The player from Brazil had won at the casino and was unable to receive her payment despite having provided the required deposit receipt. The casino had promised instant payments, but the player had waited for over twelve hours. After our team had advised the player to be patient and wait for at least 14 days before submitting a complaint, the casino had paid the player. We had then closed the complaint as 'resolved'.
Let's Go Casino - Player experiences delayed payment.
Amount: 3,000 R$
Let's Go Casino
Safety Index:Fresh casinoSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
I won at this casino and they're not paying me. Their advertisement stated instant payment via pix account which has been verified. They asked for the last deposit receipt, which I sent, but they're still not paying. They are ignoring me in the chat. It's been over 12 hours now, waiting for what is supposed to be instant as per their own advertisement.
Automatic translation:
Public
Public
4 months ago
Dear alessandra80oliveira,
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alessandra80oliveira, for your 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
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