Casinoly - Der Spieler kann sein Konto aufgrund eines Kartenproblems nicht verifizieren.

Hello, I have a player account at Casinoly. I make my deposits using my credit card. I cannot verify my bank account because they are asking for a completely different card number. I have been writing to support for a long time and I am not receiving any concrete answers.

Hallo , ich habe eine spielkonto bei Casinoly .Meine einzahlungen mache ich von meine Kreditkatre . Ich kann nicht meine Bankkonto verifizieren weil die möchten von mir eine ganz andere Kartennummer. Seit längere Zeit schreibe ich der support und ich bekomme keine konkrete Anwtort .

Dear geri7771,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

yes .all other personal documents have already been verified

ja .alle weiteren persönlichen Dokumente sind schon verifiziert

I have written several emails to the casino support, but the answers are not

Ich habe mehrere E-Mails den Support de Casino geschrieben, die Antworten nicht

Why don't I get an answer to my complaint????

warum bekome ich keine antwort af meine beschwerde ????

Thank you very much, geri7771, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you geri7771 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoly for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

Hello, I have been trying to solve my problem with Casinoly for 3 months.

I made a deposit from my VISA card and played with it. I got used to it without BONUSES. When I requested a withdrawal, Casinoly wanted me to verify my account card. But they asked me for a different account number with different account details to verify. I wrote to support several times and they didn't answer me.

Hallo, mein Problem mit Casinoly versuche ich seit 3 Monate zu lösen.

Ich habe eine einzahlung von meine VISA karte überwiesen und damit gespielt. Ohne BONI habe ich gewohnen. Bei Anfrage zum Auszahlung - Casinoly wollte das ich meine kontokarte verifiziere . Aber die haben von mir eine andere kontonummer mit andere kontodaten zum verifizieren verlang. ich habe mehrere male mit support geschrieben und die antworten mich nicht.

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.

Thank you for providing me with the information Casinoly representative.

Dear geri7771, the casino representative has provided me with your transaction history where it is visible that the requested card was used to deposit into the casino in December of last year. Was your account used by any other person other than yourself? Unfortunately, I won't be able to assist if you can't provide the statement of said card. Thank you for your understanding!

But the last deposit of €150 that I played with and that amount was withdrawn from my account. That's a stupid excuse from the casino that at some point in time some money was deposited from another account. There are at least 20 deposits that were only made from this Visa card in my account and also the last deposit. What was played with was only from a Visa card. That's a stupid excuse from the casino that the deposit was made sometime in December. Nothing was won with this amount and that means nothing is relevant with the payout and with playing with my last deposit.

Aber die letzte Einzahlung über 150 € wo ich mit gespielt habe und diese Betrag gewohnt habe der hat ausschließen von meine konto stattgefunden. Das ist eine blöde Ausrede die Casino dass irgendwann irgendwelche Geld von irgendwann eingezahlt wurde von eine andere Konto. Da gibt’s bestimmt 20 Einzahlungen, die nur von diese Visakarte von meine Konto stattgefunden haben Und auch die letzte Einzahlung. Womit gespielt ist, ist wir dann nur von Visakarte. Das ist eine blöde Ausrede von Casino, die Einzahlung von irgendwann von Dezember eingezahlt wurde. Mit dieser Betrag ist gar nichts gewonnen und beziehungsweise ist nichts relevant mit der Auszahlung und mit Spielen über meine letzte Einzahlung.

Dear geri7771, I understand your frustration but if this card was used you'll need to verify it regardless of when it was used. Please understand that KYC is a very important and essential process, none of the licensed casinos takes KYC lightly. I recommend providing the requested document otherwise I won't be able to assist you further in this matter. Thank you in advance for your cooperation!

Dear geri7771,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.