bCasino - Player’s withdrawal is delayed.

I won 10 free spins and played, earning R$ 3,380. I deposited 25 reais to withdraw; then they told me I had to meet the rollover requirement - which I did!

I transferred the money to my bank account, but even today it hasn't arrived, despite it being about 4 days since I made the transfer. I want an answer and my money so I don't have to resort to legal action for false and fraudulent advertising. Note (I've tried to contact Chat but nobody has gotten back to me).

I look forward to your response.

Hello correia123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with bCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is this your first even withdrawal request?? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear correia123,

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.

So far the case has not been resolved

Dear correia123

You have not answered to any of my question. Please do so within the next 7 days otherwise the complaint will be rejected.

Answering your questions: Has the account been verified and if so, since when exactly? Yes, it has been checked, almost 1 month ago

Is this your first pair withdrawal request? Yes

When was the last time you spoke to the casino and what was it about?

I tried to speak several times almost 1 month ago; but no one in the chat responded; neither by email nor online

Thank you correia123 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello correia123,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite bCasino to join the conversation and participate in the resolution of this complaint.

Dear bCasino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello all,

We have reviewed player's account information and can confirm the following :

• A withdrawal request for the amount of 3,380.00 BRL was submitted on 12-Dec-2023. This is the first and only withdrawal request in their account.

• On 14-Dec-2023 the withdrawal request was Declined due to irregular play (placing bets higher than 10% of the bonus they the winnings from, as per the casino's Bonus Terms and Conditions) and the relevant deposit of 25.00 BRL was returned to player's gaming account balance.

Please note that the player was informed of the above via email on 14-Dec-2023.

We hope the provided information was useful and we remain available if anything further is needed.

Best regards,

bCasino Representative

Thank you, bCasino, for sharing the information with us. However, we need to verify your claims and decision. To do so, we kindly request you to provide us with evidence. The player's game log during the bonus play would be the most appropriate choice in this case.

Kindly forward the data to my email address: tomas.k@casino.guru

Let me know once you do so. Thanks once again.

Hello all,

The requested game history log has been sent to tomas.k@casino.guru.

If any further information is needed, just let us know.

Dear all,

Following further review of the case with higher Management and as a gesture of good faith we have decided to offer the player to payout the maximum winnings for the bonus they claimed (no-deposit free spins), in the amount of 500.00 BRL.

Before we proceed with the above, we would like to ask the player to confirm if they accept our offer and by doing so consider this complaint as resolved.

We look forward to hearing back from all parties involved.

Best regards,

bCasino

Thank you, bCasino, for reconsidering your decision.

Dear correia123,

I hope this is good news. Can you please confirm if you accept the casino's offer so we can consider the case resolved?

Yes ; I accept the proposal.

Although she was very injured; but I accept

Dear correia123,

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,

Tomas

Casino.Guru