The player from Mexico has been unable to access approximately $1900 in winnings since January despite meeting the wagering requirements for her bonuses. She has sent over 20 emails and contacted customer service multiple times without receiving a response.
Brazino777 Casino MX - Player's winnings are delayed.
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Brazino777 Casino MX
Safety Index:HighCase summary
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3 days ago
Translation
Since the beginning of January, my bonuses have been showing as completed according to the casino's wagering requirements, but the money hasn't been released. My bonus balance and active bonus balance don't match; there's a difference of approximately $1900. I've sent over 20 emails and made numerous attempts to contact the casino's customer service chat, but I haven't received a response. I've also tried contacting them through social media, but there's no answer either. There's no phone number to speak with, so I'm still without a solution. I have more photos, but the system won't let me upload the rest to this complaint. I hope you can help me. Thank you.
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21 hours ago
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21 hours ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.
Based on the screenshots you provided, we’re currently unable to determine whether the winnings from your bonus play were transferred to your real money balance. To help us investigate further, could you please confirm the following:
- Do you have any records in your transaction or balance history showing the winning amounts being transferred to real money?
- Did you receive any email confirmations that your bonus winnings have been converted to real money?
- Do you have any videos or other recordings showing that, despite completing the wagering requirements, the balance was not transferred to your real money balance?
- Please forward any relevant communication with the casino’s customer support to [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
