The player from Germany is experiencing difficulties withdrawing her funds. Player’s complaint has been resolved successfully.
Casinoly - Player’s struggling to withdraw her winnings.
Amount: €1,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Unfortunately, the casino does not pay out. I am always put off by customer service. I played without a bonus, the withdrawal amount is 1500 euros. So far, no identification has been required, even when asked.
Automatic translation:
Public
Public
2 years ago
Dear biancaniedermeier,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, that without verifying your account, you won’t be entitled to any withdrawals. How many days ago you requested the withdrawal, please?
I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Dear Ladies and Gentlemen,
Thank you for taking care of my problem.
I am always put off by customer service with the statement that the payout is planned "for this week". This has been the case since 4/14/22.
I still wanted to get certified, this was not requested and is also not possible.
Unfortunately, I don't know why the payout is taking so long. Apparently there are more withdrawal requests.
Best regards
Automatic translation:
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Public
2 years ago
Translation
The casino probably made the payment because of the complaint.
The case can be closed, thank you
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, biancaniedermeier, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
