Casinoly Casino - Nach Problemen mit der Auszahlung ist der Zugriff auf das Spielerkonto eingeschränkt.

Good morning

After winning 2883, they decided to limit my bets to pennies. I proceeded to withdraw my winnings via crypto, and to ensure my withdrawal arrived, I only withdrew €30. Seven days later, my money arrived in my crypto account. I then tried to withdraw €500, which not only failed to arrive but also prevented me from accessing my account to make further withdrawals.

Thank you

Buenos días

Tras ganar 2883 deciden limitarme a apostar céntimos. Procedo al retiro y retiro por crypto y para asegurarme que mi retiro llega retiro solo 30e. A los 7 días llega mi dinero a mi cuenta de crypto. Procedo entonces a retirar 500e que no solo no han llegado sino que me impiden acceder a mi cuenta para proceder con más retiros

Gracias

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoly Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Could you tell me how long you were a player at the casino and exactly when your account was blocked?

Approximately 40 days

How did you find out your account was blocked?

When I tried to log in to withdraw my money, it denied me access.

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

Sports betting and casino

Did you achieve your current balance with the help of a bonus?

No

Could you share your communication with the casino regarding this issue with me? Please send me emails or chat transcripts to my email address. tomas@casino.guru or post screenshots here

I'm sending you an email

Podrías informarme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

40 días aproximadamente

¿Cómo se enteró que su cuenta estaba bloqueada?

Cuando intenté entrar a retirar mi dinero y me impidió el acceso

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

Apuestas deportivas y casino

¿Lograste tu saldo actual con la ayuda de un bono?

No

¿Podrías compartir conmigo tu comunicación con el casino sobre el problema? Envíame correos electrónicos o transcripciones de chat a mi correo electrónico. tomas@casino.guru , o publique capturas de pantalla aquí

Te envío email

Dear diegol77,

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, Mirka (miroslava.d@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,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinoly Casino representative to join this conversation.

Dear Casinoly Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Great, thank you so much!

Genial muchas gracias

Hello

Does anyone at the casino want to answer?

Hola

Nadie del casino quiere responder?

Dear all,

We truly appreciate your patience.

diegol77, we have contacted you via email in order to request documents for the verification.

Best regards,

Casinoly Team

I sent those documents weeks ago.

Esos documentos los mandé ya hace semanas

I want the payment to be made in crypto since my income was also made that way

Thank you

Quiero que el pago se efectue por crypto ya que mi ingreso fue también así

Gracias

I just sent them the documentation again.

Greetings

Acabo de enviarles la documentación de nuevo

Saludos

Dear Casinoly Casino,

Could you please provide us with an update on player's verification and withdrawal process?

I don't understand?

No entiendo?

Hello

Any updates on my crypto money?

Thank you

Hola

Alguna novedad de mi dinero por crypto?

Gracias

Dear all,

We truly appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team. Once there is an update we will inform you immediately.

Best regards,

Casinoly Team

Dear Casinoly Casino,

We will be waiting for your update.

Thank you for your cooperation.

I'm still waiting for my money via crypto. I sent everything they asked for days ago.

Sigo esperando mi dinero vía crypto. Hace días que envié todo lo que me pidieron

Dear all,

We would like to kindly inform you that we are in touch with our relevant department and please rest assured that we will have updates for you as soon as possible.

Thank you again for your patience and understanding.

Best regards,

Casinoly Team

Dear Casinoly Casino,

Please provide us with an update as soon as possible.

I'm starting to worry about my money.

Nobody says anything for six days

Empiezo a estar preocupado por mi dinero.

Nadie dice nada en seis días

Dear diegol77,

We truly appreciate your patience.

We would like to inform you that your documents have been forwarded for the final verification.

Thank you for the cooperation.

Best regards,

Casinoly Team

Dear Casinoly Casino,

Could you please provide us with an update on player's verification process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

And my €2800???

Y mis 2800e???

Good morning!

Please pay me all my money, it's mine!!

I'm worried

Thank you

Buenos días!

Por favor paguenme todo mi dinero, es mío!!

Estoy preocupado

Gracias

Casinoguru, please don't abandon or close my case. You owe me a lot of money.

Thank you

Por favor Casinoguru no abandonen ni cierren mi caso. Me deben muchísimo dinero

Gracias

Dear all,

Thank you for patience.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Casinoly Team

Thank you, please help me

Gracias, por favor ayudeoe

Good morning

Any news?

Thank you

Buenos días

Alguna novedad?

Gracias

Dear Casinoly Casino,

Please provide us with requested information as soon as possible.

We are extending the timer by 7 days. If the casino fails to provide requested information in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please don't leave me hanging. It's my money.

Thank you

No me dejen colgado por favor. Es mi dinero

Gracias

Hello

Why aren't they answering, Casinoly?

I don't understand their lack of ethics and formality.

They owe me 2800 euros and that's called stealing

Hola

Casinoly por qué no contestan?

No entiendo su falta de ética y formalidad

Me deben 2800e y eso se llama robar

Dear diegol77,

The casino stopped replying and failed to provide information needed for resolution of the case. Since we are unable to continue with investigation, I have no choice but to close this complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.In case the complaint will be reopened, you will be notified by email.

Given that the casino is not licensed, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Mirka