The player from Brazil had complained about difficulty in withdrawing winnings from the casino. The Identity confirmation process was lengthy, having taken over 72 hours, and poor customer service compounded the issue. We had attempted to investigate the issue by asking the player for further details and extending the timer for the complaint by 7 days. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation and had to reject the complaint.
Lance! Betting Casino - Long withdrawal verification process issue.
Amount: 100 R$
Lance! Betting Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
The casino's games are hacked from servers and game providers. They make withdrawals as difficult as possible. The identity confirmation takes far too long, over 72 hours for confirmation even when sending documents and photos via chat. Furthermore, their customer service is terrible.
Automatic translation:
Public
Public
1 year ago
Dear flavioroy,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lance! Betting Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please explain if your casino account is accessible to you? Do I understand correctly you requested a withdrawal from the casino, that is currently pending?
Have you contacted casino support regarding the issue? What was the casino's response?
What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
