Topacio Casino - Player’s withdrawal request is delayed.

I have been having problems for more than 4 days to withdraw my funds that I obtained without bonus money, account already 100% verified and with more than 40 withdrawal requests rejected and that is my first withdrawal, what a bad but bad experience I have had with this casino and they are lazy to solve something 4 days and no progress and they blame the payment department that was first updating that is why they rejected it and then that the amount was very something like that I withdrew the minimum and they rejected it, what I tried during the afternoon, what I tried during the night, what I tried in the morning and there is no case, they reject everything and do not give me a serious solution, they only give me silly ideas to waste time, supposedly they are going to answer me by email and to this day they do not respond to any email, they are ghosts that do not help at all, I have seen several forums and pages on the Internet about this casino that acts in bad faith and they are lazy to solve something

They don't help at all and my money that I earned cleanly will be lost and that wasn't the large amount that I earned but it is my money and they don't do anything to solve them, the only thing they do is throw the problem at each other so as not to help me.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Topacio Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which documents have you provided during verification of your account?
• Which payment methods have you used for deposits in the casino?
• Could you please share proof of the verification status of your account, if available?
• Did the casino acknowledge any errors or reasons why your withdrawal requests are being rejected? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I played slots only

Provide my ID and a selfie holding my documents

Payment method by bank transfer

If the casino acknowledges the errors but doesn't provide a solution, they just wait and wait and I don't see any motivation in fixing the problem when I already gave them a very easy solution to do but they don't try to fix anything.

Dear client ,

Hello, sorry for the inconvenience. We will check your case and get back to you soon.

Regards

Topacio, don't talk about responding quickly because they've been doing it for 5 days and they always say the same thing, that they will respond quickly, that I should wait for the email, that this and that, and in the end they are not doing anything, how is it possible to have a problem like this, being my first withdrawal, sir, MY FIRST WITHDRAWAL

Hello, I inform you that despite fixing my withdrawal information and being able to easily edit it, they do not accept my withdrawals, they reject them instantly, I have even tried to withdraw through the crypto network and guess what ??? Yes, they continue to reject it and that to withdraw through cryptos they only ask for a withdrawal address and nothing else, they do not ask for a name, they do not ask for a RUT, they do not ask for more information, they only ask for the crypto withdrawal address, so that implies that the casino has something against me because they reject everything, bank withdrawals and withdrawals through cryptos, we thought it could be an error where at the end of my RUT it was missing a letter k but now I see that it is not that, it is something purely from the casino, I think there are more than 100 failed and rejected withdrawals in the last 6 or almost 8 days

Either they reject it or they don't approve it.

Dear client,

Topacio did not cancel your request. It was approved, but the payment method rejected it. We were working to resolve the issue, and now that you have submitted a new withdrawal request, it has been approved and paid.

Regards

And don't you think it's a little topaz that I waited 1 week without a response to anything? That I finally had to withdraw by crypto and not by transfer, losing a percentage of my earnings, and that adds to the bad moment that they didn't respond to any of my emails until reaching these instances and another that one of their agents in the chat got into an argument with me since I referred to the letter k of my ID as "stupid letter k" and got into an argument that I respected him, that I was going to close the chat and more things and I never disrespected him and it ended in threats towards me in not helping me, what do you think of their staff? Not at all, absolutely unqualified

And I want to inform everyone that if they're acting in bad faith, since I don't think it's a surprise at this point, the Topaz casino just removed the bank withdrawal method. What do you think? They only left the crypto withdrawal option, and what about all those people who have to withdraw by bank transfer? They have bad practices and are acting in bad faith. Draw your own conclusions.

Thanks to both parties for your replies and assistance.

Dear player,

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Do I understand correctly that the casino paid out your winnings and the full amount reached your bank account?
• May we consider the issue resolved?

Alternatively, you can select the option to mark the complaint as resolved yourself via a dedicated button.

Looking forward to your reply.

Dear Manudel24,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru