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I haven't been paid out €250 since October. 2 payouts of €100+€150 were set to pending. 3 times ID, verified after the 3rd time. Credit card and address are always checked twice. Account is now closed....lt. Email open and I should upload documents. Lies and fraud ..... I have proven no access. I need a legal action address over the operator

Seit Oktober werden mir 250 € nicht ausbezahlt. wurden 2 Gewinnauszahlungen 100€+150€ auf anhängig gesetzt. 3 Mal Ausweis, nach dem 3ten Mal verifiziert. Kreditkarte und Adresse 2 x immer in Prüfung. Jetzt Ist Konto geschlossen ....lt. Email offen und ich soll Dokumente Hochladen. Lüge und Betrug.....ich habe nachweislich keinen Zugriff. ich bräuchte eine Klagefähige Anschrift über den Betreiber

Dear Deiferl,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for withdrawals for three months. Could you please advise if they were your first withdrawal attempts in this casino or if you received any winnings previously? Which payment method you have opted for? If there’s any relevant communication from the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello Petronela, no, payments have already been made to my credit card. I was asking for research because I was not refunded a €6.58 win and free spins in the game Rise of Olympus due to the casino crashing and I couldn't get into this game for 3 days.....was in live chat immediately and took a screenshot.....nothing happened....then i rummaged around and found that 2 payouts are PENDING......inquiry to customer service remained unanswered how i can solve this problem. then I uploaded documents, the identity card was only verified the 3rd time, credit card and address uploaded 2 times and always being checked.... Now they have deactivated my account and claim it was released again so that I can UPLOAD documents. Now 06.01.23 20.30 account is still deactivated!

I want my money and then the casino DIED for me......something dubious!!!!!

Hallo Petronela, nein es wurden schon Auszahlungen auf meine Kreditkarte geleistet. Mir ist nach Forschen weil mir ein Gewinn von 6,58 € und Freispielen im Spiel Rise of Olympus nicht erstattet wurden, da es im Casino einen Absturz gab und ich 3 Tage nicht in dieses Spiel kam.....war sofort im Live Chat und habe einen screenshot gemacht.....nichts ist passiert....dann hab ich gestöbert und musste feststellen, dass 2 Auszahlungen auf ANHÄNGIG stehen...... Nachfrage beim Kundendienst, blieben unbeantwortet wie ich dieses Problem lösen kann. dann habe ich Dokumente Hochgeladen, den Personalausweis wurde erst beim 3 ten Mal Verifiziert, Kreditkarte und Adresse 2 mal Hochgeladen und immer in Prüfung.... Jetzt haben sie mir mein Konto deaktiviert und behaupten es wurde wieder Freigegeben, damit ich Dokumente HOCHLADEN kann. Jetzt 06.01.23 20.30Uhr ist Konto immer noch Deaktiviert!

Ich möchte mein Geld und dann ist das Casino für mich GESTORBEN......sowas Unseriöses !!!!!

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

Hello Deiferl,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoly to join the conversation.

Dear Casinoly,

Can you please provide some information regarding the player's delayed withdrawals and the blocked account?

thank you ..... I'm curious because I can't get any further. Furthermore Today 01/11/2023 at 15:45 EST, notification 2092 users is disabled.

danke .....ich bin gespannt, da ICH nicht weiter komme. Weiterhin Heute 11.012023 um 15.45 Uhr OZ, notifizierung 2092 Benutzer ist daktiviert.

Dear Customer, 

Thank you for contacting us.

We would like to inform you that recently we requested your bank document confirming the ownership of your account. 

Please send the document via email at support@casinoly.com

Once the document is received, the verification will be carried out and your pending withdrawals will be processed accordingly.

Also, please note that under GDPR, your account cannot be reopened per your previous request asking us to delete your account and data.

We apologize for the inconvenience!

Sincerely,

Casinoly.com

Another ridiculous reply....... YOUR STAFF HAS CHALLENGED MY PLAYER ACCOUNT WAS RE-OPENED TO UPLOAD DOCUMENTS. I couldn't log in anymore. And the request was to delete the ACCOUNT after PAYING the €250.

Had they cashed out as soon as DELETED, we STILL would have amicably gone our separate ways!

