The player from Brazil had requested a withdrawal of R$ 1,620.00, which had not been processed within the 24 hours promised by the casino. Despite having contacted support and being informed it could take up to 14 days, the player found this misleading and expressed frustration over the situation. The Complaints Team acknowledged the player's concerns but ultimately rejected the case due to a lack of response from the player regarding follow-up inquiries. The team emphasized the option for the player to reopen the complaint in the future if desired.
Brazino777 Casino - Player faces withdrawal delay and misleading information.
Amount: 1,620 R$
Brazino777 Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
Brazino777 Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Yesterday, I requested a withdrawal of R$ 1,620.00, and 24 hours have already passed, which is the time the Casino indicates for the money to be deposited into my account. I deposited using Pix and requested the withdrawal via Pix. The Casino claims it takes 24 hours for processing, and after this processing, the Pix transaction should be immediate. I contacted the platform's chat support, and they informed me it could take up to 14 days. This is absurd and misleading advertising. How does Casino Guru give such a high rating to this terrible Casino? I advise all players not to play here because they don't pay out the winnings.
Automatic translation:
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3 months ago
Dear ivansilvestre1970,
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,
Petronela
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3 months ago
Dear ivansilvestre1970,
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.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
