The player from Brazil had struggled to withdraw four different amounts, totaling over 400 reais, from December to January. Despite having provided the requested documents, the casino hadn't processed the withdrawals. The player had clarified that the winnings were not from bonuses and had resolved the issue with the proof of address, but the casino still hadn't enabled the withdrawal. The casino did not respond to our attempts to mediate the situation. We had recommended the player to contact the Gaming Curaçao Gaming Authority and marked the complaint as 'unresolved'.
BetdaVirada Casino - Player's withdrawals delayed by casino.
Black points: 40
Amount: 400 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
Public
Public
7 months ago
Translation
I have four withdrawals to collect from the period of December to January, which total over 400 reais. I have submitted copies of the requested documents, but they simply won't pay
Automatic translation:
Public
Public
7 months ago
Dear jrodrigues32,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but four months is an unusually long time.
However, 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.
Public
Public
7 months ago
Dear jrodrigues32,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
7 months ago
Translation
Good morning.
The amounts received are not bonuses, they are bets.
At first, the platform told me that I should send documentation for security reasons. Proof of address and identity, but the excuse was that it was impossible to enable the withdrawal because the proof of address was not valid. I resolved the situation. But they didn't enable the withdrawal. Detail there are a lot of complaints on a website called reclame aqui, due to lack of payment. I believe that betdavirada does not have enough employees to serve its public, I stayed from 9:30 to 5:30, waiting to be served, when it was my turn the service dropped. Detail there were only 16 people in front of me. The service simply doesn't work, I've already thought about informing the media what happened, because it really is fraud.
Automatic translation:
Public
Public
7 months ago
Translation
They continue to work receiving deposits, but they do not pay when they earn.
Automatic translation:
Public
Public
7 months ago
Translation
Is easy
Make TV commercials and sponsor big clubs like that. The players on the platform got caught up.
Automatic translation:
Public
Public
7 months ago
Thank you very much, jrodrigues32, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.
Public
Public
7 months ago
Hello jrodrigues32,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite BetdaVirada Casino’s representatives to join this discussion in order to resolve this issue.
Dear BetdaVirada Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
Public
Public
7 months ago
Translation
The guys don't respond, is there any body I can report it to?
Automatic translation:
Public
Public
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.
Public
Public
6 months ago
Dear jrodrigues32,
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 (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jakub
