The player from Brazil has been waiting since August 19 for a PIX deposit withdrawal from the casino. Despite numerous requests, the funds have not been paid out and the casino has blamed the delay on the receiving bank. The complaint was resolved as the player received his payout.
ACE Casino - Player dealing with a delayed deposit withdrawal.
Amount: 416 R$
ACE Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I've been requesting my pix withdrawal with my CPF since August 19 and to date, I've not been paid. They keep making up excuses every day. I gamble because I'm poor and trying to supplement my income. This casino used to payout quicker, now it's just delaying my withdrawals. I'm nearly 60 years old and I find myself begging in their casino chat which is not resolving anything. Now they're blaming the bank that receives the deposits from players. I truly regret trusting this procrastinating casino. They claim to be reputable, so they should pay up what is due. A reputable, serious company thinks about the customer who is always spending with them. It's about time they grew up and paid out. I'm not your clown.
Automatic translation:
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8 months ago
Hello Santosazevedo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ACE Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
I've had my account verified since the 21st of August. They from the chat support me promising to pay my withdrawal pix cpf by law and quickly. .if not, I wouldn't even play in that casino. via pix cpf as I always did when I won playing at this casino. I'm not a novice player. I play for many months. And I always won my prizes. plays until the casino let me know that the balance became real credit to make the withdrawal .. it was always like this they warned me when the real balance was available for me to withdraw the amount .. I arrived to play part morning until dawn. to turn the real balance .. now I want to they fulfill what they told me they are honest and pay me ..
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8 months ago
Hello Santosazevedo,
As mentioned above, the recommended time framer for a withdrawal is 14 days and as your account got verified 21st of August, it's just a little above a week. Please let us know by the beginning of the next week if there's been any update with the payment.
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8 months ago
Translation
I come through this to thank GURU websites...for information about ACE.CASINO. I MADE PAYMENT WHICH WAS LATE SINCE 08/21... I MADE PAYMENT TODAY 09/04.... I HOPE THEY WILL FULFILL THE AGREEMENT IF I COME BACK PLAYING. AND PAYING FROM 1 TO 12 HOURS AND A MAXIMUM OF 2 DAYS. WITHDRAWAL IN PIX CPF... thank you GURU..
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8 months ago
Hello Santosazevedo,
Is the payment which you submitted your complaint to paid out? How many withdrawals are currently pending?
Please keep in mind that withdrawals may always take up to 14 days no matter what the casino policy says.
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7 months ago
Dear Santosazevedo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Translation
I no longer have any pending withdrawals with ACE.CASINO...I sent a message to inform them that they paid the withdrawal that was late...thank you GURU AND ACE.CASINO
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7 months ago
Dear Santosazevedo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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