BacanaPlay Casino - Player accuses casino of withholding winnings.

This gaming platform, Bacana Play, needs to be exposed as a complete scam. Deposits to start the games are done quickly and easily, but when a player wins, these scam artists don't pay up. There are numerous complaints on Reclame Aqui recounting similar experiences. I hope that the competent regulatory bodies will shut down and ban this dishonest, fraudulent platform. It's not fair, it's hard to win anything and when you finally do, they don't pay. The evidence is there for anyone who wants to see it. The support is useless and does nothing to resolve the issue.

Dear alexresende983,

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

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe 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, 

Petronela

Dear alexresende983,

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.

Good morning, after countless attempts and nothing after I opened the complaint on complain here

With you and on Tic Tok

They sent me an email saying that the money had returned to the platform, what did they do? The account had already been verified.

Then they said there was something wrong with the account because they didn't warn me before starting to play I sent all the bank statement documents as requested, after everything was ok I started using the platform

I don't understand why they didn't warn me before and only after I had opened several complaints that said this, I checked the account details again, I sent them again, it's been 5 days and so far nothing

Dear alexresende983,

• Were your winnings accumulated with or without an active bonus? 
• Could you please forward any recent relevant communication to petronela.k@casino.guru?

Thank you.

Dear alexresende983,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.