Casinoly - Player's withdrawal request is repeatedly cancelled.

Good evening. I made a withdrawal on 10/1 and on 16/1 they told me there was some error with their system and they cancelled it. I made another withdrawal on 16/1 and today 22/1 even though they have told me they've transferred the funds, they cancelled it again in the afternoon. They said the provider didn't accept it. And of course, I made another withdrawal today using a different method, but I'll still be waiting a long time again.

Dear stardow,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casinoly.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you communicated with customer support regarding the issue with your withdrawal? What was their suggestion?

Could you kindly confirm if you passed the full KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good Evening. Of course, I have talked with them many times.

The first time the cancellation took place, they told me to make another withdrawal (bank transfer), which I did normally with whatever was needed. I contacted again and they told me that everything is fine and I just have to wait 3 working days again. This happened on 16/1, so I waited until 22/1. And yesterday they told me again that it was canceled and to try a new withdrawal method where I did the simple method with a simple withdrawal to the card with which I make deposits.

My account has not required verification.

Thank you very much.

Hello.

Still got no update from the payment. It is the 4th day today i just ask them if there is gonna be a rejection again and they told me that ''no , you will just have to wait for it to be transfered.''

Today, for the 3rd time, there was a cancellation.

Thank you very much, stardow, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning!

The latest update is that they told me that the relevant department will contact me via email to make the withdrawal from there. So far, however, I have not received any email, it is the third day and the request to the competent department has been made since Saturday.

Good morning.

It's still the 4th day and I haven't received an email. Have you contacted them? Personally, I can't make a point. They say that there is a long wait, but even then it is not explained that much.

No reply?

Good Evening.

I can't get any edge. They don't send me any emails. A request for manual withdrawal has been made since 1/27 by the competent department. Even today they answered my chat automatically.

Hello stardow,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoly to join the conversation and participate in the resolution of this complaint.

Dear Casinoly,

Can you please explain why the withdrawal process needs to be requested via email and why the player has not yet been contacted?

Thank you.

Kind regards,

Tomas

Casino.Guru

Good Evening.

Yesterday I received the email to do the withdrawal manually. They asked for my account details. I received it almost after 8 working days. And they always tell me that I have to wait 3-5 working days for the manual withdrawal to be done by them. On 10/2 the case closes, almost 1 month since I tried to make the withdrawals.

Hello stardow,

I'm not sure if I understand you correctly, but have you already received the payment?

No, they just sent me the email to give them my bank account details so that their financial department can proceed with the payment. So I'm waiting for the payment to be made, but they told me again in 3-5 working days.

Thank you for confirming that, stardow. I kindly ask you to let me know if the payment arrives during the period we are waiting for the casino to respond.

Good morning.

I spoke with them again today in live chat and they asked me to be a little more patient. These things don't happen. Big disappointment.

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.

Good morning.

Even today when I spoke with them they are still telling me the same messages. That more patience is needed and that the finance department is examining my payment.

It's been a month and 3 days and my patience has run out. They didn't answer here, of course, because they must have made a big mistake with my ascension.

And we are talking about an amount of 500 euros, which is the minimum.

Tomas, what else can I do?

Good morning.

Since the day before yesterday in the live chat, I have been getting replies like: Your request is on final stage from relevant department.

It's something they say all the time.

More than 8 days have passed since the last day they asked me for my bank details. Since then nothing, no response.

The money was credited today after 1 month and 7 days of suffering.

Thomas and Veronica, thank you for your help.

You can close the complaint.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal request was processed from our side on 17.02.2024.

Please accept our sincere apology for the inconvenience caused.

Best regards,

Casinoly.com

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, stardow, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru