Complaint #64 Casinoly Casino

Live Cashback refused

By oak17

1 year ago

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.

Disputed Casino Casinoly Casino

Reason Bonus not given

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.

oak17

1 year ago

Dear all,

Thank you. I consider the complaint resolved.

Kind regards

AskGamblers

• Support Team

1 year ago

Dear @oak17,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casinoly Casino

• Representative

1 year ago

Dear customer,

We apologize for the delayed reply and the inconvenience of not having your bonus credited when requested.

We have now credited your bonus to the account.

Hopefully this helps us reach the resolution of the case.

Best regards,
Casinoly team

Casinoly Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $864

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Casinoly Casino Complaints

See all complaints for this casino

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

40h left

€3,000

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

Account reopened after self exclusion casinoly

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.

Resolved

€441

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

Withdrawal pending since 9 days

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

Resolved

$124

The problem with the withdrawal of funds

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

Resolved

€461

Tournament Prize Money of 850 Euros Refused To Pay Out

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.

Resolved

€850

LiveCashback refused

I have requested the Live-Cashback Bonus from Casinoly on Augusth 5th for the week of July 29th to August 4th. I have made a deposit of 400€ on July 31st and had loosing sessions. So all conditions to receive the bonus have been met as per terms and conditions (general and specific to the Live-Cashback Bonus)

In a multitude of emails Casinoly has given me several different reasons as to why I allegedly didn't qualify for the bonus: I still had money in my account (I referred them to my last complaint: https://www.askgamblers.com/casino-complaints/casinoly-casino-live-cashback-refused), I already had received the bonus (not true, I have received the bonus from the week before that), I hadn't made a deposit (not true, see above) and that I couldn't receive a bonus while a withdrawal was pending (which was because the withdrawal took 2 weeks rather than the 1-3 working days promised on the website).

After sending a dozen or so emails back and forth, I informed Casinoly I would open this complaint. That's the point where they stopped replying to me entirely.

Casinoly appears to seek for reasons not to grant me the bonus, but none of them apply. So again, I request the bonus be credited to my account.

Resolved

€100