The player from Bavaria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Casinoly - Withdrawal of player's winnings has been delayed.
Amount: €100
Casinoly
Safety Index:Very highSafety Index
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9.8
Casinoly has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi.
The casino has a lot of bad news as they don't pay out. And I've been waiting since October 17th. on my payout. One is always only stalled and put off in live chat.
Please help
Kind regards
Timo B***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear Teimo,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Dear Teimo,
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.
