The player from Germany has requested withdrawal a few days ago. It hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
Casinoly - Player’s experiencing difficulties withdrawing his winnings.
Amount: €500
Casinoly
Safety Index:Very highSafety Index
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9.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I won at this casino. And wanted to pay off. The terms and conditions state that the finance department needs 3 working days. After 3 working days the status was still on pending.
I wrote to support. Couldn't find a solution.
So I canceled the payout again and made it again yesterday. Verification documents were not needed so far but were still sent by email.
Now the statement means that you had problems updating your software. I ask for help so that the payout takes place. Payment amount was requested with bank transfer. I am aware that this can take another 3-5 days. The point here is that it is still in the finance department and the casino is standing upside down and now comes with statements: Due to the software error, the check can now take even longer. The users cannot fault the casino's fault!
Automatic translation:
Public
Public
3 years ago
Dear Philip,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
Could you please specify how many days ago exactly you've requested it?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Thank you for your first answer.
I can understand the opinion. I am aware that the process of testing, verification and referral can take up to 14 days.
I am concerned with the fact that the payout is not even processed. In the terms and conditions it is stated that it is a maximum of 3 days in the finance department and that this has taken too long. When asked by the support team for verification documents, you get the answer: "No need, if someone will contact you."
It is easier for all parties if you send them straight away or if you can bear them if you need them. The problem here is that the application is permanently on pending and it doesn’t go a bit even though the website itself says that processing will take a maximum of 3 days
Automatic translation:
Public
Public
3 years ago
I fully understand your frustration, Philip. However, since you have cancelled the original withdrawal request and submitted a new one on the 14th of December, I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
Public
3 years ago
Hello Philip,
Have there been any developments since our last conversation?
