The player from Greece has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked the complaint as resolved.
Casinoly - Player’s withdrawal has been delayed.
Amount: €370
Casinoly
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day, I have made a withdrawal request from 24/03/2023 without turnover conditions and any bonus.
I had set up a bank card withdrawal method with this method I also made my deposits on this site and there are not a few of them.
They replied after 2 working days that the withdrawal method was not possible and to try another method.
So I put another method, that is, I declared an account iban and I still have no answer.
My question is why was the first withdrawal request not accepted?
And if it was not possible to identify the card, why didn't they ask me for credentials?
They simply told me that it was not possible for the finance department to do the withdrawal in this way.
But without anyone explaining the reason.
I should have been paid already it is unfair when you make a deposit to be done in a second and when you have the pleasure of making a withdrawal to be delayed and no one informs you of the reasons.
I need the money immediately.
Thank you very much in advance.
Automatic translation:
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1 year ago
Dear loufakas3,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
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1 year ago
Translation
I received the money today, thank you very much
Automatic translation:
Public
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1 year ago
Dear loufakas3,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
