The player from Greece experienced two issues with the casino. The first was poor customer service, with email responses and website communications not being delivered. Secondly, their withdrawals were not being processed within the stated 1-3 business days window, with their latest withdrawal being held for 5 days. After communicating with the player, we learned that he had cancelled his withdrawal request and lost his balance. As a result, we were unable to assist further and had closed the complaint.
Casinoly - Player flags constant delays in withdrawal processing and lousy support.
Amount: ??
Casinoly
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
Translation
I'm reporting complaints based on personal experience and I won't make many comments. Firstly, 24/7 customer service should not exist if they don't respond to emails or if errors occur when attempting to communicate via the website. It's unacceptable to be placed on hold and being notified that there's a large volume of calls, only to be disconnected. Secondly, I've never experienced such poor withdrawal processing. The website mentions 1-3 business days, but none of my withdrawals have ever been completed. The latest was on hold for 5 days with occasional contact providing the same fixed responses. TERRIBLE EXPERIENCE. I've played in many Greek and international casinos, and I don't accept apologies or excuses from this particular casino. It's their job to ensure everything is as it should be, down to the details. I'm writing this for public awareness.
Automatic translation:
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10 months ago
Hello tkokogiasart,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Good Evening! The verification status says that the account does not need to be verified! The winnings were collected with real money, and the last time I contacted was a day before I made the post where the representative connected with a wait of at least 25 people in the priority line. Where everyone was told that there is a problem with the service and to try again after 60'. Where after an hour there was the same response something they have done more than many times. Most of them there is no service at all, because pressing the icon showed an error. Immediately after the last message I contacted again with a second email as there had already been another email asking if they could accommodate me with their delay and again I got no response.
Automatic translation:
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10 months ago
Hello tkokogiasart,
As the recommended 14 days period have not passed yet, please let us know once it would take longer so we can assist you further.
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10 months ago
Hello tkokogiasart,
Can you please advise if there's been any update since your last post here?
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10 months ago
Translation
There is no update. I didn't enter the page again, I had canceled the withdrawals and "burned" them with big stakes. I just wanted to let people know because I saw other posts in general with similar complaints
Automatic translation:
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10 months ago
Hello tkokogiasart,
If you have canceled the payment and lost the balance then there is unfortunately nothing we can do to assist you. Please be sure to wait at least 14 days for a withdrawal to be processed in any online casino.
We will be now forced to close the complaint.
Best regards,
Nick
