The player from Brazil was facing difficulties with a casino withdrawal despite having provided all necessary documents. The player felt the casino was stalling to pay out, which was highlighted by extremely slow customer service. Despite the player's multiple attempts to contact the casino via various channels, the casino had failed to respond. The complaints team had tried to mediate the situation by reaching out to the casino, but their attempts were unsuccessful. The complaint had been marked as 'unresolved' due to the lack of cooperation from the casino. The player had been advised to contact the Gaming Curaçao Authority for further assistance.
BetdaVirada Casino - Player’s withdrawal delayed.
Black points: 123
Amount: 2,500 R$
BetdaVirada Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
Unfortunately, I fell into the trap of this casino, only realizing too late that they have absolutely no reputation.
I made a deposit and sent all of my documentation, but they simply won't accept it.
Despite being verified by more than 50 platforms with my documents, they are stalling to pay out the withdrawal I requested.
Platforms like this must be banned and you, as a broadcasting channel, should publish a blacklist of such platforms.
Their chat takes exactly 5 hours to provide customer service, and the operator ends the session when they don't know how to respond.
The level of disrespect and unprofessionalism at this company is unbelievable.
I've noticed that there are several other people with the same problem as mine.
There needs to be some kind of punishment for this sort of fraud and theft.
I really hope you can help me.
Attached, I am sending a screenshot of the withdrawal request for comparison.
I messaged the company's executive director on LinkedIn and was met with more waiting. The chat starts by saying the waiting time is 5 hours, but I've been waiting for assistance for over 5 hours now.
Please, help me resolve this.
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2 months ago
Dear vanessapieroni5,
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 takes 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 you sent 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,
Kristina
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2 months ago
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Hello, good morning, how are you Cristina,
Yes, it was sent not only once, but 03 times (yesterday, February 28th, I sent it for the 3rd time). valid by law for 10 years, I also reinforced it by sending my work card, birth certificate, passport which, even though it has expired, is valid for 10 years as an identification document... I sent a selfie along with all the documents, I sent a reader's title with proof from the last election,...all this with a selfie holding the documentation
Well, if that's not enough to prove my identity, honestly, just go in person lol...
Furthermore, there are several other options to solve this problem, you can make a video call,
In short, there is a solution, but as it has already been reported that there are several people with the same problem as me... who even sent the correct documentation and the company did not make the payment, I believe that these "difficulties" in verification are maneuvers to delay payment of the loot...
I am verified on more than 50 platforms, I already had a problem with my identity, but the platform was ready to receive the other documents for proof and everything worked fine...
The difference is there, when the company wants to solve the problem with the customer and when it doesn't want to make cash and maneuver with the deposits made on the platform.
If I were an isolated case that would be fine... but I read more than 300 complaints about withdrawals not being paid through the platform...
What is at stake is precisely banning this type of platform, there are many and many that act like this... I have already lost a lot of money depositing on fraudulent platforms... there has to be a blacklist with publicity on social networks, or else do the same as they did with Blaze taking down the website...
What they can't do is go unpunished, because they act this way precisely because they know nothing will happen.
But if there is no case against it, the only way to harm this type of platform is by publicizing their misconduct so that no one else falls for this scam.
They send daily SMS emails with bonuses encouraging deposits, and that is absurd...there must be punishment...and theft...fraud...
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1 month ago
Translation
dear,
I would like to leave one more note...
Confirming that the Bet da Virada platform is indeed an Indonesian platform, which deceives customers, who are evading the responsibility of resolving my problem and releasing the payment of my withdrawal...
Attached are the various attempts to contact the platform. website chat...exactly 5 hours waiting...when I arrived at the 1st in line, I've been waiting for service for exactly 2 hours...
Support emails were sent several times with no response...
There has to be a punishment... just like there was with Blaze when they took away access to their website... non-payment to the customer is fraud, embezzlement...
How many people are being harmed right now...
How much is the cashier on this platform just scamming people?
Do you have any authority to take appropriate action?
(attached are prints of attempts to contact the platform)
this is the contact I made with the director via linkedin...but he is not responsible for the bet da vira platform they just use their license
I await feedback and guidance on what measures I should take against the platform...
Thanks
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1 month ago
Thank you very much, vanessapieroni5, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 month ago
Hello there,
Thank you vanessapieroni5 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BetdaVirada Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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1 month ago
Translation
No response from Betda Virada???? They don't respond on any customer service channel...I've already sent them via Instagram, LinkedIn, email...and the chat has already turned into a police case...and it's a real disregard...
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I came in today at 11:00
One of our representatives will be with you shortly. It's number 13 in line. Waiting time is approximately 22 minute(s). We appreciate your patience.
now it's 2:22 pm
clueless and just to fool fool
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1 month 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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1 month ago
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 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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