Withdrawal of player's winnings has been delayed.

I'm back here again because I feel cheated

It's hard to trust casinos nowadays

Well, tonight I registered on a platform and put from my own pocket, 25 Brazilian Reals. I played and made 200 Reals on a platform that requires a withdrawal bar. When it reaches 100%, you can withdraw. So I reached 100% and I made a withdrawal of 200 Reals. However, minutes later, this amount returned to my account and the withdrawal bar fell to half. I got in touch with support, they told me that their bank is unstable for my safety, and advised me to try again in 24 hours. The withdrawal bar didn't return to 100%. I went to play with the 200 Reals, then decided to play to see if the bar would move. I managed to reach 300 but the withdrawal bar is stuck. I am unable to request a withdrawal and if it returns, certainly I will ask but it will return to my account and the bar will go back to zero like what I've experienced before. I want to know what I can do.

Dear joaozotarelli,

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

Dear joaozotarelli,

Have you received your withdrawal from the casino yet?

Dear joaozotarelli,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.