The player from Ireland is dissatisfied with weekly and monthly withdrawal limits. As the casino acts in accordance with their terms and conditions, we have rejected this complaint.
Casinoly - Player’s dissatisfied with withdrawal limit.
Amount: €16,500
Casinoly
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
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Hi I'll be short, I played in this casino and at the beginning I was at a loss then I made the first win and so far everything is fine, the problem is that the withdrawal limit per day based on my vip status is 1500 € per day and a maximum of € 20,000 per month, but this was not mentioned in the registration phase or a fast withdrawal was indicated for a maximum of one working day etc. and then also with the bank transfer I was reading that the limit is € 5,000, moral I find myself € 12,000 on my gaming account and € 4,500 still in withdrawal, I would only like my money in the shortest possible time and above all to withdraw at least € 5000 at a time as it says in the promo before registering, with the
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2 years ago
Dear Alessandro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I clearly see that all withdrawal limits are stated there:
Unfortunately, we cannot help you in this case, because withdrawal limits are managed by the casino exclusively, and we don’t have the competency to change them. Please note that the withdrawal limit of €20,000 per month is very generous and you can withdraw your winnings in less than a month. There is nothing more we could do as long as the casino is paying your winnings out.
Please let me know if there is anything else I could help you with.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Dear Alessandro,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
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Hi the casino is paying the winnings but for example The last payment was delayed by a day, going on with withdrawals of € 1500 it will take a month or two to collect all my winnings
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2 years ago
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These are other examples that the casino does not respect what it advertises during registration, it promised instant fast withdrawals for Irish players and with very different limits as you can see
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2 years ago
Alessandro, as long as the casino keeps processing your withdrawals, we cannot help you more. We now have 2 options - to leave this complaint open until you receive your last withdrawal, or we close it and then reopen it in case the casino stops processing your withdrawals. Please, let me know how you wish to proceed.
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2 years ago
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The casino is starting to lag with withdrawals I would like the case to remain open until I have collected the full amount
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2 years ago
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Which, among other things, now the figure is different because I have won further I have € 28,000 and € 4500 in withdrawal in three tranches of € 1500, so the amount begins to be important
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2 years ago
Thank you for the updates, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.
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2 years ago
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hi kristina now the next withdrawal is scheduled for today The more is scheduled for 7/03 and then we will see, however the figure has increased now we are talking about € 35660 plus 4500 in pending transactions, so a nice important figure, who knows how much there will be it will take you to withdraw everything in terms of time
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2 years ago
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Hi now the matter becomes even more serious, I practically won again and now they demoted me from the maximum vip level to the first vip level so consequently they lowered my withdrawal limit from € 1500 per day to € 500 per day I find myself on my account 69500 € and 3500 € in pending withdrawal divided into a transaction of 500 € and 2 of 1500 €, practically according to the current state with the withdrawal limitation it will take me more than a year to collect everything .. and then how should I do with taxes? Do you know if I have to declare the winnings in Ireland and how much is it taxed?
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2 years ago
Thank you very much Alessandro for the updates. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Alessandro!
From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of Casinoly into this complaint to help us with the resolution of the issue.
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2 years ago
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It's okay with me that they pay me my winnings as soon as possible
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2 years ago
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Now the amount to withdraw is € 74666 plus 3000 in two transactions of € 1500 and a transaction of € 500 pending
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2 years ago
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Good evening the current situation is this I find myself with 83103 € for accuracy on my gaming account, I have canceled all withdrawals in progress to be able to convert my coins into money being a promotion and having accumulated many points, the clause says to receive the money bought with coins you do not have to have withdrawals in progress and just out of curiosity I have canceled my current withdrawals in order to redeem additional money that I am entitled to and then collect everything up to the last cent, I humbly ask you for help I just want to withdraw mine large winnings as soon as possible, it is not permissible for a casino to impose a limit of € 500 per day on me and then I have to wait three to five days for an operation, how long will it take to collect the whole sum, I am willing to pay a good lawyer but i want to get to the bottom of this story is to have all my money, please ask for help
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2 years ago
Hello Alessandro,
Thank you for providing us with an additional information surrounding this case. I have already contacted the casino representatives with this case and I sincerely believe that we will be able to see some kind of response from their end soon.
We would like to ask Casinoly to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Dear Customer,
Thank you for reaching out to us.
