Casinoly Casino - La retirada del jugador se ha retrasado.

I've been waiting for my winnings to be paid out since 4/10/22. It's €500 I won at Casinoly. Nothing happens at all. I get stalled every time and have been told so many times that it has been escalated to the finance department..or that there are too many requests for payment, you should be patient. And since April 18th, 2022, the €500 has simply been deleted!!! I have never experienced anything like this, please help me get my money. Thanks very much

seit dem 10.4.22 warte ich  darauf, dass mein Gewinn ausgezahlt wird. Es sind 500 € die ich bei Casinoly gewonnen habe. Es passiert überhaupt nichts. Ich werde jedes Mal hingehalten, und es wurde mir schon so oft gesagt das es an die Finanzabteilung weitergeleitet wurde.. oder dass es zu viele Zahlungsanfragen gibt, sollten Sie geduldig sein. Und seit dem 18.04.22 wurden die 500€ einfach gelöscht !!! Ich habe so etwas noch nie erlebt, bitte helfen Sie mir, mein Geld zu bekommen. Vielen Dank

Dear denizdeno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?

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

Best regards,

Petronela

Hello Petronela,

I have never paid anything there in the past, for the first time.. and I shouldn't verify myself yet.The answers keep coming as we have a lot to do please be patient.The same messages were forwarded to the finance department every day and the payout was on 4/10/22 so far nothing has happened. I hope it will be clarified.

Hallo petronela,

habe in der Vergangenheit noch nie da was ausgezahlt, zum ersten Mal.. und verifizieren sollte ich mich noch nicht.Es kommen halt immer wieder antworten wie wir haben viel zutun bitte geduldigen sie sich.Es wurde an die finanzabteilung weitergeleitet jeden Tag die selben Nachrichten und die Auszahlung war am 10.4.22 bis jetzt ist nix passiert. Ich hoffe es wird noch geklärt.

Thank you very much, denizdeno, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello denizdeno,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to invite Casinoly to join the conversation and to participate in the resolution of this complaint.

Dear Casinoly,

Can you please provide an update regarding the player's withdrawal and the reason for the delays?

Dear all,

Thank you for reaching out!

We would like to express our apologies for the delay with the withdrawal. We confirm that the payout of 500 EUR was processed from our side yesterday and the next payout will be prioritised.

Rest assured that we strive to provide excellent customer service in a timely manner, and we apologise for the inconvenience caused.

Best regards,

Casinoly.com

Dear Casinoly,

Thank you for your response and for updating us on the situation.

Dear denizdeno,

Please let us know when you have received the payment.

Hello, as I have just seen, the money has now arrived. Many thanks to Casino guru for the quick help!! And thanks to casinoly for finally making it ... I hope in the future the edits will need 3 working days to be processed successfully as it says on the homepage.

Hallo wie ich gerade gesehen habe ist das Geld nun angekommen. Vielen Dank an Casino guru für die schnelle Hilfe!! Und danke an casinoly das ihr es endlich mal geschafft habt … ich hoffe in Zukunft werden die Bearbeitungen 3werktage brauchen um erfolgreich bearbeitet zu sein wie es auf der Homepage steht.

Dear denizdeno,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate 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,

Adam