The player from Germany has requested a withdrawal six months ago. Unfortunately, the payment had been pending and later disappeared completely from the account. The casino responded to apologize for the delay and to inform the player that their payment had now been processed. The player then received their payment and the issue was resolved.
Casinoly - Player’s withdrawal has been delayed.
Amount: €500
Casinoly
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've been waiting for my winnings to be paid out since 4/10/22. It's €500 I won at Casinoly. Nothing happens at all. I get stalled every time and have been told so many times that it has been escalated to the finance department..or that there are too many requests for payment, you should be patient. And since April 18th, 2022, the €500 has simply been deleted!!! I have never experienced anything like this, please help me get my money. Thanks very much
Automatic translation:
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2 years ago
Dear denizdeno,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
I have never paid anything there in the past, for the first time.. and I shouldn't verify myself yet.The answers keep coming as we have a lot to do please be patient.The same messages were forwarded to the finance department every day and the payout was on 4/10/22 so far nothing has happened. I hope it will be clarified.
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2 years ago
Thank you very much, denizdeno, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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2 years ago
Hello denizdeno,
I have reviewed your case and understand the situation. I will contact the casino to see if I can help.
We would like to invite Casinoly to join the conversation and to participate in the resolution of this complaint.
Dear Casinoly,
Can you please provide an update regarding the player's withdrawal and the reason for the delays?
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2 years ago
Dear all,
Thank you for reaching out!
We would like to express our apologies for the delay with the withdrawal. We confirm that the payout of 500 EUR was processed from our side yesterday and the next payout will be prioritised.
Rest assured that we strive to provide excellent customer service in a timely manner, and we apologise for the inconvenience caused.
Best regards,
Casinoly.com
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2 years ago
Dear Casinoly,
Thank you for your response and for updating us on the situation.
Dear denizdeno,
Please let us know when you have received the payment.
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2 years ago
Translation
Hello, as I have just seen, the money has now arrived. Many thanks to Casino guru for the quick help!! And thanks to casinoly for finally making it ... I hope in the future the edits will need 3 working days to be processed successfully as it says on the homepage.
Automatic translation:
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2 years ago
Dear denizdeno,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards,
Adam
