Casinoly Casino - Pelaajan kotiutus on viivästynyt.

Asked for a 500 euros withdrawal a month ago ( worked fine before that one for many years) and after 15 days of generic responses by the livechat/mail the ask for documents verification ( alright why not) . I give them the documents and now we are 15 days later i still have no news , they give me generic responses all the time and the account is frozen (access but i cant play).

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents you provided to the casino and in which format?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

thanks for your help 🙂

Thanks for your reply.

But could you please list which kind of documents were requested from you, and specify which documents you ended up submitting to the casino?

The winnings you accumulated, did they originate from a bonus or a real money deposit without accepting a bonus?

Please let me know.

Thanks in advance for your cooperation.

Hello ,

Absolutely ,

They asked for :

-One identity document (Which have been accepted in a few hours)

-One selfie Photo ( 'pending approval' since 22 of december)

-Two Transaction History Documents ( 'pending approval' since 22 of december)

-A proof of adress (' pending approval' since 22 of december)

I gave the right documents as asked , but even if something is missing i have litteraly 0 non-generic answer (by live-chat or e-mail) which is kind of crazy i find ...

For the winnings , it is strictly with real money deposited and no 'bonus money'on the site

.

Thanks a lot,

Pierre-Marie

Hello PM9229,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Did the casino approve your documents and process your payout since your last post?

Please let me know.

Hello ,

They did not .

They validated my documents but the account still is limited and i can see still 'pending verification' on my profil...

thanks

Dear PM9229,

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,

Tomas

Dear player,

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?

Thank you in advance.

Dear All,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Casinoly Casino team

Dear Casinoly Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear All,

We are pleased to inform you that your withdrawal request has been successfully completed on 16 February 2026.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you for your patience.

Kind Regards,

Casinoly Casino Team

Dear PM9229,

Could you please confirm, if you have received the full disputed amount by now?

Thank you.

Dear PM9229,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru