Bonus coins not credited

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 This is extremely frustrating and feels like a dishonest move, especially considering I had just withdrawn money.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.

Dear AskGamblers team,

I placed a withdrawal of 124$ on 13 January 2025 and haven't received it yet after multiple talks with the live chat.

The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again.

All my documents are verified and approved, still, they say there is a queue and keep delaying my payment.

Dear AskGamblers team, please do something about this Casinoly Casino, this is clearly harassment as my funds are stuck there and I need them, they keep holding them without a reason.

Kindly look into this matter urgently.

Thank you

Hello,

I was playing the sports section and had a problem withdrawing funds from the casino. casinoly.com I can withdraw money from the 19th to 145 euros.

The support said that the payment would be received within 3 business days, but they did not pass for me within 3 business days and did not pay,

I am writing to the support chat at any time, but they have the same answer, we have delays in payments, we have been waiting for delays for more than 7 business days a week, and each time they send me a reply that I am not worried, but for me, today they wrote that the payment is practically being processed, but nothing is coming to my wallet.

Even if I write to them tomorrow, they will give me the same answer, just wait and I can wait a month)

I also made a repeat payment in the amount of 291 euros, but it has already been 3 business days here, and there is no payment!

The total amount is 461 euros

I am writing to seek your assistance regarding an unresolved issue with my prize payout from the Autumn Roulette Race Week tournament. I placed third in this event, which can be confirmed by my betting history and the tournament leaderboard. According to the terms and conditions, the prize money of 850€ was supposed to be credited to my account within 72 hours. Unfortunately, four days have passed, and I have still not received the prize money. This is a clear violation of the terms and conditions from the casino side. I contacted live support expecting a resolution, on the contrary, I received an email stating "Following this email notification, any future tournament winnings will not be credited to your account". I responded with "There are still past tournament winning before this email that I have not received.", which is the 850 Euros, but got no response.

I put in the effort and hard work to get a got good placement in the tournament, but they can simple refuse to pay out and ban you from future tournaments. Maybe this is also happening to the other 9 people on the leaderboard with me. So the casino doesn't have to pay any prize money. Does this not sounds like a scam?

Could you please guide me on how to escalate this matter and ensure I receive the prize money owed to me? Thank you very much for your help.

Today I have requested the Live Cashback for the previous week on Casinoly. The conditions for this promotion are stated on the website as follows:

1. Must contact support in a certain time frame on monday

2. Must have made a deposit the previous week

3. Must have live game sessions with net losses

I meet all of those conditions. However, the support staff told me I could only receive Cashback when my account balance was 0. This information is nowhere to be found on the Casinoly website, neither in general terms and conditions nor in the information specific to the Live Cashback. When asking the support staff where or how this condition is made known to the customers, they avoided an answer by simply repeating that I needed a balance of 0.

The casino trying to enforce a condition that is in no way communicated to the customers is unacceptable for me.