Casinoly - La retirada del jugador se ha retrasado.

I applied for a payout of €1,000 on July 21, 2022, and submitted all the necessary documents.

The payout is now pending. When I asked, I only got an email.

Hello Antje,

Thank you for contacting our Casinoly customer service.

Thank you for your patience. As we can see on your account your withdrawal request is still pending. Please note that the number of inquiries is very high and the process can therefore take a little longer than usual. We do our best to process your request as quickly as possible. We apologize for the wait

it's been almost a week now

Hab am 21.07.2022 eine Auszahlung von 1000€ beantrag , alle erforderliche unterlangen eingereicht .

Jetzt steht die Auszahlung in Pending . Bei Nachfrage hab ich nur eine email bekommen .

Guten Tag Antje, 

Vielen Dank, dass Sie sich an unseren Casinoly Kundendienst gewendet haben.

Danke für Ihre Geduld. Wie wir auf Ihrem Konto sehen können, dass Ihr Auszahlungsantrag noch im Bearbeitung steht. Bitte beachten Sie, dass die Nummer der Anfragen sehr hoch ist, und der Prozess deshalb etwas länger dauern kann als üblich. Wir tun unser Bestes um Ihre Anfrage so schnell wie möglich zu bearbeiten. Wir entschuldigen uns für die Wartezeit

das ist jetzt auch schon wieder fast eine Woche her

Dear Antje,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I think that I did everything right with the KYC verification, nothing came up that wasn't done right or was done wrong.

The amount should be transferred to my account, from where my deposits were made.

Denke schon das ich alles richtig bei der KYC-Verifizierung richtig gemacht habe , ist ja auch nichts gekommen das da was nicht Richtig gemacht wurde oder Falsch gemacht wurde.

Der Betrag soll auf mein Konto überwiesen werden, wo von auch meine Einzahlungen gemacht wurde.

Thank you very much, Antje, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Antje,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casinoly representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoly,

Could you please state why the player's withdrawal has not yet been paid out and when can she expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Customer,

Thank you for reaching out to us and letting us know of your disappointment.

First of all, we would like to apologize for the waiting time. Unfortunately, due to the high volume of requests, there can sometimes be a delay in the procedure. You can be assured that we will do everything in our power to avoid such a situation in the future.

As we can see, the documents were requested by our Financial Department in order to complete the verification of your game account with us. Unfortunately, the documents that you had provided us with so far are not sufficient, and an email has been sent to you today with the indication of the missing documents.

Let us kindly advise you to send the missing information as a reply to our today's email so that we can check them as soon as possible.

Thank you in advance for your cooperation.

Kind regards,

Casinoly.com

Dear Casinoly,

Thank you very much for the provided information.

Dear Antje,

Can I kindly ask you to provide the casino with the necessary documents and respond to this complaint after?

I am looking forward to your answer.

Kind regards,

Stefan

Dear Antje,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Kind regards,

Stefan

Dear Antje,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan