The player from Finland had requested a withdrawal less than two weeks prior to submitting the complaint. Their money hadn't been received yet. The Complaints Team had advised the player to wait at least 14 days for the withdrawal process to complete and asked for his cooperation during this period. However, the player did not respond to further inquiries from the team, leading to the inability to investigate the issue further. As a result, the complaint had been rejected.
Casinoly - Player believes that their withdrawal has been delayed.
Amount: €52
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
I made a withdraw for 52 euros with Skrill on friday 15.03.2023.
I was told that the withdraw time is 3 working days, so on wednesday 20.03.2023 I went to live chat again about it and I was told that it should be processed by the end of the day as 3 full working days has passed then.
However the next day on 21.03.2023 my withdraw still wasn't approved so I went to ask live chat about it again and they said that they are really sorry and that there is really no execuse for them for delaying payment and that they will process it in the next 2 hours.
It's now 22.03.2023, 22 hours more have passed since that 2 hour withdraw window that they promised and nothing has happened.
It seems to me that they try everything in their power to make you go cancel your withdraw and lose it. I don't recommend to play on this casino if you want to see your winnings any time soon. They have such problems with as minor withdraws as 52 euros..
Looking forward to hear from you Casinoly Casino soon!
Public
Public
7 months ago
Dear Kukko789,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
