HomeComplaintsBetdaVirada Casino - Player's withdrawal request left unanswered.

BetdaVirada Casino - Player's withdrawal request left unanswered.

Black points: 40

Amount: 300 R$

BetdaVirada Casino
Safety Index:Very low
Submitted: 28 Mar 2024 | Unresolved : 27 Apr 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

6 months ago

The player from Brazil had requested a withdrawal on the 15th and had submitted the necessary documents for verification but received no response via chat or email. The player's request to cancel the withdrawal was also ignored. The Complaints Team had attempted to communicate with the casino multiple times without success. Due to the lack of cooperation from the casino, the complaint had been marked as 'unresolved', which could have negatively affected the casino's rating. The player had been advised to contact the Curacao Gaming Authority for further assistance.

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7 months ago
Translation

I made a withdrawal request on this site on the 15th, I sent all the documents for verification. They simply do not respond to any chat or email. They leave a lot to be desired, I also asked for the cancellation of the withdrawal, but they didn't even respond to that.

Automatic translation:
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7 months ago

Hello antonioamaurid300,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetdaVirada Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Edited by a Casino Guru admin
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7 months ago
Translation

Unfortunately, I don't know which documents were approved, I spend hours in chat waiting for my turn, when it comes they close the chat. I know to tell you that they do not accept the proof of residence that I sent it to (credit card slip)

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7 months ago

Hello antonioamaurid300,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

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7 months ago
Translation

As you can see, they don't respond to anything, leaving you waiting for hours and then closing the site due to user default. They had to take this bet offline file

Automatic translation:
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7 months ago

Thank you antonioamaurid300 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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7 months ago

Hello antonioamaurid300,


I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a BetdaVirada Casino representative to join this conversation and participate in resolving this complaint.


Dear BetdaVirada Casino,


Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?


Thank you in advance for providing the information.

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7 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 antonioamaurid300,


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

Best regards,

Stefan, Casino.Guru

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