Complaint #77 Casinoly Casino

Account reopened after self exclusion casinoly

By Riko92

1 year ago

Hello, I am writing to you to ask for help regarding a dispute I have with the online casino Casinoly. On November 13, 2024, I asked them via chat and email to permanently close my account because I am addicted to gambling. Attached is the email in question. On November 13, they responded and closed my player account. But in February 2025, I noticed that my account had been reopened, even though it had always been closed. I was tempted to gamble, and unfortunately, I started gambling again. Attached is a screenshot of the deposits I made. I am now asking them to correct their error and refund the deposits I made in 2025, totaling €441. I'd also like to take this opportunity to ask if anyone else is in my situation so we can file a group complaint. Thank you for your help and trust.

Disputed Casino Casinoly Casino

Reason Other

Amount €441

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Riko92

1 year ago

Hello, I would like to inform you that I received a refund today for the deposits I made after self-exclusion. I would like to thank Casinoly for their professionalism and responsibility, as well as the Ask Gamblers platform for their help in resolving this issue. Good luck!

Riko92

1 year ago

Hello Casinoly, Thank you for your message and your understanding. I am indeed waiting for my deposit refunds. I hope the issue will be resolved quickly. Sincerely,

Casinoly Casino

• Representative

1 year ago

Deal Riko92,

I have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Kind Regards,
Casinoly team

Casinoly Casino Complaint Stats

Resolved 29 / 30

Avg. Amount $1,227

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Casinoly Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 20 out of 21 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Casinoly Casino Complaints

See all complaints for this casino

Delayed payment of 1480EUR

Hello Casinoly & AskGamblers,

The reason for my message today is that after 8 business days my withdrawals are still not being processed,

I contacted the casino via the live chat function, and the support team claimed that they were working on it, without giving me an ETA.

My full withdrawal amount is €1480

ad38f3fd-60af-4d83-ab34-dc06cce8dc52 (€500 requested on 14/09)

a6fcbe82-e9eb-44d0-a480-b28be14fe11c (€500 requested on 15/09)

93ae96fe-2c3c-45d0-a25b-a4faee07754b (€480 requested on 16/09)

I would really appreciate if the casino could manually check what is up with my withdrawal and share the details behind the delay or process it at their earliest convenience.

Thank you and best regards!

Resolved

€1,480

Delayed payment of $204 CAD

Hello,

I would like to file a complaint against Casinoly. They aren't responding to our emails asking why a $204 CAD e-Interac withdrawal is taking longer than their stated timeframe. They keep giving the same excuse—that delays are normal—but are never able to explain exactly why the transaction hasn't gone through.

I’ve made much larger withdrawals in the past, so the whole situation seems really fishy to me.

Resolved

$204

I am experiencing a delay with my withdrawal requests

Dear AskGamblers Team,

I kindly request your assistance in resolving an issue regarding delayed withdrawals. Since July 30, 2026, I have been waiting for three withdrawal requests totaling €1,071:

ID: 302b3115-92ea-436e-88cb-c3a5e0ad1dd6 — €500 (dated 30/07/2026)

ID: 9cc17e3f-c52a-4c33-b302-09cd5c5fa3bc — €500 (dated 31/07/2026)

ID: 5bd40be4-1a3d-4596-939f-310bfb9a6038 — €71 (dated 01/08/2026)

I have contacted support twice, but I keep receiving generic copy-and-paste template responses stating that they are actively working on processing the payment. However, nothing is actually being done.

Thank you in advance for your help.

Resolved

€1,071

I haven't been paid my winnings for almost a month

Hi. At the beginning of July, I registered on the Casinoly website and was lucky enough to win a little more than 2000 euros. According to the rules of the platform, I can create 1 withdrawal request in 24 hours and no more than 500 euros. OK, I have created 4 applications for 500 euros. The first application was created on 2/07/ and the first 500 euros were credited to my wallet on 6/07/. There are still 1,500 euros left in the balance, but no more money has been credited to my account until today. Withdrawal requests were created on July 3.5 and 7. In an online chat every day, they tell me that everything is fine and I have to wait, but I have been waiting for almost a month, and the money has not been credited to my balance. Attached is a screenshot with a story where I created withdrawal requests and waited until July 14th. It's about 9-13 days after I created them... Next, I canceled the withdrawal requests and recreated them with another crypto wallet, but it also didn't help. Another 7 days have passed, but the withdrawal from 14/07 is still not processed. I have not received an answer as to why this is happening, but in an online chat I am informed that they do not have the information of the finance department. I ask the representatives of Casinoly to give me an answer about what is happening and send my winnings to my wallet, as I have been waiting for a whole month.

Resolved

€1,500

they should at least sent the withdraws in time

Hello, i was playing at this operator and after i won some money i made some withdraws, which went through without any issues. I was at that time VIP Level 3 i think. Means i was allowed 800 Euro per day and 10k per month in total. After a while they restricted my stake limit to 1 Euro at sportsbetting and so i wanted to withdraw everything - also they downgraded me to level 1, which means only 500 Euro per day and 7k max per month. Their T&C saying it takes up to 3-5 working days, but they are delaying withdraws to 15-20 days means i would need 6-7 months to withdraw all. I want them to stop doing this and sent my withdraws in time. Since i am not allowed to play anymore, they should at least sent the withdraws in time!

Unresolved

€7,432

Withdrawal delay of 3 months

Hi, my account was closed on this casino 3 months ago. Ever since I've been in contact with them to withdraw the funds that were on my account, which are almost 3000 euros. They asked me for kyc which I sent a long time ago, however I haven't received any response after all this time, they just keep saying that the deparment is checking... i created complaints yet they don't respond to them either

Resolved

€2,400

Very disappointed account deleted after withdrawal

I recently had a very unpleasant experience with this online casino. I played fairly and followed all terms and conditions, and after some wins, I decided to withdraw my earnings. Everything seemed fine at first – the withdrawal was processed after a few days – but then, out of nowhere, my account was deleted without any explanation.

I received no warning, no email, no reason given. Just locked out completely. This is extremely frustrating and feels like a dishonest move, especially considering I had just withdrawn money. It’s unacceptable for a platform to treat its players this way, especially after trusting them with both time and money.

I reached out for support, but the lack of transparency and communication has made me lose all trust in this site. I would advise others to be cautious – just because they let you play and win doesn’t mean they’ll treat you fairly afterward.

Resolved

Casinoly Casino- Impossible to self exclude from this casino

I have been asking this casino to ban my account since March 23rd due to solicitation of their self-exclusion policy. We are April 11th now. On their website in the responsible gambling policy, their are required to ban my account 24h after I request it. They are not doing anything even though I follow-up with them many times during weeks! I am soliciting the use of their self-exclusion responsible gambling policy but they are not doing their job. This casino needs to take accountability. I need my account banned now.

Resolved

Bonus coins not credited

In Weekly challenge I made certain bet to make weekly challenge but they did not credit coins I should get from it. Asked many times from online support but they say there is problem with automatized system and nothing has happened concerning my request. Even they have said that my bets should qualify to make the weekly challenge.

Resolved

Withdrawl not being processed

Dear Sir, Mme,

I placeda withdrawal requests with Casinoly on January 19th.
Terms & conditions state that withdrawals are processed within 3 business days. It has now been 11 business days and the pending withdrawal request have disappeared from my profile. Live support could only say there were "delays" and could not provide a specific time frame for resolution of this issue.

I have copies of an email related to the withdrawal request dated January 19th.

I would like to file a formal complaint as the Casino appears unable to guarantee withdrawals within time frame specified in their own terms & conditions.

Thank you and kind regards,

Resolved

$275