Casinoly Casino - El retiro del jugador se retrasa debido al cierre de la cuenta.

Withdrawal delay

My account was closed. They asked for my documents to verify KYC so they could withdraw my funds manually. So far, so good, but I've been waiting for a response for almost a month, and I always receive the same automated response to every email I send. Very poor customer service and very poor management. I've been waiting a month for a withdrawal. If you want to receive your money quickly (or receive it at all, since I don't know if I will be paid), don't register here! You're warned

Dear javi232323,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your documents haven't been approved?
• 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

Could you tell me which games you focused on?

A little bit of everything

Do I understand correctly that your documents have not been approved?

No, I sent them over a month ago and still haven't received a response. No matter how many attempts I've made to contact them, they just say they're busy.

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

I didn't use bonds

¿Podrías indicarme en qué juegos te concentraste?

Un poco de todo

¿Entiendo correctamente que sus documentos no han sido aprobados?

No, yo los envié hace más de un mes y sigo sin respuesta, por más intentos que haya de contactar, solo dicen que están ocupados.

¿Acumulaste tus ganancias con o sin bono activo?

No usé bonos

Hello javi232323,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, and I apologize for the delayed response, javi232323. 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.

Dear javi232323,

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.

Hello, sorry for the delay. I've been traveling. I've sent the new documents to the casino they requested. I'm waiting.

Hola, perdona por la tardanza, he estado de viaje. He enviado los nuevos documentos al casino que me pidieron, estoy a la espera

Can you please forward me the most recent communication between you and the casino?

And then I sent back what they asked me for.

Y después volví a envíar lo que me pedían

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear javi232323,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Casinoly,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear javi232323,

Thank you for bringing this to our attention.

We kindly inform you that you need to re-upload selfie against our site.

Our team has replied to your email on 29th of July informing you that you need to resend a new  selfie.

We kindly ask you to please resend a clearer version, as the casino name is not fully visible in the image provided.

Make sure that:

• Your face and ID are clearly visible
• The name of the casino is clearly readable.
• The photo is well-lit and not blurry

Thank you for your cooperation.

Kind Regards,

Casinoly team

Dear javi232323,

Could you please follow the casino's instructions and provide them with the fresh selfie? Please let me know once you do so.

I'll be awaiting your reply.

Hi, I've already sent it. I'm also emailing it to you, since I've had several selfies rejected where everything looks perfect. If they reject it, you'll see that it's completely unjustified.

Hola, ya la he envíado. Te lo envío también por correo a ti, ya que me han rechazado varias selfies en las que se ve todo perfectamente, para que si la rechazan veas que es algo totalmente injustificado

Dear Casinoly,

Could you please let us know whether the provided selfie was accepted and the player was verified?

I'll be awaiting your reply.

Dear javi232323,

We kindly inform you that your account is verified. However, the account will remain closed due to the following breach of Terms & Conditions :

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

<...>

Furthermore, we kindly inform you that an email was sent to you to provide us with you bank details, in order to proceed with the manual withdrawal of your active balance.

Thank you for your cooperation.

Kind Regards,

Casinoly team

Dear javi232323,

Could you please follow the casino's instructions and provide them with your banking details? Please let me know once you have responded to their email.

I'll be awaiting your reply.

Data sent

Datos enviados

Dear Casinoly,

Could you please confirm when the payment will be processed?

I'll be awaiting your reply.

Dear javi232323,

Thank you for providing your bank details.

We kindly inform you that we have forwarded your details to the appropriate department in order to initiate the withdrawal of your active balance.

Once there is an update we will notify you promptly.

Kind Regards,

Casinoly team

Dear Casinoly,

Thank you for your response and cooperation.

Could you please let us know once the withdrawal is processed?

I'll be awaiting your reply.

Dear All,

We are glad to inform you that the withdrawal of your active balance, has been successfully completed.

Thank you for your cooperation and understanding.

Kind Regards,

Casinoly Casino team

I have received the payment, thank you.

He recibido el pago gracias

Dear javi232323,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru