Casinoly - O jogador acredita que o seu pagamento foi atrasado.

I made a withdraw for 52 euros with Skrill on friday 15.03.2023.

I was told that the withdraw time is 3 working days, so on wednesday 20.03.2023 I went to live chat again about it and I was told that it should be processed by the end of the day as 3 full working days has passed then.

However the next day on 21.03.2023 my withdraw still wasn't approved so I went to ask live chat about it again and they said that they are really sorry and that there is really no execuse for them for delaying payment and that they will process it in the next 2 hours.

It's now 22.03.2023, 22 hours more have passed since that 2 hour withdraw window that they promised and nothing has happened.

It seems to me that they try everything in their power to make you go cancel your withdraw and lose it. I don't recommend to play on this casino if you want to see your winnings any time soon. They have such problems with as minor withdraws as 52 euros..

Looking forward to hear from you Casinoly Casino soon!

Dear Kukko789,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kukko789,

Have you received your withdrawal from the casino yet?

Dear Kukko789,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.