The player from Germany tried to withdraw his winnings, but the withdrawal request has been canceled allegedly due to incorrect payment details. It looked like the complaint could potentially be resolved soon, but the player stopped responding to us.
Casinoly - Player's withdrawal has been rejected.
Amount: €6,000
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
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I was lucky enough to buy 2 free spins on Money Train2 with my last €100. With the persistent player I managed to win over 6000€.
After uploading all required documents and sending them to KYC@casinoly immediately after winning, I wanted to start making my withdrawal to my bank account.
In 500€ increments per day :500+500+500€.
My bank details were already saved when I made the deposit.
After 3 days last week I got a cancellation of all payments on the grounds that the BIC was allegedly not available.
That can't be true because 1. The bank card was submitted on both sides and 2. Exactly the bank details were saved with which I paid in.
Now I have another 500+500+500€ in payment on three consecutive days as a request and I keep getting the answer from support please be patient and we have technical problems.
I would like this payment of my remaining amount of €4000, which I have left after gambling €2000, to be paid out immediately.
The player is clearly stalled here and the payouts do not take place at all.
I urgently ask for help. It's all documented by screenshots
Automatic translation:
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2 years ago
Dear deniz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that you requested withdrawals again on the 8th of April?
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina and thank you for opening up and taking the time to my complaint.
The first withdrawal attempts were made on 8.04+.09.04.10.04 but canceled by the casino.
Then I added my BIC which supposedly couldn't be found (although my bank card was legitimate as a picture and stored at the casino.
After the casino canceled the BIC was added and now I'm waiting again for withdrawal requests from 10/04+11/04+12/04/2022
Every attempt to contact the operator or support is turned off.
Due to technical difficulties, it would take longer than stated in the terms and conditions.
When asked to improvise because the first cancellation of my numbers is an error on the part of the casino, Mal is brushed off with the automatic response: we're sorry for the inconvenience, we'll speed up the process and get back to you via email.
I'm pissed off and haven't received any of my winnings yet
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2 years ago
Thank you for your reply, deniz. Since you requested new withdrawals, I would recommend that we wait for a few more days to see if they are processed or not. We usually give casinos at least 14 days to process each payment. If your withdrawals are canceled again, or there is no development within this time frame, we will intervene. Please, keep us updated in the meantime. Thank you in advance.
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2 years ago
Translation
Good morning Kristina
According to the finance department, there should have been a payout by now.
Unfortunately, nothing is happening there at the moment but empty promises.
We are happy to wait a little longer, according to the terms and conditions, you would have to approve payments there today because I was successfully verified yesterday and have already been waiting 3 days
Warm greetings
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2 years ago
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the casino keeps making excuses for alleged delays. In my opinion a game to wait at the end for the player to lose his money again. People stay away from the casino
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2 years ago
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Now that I've waited 14 days and gambled away half of the winnings again, I was paid out initial winnings of €1500 after 2 weeks.
DEAR PEOPLE 1500€ FROM 6000€
KEEP YOUR FINGERS OFF THIS CASINO. DELIBERATE PAYOUTS IN ORDER TO WITHHOLD PROFITS .
THE CASE CAN BE CLOSED AT THIS POINT.
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2 years ago
Thanks for the updates, deniz. Do I understand correctly that there are no funds left in your casino account?
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2 years ago
Translation
There are currently €800 left to pay out.
It remains to be seen whether the money will come
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2 years ago
Translation
The casino engages in cheating on withdrawals
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2 years ago
Could you please advise when exactly you requested the withdrawal of €800? What is the current status of your withdrawal request? Is it marked as pending or processed in your account?
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2 years ago
Translation
19.04.2022 currently 500€ outstanding and they only put off to see a payout of 3 days even after the reference from me to stick to their own terms and conditions
Automatic translation:
Standard answers you get
renewed answer again I am stalled
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2 years ago
Ok, so as I mentioned previously, we usually give casinos 2 weeks to process each payment. Let's wait for a few more days, and hopefully, you will receive the rest of your winnings soon. Please, keep us updated in the meantime.
