BetBRX Casino - Player's withdrawal request has been delayed and access suspended.

It's been 16 days since I requested a withdrawal of R$ 5027 and it has not been paid. My account has been verified as required by the site to process the payment, but after I requested the withdrawal, the betbrx platform suspended my access. I have been waiting 16 days for the payment, and it has yet to be credited to my account. I urge you to resolve this issue promptly as I am in need of the money.

Dear glauber,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear glauber,

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.

Player's additional comments:

The betbrx bookmaker did not accept my withdrawal request in the amount of R$ 5027, it has been 25 days since I requested the withdrawal request and it was not processed, and they suspended access to the platform for no reason, I just want my money, my account is checked and they disappeared did not give any response.

Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

I registered on the platform on the 11th of July and completed the verification as per the website request

 Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

I played casino, no bonus money deposited on the platform, but no active bonus

Thank you very much, glauber, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of BetBRX Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi glauber,

I've reviewed your case and am sorry that you came across such a problem with your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear BetBRX Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify what were the reasons for suspending the player's account and when can they expect their withdrawal request to be processed?

I hope that you can assist in this matter. If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear glauber,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia