Casinoly - Player's withdrawal request has been cancelled twice.

I made a withdrawal from the company for the first time in the same manner that I made my deposit, that is, with my Visa debit card. They cancelled this because they claim they do not process withdrawals on such a card.

Subsequently, I scheduled my withdrawal to a bank transfer, but then after 6 working days, they cancelled this as well, stating there was an error. I am certain there was no mistake.

None of them provide me with a clear answer so that I know how to proceed. This has been going on for 10 days up until today.

Hello nr5tmnyjz2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

The winnings are from free spins, but I have rotated them normally and they were available for withdrawal

I have not done identification because I was not asked nor is the field open for me to do so

the first withdrawal had taken place on 1/8

from the live chat they have every time we talk they give me a different answer with the end of each one being that I should be patient and the money will appear.

thank you very much

Hello nr5tmnyjz2,

Could you please advise if you did request for a new withdrawal since your last post here or if you did contact the casino? If yes, how did they respond to you? Did the verification process begin since?

After the first time we talked I have tried 2 more times with a bank transfer and again they reject it

After so many attempts to withdraw they are still canceling today I spoke to a lady in service and she told me that my last withdrawal was indeed correct and all the details were correct and to just wait for the money in my account! After an hour I got an email that my withdrawal was canceled due to incorrect details to note I entered them with my bank

I would like some help with my problem thanks

Thank you nr5tmnyjz2 for all the details provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi nr5tmnyjz2,

I've just reviewed your case and am sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Casinoly to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which probably causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out to our customer support!

Please be informed that we requested additional information to perform a manual withdrawal of the funds.

You can find it under the subject line "Ανάληψη"

Thank you in advance for cooperation. 

Best regards,

Casinoly customer support

Dear nr5tmnyjz2,

Can you please provide the casino with the requested information and let us know about the outcome?

Thank you.

Kind regards,

Tomas

Dear nr5tmnyjz2,

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.

Dear all,

Unfortunately, we’re forced to reject this case because nr5tmnyjz2 has stopped responding to our messages and questions. Without nr5tmnyjz2 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Kind regards,

Tomas