Good morning,

I have been playing at Casinoly Casino for months now. I've lost about €5000, which was fine since it is, after all, a game of chance. However, what has happened recently is incredibly outrageous.

Yesterday, I won €600 from a €30 deposit at the casino. This morning, I woke up, checked my account, and only €150 was left. Somehow, €450 was just withdrawn, and by whom?

By Casinoly itself. I CAN'T believe it. I contacted support, and they said the finance department withdrew the amount since it was accidentally added before. But that can't be true. I won the amount gradually in roulette and other casino games. They are simply stealing money from us and lying. Please help me get my €450 back. I chose this casino to play at because it was rated as very secure.

Guten Morgen,

ich habe schon monatelang im casinoly Casino gespielt. Ich habe bestimmt 5000€ verloren, was aber in Ordnung war, da es sich natürlich um Glücksspiel handelt. Was sich aber nun ereignet hat ist unglaublich frech.

Ich habe gestern im Casino 600€ gewonnen aus einer 30€ Einzahlung. Heute morgen wache ich auf, schaue auf mein Konto und es sind nur noch 150€ auf dem Konto drauf. Es wurden einfach 450€ abgehoben, und von wem ?

von Casinoly selbst . Ich KANN es NICHT fassen. Ich habe den Support angeschrieben und der meinte die Finanzabteilung hat den Betrag abgehoben, da er vorher versehentlich hinzugefügt wurde. Das kann aber garnicht sein . Ich habe den Betrag nach und nach im Roulette und im Casino gewonnen. Hier wird einem einfach ganz Treist Geld geklaut und gelogen. Ich bitte sie mir zu helfen meine 450€ wieder zu bekommen . Ich habe das Casino zum spielen ausgew?hlt, da es hier als ganz sicher bewertet wurde.

Hello tiller52,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Was any of your previous deposits not credited into the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning

So my account is not verified yet because I have never withdrawn anything so far and it was therefore not necessary. The winnings were achieved with a €20 bonus that I received with my deposit.

Several months ago I deposited 20€ which never arrived, but that is not important to me, it is about the 450€.

I recently wrote to support about the situation. They said they had deducted the €450 because I was only allowed to win a maximum of €100 with the €20 bonus. But this is not true. The terms and conditions only state that with a "no deposit bonus" you can win a maximum of 5x. But I received my bonus through my deposit. So this argument from casinoly is invalid. I specifically read the entire bonus terms and conditions in English. The site and support are blatantly lying to me and simply stealing €450

Guten Morgen

also mein Konto ist noch nicht verifiziert, da ich bisher nie etwas ausgezahlt habe und es deshalb nicht notwendig war. Der Gewinn wurde mit einem 20€ Bonus erzielt, den ich durch meine Einzahlung bekommen habe.

vor mehreren Monaten habe ich mal 20€ eingezahlt die nie angekommen sind, aber die sind mir nicht wichtig, es geht um die 450€.

als letztes habe ich mit dem Support geschrieben über die Situation. Sie meinten sie h?tten die 450€ abgebucht, da ich mit dem 20€ Bonus maximal 100€ gewinnen darf. Dies stimmt aber nicht. In den Bedingungen steht nur das bei einem ?No deposit Bonus" ein Gewinn von maximal 5x erzielt werden kann. Meinen Bonus habe ich aber durch meine Einzahlung erhalten. Somit ist dieses Argument von casinoly hinf?llig. Ich hab mir extra die ganzen bonusbedingungen auf englisch durchgelesen. Die Seite und der Support lügt mich treist an und klaut einfach 450€

Hello tiller52,

Can you please forward your deposit and bonus history (also a window of the specific bonus you used if there is any) to [email protected] for further review?

Looking forward to hearing from you.

Regards,

Nick

Good day

I sent the required documents to your email. In the meantime, I wrote to support again. They claim that you can win a maximum of 5x with a no deposit bonus (the bonus amount was €20). However, my bonus was not a "no deposit" bonus. I deposited €20 to get the bonus. So this reasoning is invalid. In my opinion, their behavior is very dubious.

Guten Tag

ich habe die ben?tigten Dokumente an ihre email gesendet. Ich habe zwischenzeitlich nochmal mit dem Support geschrieben. Dieser beruft sich darauf, dass man mit einem No deposit Bonus maximal 5x gewinnen kann (der Bonusbetrag waren 20€). Jedoch war mein Bonus kein ?No deposit" Bonus. Ich habe 20€ eingezahlt um den Bonus zu bekommen. Somit ist diese Begründung hinf?llig. In meinen Augen ist deren Verhalten sehr unseri?s.

Hello tiller52,

Is there any deposit only history? From the screenshots your provided all the transactions seems like to be bonus claims.

If there is a deposit only history, please forward it to [email protected] as well.

Awaiting your response.

Regards,

Nick

I have now also sent you the deposit receipts for real money to the email address mentioned

Best regards

Ich habe ihnen nun auch noch die Einzahlungsbelege für echtgeld an die genannte Email gesendet

liebe Grü?e

Thank you tiller52 for all the information provided.

As we will need further information regarding the "accidentally added balance" directly from the casino, I will be forwarding your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Are you still working on the case?

