Etheryl.io Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

Attempted withdrawal. Rejected. Sa

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Dear Piercev,

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,
Complaints Resolution Center

I have since received an email saying they would work with you on resolution

Still nothing except them saying that since I filed a complaint they would only proceed thru casinoguru

Dear Piercev,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They have now rejected the withdrawal request in full and credited it back to my account. They told me they wont deal with anything until they hear from you.

Now its frozen like this

I would like to provide some additional context that I believe is relevant to this complaint.

This is not my first withdrawal issue with Etheryl. During a previous withdrawal dispute, I experienced significant delays, staggered payments, and poor communication. That matter was eventually resolved, and my withdrawal was paid in full.

Following the resolution of that previous issue, I received a direct email from Samuel Hare, Managing Director of Etheryl, dated July 6. In that email, he apologized for the way my previous withdrawal had been handled and explained that the delays had been caused by a temporary liquidity and security review. He specifically assured me that:

• The review had been fully concluded.

• My account was in perfect standing.

• My higher withdrawal limits had been fully restored.

• Future withdrawals would be prioritized with zero delays.

• My account had been permanently moved to the "Instant Approve" VIP tier.

• I could contact him directly regarding any future account concerns.

Based on these written assurances from senior management, I believed the previous issues had been fully resolved and that future withdrawals would be processed without issue.

However, this complaint concerns a new and separate CAD $10,000 withdrawal.

When I contacted the casino to understand why this withdrawal request was being delayed, I received little to no meaningful response. After waiting without a clear explanation, I emailed the casino again and advised that, due to the lack of communication, I felt I had no choice but to file a complaint with Casino Guru.

It was only after I informed the casino that I intended to seek assistance from Casino Guru that I received a response stating they would communicate only through Casino Guru regarding this matter.

Since then, my withdrawal has been cancelled without any clear explanation.

As of today, my account still shows a balance of CAD $10,117.06, but I am no longer able to submit a withdrawal request. Instead, the withdrawal page displays the message "You cannot make payments," preventing me from accessing my funds. I have attached screenshots documenting this.

I have also provided screenshots of the July 6 email from the Managing Director, as I believe it is directly relevant to this complaint because it contains the assurances made to me following my previous withdrawal dispute.

Given the previous withdrawal issue, the written assurances I received directly from the Managing Director, and the current restrictions on my account, I respectfully ask the casino to explain:

• Why this separate CAD $10,000 withdrawal was cancelled.

• Why I am now unable to submit another withdrawal request.

• What has changed since I was assured that my account was in perfect standing and that future withdrawals would be prioritized with zero delays.

• Why the commitments made by senior management following the previous dispute are no longer being honoured.

I appreciate Casino Guru's assistance and am happy to provide any additional documentation that may assist in resolving this matter.

Thank you for your time and assistance.

Thank you for the update. Before I reach out to the casino, could you please clarify the following details?

• Could you confirm whether your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• To my understanding, you have had only one other successful withdrawal, which took 5 weeks to process. Were there any additional successful withdrawals? Were they all of the same payment method?

Thank you in advance for your clarification.

My account is fully verified.

No active bonus.

That was my most recent withdrawal issue. I have had many successful withdrawals before the recent issues.

Dear Piercev,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Piercev,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Etheryl.io Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Etheryl Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify why the player's withdrawal was initially delayed and subsequently rejected, leaving the player unable to make any further withdrawals, despite the account having prioritized withdrawal status.

Thank you in advance for your clarification. I look forward to your response.

Best regards,

Maria

Hi Maria,

Any update on this?

[Redacted]

We would like to thank Casino Guru for bringing this matter to our attention, and we sincerely apologize to the player for the extended delay in processing her remaining $10,000 withdrawal.

Following the completion of our account review and transaction audits, the account was initially flagged due to it allowing bets over the max bet on bonus funds, this did cause a longer review than intended. We are pleased to confirm that the remaining $10,000 balance has been approved for payment.

We would also like to clarify that the revised withdrawal limit applied to the account is part of the account’s ongoing monitoring conditions. Accounts subject to enhanced review measures may be assigned lower withdrawal limits than standard accounts as part of internal risk-management procedures. The first payment is ready to be issued today, and subsequent daily payments will follow until the full balance is cleared.

We have reached out to Piercev directly with full details regarding her account status and payment schedule. We thank the Casino Guru team for mediating and appreciate Piercev's patience while we complete these payouts.

Dear Piercev

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Kind regards,

Maria

The 10k payout has not in fact been approved as stated. They have decreased my withdrawal limit to pay out in dribs and drabs. After such an extensive delay, after being told my account was fine, I still find this unacceptable

Dear Piercev,

I understand your concern regarding the unconfirmed payout, especially after the long payment delay and reduced withdrawal limits. According to the latest information from the casino, the payment should already be in process. Please allow a couple of days for it to be completed and reflected on your side.

We kindly ask for a little more patience in the meantime. If you receive any updates regarding the payment, please let us know so we can assist you further.

Thank you for your understanding.

Hi Maria

They are dispersing the payout 1k at a time.

Dear Piercev,

I would kindly like to inquire whether there have been any updates regarding the withdrawals and whether everything is proceeding as expected.

Thank you in advance for your update. I look forward to hearing from you.

I have been up to today able to withdraw 1k per day, ive successfully withdrawn 7k of the 10k. Today it is not letting me to continue to make withdrawal requests. I was told it would automatically withdraw 1k a day until the 10k was cleared, but it didnt happe. Automatically and I had to manually request each day and now today it is declining my request even though there is still 3k. Balance remaining. Please see attached screenshot

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Piercev,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Maria