Casinoly - Pelaajan kotiuttaminen viivästyy.

Hi,

I requested a withdrawal on 6/9/2024 and it's still pending. My account is fully verified. I have successfully withdrawal from this casino previously and it took close to 2 weeks before I received payment. But this time it's taking even longer. The terms says payment will be processed within 3 days, which obviously isn't true. Support keeps telling me that I will be paid soon but I'm not sure how much longer I need to wait. My payment method is cryptocurrency.

Dear Ninja8,

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 understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal?
• Which payment method to withdraw your winnings did you use in the past?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thanks for taking the time to look into my case. Please see below for answers to your questions...

Could you please advise when exactly you made the last successful withdrawal?

The last payment was received on 5th September 2024.

I've attached a screenshot of my withdrawal history. You'll see a total of 4 transactions, please note that this is all part of one payment/winnings split into portions as the casino has withdrawal limits of $800 max per day. The first 3 portions have been successfully paid and I'm just waiting for the last payment of $800, which seems to be experiencing extended delays.

Which payment method to withdraw your winnings did you use in the past?

Cryptocurrency

Did you accumulate your winnings with or without an active bonus?

No bonus was used

Update.... I logged onto my Casinoly account and noticed my account has now reverted back to being unverified. It was fully verified only a few days ago. See screenshot below. And suddenly they're asking for more documents. So I've sent in my bank statement to show my credit card deposits. The document was approved and now they're asking for a transaction history showing deposits made via PAYID. I don't remember using PAYID to make a deposit so I checked my Casinoly transaction history in attempt to find the date it was made and so then I could search my bank statement for the corresponding transaction. However Casinoly's transaction history page does not display any information regarding what type of payment method was used, it simply says "deposit". I asked live support for help, if they could give me the date that I used PAYID but then the agent gave me an email address to contact instead with my issue. So I just finished re-explaining everything on the email and just waiting for their response. They're really making me jump through hoops for this last payment. It's still puzzling to me why Casinoly is so highly rated on here, their processes and practices are flawed and way too painful and frustrating to be be held in such high regard , but I guess that's not for me to decide, each to their own.

Thank you very much for your reply, Ninja8. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

I've sent through to kristina.s@casino.guru screenshots of 2 emails I've sent the casino. The first one was sent over 7 days ago on 27 September asking the casino if they could give me the date that I use PAYID to make a deposit so I can check my bank records. I have not receive any response. The second one was sent today requesting pretty much the same thing. There were also some correspondence on Live Support but I didn't download the chat transcript at the time I can't retrieve them, but the casino should have those records if it becomes required. But there was no important information that came out of these sessions, I just enquired when I will get a response and the agent will tell me my issue has been been directed to the department responsible and they will contact me soon.

Hi,

I'm just providing some additional information. I have search through all my bank transaction history and I'm sure I did not deposit into this casino using PAY ID payment method. The casino is asking for my transaction record from my PAYID account for the month of July but I only made one deposit in July and this was via credit card (I've attached a screenshot of my casino deposit history for your reference) The casino is asking for documents which I'm unable to provide because they don't actually exist.

Thank you very much, Ninja8, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Ninja8 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoly for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear all,

In order to continue with verification of the customer we would kindly ask him to upload TRX from her bank use to top up her Commonwealth bank account.

Best Regards

Casinoly Team

Hi,

I've already provided this. It was uploaded on 27 September as shown on the casino's transaction history page. The file name of the document is CommBank_TransactionSummary_July2024.pdf

But I will resubmit it now.

Thank you to the both parties for the update. Please keep us informed about any new developments. Thank you in advance!

Dear Ninja8,

Kindly be informed that the document you had uploaded is not the correct one and the one we are looking for is additional documents which show your top-up of your  Commonwealth bank account.

Best Regards

Casinoly Team

Hi Casinoly,

Ok I may have misunderstood your request as the wording on them are quite convulated. I'd consider reviewing the writing of those instructions. Anyway, so basically you want to see the account that was used to fund my Commonwealth Bank account which then used to fund my casino account. Ok no worries I will upload this document now.

Thank you to the both parties for the update. Please keep us informed about any new developments. Thank you in advance!

Hi Casinoly,

I've uploaded the document you requested but I haven't received any updates on whether the document was approved. It's probably worth mentioning that if you need to see source of income, you won't find it on that account as I only use it for online transactions. My income is deposited into a seperate bank account. Let me know if you require this information, otherwise I'm expecting to receive an update on my casino account verification very soon. Cheers.

Hi Casino Guru, can you please make that previous post from Casinoly private? I prefer if my name and bank details are not made public. Thanks.

I've now uploaded the correct document. Apologies as I had forgotten that I made the transaction from my bills account (from another bank). Thanks.

Hi,

I have already sent this. I sent it via email because there is a technical error on your website which doesn't allow me to upload it onto the verification page. It had worked previously but nodw when I press the "UPLOAD DOCUMENT" tab I would get an error message "INTERNAL SERVER ERROR" (see screenshot #1 below) and I can't proceed any further. So i sent the docs via email (see screenshot #2 below) and explained the technical issue I was getting and the reason I could upload them onto the website. I received a response from support (see screenshot #3 below) telling me that I need to upload the documents onto the website. I tried again and still same error, nothing had been fixed and obviously my explantion of why I couldn't upload the document was completely overlooked. It's extremely frustrating dealing with these guys.

Please advise what I should do next. Until your website is fixed, I can't proceed any further. Can you please atleast acknowledge that there is a technical issue that needs attention, and that the issue is coming from the casino's end as I have tried with different browsers, different devices and even using a different internet service provider. Same result.

Dear Ninja8,

Thank you for your patience.

Thank you for your cooperation, we are happy to inform you that your gaming account was verified and your withdrawal should be with you very soon.

Best Regards

Casinoly Team

Thank you very much for the update Casinoly representative.

Dear Ninja8, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I'd wish to inform that my payment of $800AUD was deposited into my crypto wallet yesterday so consider this case close. Thank you Casinoly. And huge thanks to Casino Guru for facilitating. Your time and dedication to the online gambling community is much appreciated.

Dear Ninja8,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter C