The player from Germany has been struggling to withdraw his winnings. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Casinoly - Player's withdrawals have been rejected.
Amount: €300
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I requested my payout and on May 31st I received an email saying that I did not enter the correct account number, although everything was correct, then I requested it again and then I received another email on June 10th again canceled because that no same account is from where I made my deposit. But I have only one account from which I made deposit and also requested withdrawal. Now I requested it again and then they will contact you again after 3-4 days and same again Report a problem. So since May 27 still no payout!!!
Automatic translation:
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2 years ago
Dear Selver123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise which payment method to withdraw your winnings have you opted for?
Do I understand correctly that you still have a pending withdrawal at the moment?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, this is my first withdrawal from this casino, I requested it via bank transfer. The payout is 300 euros. MANY THANKS!!
Automatic translation:
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2 years ago
Thank you very much for your reply, Selver123. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Frank (Casinoly)
13. Juni 2022, 07:35 OESZ
Hi Selver
There are currently only English-speaking Agents available at the moment.
We apologize for any inconvenience this may cause you.
Kindly ask you to, create a new wallet which available on our site and your country, make a small deposit, to find your new payment system, but be sure that new payment method will be available for deposit and withdrawal, and then make a withdrawal request with the new payment method, our Finance department will send your funds on this new wallet. You don't need to wager the new minimal deposit from new payment system.
You can withdraw funds only with the help of the payment system with which you made a deposit on our project, I ask you to follow the steps above in this case.
Als Ich diese Email bekamm habe Ich es nochmals eingezahlt per Überweisung, davor habe Ich es per Sofort banking gemacht und weil es abgelehnt wurde habe Ich es wie gesagt per Überweisung gemacht. Geld habe Ich angefordert per Bank transfer!!!
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2 years ago
Awesome news, Selver123. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
