Casinoly - Il giocatore ha difficoltà a prelevare le sue vincite.

I won at this casino. And wanted to pay off. The terms and conditions state that the finance department needs 3 working days. After 3 working days the status was still on pending.

I wrote to support. Couldn't find a solution.

So I canceled the payout again and made it again yesterday. Verification documents were not needed so far but were still sent by email.

Now the statement means that you had problems updating your software. I ask for help so that the payout takes place. Payment amount was requested with bank transfer. I am aware that this can take another 3-5 days. The point here is that it is still in the finance department and the casino is standing upside down and now comes with statements: Due to the software error, the check can now take even longer. The users cannot fault the casino's fault!

Ich habe bei diesem Casino gewonnen. Und wollte auszahlen. In den AGBs steht das die Finanzabteilung 3 Werktage benötigt. Nach 3 Werktagen war der Status immernoch auf Pending.

Ich habe mit dem Support geschrieben. Konnte keine Lösung erzielen.

Also habe ich die Auszahlung nochmal abgebrochen und gestern erneut getätigt. Verifizierungsdokumente wurden bisher nicht gebraucht wurden aber wurden Trotzdem per Mail zugesandt.

Nun heißt die Aussage das sie Probleme beim Updaten ihrer Software hatten. Ich bitte um Hilfe damit die Auszahlung stattfindet. Auszahlungsbetrag wurde mit Bank Transfer angefordert. Mir ist bewusst das dies nochmals 3-5 Tage dauern kann. Es geht hier darum das es immernoch in dee Finanzabteilung liegt und das Casino sich quer stellt und nun mit Aussagen kommt: Durch den Softwarefehler kann die Prüfung nun noch länger dauern. Für den Fehler des Casinos können die Nutzer nichts!

Dear Philip,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Could you please specify how many days ago exactly you've requested it?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your first answer.

I can understand the opinion. I am aware that the process of testing, verification and referral can take up to 14 days.

I am concerned with the fact that the payout is not even processed. In the terms and conditions it is stated that it is a maximum of 3 days in the finance department and that this has taken too long. When asked by the support team for verification documents, you get the answer: "No need, if someone will contact you."

It is easier for all parties if you send them straight away or if you can bear them if you need them. The problem here is that the application is permanently on pending and it doesn’t go a bit even though the website itself says that processing will take a maximum of 3 days

Vielen Dank für ihre erste Antwort.

Die Stellungnahme kann ich verstehen. Das der Prozess von Prüfungen, Verifizierung und Überweisung bis zu 14 Tage dauern kann ist mir bewusst.

Mir geht es hierbei um die Tatsache das die Auszahlung nicht mal bearbeitet wird. In den AGBs steht das es höchstens 3 Tage in der Finanzabteilung liegt und dies schon zu lange gedauert hat. Auf die Nachfrage beim Support nach Verifizierungsdokumenten bekommt man die Antwort: " Keine nötig falls doch meldet sich jemand."

Für alle Parteien ist es doch leichter wenn man diese gleich zusendet bzw erträgt sollte welche notwendig sein. Das Problem hierbei ist das der Antrag dauerhaft auf Pending steht und es nicht ein Stück vorangeht obwohl die Website selbst sagt das die Bearbeitung höchstens 3 Tage dauert

I fully understand your frustration, Philip. However, since you have cancelled the original withdrawal request and submitted a new one on the 14th of December, I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Philip,

Have there been any developments since our last conversation?

Dear Philip,

Have you received your winnings? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.