Player’s winnings haven’t been received yet.

Cassino cool.one não me pagou. Central de ajuda não responde. Já não sei mais onde reclamar. Meu ID: a5***7e, e-mail: r***@gmail.com. Nem sequer uma explicação. Só fica saque: submeter.

Dear rauzitofloresta,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your reply, rauzitofloresta. Unfortunately, you registered and played in a social casino. This fact is stated at the bottom of the website:

Social casino games are free-to-play games that imitate the gambling experience without offering a real cash payout. You can read more information about social casinos here:

https://adjoe.io/glossary/social-casino-games-defined/

I am sorry, but this is not a typical deposit-play-withdraw casino and it will be impossible to withdraw your winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.