Casinoly - La cuenta del jugador ha sido cerrada.

Since two weeks i am going through hell with this Casino.

I spent about 2000 Euros in the Casinoly Casino and was lucky and got big Hit! I stopped playing with a Balance of about 9800 Euro. My First withdrawal got delayed and delayed and delayed with one excuse after the other.

All of a sudden my Account got closed.

After hundreds different excuses etc. i was told, that they are Not willing opening my Account, because they state that they can do because they have this stated in their Terms. Sorry? Closing Account Just because they want to???

Anyway they told me, that they are AS a "good will" they will withdraw my Balance.

Okay? Guess what!! They dont Accept my Passport. Why? They want an ID by the government? Since when is a Passport Not an Government ID? I have send them my Driver License. And guess what!! No answer!!!

They are even not willing answering to my Askgambler complaint. And i think we all know exactly why!!

Sorry but why is this Casino even mentioned here at Casino Guru?

Dear matthiasbitschnau,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise when exactly you provided the last document (driver's license)?

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

Hello,

No, I haven't paid out a single cent yet.

I've never played with a bonus either.

I sent the driver's license the day before yesterday and haven't gotten a response since.

Hallo,

nein ich habe noch keinen einzigen Cent ausgezahlt.

Habe auch nie mit Bonus gespielt.

Den Führerschein habe ich vorgestern geschickt und seit dem keine Antwort mehr bekommen.

Thank you very much for your reply, matthiasbitschnau. 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.

Hello Kristina,

Surprisingly, I received my first payment of 800 euros today.

However, I'm not entirely convinced that there's more to come.

Can we leave the complaint open until further payments are received?

Hallo Kristina,

ich habe erstaunlicherweise heute eine erste Zahlung über 800 Euro erhalten.

So ganz bin ich allerdings noch nicht überzeugt, dass da noch mehr kommt.

Können wir die Beschwerde noch offen lassen, bis die weiteren Zahlungen eingegangen sind?

Sure, I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Dear matthiasbitschnau,

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.