was submitted then removed by them over 3 weeks after submitting it
No other affliiaton with any other casino i know lf wifh either michael or etheryl
Dear Omw2fyb,
Thank you for your patience while we reviewed the information provided by both sides.
Based on the available evidence, we are unable to support your complaint regarding the confiscated winnings.
You confirmed that two separate accounts were created. You stated that the second account was created following instructions from Michael and that the account containing the disputed winnings was funded with real-money deposits. However, despite being asked several times, you have not provided the correspondence showing that Michael or another casino representative specifically instructed or authorized you to create an additional account.
Creating multiple accounts and claiming promotional offers on more than one account generally constitutes a serious breach of casino terms. For these reasons, and based on the information currently available to us, we cannot conclude that the casino acted incorrectly when it applied its multi-accounting and bonus rules to your winnings. We will therefore close this complaint as rejected.
We understand that this is not the outcome you were hoping for. Thank you for your cooperation throughout the complaint process.
Best regards,
Jean
Casino Guru
