The player from Brazil had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings hadn't been received yet. Although she had been waiting for 13 days, we were unable to mediate her complaint due to the involved casino only offering a mobile version, which couldn't be added to our database for review. Consequently, we had to close the complaint.
Player’s withdrawal has been delayed.
Amount: 576 R$
amazonas777.com
Submitted: 23 Nov 2023 | Case closed : 05 Dec 2023
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I played and won an amount of 288.00 on the 17/11 and another 288.00 on the 18/11. It has been over 5 days and I have not received my money back yet.
Automatic translation:
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11 months ago
Dear rianaefilhos,
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
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11 months ago
Dear rianaefilhos,
Have you received your withdrawal from the casino yet?
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11 months ago
Translation
It's been 13 days today and I still haven't received my withdrawal
Automatic translation:
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11 months ago
We regret to inform you that we cannot proceed with your complaint as the casino in question only offers a mobile version and cannot be added to our database. Our data team must review the casino for any complaints to be addressed, but as it is not possible with this type of casino, we cannot mediate your complaint.
Due to the aforementioned reasons, this complaint will now be closed. 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 any other casino in the future.
