The player from Brazil had made a deposit at Casinoly and won, but had not received the credited winnings. The casino had initially promised the withdrawal within three business days, which was extended to five, yet the funds remained uncredited despite repeated assurances. The player's winnings were eventually returned to his gaming account, and he had played with the funds before losing them. As a result, the complaint was closed and rejected, as assistance could not be provided for funds spent during gameplay.
Casinoly - Player's winnings are delayed.
Amount: 300 R$
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.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I made a deposit at Casinoly and managed to win, but they haven't credited my money. They initially said it would be deposited within three business days. Once those days passed, they extended it to five business days. It's always the same story—they say it's delayed and will be deposited soon, but the money never arrives. It’s truly disappointing.
Automatic translation:
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2 months ago
Dear adrianovolverine1984,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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2 months ago
Translation
Dear Veronica, when you contact the casinoly chat, you are told that the withdrawal takes three working days. This information is not included in any official casinoly information, but we all know that a transfer doesn't take that long anywhere in the world. It's strange to get such quick answers to questions or problems and not get such agility in paying users of the platform. Deposits, on the other hand, are cleared on the spot, which makes no sense.
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2 months ago
I understand your disappointment. However, as I stated in my first reply, sometimes the delays in the payment are caused by external factors that the casino cannot influence. Could you please specify when exactly you submitted your withdrawal request?
Have you been asked to submit any identity documents for KYC verification?
Have you accumulated your winnings with or without an active bonus?
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2 months ago
Translation
I've been in this fight for almost a month now, trying to resolve the withdrawal issue, everyone says something and no one solves anything, my winnings were fair with deposit money, but during the complaint process, the platform returned the money to the gaming account, without even informing the reason, after so much waiting, this casino is a disappointment, so as not to waste any more time or anger, I reset my account and simply don't play there anymore, I just warn other players not to fall for it, like me and others, try to get informed before anything else, nothing more.
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2 months ago
Dear adrianovolverine1984, I am sorry to hear that the casino returned the money to your gaming account. Do I understand correctly that you played with that money and lost it?
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2 months ago
Dear adrianovolverine1984,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
You still insist on continuing the service after more than a month's wait, when you haven't deposited the money and have returned the Casino's account, you're playing with people, shame on you and stop deceiving others.
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2 months ago
I'm sorry, but we can only assist players who are willing to cooperate with us. It's crucial that you answer all the questions I give you and clarify your problem as much as possible. You mentioned that the money you wanted to withdraw was returned to your gaming account. Did you play with the money and lose it, or is it still in your account and you wish to withdraw it? Please let me know if you wish to continue with your case.
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2 months ago
Dear adrianovolverine1984,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
Yes, after waiting more than 5 days, they returned the balance in the account, I played and lost the money.
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1 month ago
Thank you for your response. I’m truly sorry to hear that you lost your funds. Unfortunately, as the money was spent during regular gameplay, we are unable to assist with retrieving those funds. We will now have to close this complaint.
I appreciate your understanding, and I regret that we couldn’t provide more help in this instance. Should you encounter any issues with this or any other casino in the future, please don't hesitate to reach out to us again.
Wishing you the best moving forward.
Veronika
Casino Guru
