The Complaints Team had ensured communication between the player and the casino, leading to the successful resolution of the player’s issue. The player from Italy had requested a withdrawal less than two weeks prior to submitting this complaint. The issue was marked as resolved once the player confirmed that the payment had been received. The Complaints Team had facilitated communication and provided support throughout the process. The player from Japan had won $2800 on 3/9 but faced issues withdrawing his winnings due to a lengthy KYC process. After submitting various documents, including proof of address, he had not received any updates despite multiple inquiries over a month.

Second withdrawal delayed for player.

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• The player from Spain had faced issues with his withdrawal request at an online casino.
• He received vague responses from support without any progress on his payout.

Player’s account closure request is ignored.

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As a result, we rejected the player’s complaint due to the breach of the casino’s terms and conditions. The player from India had their account verified and attempted a withdrawal, which was subsequently rejected. The casino requested additional KYC documents, and after the player provided an alternative ID, the casino closed the account, claiming the ID was fake. Upon review, it was determined that the documents provided by the player appeared to not be genuine.

After 20 days without approval, the player eventually received the withdrawal and canceled the complaint, confirming that the issue was resolved. We marked the complaint as resolved in our system and appreciated the player’s cooperation. The player from Italy had requested two withdrawals of 500 euros each, one via bank transfer and the other via credit card, but had not received the funds yet.

As part of our casino review process, our expert team gathers data regarding customer support options and available languages. Based on our estimates or gathered data, Casinoly is a very big online casino. When reviewing and assessing Casinoly, our independent casino review team has weighed its advantages and drawbacks following our casino review methodology.