First of all, we would like to thank you for your feedback. You can be sure that we are doing our best to process the payments as fast as possible. We are always working on improving the procedure and we highly appreciate the feedback from the players.
Let us inform you that the customer's VIP level is determined by the activity during 30 calendar days and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses that were received. The VIP account level gets determined automatically by the system and cannot be changed manually from our side.
Please, note that your current VIP account status is level 1. According to it, the withdrawal limits are as follows: 500 EUR per transaction/24 hours and 10,000 EUR per month.
As we also can see, your last withdrawal request was processed by our Financial Department yesterday, on 22.03.2022, and the next payment is planned to be processed tomorrow, on 24.03.2022.
If you have any further questions, do not hesitate to contact us back.
Best regards,
Casinoly.com
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2 years ago
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I understand very well the vip level etc. but I find myself as you well know currently with € 97758 of winnings on my account plus 3 withdrawals of € 500 how long does it take me to collect all the winnings? With such a low withdrawal limit ??
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2 years ago
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I turn to the casinoly representative why it appears on your site in the payments section different withdrawal limits with different methods as I have already tried in the previous posts in this one go ?? can you give me an answer about it ??
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2 years ago
Dear Casinoly Team,
Although the withdrawal limits and VIP system seem to be clear enough to understand, I'd like to ask you, is there any way to speed up the withdrawal process? Given the amount to withdraw, we also understand that it may be frustrating for the player making the overall experience in your casino to be negative.
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2 years ago
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hi now The amount of my winnings is even ha 
plus 500 € in withdrawal, the situation is very frustrating according to my calculations it will take 3 years to withdraw everything with these withdrawal limits
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2 years ago
Dear Casino Guru,
Thank you for your reply.
We completely understand how frustrating the wait time is and you can be sure that we are doing our best to process the payments as fast as possible. However, the processing of each withdrawal may take up to 3 working days after the previous payment was done.
As we can see, the last withdrawal was processed by our Financial Department on Monday, the 28th of March. The next payment is planned to be processed today, on the 30th of March.
In case of any further questions, please, let us know.
Best regards,
Casinoly.com
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2 years ago
Dear Aleskeggia,
Although I completely understand your frustration, please note, every casino sets withdrawal limits according to their abilities so it can prevent them from ending up in financial insolvency. Unfortunately, it is hard to imagine that any casino would make exception for only one case as it would be unfair towards other players.
That being said, my best advice would be to deal with your balance wisely and be patient withdrawing all your balance.
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2 years ago
Hello Aleskeggia!
We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
Looking forward to hearing from you.
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2 years ago
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The casino is always paying me with the limit of 500 € I need this money won because I have to face medical expenses but I understand that you do not want and can not do anything I will have to contact a good lawyer maybe
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2 years ago
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I turn you have representatives of the casino. com, as you well know now I find myself with winnings equal to € 184047 plus 3 withdrawals of € 500 pending, I tried in every way to ask you how much I have to pay to advance in the vip level and have the maximum level to be able to withdraw € 1500 at day, you have never given me a concrete answer, you in your regulation only say that the vip level is managed by the computer that calculates the bets make withdrawals and deposits in 30 days, in the last three months I have made a very high volume of play this is demonstrated by the fact that I won € 184,000, but my vip level is relegated, as a rule I should have stayed at the most prestigious vip level having made a high number of plays even in terms of money, this is also shown by the fact that I collected 26044 coins that can be exchanged for rewards but only having no withdrawals in progress, weeks ago I canceled the withdrawals and I was unable to exchange coins for rewards because you blocked me. isto I pointed out to you the thing and you ignored me asking for video screenshots etc, I don't know if I am happy to have won in this casino, I am sad because at this rate it will take 3 and a half years maybe 4 to collect everything, it is inadmissible a thing like that, one risks wins and then is not master of his winnings, my parents are sick and I need this money won for their care, I will go through with this story, if necessary I will spread my negative experience in television, press and radio, the world must know this crap
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2 years ago
Dear Aleskeggia,
I already expressed our understanding for your frustration in this situation. However, we are not able to enforce Casinoly to act differently. The casino has their rules clearly written and you agreed with them when registering. Also, in regards of VIP policy, it is entirely up to casino how they manage their VIP system, therefore we are not able to punish any casino with regards how their VIP program works.
After gathering all the necessary information and our position already described, we will have to reject this complaint unfortunately.
