The player from Brazil has requested a withdrawal few days prior to submitting this complaint. Simply, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
BacanaPlay Casino PT - Player’s withdrawal has been delayed.
Amount: 950 R$
BacanaPlay Casino PT
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
BacanaPlay Casino PT has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I would like to register here, my complaint against Casino BacanaPlay
I am outraged at the way they treat customers, as they do not provide good service, do not respond to chats or emails we send.
Unfortunately I made a deposit through the site at Casino BacanaPlay, played some games and managed to raise some money.
It's not much, but for me it would help me a lot for the moment I spend.
Now I can't withdraw the money to receive it in my account, because BacanaPlay simply doesn't respond to my emails and I can contact them through chat.
I made the request to withdraw my earnings on 06/09/2022
Until today at this very moment my withdrawal request is being processed by BacanaPlay
This is absurd, a lack of commitment to customers, a lack of shame on the part of BacanaPlay.
How can there be a Casino like this among thousands of other smaller casinos and without much popularity, but casinos that fulfill their obligations to their customers, casinos that actually pay the dues to customers for playing their games online through the Casino website or app .
Now this BacanaPlay is a joke, it is deceiving people with its misleading advertisements and with its misconduct towards customers who register to try their luck playing at BacanaPlay Casino.
This should be investigated by the protection agency for customers who use online casinos to gamble and try their luck, just like I did, but so far I haven't received it.
Automatic translation:
Public
Public
2 years ago
Dear TANIANOEL123,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
I want to thank you for your service and attention given to my case.
I also want to report here that I received an email from BacanaPlay Support informing me that my withdrawal request was processed and approved for transfer to my account, and that I must wait between 2 to 7 days for the money to arrive in my account. .
Unfortunately, they still lack the communication factor, as they do not respond to
emails or chat.
But I will wait for that period until the money appears in my account.
Thanks
Automatic translation:
Public
Public
2 years ago
Translation
Hello how are you?
I come here to tell you about my complaint about Casino BacanaPlay
I recently made some complaints from BacanaPlay because I couldn't get in touch with them, either by email or chat, and I was also annoyed by the fact that they took so long to process my winnings withdrawal.
But today the money fell into my account and I was very happy and satisfied.
And just for this reason and the fact that Casino BacanaPlay has an excellent platform and amazing games both on the website and the app, I apologize for my lack of patience in waiting for the payment.
But in terms of that, everything is normalized and I hope to still be able to be part of Casino BacanaPlay, they just need to improve the way and agility with which they keep in touch with customers, improve the customer support a little.
Automatic translation:
Public
Public
2 years ago
Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, TANIANOEL123, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
