The player from Brazil had attempted a withdrawal which was pending document submission. After the required documents were submitted, the casino stopped responding to emails and the chat service didn't work. Despite the player's attempts to resolve the issue, including submitting all required documents, the casino remained unresponsive. We had attempted to mediate the issue, but the casino did not cooperate, forcing us to close the complaint as 'unresolved'. This impacted the casino's overall rating, which might influence their future approach to handling complaints. We recommended players to avoid BetdaVirada Casino due to their lack of cooperation in resolving issues.
BetdaVirada Casino - Player is experiencing difficulties with his verification and unresponsive customer support.
Black points: 40
Amount: 270 R$
BetdaVirada Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
Translation
This platform is deceptive because I requested a withdrawal and was told that it would only be possible after submitting documentation.
After submitting all the documents, the platform does not respond to emails, and the chat does not work. I was completely defrauded by a platform that is still operational and stealing from other customers.
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5 months ago
Dear Silvamatos206,
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 advise 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,
Veronika
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5 months ago
Translation
Good morning, Mrs. This platform has more than a thousand complaints on the website, complain here about the same problem and a platform that acts in bad faith because it only informs the player when he manages to contact the platform which is almost impossible to receive the value you have to send the documentation and wait 72 HS it has been 5 days since the documentation was sent and you don't even want to send several emails the platform responded to me
Documentations requested by the platform that I sent
*Photo of identity front and back
*Selfie with identity on the side of the face, front and back
*Photo of proof of residence
*Selfie with proof of residence on the side of your face
*Photo of bank receipt
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5 months ago
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Not to mention that the chat when it works online and a queue of 80 people
I spent more than three hours having to send messages for 4 and 4 minutes to avoid removing you from the queue due to lack of inactivity and when it's your turn they drop you and you have to restart again at the end of the queue
You sign up, deposit money to play and it drops immediately via pix, then when you win, the request is withdrawn via pix, a week passes with all this inconvenience, you didn't receive the amount and the platform ignores you
Do you think a platform like this has to be active and functioning as if nothing happened and deceiving other players?
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5 months ago
Translation
There's proof that I noticed it for you and they keep sending emails sending promotions as if everything was normal
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5 months ago
Translation
As long as no one does anything this shitty company stays open and stealing from other people
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5 months ago
Dear Silvamatos206,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for BetdaVirada Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from BetdaVirada Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
