BetdaVirada Casino - Player's winnings are delayed.

Four months ago, I placed a bet on the platform and they simply did not pay me. They did not answer my questions in the chat, I sent documents for verification but nothing was accepted and they still haven't paid me to this day. I need the money and so far I have not received any information about the pending payment.

I was wondering if you have any suggestions for me?

Dear santojosy553,

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. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has not been verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, only one withdrawal, but there are two withdrawals that I haven't received in 4 months and I'm within my rights, I didn't win through bonus winnings, I recharged it on the app and played normally and I was lucky to win, totaling 651 reais and I've already sent documents, it's been verified and they owe me my earnings for 4 months in the chat it takes 4 hours to respond and when it's our turn they deactivate the chat help me!

Thank you for your reply, santojosy553. Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes several times they don't pay

My pending withdrawals have been 4 months without withdrawals

Thank you very much, santojosy553, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear santojosy553,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetdaVirada Casino representative to join this conversation.

Dear BetdaVirada Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 santojosy553,

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 (complaints@gaming-curacao.com or via the 'Contact' button found on their website https://www.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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka