HomeComplaintsCasinoly - The player's withdrawal is delayed.

Casinoly - The player's withdrawal is delayed.

Amount: €500

Casinoly
Safety Index:Very high
Submitted: 21 May 2022 | Case closed : 20 Jun 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player's withdrawal is delayed for almost 2 weeks. The casino reacted to the case asking for the players' payment details, but unfortunately there's been no further response from the player so we were forced to reject this complaint.

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2 years ago
Translation

Hello, I received the payment confirmation by e-mail on May 11th, 2022. The usual fuss. Payment to credit card within 3-5 working days.

Who can help?

Automatic translation:
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2 years ago

Hello Swen,

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

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings?

Please note that if you are not yet verified, you won't be able to withdraw and it might take up to 14 days after successful verification to receive the money. Also please note that if you have requested for the withdrawal only a week ago, the casino is still within a good time frame as I mentioned above, it might take up to 14 days.

Looking forward to your answer.

Regards,

Nick

Edited by a Casino Guru admin
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2 years ago
Translation

Hello Nick,

I applied for the first payout on May 4th, 2022.

On May 11, 2022, I received confirmation that the payout had been approved and should be credited to my credit card account in the next 3-5 working days.

After 7 days I asked in the live chat if the money was on the way, I got the answer that the money should already have been in the account.

Of course I looked it up, but unfortunately I couldn't see any credit yet.

The account is verified otherwise I would not have received a payout approval.

What now?

Regards, Swen Walloch

Automatic translation:
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2 years ago

Hello Swen,

Thank you for the additional information. I will now forward your complaint to my colleague Natalia who will try to get in touch with the casino.

Wish you best luck resolving it.

Regards,

Nick

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2 years ago

Hi Swen,


I've just reviewed your case and fully understand your concerns. To help you resolve your problem, I will contact the casino.


I'd like to invite a representative from the Casinoly team to participate in this conversation. I hope you will be able to share with us more information regarding the delay of the player's withdrawal.


Kind regards,

Natalia

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2 years ago

Good day,


Thank you for reaching out.


We have double-checked the completed payment with the provider and were informed that it was unfortunately unsuccessful. The withdrawal amount was therefore returned to the client's balance. We have emailed the client asking for their Bank account details to arrange the manual payment. We will do our best to accelerate the process once we get the payment details.


Please feel free to contact us if you have any questions.


Sincerely,

Casinoly

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2 years ago

Thank you for the reply, Casinoly team!


Dear Swen, can you please confirm that the requested amount was returned to your account at Casinoly? Have you received the email from the casino? Please, let me know if you're in touch with the support.


Best regards,

Natalia

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2 years ago

Dear Swen,

Have there been any updates regarding your issue?

I'm extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.


Regards,

Natalia

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2 years ago

Hi all,

Unfortunately, we’re forced to reject this complaint because the player hasn’t responded to our last messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

Regards,

Natalia

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