The player from India, despite having had a fully verified account, dealt with a pending withdrawal since 11.03.2024. The casino's customer support had been unresponsive, only advising the player to wait. This had been the player's first withdrawal attempt, and it had been done via cryptocurrency without any active bonus. However, upon investigation, it was found that the player had breached the casino's terms and conditions by creating multiple accounts. Consequently, the player's complaint was rejected as unjustified, and the casino's actions were deemed correct and within their terms and conditions.
Casinoly - Player's withdrawal delayed by the online casino.
Amount: 9,144 INR
Casinoly
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Casinoly has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
I have placed withdrawal on 11.03.2024 . my account is Fully Verified still My withdrawal is pending , i have contact them using live chat but , still They not Give My payment 😔 , they told me that wait wait and wait _ but they promised all user that all withdrawal completed in 3 Working day ,
Public
Public
9 months ago
Dear rivu2015,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings?
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
9 months ago
Yes This is My first Time withdrawal.
No Active Bonus available
Withdrawal Mathod Is Crypto ( LTC )
Public
Public
8 months ago
Thank you very much, rivu2015, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 in the near future.
Public
Public
8 months ago
Dear rivu2015,
My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Casinoly representative to join this conversation.
Dear Casinoly, could you please provide more information about this case?
Looking forward to your reply.
Public
Public
8 months ago
Dear Katarina,
Thank you for contacting us.
Please be informed that we sent you an email to katarina.d@casino.guru. Looking forward to your reply.
Best regards,
Casinoly.com
Public
Public
8 months ago
Dear CASHINOLY please send Me My deposit Amount ( Also reason Why you are disabled My account ?! - It's not your choice ' allways inform user what is users mistake - why you disable users id 🪪 ( And now a days You Blocked Lots oF user's id without Valid reason ) thank You - Your Karma hits you back 💗
Have A good Day ☺️
Public
Public
8 months ago
Dear rivu2015,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created.
The casino acted correctly and within its terms and conditions.
Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.
Thank you very much, Casinoly Casino, for providing information and your cooperation.
