Casinoly - Pelaajan kotiuttaminen viivästyy.

hi there , i have deposit and lost many times on this casino ,one time i was very lucky and i won some moneys and i try to withdrawal but they want from me all documents ,every kind of documents .it was not easy to find all those documents but i did the best and i send all of those documents . I have request the first withdrawal 20.10.2022 (8 days)and they didnt approve yet . they are so slow and they let me wait long time .i have contacted chat many times and they said me we are waiting for reply from department ,the same thing everytime .Please help me what is going on ???how long i should wait ?if i can withdrawal my moneys i will not use anymore this company .good bye

Hello dietprada,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

first i have sent my passport ,date 19.10.2022 and they didnt accept my passport they need another document immediately my driving license front and back side. after some days waiting they inform me again to send another documents .i will show you how many documents they need from me :

E wallet owner ship ,

selfie with driving license with our website in the background please,

please upload new photo of your driving license ,however,please kindly take a photo from a different angle

please upload the waste bill you already provided ,however,please upload it in pdf file,which you should download directly from the HSY website

please upload another utility bill as a proof of address such as water,gas,or electricity in pdf file

i have uploaded all of them(it was not easy to complet all documents) again and still waiting and waiting to be approved .i dont know how long it will take and and hope they will accept and not waiting again any more because its very stressed to wait a long time for withdrawals.i have contact them everyday ,3-4 times in one day and they said you should wait its normal waiting etc etc etc .bye

Hello dietprada,

Based on your description, the casino received all of your documents only a few days ago so if you're still within the 2 weeks period for verification, I would recommend to wait only. Please let me know until the next week if there was any update and if not, we will try to intervene.

I got an email and they cancel my winning and they keep all my moneys ,i think this is fake and scam company ,they send me an email about documents , i didnt pass the verifications proccess but thats not true, i have send a lot of documents and all of them are ok but i think they are scam and fake company ,bye

Can you please forward the e-mail to nikolas.b@casino.guru for further review?

Yes of course i will do that now 😉

Hello dietprada,

I still haven't receive any e-mail from you. Did you send it already?

Also please note that if we won't get any respond in the next 7 days, we will be forced to close the complaint.

Dear dietprada,

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.

The complaint will be now closed for the above mentioned reason.