Casinoly - The player's withdrawal is delayed.

È 20 giorni che aspetto che venga processato il mio prelievo… per due volte mi è stato rimandato indietro perché mi dicono che avevano problemi con il provider stai facendo parecchi reclami ma ancora non ho ricevuto nulla

Hello Mariantonella86,

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.

Could you please advise if your account is already verified and is 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

Il mio accaunt è regolarmente registrato in quanto un mese fa ho effettuato prelievi senza problemi questo problema me lo sta. O facendo da 20 giorni … sto ancora aspetto che il mio prelievo venga processato

What payment provider did you use to withdraw? When was the last time you spoke to the casino about the issue and what did they respond?

Ho provato master a e mi hanno riferito che avevano problemi poi ho inviato tutte le coordinate a loro e hanno fatto il prelievo con bank transfer.. ma

amcora non ho ricevuto nulla .. neanche risposte sono 27 giorni

Thank you Mariantonella86 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Mariantonella86,

I've just reviewed your case and fully understand your concerns about the delay in your payout. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Casinoly to join this conversation and participate in the resolution of the case. Could you please share more information about the issue that's being discussed? Are there any specific reasons for the delay? Has the payout to the player already been processed from your side?

Regards,

Natalia

Dear Customer,

Thank you for reaching out to us and letting us know of your disappointment.

First of all we would like to apologize for the waiting time. Your two withdrawal requests were processed by our finance department on 2022-07-06 and 2022-07-07 respectively. Please, also keep in mind that it may take up to 3-5 working days for funds to appear in your bank account once the payment was done from our side.

Unfortunately, due to the high volume of requests, there can sometimes be a delay in processing withdrawal requests. You can be assured that we will do everything in our power to avoid such a situation in the future.

If you have any further questions, do not hesitate to contact us.

Kind regards,

Casinoly.com

Dear Casinoly team, thank you very much for the reply.

Dear Mariantonella86, as you can see the casino confirmed that your withdrawal requests were processed, can you please confirm that their status has changed in your account? I hope that your winnings are on the way to you, and still, I'll ask you to be a little more patient since it can take some more time till you get the money.

I'll set a timer for 7 days for you. Please, let me know when you receive your funds.

Kind regards,

Natalia

Buongiorno scusate se risp soltanto ora ma ho avuto un problema di salute … si i fondi mi sono arrivati settimana scorsa … vi ringrazio per la collaborazione ❤️

Dear Mariantonella86,

I'm very glad to hear that you finally managed to receive your funds. As the complaint has been successfully resolved, I 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. Our complaints resolution center is always here to help.

Best regards,

Natalia