Casinoly - Der Spieler kann seine Gewinne nicht abheben.

I made a deposit of 100 reais and managed to win 240 reais. I am trying to withdraw but I am unable to do so.

Fiz um depósito de 100 reais e consegui ganhar 240 reais. Estou tentando fazer o levantamento más não consigo.

Dear Bikankafc68,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I've never made a withdrawal before because I've never won.

I didn't use any bonuses and I met all the criteria the platform asked for when making the deposit.

Nunca fiz retirada antes porque nunca tinha ganhado.

Não usei bônus e todos os critérios que a plataforma solicitou para fazer o depósito eu cumpri.