The player from Germany is facing issues with multiple withdrawal attempts, all of which have been canceled without explanation. Despite contacting support several times and being assured that his requests are being processed, he continues to receive vague responses and has not succeeded in withdrawing his funds. The issue was resolved by a player, and the complaint was marked as 'resolved' in the system.
Casinoly Casino - Player's withdrawal requests are delayed and canceled.
Resolved
Our verdict
Case closed
Amount: €200
Casinoly Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Hello, I've contacted support several times and requested a withdrawal multiple times. The first one was only canceled after a week, after I asked them to expedite it or provide information about what had happened. All subsequent attempts were unsuccessful and canceled after 2-3 days. I don't know what to do anymore. All I hear and read is: (via email): "Your request has been received," blah blah blah. In the chat (customer support): "Your request is being processed; we are forwarding it to the finance department for expedited processing," and then canceled again 1-2 days later. The reason? There isn't one, for whatever reason. I'm just told: "I should try withdrawing again with a different or the same card."
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Memotwentyone,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please clarify the exact date when you requested the withdrawal?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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2 months ago
Translation
Yes, but it was a long time ago.
I tried several times, the first time was on November 10, 2025 at 9:22 PM.
I used bank transfer and Mastercard to withdraw the money.
My account says I'm not verified and that I don't need to be.
All winnings and payouts that I have requested were and are earned without an active or existing bonus.
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2 months ago
Thank you for your reply and for providing the previous details,Memotwentyone.
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
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2 months ago
Translation
On November 23, 2025 at 11:00:20 AM, I requested two more withdrawals totaling €95 because I received a withdrawal of €10 on another card and am currently waiting for this withdrawal.
I hope everything works out, because then the case would be closed for me.
I applied for a €10 payment to another card on November 17, 2025 at 9:33 AM, which was then successfully paid out to me on November 23, 2025.
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2 months ago
Thank you very much for the update and for providing the previous details, Memotwentyone. Could you please let me know if there have been any updates regarding the latest withdrawals since our last communication?
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2 months ago
Dear Memotwentyone,
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.
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2 months ago
Translation
Yes, the payouts have finally been successfully processed, this can be closed, thank you.
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1 month ago
We are pleased to inform all parties following this case that the player has confirmed the complaint as resolved. The withdrawal has been successfully processed.
Dear Memotwentyone,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petra
