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.