499Win Casino - Player's withdrawals are blocked due to VIP level issues.

Good afternoon, I signed up on Casino 499Win (www.499win.com) and won R$ 8.00 that they offer on missions (like downloading the app, registering an account, and so on). I played on the platform and withdrew R$ 40.00 on the 12/09/23; continued playing and took out another R$ 120.00 on the 16/09/23. The same day I tried to withdraw again but it was canceled because I needed to upgrade to a VIP level to make new withdrawals. I made deposits and reached VIP level 3, but I was unable to withdraw the limit which is R$ 380.00 (as shown in the attached image).

I contacted support and they said I had to complete another task to make the withdrawal. This task was to reach VIP level 4, where I would need to deposit an additional R$ 700.00. After this, my account on the platform was blocked. I can access it but I can't play because there is an error (attached image).

In total, I made deposits of R$ 280.00 on the platform and withdrawals of R$ 160.00. I have R$ 580.00 on the platform which I can't withdraw or use.

I need your assistance to resolve this issue.

ID: 43666915

Account: tansaluceste

I appreciate your attention to this matter.

Thank you.

Dear TanSaluceste,

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

Have you completed the KYC verification successfully? Have you withdrawn any funds from this casino in the past?

If there’s any relevant communication, please forward it to tomas@casino.guru

Meanwhile, I would strongly recommend against depositing any further money into the casino at least for the moment.

The common practice of legitimate casinos is to request a single deposit from a player in order to verify the payment method.

Were you able to request daily withdrawals in the amounts specified in the VIP rules?

I hope we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Good afternoon Tomás..

Yes, I have already made withdrawals from this Casino, when opening this complaint I sent prints of the withdrawals I managed to make, the deposits made and the VIP table.

I made 1 withdrawal of R$40 and another of R$120, according to VIP level 3 I should be able to withdraw the limit of R$380 but the withdrawal attempts were rejected. At support they told me that I would have to reach VIP level 4 to be able to withdraw, but I don't trust depositing more amounts on the Platform, which didn't even release the withdrawal amount that is my right at level 3.

Thank you very much, TanSaluceste, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello TanSaluceste,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 499Win Casino to join the conversation and participate in the resolution of this complaint.

Dear 499Win Casino,

Can you please provide further information regarding how the player can make a withdrawal?

Kind regards,

Adam

Okay Adam.. I'm waiting for a positive response in my case..

In the meantime, I'm trying to contact the 499Win casino, any news I'll update here..

Thanks

Good afternoon, do you have any response from the Casino?

Hello TanSaluceste,

I have so far not been able to find any way to get in touch with the casino other than live support, and they will not provide me with any details or even an e-mail address.

I will try once more to find a way to get in touch with them but if there is no success we will have no choice but to close the complaint as 'unresolved'.

Kind regards,

Adam

Dear TanSaluceste,

Unfortunately, it has been impossible to make contact with the casino regarding this case, so we are left with no choice but to close it as 'unresolved'.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam