The player from Germany was facing ongoing issues with Skrill withdrawals at Casinoly, where some requests were processed smoothly while others were canceled without explanation. He expressed concern that this inconsistency led him to believe payouts were being intentionally delayed and sought a thorough investigation into the matter. We asked the casino for clarification, and it confirmed that the pending withdrawals were escalated to the payments and finance teams for priority processing. After several payouts were completed and the remaining balance was withdrawn in further €500 requests, the player confirmed the issue was resolved and marked the complaint as resolved.
Casinoly Casino - Player's withdrawals are repeatedly canceled.
Resolved
Our verdict
Case closed
Amount: €7,500
Casinoly Casino
Safety Index 8.6 HighCase summary
Discussion
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4 weeks ago
Translation
Dear Casino Guru Team,
I would like to file another complaint against Casinoly.
I am the player in the case where a bonus of around €9,000 has already been cancelled.
Now I have another problem: Since bank transfers are no longer an option for me as a payout method, I am forced to process my payouts via Skrill.
The following happens repeatedly: A Skrill withdrawal is processed and paid out without any problems. However, the next withdrawal from the same verified Skrill account is suddenly canceled without any apparent reason. I then have to request the withdrawal again and wait for it to be processed all over again.
This has happened repeatedly. This gives me the impression that the payouts are being deliberately delayed. I find it incomprehensible why identical payouts to the same verified Skrill account sometimes work and then are canceled shortly afterward without explanation.
I therefore request that Casino Guru investigate this matter and ask Casinoly for a concrete explanation as to why my Skrill withdrawals are repeatedly being canceled. Should there actually be technical or regulatory reasons for this, I expect a transparent and comprehensible explanation. Otherwise, it appears that time is being deliberately wasted and the payout of my winnings is being unnecessarily delayed.
Thank you for your support and I hope that this problem can also be resolved soon.
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which payment methods are available in your account for withdrawals?
- Have you tried selecting a different payment method for your withdrawals besides Skrill, or is Skrill currently the only verified payment option available to you?
- When was the last time you successfully withdrew your winnings using Skrill?
- How long does it usually take for Skrill withdrawals to be processed and paid out at this casino, and how long after submitting a withdrawal request are the payments usually cancelled?
- Have you tried contacting the casino’s customer support to ask about the reason why your withdrawal requests are being repeatedly cancelled?
- How many pending withdrawal requests are currently in your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHello Veronika,
Thank you for your message.
I will gladly answer your questions:
1. What payment methods are available for withdrawals from your account?
My account offers bank transfer, credit card, and Skrill as payment options. I'm currently using Skrill.
2. Besides Skrill, have you tried using any other withdrawal method for your withdrawals?
No. My concern is not about the payment method, but about the repeated cancellations of my payment requests.
3. When did you last successfully withdraw your winnings using Skrill?
The last successful Skrill withdrawals were completed on July 14, 2026 and July 15, 2026, each exceeding €500.
4. How long does it usually take at this casino for Skrill withdrawals to be processed and paid out, and how long after submitting a withdrawal request are payments usually canceled?
According to the casino, withdrawals should be processed within 3-4 days. In my case, however, processing regularly takes longer. Furthermore, several of my withdrawal requests were canceled without explanation, forcing me to resubmit them, which further delayed the entire withdrawal process.
The transaction history shows that the following payouts were cancelled:
July 13, 2026 – €500 – Cancel
July 14, 2026 – €500 – Cancel
July 14, 2026 – €500 – Cancel
Only after I resubmitted the withdrawals were the following payments successfully processed:
July 14, 2026 – €500 – Complete
July 15, 2026 – €500 – Complete
I currently have three further payment requests of €500 each that are still pending.
5. Have you tried contacting the casino's customer service to ask about the reason for the repeated cancellations of your withdrawal requests?
Yes. I contacted customer service, but only received a standard reply that didn't resolve my issue. I still haven't received a specific reason for the repeated cancellations of my withdrawal requests.
6. How many pending withdrawal requests are currently in your account?
There are currently three withdrawal requests for €500 each in my account.
My main concern isn't the withdrawal method I'm using. The problem is that my withdrawal requests are repeatedly canceled without any comprehensible explanation. This forces me to resubmit the same withdrawals time and time again, even though previous Skrill withdrawals have been successful. I therefore request that you clarify this matter with the casino and find out why my withdrawal requests are repeatedly canceled and why processing is taking significantly longer than the stated 3-4 days.
Thank you for your support.
Best regards
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2 weeks ago
Dear anemos7777
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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2 weeks ago
TranslationThank you so much for taking on my case.
I'd like to add one important piece of information: While payments are being processed, they are very slow. Sometimes only about one payment per week is processed. Furthermore, individual payment requests are frequently canceled without any apparent reason, forcing me to submit them again.
This will significantly delay the payout of my balance. I wanted to provide you with this information as it may be relevant to the assessment of my case.
Thank you for your support.
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2 weeks ago
Dear anemos7777,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinoly Casino representative to join this conversation.
Dear Casinoly Casino,
Could you please provide clarification regarding this case? Please also include evidence if needed.
Thank you in advance.
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2 weeks ago
Dear All,
Thank you for reaching out to us and bringing this matter to our attention.
We have escalated all pending player withdrawals to our payments team for priority processing.
We appreciate your patience and ongoing collaboration while we work to resolve these transactions as quickly as possible.
Kind regards,
Casinoly Casino Team
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2 weeks ago
TranslationI would like to add one important point: My withdrawal requests from July 22nd, 23rd, and 24th are still in "processing" status and have neither been paid out nor completed. Therefore, it would be completely incomprehensible to me if these withdrawals were suddenly canceled after such a long time. Could you please clarify this with the casino?
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2 weeks ago
Dear Casinoly Casino,
We will be waiting for your update. We would greatly appreciate it if you could provide clarification and steps leading to resolution of the complaint at your earliest convenience.
Thank you for your attention to this matter.
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1 week ago
Dear All,
We can confirm that two of players previous withdrawal requests have been successfully processed and paid out.
Regarding todays request submitted and the withdrawal from July 27, please be assured that we have escalated them directly to our finance team for priority processing. We are actively monitoring this transaction and will notify you as soon as the payout is complete.
Thank you for your patience and understanding.
Best regards,
Casinoly Casino Team
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1 week ago
Dear anemos7777,
Please notify me, when you start receiving withdrawals.
Thank you.
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1 week ago
TranslationHello Mirka,
The final payouts have now been completed.
However, I still need to apply for the remaining sum of €3,500. Since I can only withdraw a maximum of €500 per day, it will take a few more days until everything is paid out in full.
I hope that the remaining payments will be processed promptly.
I'll keep you updated. Thank you so much!
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1 week ago
Dear All,
We are writing to inform that the player’s latest withdrawal requests have been successfully processed and paid out.
Following these transactions, a remaining balance of €1,500 is currently available in the player's account.
We kindly request that the player proceed with submitting new withdrawal requests for the remaining funds so we can finalize the payouts.
Thank you for your cooperation.
Best regards,
Casinoly Casino Team
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1 week ago
Thank you for the update, Casinoly Casino.
Dear anemos7777,
Please notify me, when you will be able to withdraw the rest of the disputed amount. Feel free to use the 'resolved' button.
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1 week ago
TranslationUnfortunately, I can only request one withdrawal of €500 per day. I will contact you as soon as all withdrawals are complete. This may therefore take a few more days.
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4 days ago
TranslationDear Mirka,
The payouts are complete. Thank you very much!
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4 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear anemos7777,
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,
Mirka
