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Good evening. I made a withdrawal on 10/1 and on 16/1 they told me there was some error with their system and they cancelled it. I made another withdrawal on 16/1 and today 22/1 even though they have told me they've transferred the funds, they cancelled it again in the afternoon. They said the provider didn't accept it. And of course, I made another withdrawal today using a different method, but I'll still be waiting a long time again.

Καλησπερα. Εκανα μια αναληψη στις 10/1 και στις 16/1 μου ειπαν οτι εγινε καποιο σφαλμα απο το συστημα τους και μου την ακυρωσε. Ξανακανω στις 16/1 και σημερα 22/1 ενω μου εχουν πει οτι η μερια τους εβαλε τα λεφτα ξανα το απογευμα μου την ακυρωνουν. Οτι ο παροχος δεν το δεχτηκε. Και εννοειται οτι ξαναεκανα σημερα με αλλον τροπο την αναληψη αλλα και παλι θα περιμενω πολυ.

Dear stardow,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casinoly.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you communicated with customer support regarding the issue with your withdrawal? What was their suggestion?

Could you kindly confirm if you passed the full KYC verification?

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

Veronika

Good Evening. Of course, I have talked with them many times.

The first time the cancellation took place, they told me to make another withdrawal (bank transfer), which I did normally with whatever was needed. I contacted again and they told me that everything is fine and I just have to wait 3 working days again. This happened on 16/1, so I waited until 22/1. And yesterday they told me again that it was canceled and to try a new withdrawal method where I did the simple method with a simple withdrawal to the card with which I make deposits.

My account has not required verification.

Thank you very much.

Καλησπερα. Φυσικα εχω μιλησει μαζι τους πολλες φορες.

Στην πρωτη φορα που εγινε η ακυρωση μου ειπαν να κανω με αλλον τροπο αναληψη (bank transfer) το οποιο εκανα κανονικα με οτι χρειαζοταν. Επικοινωνησα ξανα και μου ειπαν οτι ειναι ολα σωστα και απλα πρεπει να ξαναπεριμενω 3 εργασιμες ημερες. Αυτο εγινε στις 16/1 οποτε μεχρι τις 22/1 περιμενα. Και χθες μου ειπαν ξανα οτι ακυρωθηκε και να δοκιμασω με νεο τροπο αναληψης οπου εκανα τον απλο τροπο με απλη αναληψη στην καρτα με την οποια κανω και καταθεσεις.

Ο λογαριασμος μου δεν εχει χρειαστει να κανω επαληθευση στοιχειων.

Ευχαριστω πολυ.

Hello.

Still got no update from the payment. It is the 4th day today i just ask them if there is gonna be a rejection again and they told me that ''no , you will just have to wait for it to be transfered.''

Today, for the 3rd time, there was a cancellation.

Σημερα για 3η φορα εγινε παλι ακυρωση.

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

Good morning!

The latest update is that they told me that the relevant department will contact me via email to make the withdrawal from there. So far, however, I have not received any email, it is the third day and the request to the competent department has been made since Saturday.

Καλημερα!

Τελευταια ενημερωση ειναι οτι μου ειπαν οτι το αρμοδιο τμημα θα επικοινωνησει μαζι μου μεσω email για να γινει η αναληψη απο εκει. Μεχρι στιγμης ομως δεν εχω λαβει κανενα email ειναι η τριτη μερα και εχει γινει απο το σαββατο το αιτημα στο αρμοδιο τμημα.

Good morning.

It's still the 4th day and I haven't received an email. Have you contacted them? Personally, I can't make a point. They say that there is a long wait, but even then it is not explained that much.

Καλημερα.

Ακομα 4η μερα και email δεν εχω λαβει. Εχετε επικοινωνησει μαζι τους? Προσωπικα δεν μπορω να βγαλω ακρη. Λενε πως υπαρχει αναμονη μεγαλη αλλα και παλι δεν εξηγειται τοσο πολυ.

No reply?

Καμια απαντηση?

Good Evening.

I can't get any edge. They don't send me any emails. A request for manual withdrawal has been made since 1/27 by the competent department. Even today they answered my chat automatically.

Καλησπερα.

Δεν μπορω να βγαλω καμια ακρη. Δεν μου στελνουν κανενα email. Εχει γινει απο τις 27/1 αιτημα για manual withdraw απο το αρμοδιο τμημα. Ακομα και σημερα μου απαντανε στο chat αυτοματοποιημενα.

Hello stardow,

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

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

Dear Casinoly,

Can you please explain why the withdrawal process needs to be requested via email and why the player has not yet been contacted?

Thank you.

Kind regards,

Tomas

Casino.Guru

Good Evening.

Yesterday I received the email to do the withdrawal manually. They asked for my account details. I received it almost after 8 working days. And they always tell me that I have to wait 3-5 working days for the manual withdrawal to be done by them. On 10/2 the case closes, almost 1 month since I tried to make the withdrawals.

Καλησπερα.

Χθες ελαβα το email για να γινει χειροκινητα η αναληψη. Μου ζητησανε στοιχεια λογαριασμου. Το ελαβα σχεδον μετα απο 8 εργασιμες ημερες. Και παλι μου λενε οτι πρεπει να περιμενω απο 3-5 μερες εργασιμες να γινει η χειροκινητη αναληψη απο αυτους. Στις 10/2 κλεινει η υποθεση σχεδον 1 μηνα απο τοτε που προσπαθησα να κανω τις αναληψεις.

Hello stardow,

I'm not sure if I understand you correctly, but have you already received the payment?

No, they just sent me the email to give them my bank account details so that their financial department can proceed with the payment. So I'm waiting for the payment to be made, but they told me again in 3-5 working days.

Οχι απλα μου στειλανε το email για να τους δωσω τα στοιχεια του τραπεζικου μου λογαριασμου ωστε το οικονομικο τους τμημα να προχωρησει στην πληρωμη. Οποτε περιμενω να γινει η πληρωμη αλλα μου ειπαν παλι σε 3-5 εργασιμες ημερες.

Thank you for confirming that, stardow. I kindly ask you to let me know if the payment arrives during the period we are waiting for the casino to respond.

Good morning.

I spoke with them again today in live chat and they asked me to be a little more patient. These things don't happen. Big disappointment.

Καλημερα.

Μιλησα παλι μαζι τους σημερα σε live chat και μου ζητησανε ακομα λιγο υπομονη. Δεν γινονται αυτα τα πραγμαρα. Απογοητευση μεγαλη.

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’ which may negatively affect its rating.

Good morning.

Even today when I spoke with them they are still telling me the same messages. That more patience is needed and that the finance department is examining my payment.

It's been a month and 3 days and my patience has run out. They didn't answer here, of course, because they must have made a big mistake with my ascension.

And we are talking about an amount of 500 euros, which is the minimum.

Tomas, what else can I do?

Καλημερα.

Ακομα και σημερα που μιλησα μαζι τους εξακολουθουν να μου λενε τα ιδια μυνηματα. Οτι χρειαζεται και αλλη υπομονη και οτι το τμημα οικονομικων εξεταζει την πληρωμη μου.

Εχει περασει ενας μηνας και 3 μερες και η υπομονη μου εχει εξαντληθει πλεον. Δεν απαντανε εδω εννοειται γιατι σιγουρα εχουν κανει λαθος μεγαλο με την αναληψη μου.

Και μιλαμε για ενα ποσο των 500 ευρω το οποιο ειναι ελαχιστο.

Tomas τι αλλο μπορω να κανω?

Good morning.

Since the day before yesterday in the live chat, I have been getting replies like: Your request is on final stage from relevant department.

It's something they say all the time.

More than 8 days have passed since the last day they asked me for my bank details. Since then nothing, no response.

Καλημερα.

Απο προχθες στο live chat παιρνω απαντησεις τυπου : Your request is on final stage from relevant department.

Ειναι κατι που λενε συνεχεια.

Εχουν περασει πανω απο 8 μερες απο την τελευταια μερα που μου ζητησαν τα στοιχεια της τραπεζας μου. Απο τοτε τιποτα, καμια απαντηση.

The money was credited today after 1 month and 7 days of suffering.

Thomas and Veronica, thank you for your help.

You can close the complaint.

Σημερα πιστωθηκαν τα λεφτα μετα απο 1 μηνα και 7 μερες ταλαιπωρια.

Τομας και Βερονικα ευχαριστω για την βοηθεια.

Μπορειτε να κλεισετε το παραπονο.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal request was processed from our side on 17.02.2024.

Please accept our sincere apology for the inconvenience caused.

Best regards,

Casinoly.com

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, stardow, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru