Casinoly - Выигрыши игрока задерживаются.

I made a deposit at Casinoly and managed to win, but they haven't credited my money. They initially said it would be deposited within three business days. Once those days passed, they extended it to five business days. It's always the same story—they say it's delayed and will be deposited soon, but the money never arrives. It’s truly disappointing.

Fiz um depósito no casinoly, obtive ganhos porém eles não depositaram meu dinheiro, dizem que dentro de 03 dias úteis depositam, aí passa os dias dizem que até 05 dias úteis e sempre a mesma coisa dizem que está em atraso e que iram depositar, mais nada do dinheiro, lamentável.

Dear adrianovolverine1984,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear Veronica, when you contact the casinoly chat, you are told that the withdrawal takes three working days. This information is not included in any official casinoly information, but we all know that a transfer doesn't take that long anywhere in the world. It's strange to get such quick answers to questions or problems and not get such agility in paying users of the platform. Deposits, on the other hand, are cleared on the spot, which makes no sense.

Caro (a) verônica ao entrar em contato com o chat do casinoly é informado que o saque é de três dias úteis, essa informação não consta em nenhuma informação oficial do casinoly, porém todos sabemos que uma transferência não demora tanto assim em lugar nenhum do mundo, é estranho obter respostas tão rápidas quanto as dúvidas ou os problemas e não obter tal agilidade para pagamento dos usuários da plataforma. Já os depósitos são compensados na hora, não tem lógica isso.

I understand your disappointment. However, as I stated in my first reply, sometimes the delays in the payment are caused by external factors that the casino cannot influence. Could you please specify when exactly you submitted your withdrawal request?

Have you been asked to submit any identity documents for KYC verification?

Have you accumulated your winnings with or without an active bonus?

I've been in this fight for almost a month now, trying to resolve the withdrawal issue, everyone says something and no one solves anything, my winnings were fair with deposit money, but during the complaint process, the platform returned the money to the gaming account, without even informing the reason, after so much waiting, this casino is a disappointment, so as not to waste any more time or anger, I reset my account and simply don't play there anymore, I just warn other players not to fall for it, like me and others, try to get informed before anything else, nothing more.

Estou desde o dia 06 agosto nessa luta faz quase um mês, tentando resolver a questão do saque, cada um fala uma coisa e ninguém resolve nada, meus ganhos foram justos com dinheiro de depósito, porém durante o processo de reclamação desta, a plataforma devolveu o dinheiro a conta de jogos, sem ao menos informar o motivo, depois de tanta espera é uma decepção esse cassino, pra não perder mais tempo nem passar mais raiva zerei minha conta e simplesmente não jogo mais aí, só deixo meu alerta aos outros jogadores que não caiam nessa, como eu e outros, procurem se informar antes de qualquer outra coisa., nada mais.

Dear adrianovolverine1984, I am sorry to hear that the casino returned the money to your gaming account. Do I understand correctly that you played with that money and lost it?

Dear adrianovolverine1984,

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.

You still insist on continuing the service after more than a month's wait, when you haven't deposited the money and have returned the Casino's account, you're playing with people, shame on you and stop deceiving others.

Vocês ainda insistem em dar continuidade no atendimento depois de mais de 01 mês de espera, sendo que não depositaram o dinheiro e devolveram a conta do Casino, vocês estão a brincar com as pessoas, tomem vergonha e parem de enganar os outros.

I'm sorry, but we can only assist players who are willing to cooperate with us. It's crucial that you answer all the questions I give you and clarify your problem as much as possible. You mentioned that the money you wanted to withdraw was returned to your gaming account. Did you play with the money and lose it, or is it still in your account and you wish to withdraw it? Please let me know if you wish to continue with your case.

Dear adrianovolverine1984,

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.

Yes, after waiting more than 5 days, they returned the balance in the account, I played and lost the money.

Sim, depois de aguardar o prazo de mais de 05 dias, eles devolveram o saldo na conta, eu joguei e perdi o dinheiro.

Thank you for your response. I’m truly sorry to hear that you lost your funds. Unfortunately, as the money was spent during regular gameplay, we are unable to assist with retrieving those funds. We will now have to close this complaint.

I appreciate your understanding, and I regret that we couldn’t provide more help in this instance. Should you encounter any issues with this or any other casino in the future, please don't hesitate to reach out to us again.

Wishing you the best moving forward.

Veronika

Casino Guru