BacanaPlay Casino - Withdrawal of player's winnings has been delayed.

Realizei meu cadastro no site, subi todos os documentos obrigatórios, fiz um deposito de 800BLR obtive ganhos e solicitei um saque de 13000BLR no dia 01.09 dia 02.09 recebi um email informando que não seria possivel realizar o saque e que seria revertido para minha conta, quando olhei tinha apenas 1200BLR de saldo, gostaria de saber o motivo de suprimirem 11.800BLR de meus ganhos.

Dear danielpovoacao,

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

Não estou aguardando saque, Realizei meu cadastro no site, subi todos os documentos obrigatórios, fiz um deposito de 800BLR obtive ganhos e solicitei um saque de 13000BLR no dia 01.09 dia 02.09 recebi um email informando que não seria possivel realizar o saque e que seria revertido para minha conta, quando olhei tinha apenas 1200BLR de saldo, gostaria de saber o motivo de suprimirem 11.800BLR de meus ganhos.

Thank you for your reply, danielpovoacao. Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Em nenhum momento utilizei o bonus, inclusive solicitei o cancelamento do mesmo e mesmo sem me dar resposta os bonus sumiram da conta oque me possibilitou realizar o saque

Have you received any explanation from the casino regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear danielpovoacao,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.