I have provided all documents and have had no answer for 11 days ??

Best regards

Arbeiten sie noch an dem Fall ?

ich habe alle Dokumente zur Verfügung gestellt und habe seit 11 Tagen keine Antwort ??

liebe Grü?e

Hello, tiller52,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Casinoly team,

Could you please explain the player's situation in more detail? Why have the disputed winnings been confiscated?

Is the casino able to substantiate its claims and decision with relevant evidence and the applied rule(s)?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

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.

Dear Branislav,

We would like to kindly inform you that according to article 7.6 from our Terms and Conditions, the maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example, the maximum amount to be credited in the real balance from a 10EUR the bonus will be 50EUR. Any winnings above 50EUR will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Casinoly Casino Team

First of all, you are concerned with article 7.16 not 7.6. This article again refers to a casino bonus "without deposit"

However, I received my casino bonus through my deposit, which is why this article or the condition is not valid here. In my deposit history you can also see that I deposited before receiving the bonus. Best wishes

Als erstes geht es Ihnen um den Artikel 7.16 nicht 7.6 . Dieser Artikel bezieht sich wiederum auf einen Casino Bonus ?ohne Einzahlung"

Mein Casino Bonus habe ich jedoch durch meine Einzahlung bekommen weswegen dieser Artikel bzw. Die Bedingung hier nicht gültig ist. In meiner Einzahlungshistorie kann man auch sehen, dass ich vor Erhalt des Bonusses eingezahlt habe. Liebe Grü?e

Hello ?

Are they still working on the case? It's been over a week since I received a response.

Hallo ?

Bearbeiten die den Fall überhaupt noch ? Eine Antwort ist schon über eine Woche her.

Greetings all,

I am sorry for the delay.

Dear Casinoly Casino Team,

Thank you for your response. Yes, I requested you send the necessary details and supporting evidence to my email address ([email protected]), to substantiate your claims, the related rules applied, and the casino's decision regarding the user's winnings.

Do I understand correctly it took almost 2 weeks for you to provide us with one allegedly applied rule, which even does not have to relate to the matter?

Please provide the following:

• A related part of the user's transaction (deposits) history and bonus history, with clarification from which exact deposit and bonus the complainant accumulated the disputed amount/confiscated winnings
• A related part of his game logs, showing his last real money deposit before the disputed funds were accumulated, his play before the bonus in question was claimed/activated, his play when the bonus was active and until the WRs were fully met, until the moment when the casino deducted €450 from his balance
• Information on what exact bonus was used and a link to or a screenshot of the specific rules valid for the bonus if there were any or the information if only general bonus rules applied
• Anything else you consider relevant and supports/proves your claims

Feel free to use my email mentioned above.

Please note if you fail to cooperate, we will be forced to think about the complaint closure, however, not in favour of the casino.

Thank you for understanding. Looking forward to hearing from you.

Dear Branislav,

We apologize for the delayed reply.

Please be informed that we provided you with the additional evidence via email.

Best regards,

Casinoly team

Greetings all,

Thank you for your email and the details with explanation, Casinoly team.

Can you please look at my last email regarding the matter and provide me with the requested?

Thank you.

Dear Branislav,

Thank you for your patience.

Please be informed that we are checking your email with priority and we would get back to you as soon as possible.

Best Regards,

Casinoly Team

Greetings all,

Dear Casinoly team,

Some time has passed since your last response. Any news or updates, please?

Thank you. Looking forward to hearing from you.

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.

Dear tiller52,

We are sorry to hear about your experience.

We kindly request you to please give us some more time as we are checking your case with our relevant departments. We will try our best to help you in this situation as soon as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Casinoly team.

Greetings,

Alright, extending the timer for the casino again.

Dear Casinoly team,

Feel free to inform us about any news or updates.

Thank you.

Dear all,

We would like to kindly apologize for the delay.

Dear Branislav,

We would like to inform you that the requested information will be provided as a matter of urgency.

Thank you for your cooperation.

Kind Regards,

Casinoly Casino Team

Dear Casinoly Casino Team,

Thank you at least for informing us about the still ongoing process and that someone is likely looking into the matter.

Unfortunately, I have not received anything back from you.

Can you provide us with an update?

Thank you.

Hello Braislav,

We would like to inform that we have replied to your email and we will kindly wait for your update.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Best regards,

Casinoly team.

Greetings all,

Thank you very much, Casinoly team, for your emails and all the provided information!

Dear tiller52,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified.

In short, at the time you grab the reward in a game where you did not spend any money to play, your real money deposit was already lost, so it could not have been a deposit bonus related to the deposit in question. Since the funds were considered winnings from a no-deposit bonus, the maximum cashout rule (5x the initial bonus amount) applied to these winnings upon requesting a withdrawal. In addition, you were lucky because the casino left more in your real money balance than you were supposed to have, apparently by a mistake on the casino's side. If I understand correctly, ultimately, you did not withdraw it, but lost by playing at the casino.

To be honest, I really do not understand what this was about. Everything took place in accordance with the casino's Terms and Conditions, and you were left more than you were eligible for.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Best regards,

Branislav, www.kpvfaw.com