Complaint #1 Casinoly Sportsbook

Account closed and withdrawal delay

By javi____45346346523

1 year ago

Hi

My account was closed due to an administrative decision. I don't know the exact reason, but probably it was due to winning bets and thus getting limited. Anyway, I got asked to send my details for kyc verification through email, which would then be looked at by the relevant department to proceed with the manual withdrawal of the funds on my account. Nevertheless, 3 weeks have passed, and I still have not received an answer. All I get as an answer when I send emails are that they're sorry for the delay and that the department is looking into it.

Disputed sportsbook Casinoly Sportsbook

Reason Delayed payment

Amount €750

Discussion

AskGamblers

• Support Team

1 year ago

Dear Casinoly Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

javi____45346346523

1 year ago

Hi

The total funds amount to 750 euros

AskGamblers

• Support Team

1 year ago

Dear @javi____45346346523,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Casinoly Sportsbook Complaint Stats

Resolved 2 / 4

Avg. Amount $1,109

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Casinoly Sportsbook Complaints

See all complaints for this sportsbook

Delayed payouts and pending request limits

Complaint Details:

Casino: Casinoly
Total Balance at Risk: 2,502.70 CHF (1,500 CHF pending + 1,002.70 CHF blocked on account)
Payment Method: USDT (ERC20)
Date of Requests: August 22, 23, and 24, 2026

Description:

I am submitting a formal complaint against Casinoly for withholding my funds totaling 2,502.70 CHF.

I submitted three withdrawal requests of 500 CHF each on August 22nd, 23rd, and 24th, 2026 (Total: 1,500 CHF). According to information listed on AskGamblers, the standard processing timeframe for Casinoly withdrawals is 1–3 days. My requests have now been pending for over 7 to 9 days, which significantly exceeds this official timeframe. All three transactions remain stuck in "Under review" status.

Furthermore, I have a remaining real balance of 1,002.70 CHF in my account. Because Casinoly refuses to process the initial 1,500 CHF, I am blocked by the system error message "You have reached the maximum pending withdrawal requests", which prevents me from requesting a payout for my remaining funds. Effectively, my entire 2,502.70 CHF is being held hostage.

When contacting Live Support, representative "Lalisa" confirmed that the finance department has the requests, but explicitly refused to provide any timeframe or deadline, stating it could take an indefinite amount of time. My account is fully verified, and no terms or bonus rules have been violated.

Transaction IDs:

⁠cf120437-cd5d-4323-9038-86108b0f1768⁠ (500 CHF)
⁠3a40b5e8-5328-4933-986a-7dd06155b8e5⁠ (500 CHF)
⁠f353ccf4-b961-4311-b22c-77acc301da16⁠ (500 CHF)

I kindly ask the complaints team to intervene and urge Casinoly to process the pending 1,500 CHF withdrawals immediately so I can also withdraw the remaining 1,002.70 CHF balance.

Unresolved

CHF2,503

10 days delay of withdrawal

I have been waiting 10 days for a withdrawal of 255 euros.

Every time I speak to support, they say the usual waiting period is 3 business days, and they always assure me that my money is safe and I will receive it very soon.

It is getting really frustrating at this point. I have experienced many problems with different casinos, but I don't remember waiting 10+ days for a withdrawal.

I have contacted support multiple times, and it is always the same answer with no progress despite their promises of making my case a priority.

Resolved

€255

Casinoly Delayed Payment

When I contact about my payment I get same response.

Thank you for waiting. I understand your concern regarding your withdrawal.

Although there has been a delay, your withdrawal is still being actively processed.

I apologize for the inconvenience and can assure you that the withdrawal will be sent as soon as possible.

The status of your withdrawal will be updated in your balance history once it has been processed.

Your patience up to this point is highly appreciated.

Its been more than the stipulated withdrawal time.

They also didn't ask for my documents.

Please help me speed up the process

Resolved

₦297,106