I am now sending YOU a document for the last time, as requested, and I REluctantly send you the whole thing via e-mail!!!!!

AND WAITING FOR THE FINAL TRANSFER OF THE 250€ DUE SINCE OCTOBER !!!!!!!

Wieder so eine KOMISCHE Antwort....... IHRE MITARBEITER haben MEHRFACH BEHAUPTET MEIN Spieler Konto wurde wieder ERÖFFNET um DOKUMENTE HOCHZULADEN. Konnte mich nicht mehr Anmelden. Und die Aufforderung war nach BEGLEICHUNG der 250€ das KONTO zu löschen.

Hätten sie so schnell ausbezahlt wie GELÖSCHT, wären wir NOCH freundlich getrennte Wege gegangen!

Ich sende IHNEN jetzt letztmalig ein Dokument, wie gefordert und das GANZE UNGERN ÜBER MAIL!!!!!

UND WARTE AUF DIE ENDGÜLTIGE ÜBERWEISUNG DER SEIT OKTOBER FÄLLIGEN 250€ !!!!!!!

Thank you for your response, Casinoly. Is the player's bank statement the only drawback that holds the withdrawal process?

Dear Deiferl,

Do I understand correctly that you requested the casino to close your account before you received your withdrawal? You have been told by the casino staff that your casino account was reopened to upload the required documents, but you were not able to log in to do it? Have you now submitted the required bank statement to support@casinoly.com?

I asked casinoly to close my account AFTER the payout..... then I received 2 emails on December 20th (you have requested a payout of EUR 150.00 based on the prescribed information. Your payout request will be processed by the finance department shortly The second same text with 100€). My account was then closed, although I have not received any money as of TODAY.

I received the information by email several times, an account was opened again to upload documents......... one of them

Nina (Casinoly) Jan 5, 2023 at 11:38 am EET

Hello xdeleted,

Thank you for contacting our Casinoly customer service. We are sorry for the misunderstanding. The account is now open.

Yesterday I sent a photo of my account card (with intermediate data removed, final numbers are recognizable) by e-mail.............. I hope there is no fraud via e-mail!!

ich habe bei casinoly aufgefordert NACH Auszahlung mein Konto zu schließen..... dann bekam ich am 20.12, 2 Mails (Sie haben eine Auszahlung in Höhe von 150.00 EUR auf die vorgeschrieben Angaben beantragt. In kurzer Zeit wird Ihre Auszahlungsanfrage von der Finanzabteilung bearbeitet. Die zweite gleicher Text mit 100€). Darauf wurde mein Konto geschlossen, obwohl bis zum HEUTIGEN Tag kein Geld bekommen habe.

Ich habe mehrfach die Auskunft per Mail bekommen, Konto wurde wieder eröffnet um Dokumente hochzuladen......... eine davon

Nina (Casinoly) 5. Jan. 2023, 11:38 OEZ

Guten Tag xgelöscht, 

Vielen Dank, dass Sie sich an unseren Casinoly Kundendienst gewendet haben. Es tut uns leid fuer das Missverstaendnis. Der Account ist nun geoeffnet. 

Ich habe gestern Foto Kontokarte ( mit entfernten Zwischen-Daten , Endzahlen sind erkennbar)per MAIL versendet.............. Ich hoffe es gibt keine Betrügereien via Mail!!

Thank you for the clarification, Deiferl.

Dear Casinoly,

From the information I have at the moment it looks like you should have all the documents needed to process the withdrawal. When can the player expect the funds to hit their account?

I sent photo with bank card, with final numbers..... the casino has my bank details and everything else too!!!!

Today this message, which I don't answer via an email........ Can I open the DOOR and GATE of EVERY scammer!!!!!!!!!!!!!!!!

This ticket was created on your behalf.

Lena (Casinoly)

Jan 17, 2023 at 11:01 am EET

Hello Claudia,

Thank you for contacting our Casinoly customer service.

Please provide the following information:

Full name (all names, including middle names)

E-mail address

Name of the bank account holder

IBAN

BIC

name of the bank

Bank Location (Country)

If you have any further questions, contact us via email support@Casinoly.com or via live chat.

Kind regards,

Customer Service Casinoly.com

To add additional comments, reply to this email.

Ich habe Foto mit Bankkart gesendet, mit Endzahlen..... das Casino hat meine Bankverbindungen und alles andere auch!!!!

Heute diese Nachricht, die ich über eine Email nicht beantworte........ Kann ich ja gleich JEDEM Betrüger TÜR und TOR öffnen!!!!!!!!!!!!!!!!

This ticket was created on your behalf.

Lena (Casinoly)

17. Jan. 2023, 11:01 OEZ

Guten Tag Claudia, 

Vielen Dank, dass Sie sich an unseren Casinoly Kundendienst gewendet haben.

Bitte geben Sie die folgenden Informationen an:

Vollständiger Name (alle Namen, einschließlich zweiter Vornamen)

E-Mail-Adresse

Name des Inhabers des Bankkontos

IBAN

BIC

Name der Bank

Bankstandort (Land)

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail support@Casinoly.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice Casinoly.com

To add additional comments, reply to this email.

Thank you for the info, Deiferl.

Dear Casinoly,

Why are you asking for the same information the player has already provided previously? According to your last response, just the bank document confirming the ownership of the player account was needed and the player stated she has provided it, so I don't fully understand your last email to the player.

Dear Team, 

We would like to inform you that we received the photo of customer’s card. 

In addition, we need the following details from the customer on our email in order to pay out the pending withdrawals manually. 

Full name (all names, including middle names)

E-mail address

Name of the bank account holder

IBAN

BIC

name of the bank

Bank Location (Country)

Once the details are received, the withdrawal will be processed accordingly. 

Thank you for your co-operation! 

Sincerely, 

Casinoly

They still have my data when the account is open and my ID has been verified. And I don't pass on unsecured data via email.! The whole thing is now harassment! The !!!! have the data of my credit card, to which the payment has already been made!!!

Die haben meine Daten da noch bei geöffneten Konto, mein Ausweis verifiziert wurde. Und ich gebe ungesichert kein Daten via Mail weiter.! Das ganze ist mittlerweile Schikane!! Die !!!! haben die Daten meiner Kreditkarte, auf die auch schon ausbezahlt wurde!!!

Dear Customer, 

We would like to inform you that since your account is closed, we are going to do a manual withdrawal and hence we need the bank information in order to proceed further. 

Kindly send the details at our email, your co-operation is highly appreciated. 

Sincerely, 

Casinoly.com 

Dear Deiferl,

I understand your concerns with sharing this information, but the casino needs to follow strict privacy policies that are required by the licensing authority as mentioned here.

The mentioned information should be sent to support@Casinoly.com which is the official casino email, so I believe all your data will be safe.

Again, I understand your concerns about sharing this information, but unfortunately, without this information, we won't be able to move your complaint forward, so I kindly advise you to provide them.

The mail went now 01/18/23, 3:20 p.m. with my data and the addition to Casinoly!!!!

I am now, under protest, giving you THIS confidential ACCOUNT DETAILS via email. Since they closed my CASINO account without paying out beforehand. Should anything happen to my data, I will take legal action!!!!!

NOW I WAITING FOR PAYMENT!!!!! the 250 €

Die Mail ging jetzt 18.01.23, 15.20 h mit meinen Daten und dem Zusatz an Casinoly !!!!

Ich gebe Ihnen jetzt unter Protest DIESE vertraulichen KONTODATEN über Email. Da sie ja mein CASINO Konto ohne vorheriger Auszahlung geschlossen haben. Sollte Irgendwas mit meinen Daten passieren werde ich rechtliche Schritte einleiten!!!!!

JETZT WARTE ICH AUF DIE AUSZAHLUNG!!!!! der 250 €

Dear Customer, 

Thank you for providing us the required details. 

We would like to inform you that the pending withdrawals have been paid from our side successfully. 

We appreciate your co-operation! 

Sincerely, 

Casinoly.com

Thank you for your response, Casinoly.

Dear Deiferl,

Please let us know once you successfully receive the funds.

Hello, the money FINALLY arrived in the account today.

Thanks for the help from YOU.

Hallo, das Geld ist heute ENDLICH auf dem Konto angekommen.

Danke für die Hilfe von EUCH.

Great news, Deiferl. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal