The player from Brazil had faced difficulties withdrawing winnings of 304 reais. The casino had repeatedly requested multiple proofs for his account and deposits. The player had been frustrated due to the unavailability of the payout option via Pix, despite the casino accepting payments through it. After an extended back-and-forth with the casino, the player was eventually been able to receive his payout.
bCasino - Player frustrated with withdrawal method inconsistency and delay.
Amount: 304 R$
bCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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8 months ago
Translation
I recently won a sum of 304 reais without using any bonus. However, I can't withdraw it, they always ask for a multitude of account and deposit proofs. It's been 6 days now without them sending my money and they aren't responding.
What frustrates me most is that they accept payment via Pix, but they don't have the option to pay out using the same method.
Automatic translation:
Public
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8 months ago
Dear markissimo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
In fact, my "fight" with Bcasino has been going on since February when I requested the first redemption. The documents they asked me for were:
- Photo of the Credit card (front and back with the security code covered)
I informed them that I only made 1 deposit via card, however, it was with an online card to avoid fraud, but they insistently responded to emails requesting a photo of the card, then demanded a card statement proving the deposits.
I sent the card statement with the aforementioned deposit, but they insisted on asking for the credit card photo and after a few days, they canceled the deposit, returning the money to my account.
I made the request again by sending the deposit receipts that I made via PIX, however, the deposits were made by a bank that does not have the IBAN / SWIFT that they require when filling out the details to deposit.
I feel deceived by the platform because if they receive payment via pix, how difficult is it to pay using the same method? Why create this series of difficulties when withdrawing?
8 days ago I made the withdrawal request again and provided the IBAN / SWIFT of another bank where I have an account, but so far I have not received any response.
Automatic translation:
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7 months ago
Do I understand correctly the deposit was made with a virtual card?
Is the card recorded in your bank application, or is the fact the card was issued in your name recorded anywhere?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
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7 months ago
Translation
These are the repetitive requests they make. I always warned that the credit card was virtual, but it is linked to the physical card.
Furthermore, I always warned them that my deposits were made via pix, I only made one deposit via virtual credit card, but they insist on asking for the same receipts that I have already sent.
I no longer have any way to prove this deposit.
Automatic translation:
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7 months ago
On the bank statement, you submitted to the casino, is the deposit made with the card included in the list of transactions?
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7 months ago
Translation
After much insistence, they decided to pay me. Thank you all.
Automatic translation:
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7 months ago
Dear markissimo,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
