Casinoly Casino - Играчът твърди, че плащането към него е забавено.

Hello Casino Guru Team,

I hereby file an official complaint against Casinoly.

On May 23, 2026, I requested a payment of €300 via bank transfer.

The status has remained unchanged at "being processed" ever since.

This constitutes a blatant violation of the casino's own terms and conditions, which stipulate a maximum processing time of three business days. This contractual deadline has now been exceeded threefold. Since then, support has been stalling me with automated messages citing a supposedly high workload and falsely claiming that my case has top priority. A deadline I set for June 1st, 2026 at 12:00 PM was completely ignored. According to the employee, everything is fine with my withdrawal and I should be more patient. However, the funds have still not been released. This is clearly a delaying tactic to pressure me into canceling my winnings.

According to the emails, everything is fine with my payout, only the payout is delayed.

I ask for your support in resolving this artificial blockage.

Thank you so much for your help!

Hallo Casino Guru Team ,

ich reiche hiermit eine offizielle Beschwerde gegen Casinoly ein .

Ich habe am 23.5.2026 eine Auszahlung per Banküberweisung in Höhe von 300 € beantragt.

Der Status steht seitdem unverändert auf „wird bearbeitet" .

Damit verstößt das Casino massiv gegen seine eigenen Allgemeinen Geschäftsbedingungen (AGB) , die eine Bearbeitungszeit von maximal 3 Werktagen festlegen. Diese vertragliche Frist ist mittlerweile um das dreifache überschritten . Der Support vertröstet mich seither mit automatisierten Textbausteinen über ein angeblich hohes Arbeitsaufkommen und behauptet fälschlicherweise der Fall hätte höchste Priorität. Eine von mir gesetzte Frist zum 1.6.2026 um 12Uhr verstsrich komplett fruchtlos und wurde ignoriert. Lt den Mitarbeiter sei mit meiner Auszahlung alles in Ordnung und ich möchte mehr Geduld aufbringen . Eine Freigabe des Geldes erfolgte trotzdem nicht . Es handelt sich um eine offensichtliche Hinhaltetaktik , um mich zu einer Stornierung des Gewinn zu bewegen.

Lt den Mails sei mit meiner Auszahlung alles in Ordnung nur die Auszahlung würde sich verzögert.

Ich bitte um Ihre Unterstützung , um diese künstliche Blockade zu lösen .

Vielen Dank für Ihre Hilfe

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Dear LUXEN,

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

Since I always received my previous withdrawals within a maximum of 3 days (even overnight) in my bank account, and was assured by email that my withdrawal was in order, but it was delayed despite prioritization (due to high withdrawal volume), I decided to contact you after countless emails and multiple requests for a withdrawal. The casino was informed of this intention but ignored it.

Da ich meine vorherigen Auszahlungen immer bereits nach spätestens 3 Tagen ( sogar nachts) auf mein Bankkonto erhielt, mir per Mail versichert wurde das mit meiner Auszahlung in Ordnung ist, es sich aber trotz Priorisierung zeitlich (aufgrund zu großen Auszahlungsvolumen ) verschiebt, habe ich mich nach unzähligen Mails und mehrfachen bitten um Auszahlung entschieden mich bei Ihnen zu melden. Das casino wurde über dieses Vorhaben informiert, ignorierte es aber

The payout of €23.50 arrived today, June 4th. I will definitely not be playing at this casino again.

Auszahlung von 23.5 kam heute am 4.6 bei mir an .Dieses casino bespiele ich definitiv nicht mehr

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LUXEN,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla