BetdaVirada Casino - Player's withdrawal is delayed and communication is blocked.

Hi, good afternoon. I made a withdrawal on the 15th of December from the betting house "Bet da Virada" and until now I haven't received the money. They have asked for my documentation twice and I still haven't received a response from them. They've even removed my chat from the application. I send emails, but there's no response. I want my money. I deposited money there and won 3,000, so I want my money back. What a robbery!

Dear suelisouza2018,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, good afternoon, until today I didn't receive my withdrawal, I sent new photos on Friday and no response from them, today I logged into my account, the chat was open, opening CVs, I tried several times and they closed the chat, it's very bad to be fooled right at that moment I really needed this money and I won it and I see that I'm being deceived by the betting house that doesn't pay, damn bet on the turnaround, if you don't pay, you don't use people and act like fools

I apologize for the delayed response.

Could you please share screenshots of the verification status of your casino account?

If there is any correspondence with the casino you saved regarding the situation either before or after the complaint started, please share it here or send the information to my email at tomas@casino.guru

I'll await your response.

now it looks like this, it doesn't open but nothing with this black on the front

Thank you very much, suelisouza2018, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi suelisouza2018,

I've just reviewed your case and am sorry you came across such a problem. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetdaVirada Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good morning, and now what happened until today, I didn't receive my withdrawal, the turnaround bet didn't respond, I'm going to lose, is that it?

Since they already sent me the email that the documents were approved and still nothing, they sent it on January 9th, this has already become a presumption since it doesn't pay, it doesn't fool anyone and someone else should take this betting house off the map Even with so many complaints they still continue to deceive a lot of people, right?

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 suelisouza2018,

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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia