Etheryl.io Casino - general discussion (page 6)

Hi,

My complaint is currently open against Ethery it can be seen on there. Essentially Etheryl shouldn't have reopened my account which resulted in a significant gambling loss for which I am seeking remedy.

Hi Sjabb,

sorry to hear that you've went through this. I've scanned through a lot of complaints and the casino seems to say "multiple accounts" for several of them. I'm hopeful my complaint will be reviewed objectively as per the evidence I've provided. I also wanted to ask, you weren't allowed to see the evidence the casino had even though it involved your account?

Ok, I understand where the frustration comes from. The truth is that being a mediator does not mean that they can publicly share information from casino systems. In most cases the mediators are not allowed to do that and that's the fact. Therefore, I understand that the easiest conclusion is the one you reached. But it's still not okay to post accusations about how specific mediators are paid by the casino on the forum; I hope that much is clear. I understand that from the players' side, it feels totally unfair, and I cannot change that.

It's the same logic as when casinos don't share details when closing accounts with a specific player; we see the proof, and no one else can. One more thing: it's not transparent enough; however, it's the only way the casino will address the complaints. It's a weak spot and I respect your feelings. Just please keep it decent; that's all I ask. I'm sorry the mediators could not support your claim.

Thank you for clarifying. So the core of your complaint is that the casino reopened your account after a previous self-exclusion, which then resulted in significant additional losses.

The timing and reason for the original closure, the way the account was reopened, and the losses that followed will all be important when assessing the situation. Since your complaint is already open and you have provided the evidence there, please continue sharing any new communication or developments directly in that complaint.

I hope the situation can be assessed fairly, although I do not want to predict the outcome before our complaints team has reviewed all the available information.

Hi Porsche,

unfortunately not and that’s the most frustrating part, as a player who wins, you need to know why you are not getting paid, initially the casino didn’t cooperate with me for a month because they simply kept me on hold giving excuses. This is when i opened my complaint here hoping to accelerate the process, if anything its the worst decision i did, not only i wasted 3 months because of an incompetent mediator, i am not allowed to see the evidence although it should be fully in my rights to see why the casino is not paying me or blaming me for. I lost hope in all casinos at this point because no matter what if they decide not to pay you there’s nothing you can do. Most of them nowadays put the multi account breach in their T&C’s so they can screw customers when they win big and just blame it on that without proof.

i wish you the best, but in all reality, you will wait at least 2-3 months before getting a verdict here and get the final response that nothing can be done… Etheryl is a con casino and the complaints over the course of the months show it.

Don’t be sorry, just to prove to you the casino is full of BS, after the verdict they said they can refund me my deposit. what’s funny is that i said go ahead since there was nothing else to be done, they sent it to my one and only account and asked me to to go back and withdraw. If i had other mutiple account, wouldn’t you think the casino would have asked me which account should we process the withdrawal since you have another one? How come the assumed to refund my original and only account? Because there was non other. That comes to prove to you they know damn well i didnt have any other ones. And also confirms me your mediator did a very poor job and im still 100% positive there’s absolutely no evidence, she just felt lazy and closed the case, i have shared all the info proving my wins and pas withdrawals and somehow she sided with them for God knows whatever reason. If i can’t see the evidence of their scam, you guys are to be blamed for as much. I want to have someone else redo my complaint i still think this casino should not be getting away to protect players. Dont get mad when i say mediators might get paid because when i see results like this there’s no other logic behind it.

Have you written a review on trust pilot? I just wrote one on there seems to be one of the only platforms they respond on allegedly. My review did drop their rating by .1 from 4.4 to 4.3. So maybe now they'll review and respond ?

i just did, and as usual they will try to remove it lol because they know the truth. They also flag our comments not to publish the truth.

Hopefully not. I believe if we have factual information it should be reviewed,

I don't think any of us want to be here unless we feel like we have a strong case as it takes a lot of time. I have seen some fair rulings on casino guru- fingers crossed.

It’s really you and your luck on which mediator you fall on, if it’s someone willing to fight and have fair play then you’re blessed, on the other hand there’s lazy ones too like the one i had… Etheryl would reply after 2 weeks everytime and she will let it pass… i would also write to her in private mentioning the timer has passed after 7 days why always let them get away with it… also, i told her if Etheryl had a strong case and evidence against me it wouldn’t take 3 months to close the case it would have been obvious on the spot i would have other accounts, but hey she chose the easy way out and closed it. I hope for you the one addressing your file will be a good one, there’s still hope!

Hi I'm hitting the 6 day mark since I submitted my additional information and responses to my mediator. We're pretty close to the 7 day mark and Etheryl hasn't been involved yet. Will I receive an update as my request requires Etheryl to provide chat logs of my original account closure.

Thank you, let me put it this way:

I understand why you view the refund as confirmation of your perspective. But returning the deposit to the account involved in your complaint doesn’t tell us whether there were other linked accounts. They already knew which account the deposit came from, so they wouldn’t need to ask you where to return it. That alone doesn’t prove either side right.

I also want to clarify something from my previous reply: the mediators reviewed the information provided and couldn’t support your claim. I understand that, from your side, this still feels like siding with the casino, especially when you haven’t seen the evidence yourself. I’m not asking you to pretend you’re satisfied with that.

I think this is where I need to explain the conclusion and the approach more clearly. You provided your side of the situation and the information supporting your claim, and the casino also provided information from its side. The complaints team then had to assess whether, considering both the information you provided and the applicable rules, they could support your claim to the winnings.

Based on what the casino provided, they couldn’t.

But that is not the same as saying that you deliberately created multiple accounts or tried to cheat the casino. That’s not what we’re saying.

The casino showed account links that the team couldn’t reasonably dismiss. Those links prevented them from confidently supporting your claim. With online accounts, verifying who is behind them and how they are connected is unfortunately more complicated than checking someone’s ID when they walk into a physical casino.

I understand that, for you, the practical result is the same: you haven’t received your winnings. But there is still an important difference between "we couldn’t support your claim based on the information available" and "we confirmed that you intentionally broke the rules." Please don’t read the first as the second.

The deposit refund doesn’t resolve those account links either. I understand why it feels significant to you, but it doesn’t change what the complaints team was able to establish.

You don’t have to agree with the outcome. But please stop presenting it as proof that the mediator was lazy or paid by the casino. Your frustration is understandable; those accusations are still unsupported from where you stand. Get it.

Hi. The seven-day timer is the response window within the complaint process, but it does not necessarily mean that Etheryl must already be involved or that the requested chat records will be available by the seventh day.

At this stage, your mediator may still be reviewing the information you submitted and determining whether anything else is needed from you before contacting the casino. Once the preliminary information is sufficient, the Complaints Team can invite Etheryl to respond and request the relevant records concerning your original account closure. However, we cannot guarantee how quickly the casino will provide them or whether all of that material can be shared publicly.

Please wait for the current timer to expire and continue following the complaint itself. If it reaches zero without an update, you can leave a brief follow-up directly there. There is no need to open another complaint or send the same information elsewhere unless your mediator specifically asks you to do so.🙂

i will blame the mediator 100% she did a poor job i have all the evidence and i sent everything proving why my win was legit without any bonuses or free spins, the casino needed time to come up with a fraudulent excuse and sadly your mediator fell for it or just didnt fight for our rights. Perfect scenario for a scam casino. I request a revision from someone more senior, i did not wait 3 months to have my wins gone away to some con artist casino. The worst part by you guys defending it you’re allowing them to do the same to others hard earned income. I refuse to believe my evidence was not enough, it is all the proof you need i got cheated! If you do not want to have a relook at the situation and have this treated fairly, this will strengthen even more my doubts about your work ethics.

Hi the timer was extended as the mediator is away. That's quite unfair as I provided my information right away and my case is quite straight forward. The amount of money involved is quite large and Etheryl has been ignoring all of the correspondence I've sent them. I'm not sure why Etheryl hasn't been engaged in the process by now.

I understand that this may feel unfair, but there is nothing more we can do at this stage. The casino initially receives one week to respond. If it does not reply, we give it one additional week as a final opportunity to cooperate.

This extension is not intended to protect the casino or allow it to delay the case unnecessarily. If the casino still fails to respond through the complaint, by email, or through any other channel during that additional week, your complaint will be closed as unresolved.

You provided everything requested from you promptly, which helped avoid any delays on your side. You have handled your part correctly. Unfortunately, none of us can control whether or how the casino chooses to respond.

I understand you have your beliefs, expectations, and opinions. I won't continue, though, because for some reason, we are now discussing bonuses or free spins that are not by any means part of the final assessment, for example.

Therefore, I'm sorry, but I'm not able to follow those shifts and turns. I'm sorry we could not help support your claim against the casino.

All good 🙂

Hi Porsche,

see, exactly what i told you! They will keep extending the time for 2 weeks for each reply! That’s 2 replies per month when the casino even starts to jump in. You are looking at over 4-5 months of having this issue close a decision. Worst part? Etheryl exceeded the timeline of 2 weeks twice on my end and guess what? The mediators gave them an extra 3 days to comeback with replies, then they get mad when i have my suspicions on Casino gurus activity with Casinos…. Anyhow i’ll be rooting for you against this terrible fraudulent Etheryl casino. I will open my complaints elsewhere where they will be more competent than here.

Yeah, I can see that in the last post.

Given how long the case took, I'd very likely feel the same way. Just one thing if you don't mind. From another perspective, mediators want to resolve cases fairly, which includes information from the casino, so their first intention is not to close cases quickly and move on. Instead, they may provide additional time for both parties, since delays occur and a few days could bring resolution, especially when the casino has not been completely silent in other cases.

A closed case benefits no one.

But from your perspective, it's entirely different, and when I say I get it, I really do. There's no irony or sarcasm involved.

I'll be gone; have a wonderful weekend.

All good. 🙂