The player from Brazil had won a bonus of 803 R$ after a deposit and had fulfilled the wagering requirements. However, the casino had frozen his balance and did not respond to his attempts to communicate. He had been unable to withdraw his winnings or play. Despite our team's efforts to mediate the issue, the casino did not respond to our requests for communication. We had marked the complaint as 'unresolved' and advised the player to contact the Gaming Curaçao Authority. The casino's rating could have been negatively affected by unresolved complaints like this.
BetdaVirada Casino - Player’s winnings are blocked.
Black points: 26
Amount: 803 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
6 months ago
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6 months ago
Translation
I made a deposit and won a bonus with no rollover. With this bonus, I won 803 R$. I wagered my deposit twice, but the casino has blocked all of my balance and does not allow me to either withdraw or play. However, my balance is now there in the form of a bonus with a 24-hour expiration period. The casino doesn't respond to emails or live chat.
Automatic translation:
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6 months ago
Dear marciogardiniweb55,
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)?
- 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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Translation
Hello, I have been registered at this Casino for a few months, this is my fourth deposit, I still don't have a verified account, I played slot games, I received an offer by email asking for a deposit, use the offer code, receive free spins with no wagering requirements, I played, I won 803 BRL and I then bet 2 times with my deposit then the winnings were blocked and transferred to the bonus but I cannot play any games and I only have a few hours until the 24 hour validity period expires
Automatic translation:
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6 months ago
Thank you very much, marciogardiniweb55, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of BetdaVirada 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.
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6 months ago
Hello marciogardiniweb55,
I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum and their low safety index rating, the prospects of a favorable resolution to your complaint seem uncertain.
I will still try to contact the casino to see if we can help.
We would like to invite BetdaVirada Casino to join the conversation.
Dear BetdaVirada Casino,
Can you please provide more details on why the player is not able to withdraw their winnings?
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6 months ago
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.
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6 months ago
Dear marciogardiniweb55,
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 Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
