Complaint #90 Casinoly Casino

Withdrawal delay of 3 months

By diegol77

2 months ago

Hi, my account was closed on this casino 3 months ago. Ever since I've been in contact with them to withdraw the funds that were on my account, which are almost 3000 euros. They asked me for kyc which I sent a long time ago, however I haven't received any response after all this time, they just keep saying that the deparment is checking... i created complaints yet they don't respond to them either

Disputed Casino Casinoly Casino

Reason Declined payment

Amount €3000

Discussion

62 hours left for diegol77 to respond.

Casinoly Casino

• Representative

1 day ago

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,
Casinoly Team

diegol77

1 day ago

Could you send me screenshots of the latest transactions on my account and phot of my money in my account?

Thanks

diegol77

2 days ago

Thank you for your reply and the payment.
When my Casinoly account was closed, I had €2,800 in it, and I have been paid €2,400, so there is still money outstanding.

Thank you.

Casinoly Casino

• Representative

2 days ago

Dear Player,

Thank you for confirming receipt of the €2,400 payment.

Regarding the remaining €400 you mentioned, could you please clarify or provide a breakdown of how this figure was calculated? According to our records, your remaining account balance was refunded in full.

Once we have these details, we will be happy to review your account further.

Best regards,
Casinoly Team

Casinoly Casino Complaint Stats

Resolved 24 / 25

Avg. Amount $1,170

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Casinoly Casino Complaints

See all complaints for this casino

I haven't been paid my winnings for almost a month

Hi. At the beginning of July, I registered on the Casinoly website and was lucky enough to win a little more than 2000 euros. According to the rules of the platform, I can create 1 withdrawal request in 24 hours and no more than 500 euros. OK, I have created 4 applications for 500 euros. The first application was created on 2/07/ and the first 500 euros were credited to my wallet on 6/07/. There are still 1,500 euros left in the balance, but no more money has been credited to my account until today. Withdrawal requests were created on July 3.5 and 7. In an online chat every day, they tell me that everything is fine and I have to wait, but I have been waiting for almost a month, and the money has not been credited to my balance. Attached is a screenshot with a story where I created withdrawal requests and waited until July 14th. It's about 9-13 days after I created them... Next, I canceled the withdrawal requests and recreated them with another crypto wallet, but it also didn't help. Another 7 days have passed, but the withdrawal from 14/07 is still not processed. I have not received an answer as to why this is happening, but in an online chat I am informed that they do not have the information of the finance department. I ask the representatives of Casinoly to give me an answer about what is happening and send my winnings to my wallet, as I have been waiting for a whole month.

57h left

€1,500

they should at least sent the withdraws in time

Hello, i was playing at this operator and after i won some money i made some withdraws, which went through without any issues. I was at that time VIP Level 3 i think. Means i was allowed 800 Euro per day and 10k per month in total. After a while they restricted my stake limit to 1 Euro at sportsbetting and so i wanted to withdraw everything - also they downgraded me to level 1, which means only 500 Euro per day and 7k max per month. Their T&C saying it takes up to 3-5 working days, but they are delaying withdraws to 15-20 days means i would need 6-7 months to withdraw all. I want them to stop doing this and sent my withdraws in time. Since i am not allowed to play anymore, they should at least sent the withdraws in time!

Unresolved

€7,432

Very disappointed account deleted after withdrawal

I recently had a very unpleasant experience with this online casino. I played fairly and followed all terms and conditions, and after some wins, I decided to withdraw my earnings. Everything seemed fine at first – the withdrawal was processed after a few days – but then, out of nowhere, my account was deleted without any explanation.

I received no warning, no email, no reason given. Just locked out completely. This is extremely frustrating and feels like a dishonest move, especially considering I had just withdrawn money. It’s unacceptable for a platform to treat its players this way, especially after trusting them with both time and money.

I reached out for support, but the lack of transparency and communication has made me lose all trust in this site. I would advise others to be cautious – just because they let you play and win doesn’t mean they’ll treat you fairly afterward.

