Casinoly - プレイヤーの撤退が遅れています。

I played with real money and managed to win a bit, so I decided to withdraw R$ 1,400.00. I requested this on 07/30/24 via PIX. After four days of contacting support through chat, I was informed that this type of withdrawal was experiencing issues, and I should cancel it and try a different method through bank transfer. That's what I did, and they told me it would take another three business days, the usual timeframe they give. However, six days have already passed, and they keep telling me via chat that the finance department is delayed. I have a feeling this isn't true. It's always the same formal, canned response. I researched this casino and found good reviews, but now I'm facing this issue. Other casinos I play at take a maximum of two days for withdrawals, but this one has exceeded that and is making me very uneasy.

My login at Casinoly is: Petala56

Another thing, I tried emailing the address provided on the casino's website, and Google bounced it back saying the address was incorrect.

I hope you can help me, thank you.

Joguei com dinheiro real e consegui ganhar um pouco e resolvi levantar R$ 1.400,00 isso solicitei em 30/07/24 através de PIX depois de quatro dias em contato pelo chat fui informada que este tipo de saque estava com problemas para eu cancelar e fazer outro levantamento por transferência bancária, pois bem foi o que fiz e me falaram que ia ser contato novamente os três dias úteis prazo que eles dão mais já faz seis dias e eles me informam por chat que o financeiro está com atraso mais sinto que é não é verdade, sempre a mesma informação formal, criada. Pesquisei sobre este casino e obtive boas noticias e agora me vejo com este problema, outros casinos que jogo quando faço retirada demora no máximo dois dias, mais este já passou da conta e está me dando muita insegurança.

Meu Login no Casinoly é: Petala56

Outra coisa tentei encaminhar um e-mail indicado no próprio site do casino e o google devolveu dizendo que não confere.

Espero que vocês me ajudem, obrigada.

Dear Pupi56,

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,

Dominika

Good morning! I would like to inform you that my deposit was made today, thus resolving my complaint.

Please close my case with Casinoly, it took a while but they have completed my withdrawal, I appreciate Casino Guru's attention in helping me with this problem, thank you very much.

Bom Dia! Quero comunicar que foi realizado o meu depósito hoje, resolvendo assim a minha reclamação.

Favor dar encerrada a minha ocorrência com relação ao Casinoly, demorou mais concluíram o meu levantamento, agradeço a atenção do Casino Guru em me ajudar com este problema, muito muito obrigada.

Dear Pupi56,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru