Casinoly - Player's withdrawal is delayed and cancelled.

I had a win of 600 R$. Initially, when I attempted to withdraw, it said cancellation, then it said withdrawal, and hours later when I checked, it was marked as cancellation!! It's absurd; almost everyone speaks poorly of this casino. I was so happy thinking I had found a good casino, but I was wrong. It's a disappointment, and it seems like they won't pay me.

Dear vr678207,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with your recent withdrawal request. To help us better understand the situation and advocate effectively on your behalf, could you please provide us with a bit more information?

• Could you clarify the exact timeline of events? For example, when you first requested the withdrawal, when you noticed it marked as "cancellation," and any other specific times or dates of related updates.
• Did you receive any notifications or emails from the casino regarding the withdrawal status change to "cancellation," or was this only visible within your account dashboard?
• Has your account already been verified by the casino? If not, have they requested any documents for verification, or has verification been discussed at all?
• Were these winnings accumulated while an active bonus was applied to your account, or were they earned from regular gameplay without bonuses?

If you have any relevant communication with the casino that could clarify this issue, please feel free to forward it to petronela.k@casino.guru.

Your cooperation is essential in helping us address this matter. Without your input and these details, we won’t be able to move forward effectively in assisting you.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear vr678207,

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.

Player's additional comments:

Dia 4 de novembro solicitei o saque e só ficou visível no painel da minha conta escrito cancelamento, não me mandaram e-mail falando de cancelamento,mandaran dizendo que meu dinheiro já tá no departamento de finanças com eles né,logo depois no outro dia 5 eu entrei de novo e estava escrito levantamento, aí hj sumiu todo meu histórico de saldo , e estava lá que eu tinha ganhado 10 centavos na conta do jogo , única mensagem de email que o suporte mandou pra mim sobre minha retirada é o mesmo que falam pra todos

Hi vr678207,

I hope things are progressing with your withdrawal request since the day you first submitted it. Could you let us know if there have been any updates?

• Also, has your account been fully verified yet? Verification is often a key part of the withdrawal process, so knowing this could help us understand the situation better.
• If you could share which type of game you were playing—whether it was slots, casino games, or sports betting—that would be helpful, too.
• Additionally, were your winnings earned with or without an active bonus? This information can sometimes impact the terms of a withdrawal.

We're here to assist and ensure you get the support you need.

Thank you.

Dear vr678207,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.