Hello, I received the payment confirmation by e-mail on May 11th, 2022. The usual fuss. Payment to credit card within 3-5 working days.

Who can help?

Hallo,ich habe die Auszahlung Best?tigung am 11.05.2022 per E-Mail erhalten.Das übliche Gezetere.Auszahlung auf Kreditkarte innerhalb 3-5 Werktage.Auf Nachfrage hie? es das Geld wurde ausbezahlt,aber auf meinem Kreditkartenkonto ist bis jetzt nichts eingegangen.

Wer kann helfen?

Hello Swen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoly. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings?

Please note that if you are not yet verified, you won't be able to withdraw and it might take up to 14 days after successful verification to receive the money. Also please note that if you have requested for the withdrawal only a week ago, the casino is still within a good time frame as I mentioned above, it might take up to 14 days.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I applied for the first payout on May 4th, 2022.

On May 11, 2022, I received confirmation that the payout had been approved and should be credited to my credit card account in the next 3-5 working days.

After 7 days I asked in the live chat if the money was on the way, I got the answer that the money should already have been in the account.

Of course I looked it up, but unfortunately I couldn't see any credit yet.

The account is verified otherwise I would not have received a payout approval.

What now?

Regards, Swen Walloch

Hallo Nick,

am 4.5.2022 habe ich die erste Auszahlung beantragt.

Am 11.05.2022 bekam ich die Best?tigung das die Auszahlung genehmigt sei und in den n?chsten 3-5 Werktagen auf meinem Kreditkartenkonto eingehen müsste.

Nach 7Tagen fragte ich im Live Chat nach ob das Geld denn auf dem Weg ist,da bekam ich als Antwort das Geld müsste schon auf dem Konto eingegangen sein.

Klar schaute ich nach,aber leider konnte ich noch keine Gutschrift sehen.

Das Konto ist verifiziert ansonsten h?tte ich doch keine Auszahlung Genehmigung erhalten.

Was nun?

Mfg Swen Walloch

Hello Swen,

Thank you for the additional information. I will now forward your complaint to my colleague Natalia who will try to get in touch with the casino.

Wish you best luck resolving it.

Regards,

Nick

Hi Swen,

I've just reviewed your case and fully understand your concerns. To help you resolve your problem, I will contact the casino.

I'd like to invite a representative from the Casinoly team to participate in this conversation. I hope you will be able to share with us more information regarding the delay of the player's withdrawal.

Kind regards,

Natalia

Good day,

Thank you for reaching out.

We have double-checked the completed payment with the provider and were informed that it was unfortunately unsuccessful. The withdrawal amount was therefore returned to the client's balance. We have emailed the client asking for their Bank account details to arrange the manual payment. We will do our best to accelerate the process once we get the payment details.

Please feel free to contact us if you have any questions.

Sincerely,

Casinoly

Thank you for the reply, Casinoly team!

Dear Swen, can you please confirm that the requested amount was returned to your account at Casinoly? Have you received the email from the casino? Please, let me know if you're in touch with the support.

Best regards,

Natalia

Dear Swen,

Have there been any updates regarding your issue?

I'm extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Regards,

Natalia

Hi all,

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

Regards,

Natalia