Casinoly - La cuenta del jugador fue bloqueada.

Hello,

I won just over €4000 at Casinoly. But I can no longer access my account because it was blocked by the Abmistrator.

I don't know how or why.

Best regards

Kristina P***

Hallo,

habe etwas knapp über 4000€ bei casinoly gewonnen. Kann aber nicht mehr auf mein Konto zugreifen weil dieses durch den Abmistrator gesperrt wurde.

Ich weiß nicht wieso oder warum.

Liebe Grüße

Kristina P***

Dear lakissa1311,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which games did you focus on while your account was active - slots, live casino, sports betting, etc.? Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

No, no bonus was active. Regarding KYC, I only received the email that I didn't have to verify myself. And the game was called supreme hot

Nein es war kein Bonus aktiv. Bezüglich KYC habe ich nur die Mail erhalten ich müsse mich nicht verifizieren. Und das Spiel hieß supreme hot

Maybe it's important to note that the account deactivation came after the second withdrawal request and of course I wrote off the support beforehand regarding KYC

the answer was then to deactivate the account.

vllt ist es wichtig anzumerken dass die Account Deaktivierung nach zweiten Auszahlungsanfrage kam und ich natürlich den Support vorher bezüglich KYC abgeschrieben habe

die Antwort war dann die Kontodeaktivierung.

Thank you very much for your reply, lakissa1311. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear lakissa1311,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.