The player from Brazil has requested a withdrawal just one day prior to submitting this complaint. It has been pending since due to ongoing account verification. Player’s complaint has been resolved successfully.
Casino Tropez - Player’s withdrawal has been delayed.
Amount: 4,155 R$
Casino Tropez
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I'm a new player and I made a withdrawal... after I asked for the withdrawal I can't access my account since yesterday September 26th I sent several emails some answered that it was right and the last ones no answer
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2 years ago
Dear josenetosales81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
However, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Petronela
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2 years ago
Translation
Good morning, it's still the same way without access to the account. I've done everything the site asked for.
I would just like to know if my money will fall until 07/30/2022 as agreed and I will play in another casino
Thank you I hope an answer
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2 years ago
I fully understand your frustration, josenetosales81. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
Translation
Thanks to the guru and casino tropez case resolved.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, josenetosales81, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