Resolved

Casinoly Casino- Impossible to self exclude from this casino

I have been asking this casino to ban my account since March 23rd due to solicitation of their self-exclusion policy. We are April 11th now. On their website in the responsible gambling policy, their are required to ban my account 24h after I request it. They are not doing anything even though I follow-up with them many times during weeks! I am soliciting the use of their self-exclusion responsible gambling policy but they are not doing their job. This casino needs to take accountability. I need my account banned now.

Resolved

Account reopened after self exclusion casinoly

Hello, I am writing to you to ask for help regarding a dispute I have with the online casino Casinoly. On November 13, 2024, I asked them via chat and email to permanently close my account because I am addicted to gambling. Attached is the email in question. On November 13, they responded and closed my player account. But in February 2025, I noticed that my account had been reopened, even though it had always been closed. I was tempted to gamble, and unfortunately, I started gambling again. Attached is a screenshot of the deposits I made. I am now asking them to correct their error and refund the deposits I made in 2025, totaling €441. I'd also like to take this opportunity to ask if anyone else is in my situation so we can file a group complaint. Thank you for your help and trust.

Resolved

€441

Bonus coins not credited

In Weekly challenge I made certain bet to make weekly challenge but they did not credit coins I should get from it. Asked many times from online support but they say there is problem with automatized system and nothing has happened concerning my request. Even they have said that my bets should qualify to make the weekly challenge.

Resolved

Withdrawl not being processed

Dear Sir, Mme,

I placeda withdrawal requests with Casinoly on January 19th.
Terms & conditions state that withdrawals are processed within 3 business days. It has now been 11 business days and the pending withdrawal request have disappeared from my profile. Live support could only say there were "delays" and could not provide a specific time frame for resolution of this issue.

I have copies of an email related to the withdrawal request dated January 19th.

I would like to file a formal complaint as the Casino appears unable to guarantee withdrawals within time frame specified in their own terms & conditions.

Thank you and kind regards,

Resolved

$275

Withdrawal pending since 9 days

Dear AskGamblers team,

I placed a withdrawal of 124$ on 13 January 2025 and haven't received it yet after multiple talks with the live chat.

The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again.

All my documents are verified and approved, still, they say there is a queue and keep delaying my payment.

Dear AskGamblers team, please do something about this Casinoly Casino, this is clearly harassment as my funds are stuck there and I need them, they keep holding them without a reason.

Kindly look into this matter urgently.

Thank you

Resolved

$124

The problem with the withdrawal of funds

Hello,

I was playing the sports section and had a problem withdrawing funds from the casino. casinoly.com I can withdraw money from the 19th to 145 euros.

The support said that the payment would be received within 3 business days, but they did not pass for me within 3 business days and did not pay,

I am writing to the support chat at any time, but they have the same answer, we have delays in payments, we have been waiting for delays for more than 7 business days a week, and each time they send me a reply that I am not worried, but for me, today they wrote that the payment is practically being processed, but nothing is coming to my wallet.

Even if I write to them tomorrow, they will give me the same answer, just wait and I can wait a month)

I also made a repeat payment in the amount of 291 euros, but it has already been 3 business days here, and there is no payment!

The total amount is 461 euros

Resolved

€461

Tournament Prize Money of 850 Euros Refused To Pay Out

I am writing to seek your assistance regarding an unresolved issue with my prize payout from the Autumn Roulette Race Week tournament. I placed third in this event, which can be confirmed by my betting history and the tournament leaderboard. According to the terms and conditions, the prize money of 850€ was supposed to be credited to my account within 72 hours. Unfortunately, four days have passed, and I have still not received the prize money. This is a clear violation of the terms and conditions from the casino side. I contacted live support expecting a resolution, on the contrary, I received an email stating "Following this email notification, any future tournament winnings will not be credited to your account". I responded with "There are still past tournament winning before this email that I have not received.", which is the 850 Euros, but got no response.

I put in the effort and hard work to get a got good placement in the tournament, but they can simple refuse to pay out and ban you from future tournaments. Maybe this is also happening to the other 9 people on the leaderboard with me. So the casino doesn't have to pay any prize money. Does this not sounds like a scam?

Could you please guide me on how to escalate this matter and ensure I receive the prize money owed to me? Thank you very much for your help.

Resolved

€850