Casinoly - O levantamento dos prémios dos jogadores está atrasado.

I have deposit 1410 inr into my casionly account on 16.03.2024 through upi . When i withdrawal my money in crypto they will ask use same method as you deposit and they don't have upi and bank withdrawal option. So i deposit through crypto 894 inr on 26.03.2024 through LTC cryptocurrency. I issued withdrawal on 26.03.2024 and still pending. No confirmation response form their customer.

Dear Meerarajput09,

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

Now they decline my payment and also disable my account without any notification. I have all the details for kyc verification. My account has been block without any notification.

Thank you very much for your reply, Meerarajput09. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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

Do I understand correctly that your account has not been verified yet?

I play all the games like slot ,casino and sports betting but mostly i play casino.

I accumulate wining without any bonus.

They will not asking any documents for KYC during withdrawal time. I have all the details for KYC verification but

they have disabled my account without any reason or notification.

Have you tried contacting the casino regarding this issue? 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.

I have tried to contact casinoly customer care team many times and asking reason of disable of my account. They will not give proper answer or left the chat without giving answer. I am sharing my conversation with casinoly team below..

Thank you very much, Meerarajput09, 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 Meerarajput09,

I am so sorry to hear your withdrawal hasn't reached you yet and your account got blocked. 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 state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any specific reason why the player's account got blocked?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for reaching out.

Please be informed that we sent you an email to stefan.m@casino.guru. Looking forward to your reply.

Best regards,

Casinoly.com

Hello Meerarajput09,

Could you state what the disputed amount of 1410 INR stands for? It doesn't match with your deposit amounts or withdrawal amounts.

I'll be awaiting your reply.

Dear Meerarajput09,

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.