The player from Brazil has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the issue was resolved.
BacanaPlay Casino - Player’s withdrawal has been delayed.
Amount: 700 R$
BacanaPlay Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I made a deposit via Pix and started playing. During the game I was offered free spins, which I played and got 97.80.
As I know I would only use the bonus when I ran out of real money, I continued playing and reached a gain of 703.53 reais WITH MY MONEY. I HAVEN'T USED 1 CENT OF THE BONUS MONEY.
When I went to do the withdrawal I was prevented because I had an active bonus. I tried to cancel the bonus because I know it's not withdrawable.
But when asking for cancellation I was informed in the chat that my withdrawal amount would be reduced to 115.47.
They do not respond by email. They don't respond in chat.
Bonus amount should be active to play until yesterday 12/04. However today is the 13/04th and it is still there, to prevent me from withdrawing MY MONEY which is 703.53.
I have a printout of the amount won in the free spins, which was 97.58.
WHY WILL I BE ENTITLED TO ONLY 115.47 reais?
It's not the first time I've had problems with Bacaplay making my withdrawals.
I want to withdraw my money with pix...same method used in the deposit.
I hope to get clear answers here, because in the chat they took more than 24 hours to respond.
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1 year ago
Dear anamattar1967,
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
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1 year ago
Translation
Good afternoon. The issue is that I couldn't even make the withdrawal because there is an INTACT active bonus (not used for earnings). Another issue is that even though my account was previously verified, I re-uplouded all the documents. I thought once the account was verified it wouldn't have to be verified again with every withdrawal attempt. Just like Betsson and National Casino...two wonderful casinos in terms of payments. Deposit per pix ...sending payments per pix. That's right. Last question is that I doubled the value of MY money, which now is no longer 700 reais but 1,400 reais. Lucky for me they took a while to answer me. In chat and email no response at all. Another question... if the bonus is valid for days and expired on 04/12... why is it still there today, 04/13? Exactly for me not to be able to withdraw. Boring, see? Fun ends up becoming a nuisance. Because even if you only lose in the game...if you are sure that you will get paid if you win...it already makes us comfortable. Thanks.
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1 year ago
Thank you for your reply, anamattar1967. Could you please clarify whether you accumulated your winnings with a real money deposit, or with the winnings from those free spins?
Did you activate any bonuses or was it credited to you by the casino without your knowledge? If possible, please post here a screenshot of your bonus history.
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Good morning. I only played with my deposit money. No bonus amount was used, this bonus was not linked to a deposit, but free spins that I used when I still had a real balance on the account. bonus balance and I want you to prove that I used 1 real of that amount. The prints refer to the amount of 703.53 reais...because the next day I reached the amount of 1402.45 reais. I tried to print the game activity screen on 04/12, as the print was not available to me, but even so, you can notice that until I reached the value of 1402.45 , the value of the bonus balance remained the same. I spoke with an attendant named Pedro who informed me that if I asked to withdraw the bonus balance I would receive an amount of 150 reais. I asked why and got no response. What they're doing to me is not cool. I'm used to casinos and I know my rights. I had previously verified my account, so much so that I was able to receive a payment earlier. I sent the documents again exactly the way they asked and they keep refusing my documents. These methods they use to delay player payments IS NOT NICE. Another thing that I don't understand in this casino is the payment made through pix takes so long to be paid. I have an account at Betsson and I won almost 10 thousand reais and the next day...in 24 hours the money was in the account. It's just that I like to vary the casinos and I like Bacanaplay. But now I'm unsure of playing on it. I'll send the prints so you can tell me why I can't withdraw my money. I will also email the documents (although they don't respond) to ensure they reached the casino.
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1 year ago
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Note: I have all the prints of the game activity on 04/11/2023, but the answer does not support more photos. If you notice from the moment I received the bonus until the end on 04/12 that I arrived in the amount of 1402.45 reais, I did not use any bonus amount. Be fair, so you don't leave this bad image for the bettor.
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1 year ago
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They said that my deposit was linked to a promotion. I accepted the free spins bonus after I made the deposit which was offered during the game. At no time did I enjoy any promotion, or anything other than my real balance.
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1 year ago
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I just reached over 100x bonus rollover(see screenshot). Both when I had 700 reais and 1400 reais I was offered 115.47 reais to cancel the bonus balance. I don't know how they do this calculation. Agora...with more than 11 thousand reais, how will I know how much I will receive?
There is a rule in Bacanaplay's bonus policy, that when we don't use the bonus balance with 30 days it is deleted and only real money will be discounted what was used for real winnings. As I didn't use the bonus balance in any round, it means that in 30 days I will receive the full value of the prize, ok?
If they really comply with the rules, it will certainly be as I am describing it. Don't forget that I have a print of when I received the bonus until today... intact.
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1 year ago
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I managed to reach the total points for redemption. There are no more bonus balances. I managed to do the survey, but I couldn't confirm. My real balance disappeared from the account and it shows as pending withdrawal by the user.
My documents were verified and accepted. Now I just need to pay my withdrawal. For now thank you so far. I will wait for the payment to conclude the complaint as resolved.
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1 year ago
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Everything's solved. I received my payment. Gratitude
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1 year ago
Dear anamattar1967,
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,
Kristina
Casino.Guru
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