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Good evening I have the following problem I won about 45000 at Casinoly with slots 6000 euros I could also withdraw suddenly the casino wrote me that they want a Skrill deposit although I have never deposited with Skrill I have my deposit transactions from my Mastercard again and again or Paysafecard (the only deposit methods I used) but it didn't do anything the casino stopped replying after 30 days they had to ban me according to their terms and conditions and confiscated what was above (39,500 euros) I had Wrote the casino many times but never got a response then I filed a complaint with ASKGamblers and the casino responds with a new allegation that I am a manager or coach, professional soccer player or accountant which is completely off the mark because it is not true and so the money is confiscated I don't know what to do anymore, I have auc h to Casinoly's licensing agency still no response. I hope you can help me somehow.

Guten Abend ich habe folgendes Problem ich habe etwa 45000 gewonnen bei Casinoly mit Slots 6000 Euro konnte ich auch auszahlen aufeinmal schrieb mir das Casino das sie eine Skrill einzahlung haben will obwohl ich nie mit Skrill eingezahlt habe ich habe dann immer wieder mein Einzahlungstransaktionen von meiner Mastercard oder Paysafecard gesendet (die einzigen Einzahlungsmethoden die ich benutzt habe) eingesendet aber es hat sich nichts gebracht das Casino hörte auf mir zu Anworten nach 30 Tagen haben Sie mich laut ihrer AGB sperren müssen und das Geld beschlagnahmt was oben war ( 39.500 Euro ) ich habe das Casino noch sehr oft geschrieben aber nie eine Antwort erhalten dann habe ich bei ASKGamblers eine beschwerde eingebracht und das Casino antwortet mit einer neuen Anschuldigung ich wäre ein Manager oder Trainer, Fussballprofi oder Buchhalter was komplett daneben ist weil es nicht stimmt und deswegen das Geld beschlagnahmt worden ist ich weiß nicht mehr was ich tun soll, ich habe auch der Lizenz Agentur von Casinoly geschrieben bis jetzt immer noch keine Antwort. Ich hoffe sie können mir irgendwie weiterhelfen.

Hello ArbnorP7,

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 the Skrill account they wanted to verify is yours or not? Did you use Skrill as a deposit method in any other online casino? When exactly did this issue happen? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, first of all thanks for the quick answer.

I have never used Skrill, not in the casino or used anywhere else.

The first time Casinoly wrote to me was around November that they wanted the deposit history from Skrill although I've never deposited with Skrill I kept sending the deposit history from Paysafecard and my Mastercard but then didn't get a response and since then I don't get any more replies either.

Hallo danke erstmal für die schnelle Antwort.

Ich habe Skrill noch nie benutzt, im Casino nicht oder sonst wo noch nie verwendet.

Das erste mal als Casinoly mir geschrieben hat war im November cirka das Sie die Einzahlungshistorie von Skrill haben wollen obwohl ich nie mit Skrill eingezahlt habe ich habe dann immer wieder die Einzahlungshistorie von Paysafecard und meiner Mastercard gesendet aber dann nicht mehr eine Antwort erhalten und seit dem bekomme ich auch keine Antworten mehr.

Thank you ArbnorP7 for the provided information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear ArbnorP7,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible. Do you have any news regarding the ADR complaint?

Now I would like to invite a Casinoly representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoly,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification? Is there any reason why you want a skrill deposit from the player?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good day,

Thank you for reaching out. 

We would like to inform you that the customer's account was closed and winnings were confiscated as the customer breached the following point in our Terms and Conditions: 

16.1.2 By placing a bet on any Event you warrant that you are not a representative of any state and municipal institution, enterprise or non-commercial organisation, you are not an employee of any bookmaker company, you are not an employee or member of Sports agency, you are not a professional sportsman, trainer, judge, member of Sports agency providing professional consulting services, you are not a sport manager or coach.

Kindly be informed that our finance department already carried out verification process of the customer's account and after checking various documents received from him, it has been concluded that the customer gained an unfair advantage on our casino with a breach of our rules as explained above. The customer was informed accordingly. 

We hope that it has clarified the case.

If you have any additional questions, please, do not hesitate to contact us .

Best Wishes, 

Casinoly

I don't know where you got this information from, but that's not even one percent correct.

Point 1: I made 99% of my winnings from slots, I made 2 bets and they were 2 Champions Leguea games with a small stake.

Point 2: In response to your accusation that I am a "professional athlete, trainer, judge, member of a sports agency etc", I really can't understand where you are getting this accusation from, I play football but in the amateur field and far from it Being a pro and all other points are ridiculous I would be very grateful if not only get accusations from you but also prove where you got that from.

Dear Casino Guru team, please take a look at the case because what is being said is everything else just not the truth. I was lucky once and made a profit playing slot machines and the casino doesn't want to pay me out, which I just can't understand.

best wishes

Arbnor

Ich weiß nicht von wo Sie diese Infos herhaben aber das stimmt nicht mal zu ein Prozent.

Punkt 1: Ich habe 99% von meinen Gewinn über Slots erzielt, ich habe 2 Wetten abgeschlossen und das waren 2 Champions Leguea Spiele mit einen kleinen Einsatz.

Punkt 2: Um auf Ihre Anschuldigung zu reagieren das ich ein "professioneller Sportler, Trainer, Richter, Mitglied einer Sportagentur etc bin" kann ich beim besten Willen nicht verstehen woher Sie diese Anschuldigung her holen ich spiele zwar Fußball aber im Amateur bereich und weit davon Profi zu sein und alle anderen Punkte sind lächerlich, ich wäre Ihnen sehr dankbar wenn man nicht nur Anschuldigungen von ihnen bekommt sondern auch beweise woher Sie das haben.

Liebes Casino Guru Team bitte schauen Sie sich den Fall an weil was da Behauptet wird ist alles andere nur nicht die Wahrheit ich hatte einmal glück und habe ein gewinn beim Automaten spielen erzielt und das Casino möchte mich nicht auszahlen was ich einfach nicht verstehen kann.

beste Wünschte

Arbnor

Dear ArbnorP7,

Could you please provide us with the link to the ASKgamblers complaint?

Dear Casinoly,

Could you please provide us with the evidence? We won't be able to investigate further without any proof. You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

https://www.askgamblers.com/en/casino-complaints/casinoly-casino-verification-is-not-processed-terms-of-service-violation

The case was immediately closed without any evidence or even a possible response from my side.

https://www.askgamblers.com/de/casino-complaints/casinoly-casino-verifizierung-wird-nicht-bearbeitet-agb-verstoss

Der Fall wurde ohne jegliche Beweise oder noch eine mögliche Antwort meiner Seite sofort geschlossen.

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.

But simply rating it as unresolved doesn't get me much further because they simply keep my €39,500.

Aber als ungelöst einfach zu bewerten bringt mir auch nicht viel weiter weil sie behalten damit einfach meine 39.500€.

Dear Casinoguru team, 

Kindly be informed that the evidence of the case has been sent to your respective email. 

Please let us know if further clarifications required. 

Thank you for your cooperation! 

Best wishes, 

Casinoly 

Dear ArbnorP7,

Since the casino has confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

Kind regards,

Stefan