Complaint #23 Casinoly Casino

Wrong win calculations

By Thehound

3 years ago

Message on forum

On 18/12/2022 I was playing on New Years Party slot powered by spinomenal. Based on their paytable (screenshot 1) the 3x7s combination awards 300x your bet. According to their paytable again if you have the retro extreme bet feature activated the 3x7s combination awards you 3000x your original bet.In my case now. I was betting 1€ with the retro extreme bet feature activated which means 0,50€ ( original bet ) plus 0,50€ ( cost for feature). I had the 3x7s combination with the retro extreme future activated ( screenshot 2 ) and the win prize was 300€ . The win prize had to be 1€-0,50€(feature cost)*3000=1500€. I contacted support of casinoly.com which is the provider I was using and they told me that they will contact with the provider of the slot and they inform me with email. After 1 day they answered and said that the bet reported has been credited automatically with some delay ( screenshot 3). Although I didnt get any extra money. I send them again and reported the problem. They told me they will send it again to the the provider and they will inform me again. At 03/01/23 they answered me that relevant team has checked the bet reported and everything was fine (screenshot 4). So I contacted once more with the support at casinoly and I subscribed again my problem and I asked for a detailed answer from the provider about the win prize and how does they calculate it (doc 1). At 05/01/23 they answered me the same message as before (screenshot 5). I provide you with the transaction id (screenshot 6) . If you need further evidence that I haven't already send you please inform me.

Disputed Casino Casinoly Casino

Reason Wrong calculations

Amount €300

Discussion

AskGamblers

• Support Team

3 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.

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

3 years ago

Dear Customer,

Thank you for reaching out.

We would like to inform you that the round in question has been escalated to be checked by the game provider. They confirmed that the max multiplier win was only for one line (0,10 EUR bet per line), which makes it 3000 EUR x 0,10 = 300 EUR round win.

Please see the evidence of the escalation attached to this message (Report p1-2), as well as the round report taken from the game provider (Report p3).

Best regards,
Casinoly.com

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

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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.

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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.

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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.

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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,

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$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

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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

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€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.

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LiveCashback refused

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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.

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€100