The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved after the casino prioritized the player's pending withdrawal requests, which led to the successful processing of the payment. The complaint was marked as 'Resolved' in the system following the player's confirmation of receipt of their winnings.
Casinoly Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Casinoly Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello, I have the following problem.
I played at Casinoly and won, sometimes over €50,000.
The casino initially canceled all withdrawals without reason.
At some point, I was finally asked to verify my bank account. I did this, and after that, the first €1,600 of the approximately €50,000 was paid out. Of course, I kept playing and lost almost everything (it's my fault, too, so I don't blame anyone).
Now I've won another €3,000 and would like to withdraw it. The problem is that the first €1,500 has been pending for a week, even though all my details have been verified and the casino advertises a three-day processing time. As a result, I can't make any further withdrawals.
Live chat is unavailable. Support emails are not answered.
I am asking for help because I want to withdraw the money as quickly as possible.
Thanks in advance for the help.
Automatic translation:
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9 months ago
Dear Kostastyle88,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
Dear Kostastyle88,
Thank you for your message and we apologize for the delay in processing your withdrawals.
Please rest assured that we have already flagged your pending requests to the relevant department with priority.
We appreciate your patience and understanding, and we will keep working to ensure a swift resolution.
Kind regards,
Casinoly Team
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9 months ago
Dear Kostastyle88,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Dear Kostastyle88,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
