Casinoly - Player’s struggling to complete the account verification.

For a month I have been trying to make a 2 withdrawals but they do not pay me because they constantly ask for documents to prove residence, I have sent them but they are always looking for excuses.

Dear GICU1983,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Residence seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I have sent all documents

I received the email that the verification was successful but no payments

Great news. Could you please advise when exactly was the account verified and withdrawal initiated? Thank you.

The account was verified on 06/16, but I haven't received the payment yet

Yesterday they had to make me a payment and on the 23rd another, still nothing, and now they failed to reply to the email, this site is a scam, do not play ...

The verification has been done but they do not make me payments of withdrawals, and customer support no longer respond to the email

Thank you very much, GICU1983, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello GICU1983

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoly to join the conversation.

Dear Casinoly,

Can you please provide some information regarding the player's withdrawal/s?

I had to make a payment on 20/06 and another on 23/06 but still nothing

Dear Customer,

Thank you for contacting us!

We are glad to inform you that your withdrawal request for 500.00 EUR has been processed from our side today. You can expect the funds to arrive at your account in the nearest time. We appreciate your patience!

Should you have any other questions, feel free to contact us via chat.

Best regards,

Casinoly.com

Thank you

Hello GICU1983,

as per the Casinoly response, please allow a bit of time for the payment to be processed, and do let us know when you successfully receive the funds in your account.

Best regards,

Michal

I'll let them know. Thank you

Dear GICU 1983,

have you successfully received the funds in your account?

Best regards,

Michal

Yes, I have received the payment

Great news, GICU 1983. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal