Complaint #38 Casinoly Casino

Wrong result of bet

By Xxchamp89

2 years ago

I made a bet regarding Jox Mixon having under 825.5 rushing touchdowns. I have a screenshot of this bet attached to this file.
Although Mixon has only 9 ruhsing touchdowns (see screenshot of his espn stat sheet), the bet was settled as a loss. I contacted the Casinoly live chat three times and all three operators told me after checking my complaint that the bet was regarding his yards and he surpassed 825.5 yards. I have screenshots of all three chats as well. One time they sent me there feedback as an image, therefore I attached this image as well. The last screenshot is in German, but it does say the same that my bet was about his yards. I tried to explain that the bet clearly says touchdowns and not yards and although one operator agreed with me that it does indeed say touchdowns, they did not change the result of my bet.
Therefore, I kindly ask you to help me get my bet settled as a win, as I have clear evidence of the bet saying "under 825.5 touchdowns" and the result of him having 9 touchdowns. If you need any further information from me, feel free to contact me via email any time.

Thank you and best regards

Sebastian

Disputed Casino Casinoly Casino

Reason Other

Amount €500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinoly Casino management acted in accordance with their Terms and Conditions.

However, we kindly request the casino management to address the translation issue promptly to prevent any potential confusion for players in the future. Your attention to this matter is greatly appreciated.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Casinoly Casino

• Representative

2 years ago

Dear AskGamblers team,

We would like to inform you that an email with evidence was sent to support@askgamblers.com.

Looking forward to your reply.

Best regards,
Customer Support

AskGamblers

• Support Team

2 years ago

Dear Casinoly Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Casinoly Casino

• Representative

2 years ago

Dear Customer,

Thank you for contacting us.

We would like to inform you that after a thorough review of your claim, we have to a conclusion that the bet market was incorrectly presented because of a translation error. Therefore, according to the following article from our Terms and Conditions, the bet was voided and 500 EUR are now on your casino account:

16.2.16 After the Event starts, the Company reserves, at its own discretion, the right to void or cancel part or whole of a bet even after its acceptance, in case there is a valid reason for this, such as:

mistake in the wording (semantic error) of the event or the odds, or starting time;
<…>

Best regards,
Customer Support

Casinoly Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $864

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

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