PrincipalQuejasbCasino - Los retiros de jugadores se han retrasado.
bCasino - Los retiros de jugadores se han retrasado.
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Importe:
98 €
bCasino
Índice seguridad:Inferior a la media
Índice de seguridad
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
The player from Brazil had reported that she had requested a withdrawal twice over the past two months but had not received her winnings. The casino had claimed that her bank did not accept the transfer. Even after she provided details of two other banks, the player had not received her payout. She had also reported difficulties in reaching the casino's support via live chat. The complaint was rejected since the player stopped responding to our messages and questions.
La jugadora de Brasil informó que había solicitado un retiro dos veces en los últimos dos meses pero no había recibido sus ganancias. El casino afirmó que su banco no aceptó la transferencia. Incluso después de que ella proporcionó detalles de otros dos bancos, el jugador no recibió su pago. También informó dificultades para comunicarse con el soporte del casino a través del chat en vivo. La denuncia fue rechazada ya que el jugador dejó de responder a nuestros mensajes y preguntas.
El 5 de enero solicité un retiro de este sitio. Pero, hasta el 25 de marzo, no he recibido mis ganancias. He intentado varias veces contactar con el casino, pero nunca he podido resolver el problema, sin éxito. Me pidieron cada vez más documentos y nada. Según correo que me enviaron mi banco no aceptó la transferencia, sin embargo envié los datos de 2 bancos digitales más de los cuales ya recibí pago de este mismo casino y otros. Finalmente en mi último contacto con el casino hace 6 o 7 días me dijeron que harían el pago vía pix. El problema es que desde entonces el chat en vivo nunca estuvo disponible y todavía no he recibido dinero. No me dijeron a qué banco se haría este pago y ya no puedo hablar con ellos.
On January 5th, I requested a withdrawal from this site. But, as of March 25th, I haven't received my winnings. I have tried several times to contact the casino, but I have never been able to resolve the problem, without success. They asked me for more and more documents and nothing. According to an email they sent me, my bank did not accept the transfer, however I sent the details of 2 more digital banks from which I have already received payment from this same casino and others. Finally, in my last contact with the casino 6 or 7 days ago, they told me that they would make the payment via pix. The problem is that since then the live chat has always been unavailable and I still haven't received any money. They didn't tell me which bank this payment would be made to and I can't talk to them anymore.
Muchas gracias por enviar su queja. Lamento escuchar tu problema. Permítame hacerle algunas preguntas para poder comprender completamente toda la situación.
¿Podría confirmar que ha pasado la verificación KYC?
¿Has acumulado tus ganancias con o sin un bono activo?
¿Podría compartir su comunicación con el casino? Enviar correos electrónicos o transcripciones de chat a mi correo electrónico en tomas@casino.guru , o publicar capturas de pantalla aquí
Espero que podamos ayudarle a resolver este problema lo antes posible. Muchas gracias de antemano por su respuesta.
Atentamente,
Tomás
Dear Sirlenybritto2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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.
Sí, mi retiro ya había sido verificado y aprobado, pero dijeron que mi banco (BANCO DO BRASIL) no podía recibir el pago porque estaba en otra moneda. Envié otros 2 datos de diferentes bancos, pero ambos fueron rechazados. Me informaron que tendría que abrir una cuenta Bitcoin o Skrill, hacer un nuevo depósito y luego retirar mis ganancias. Después de más de 2 meses sigo intentando en el Casino retirar mis ganancias, sin éxito. En el penúltimo servicio, un asistente me dijo que debido a que ninguna de mis cuentas había sido aceptada recibiría mis ganancias a través de Pix y me pidió que esperara 5 días. Después de 5 días intenté hablar con soporte técnico varias veces, sin éxito. Cuando finalmente logré comunicarme hoy, 26/03, me decepcionó descubrir que no lo recibiría a través de Pix porque la información no estaba registrada. El asistente repitió el mismo discurso de antes y simplemente finalizó el servicio después de unos minutos. De todos modos, me dieron inflamación y simplemente regresaron y lo ignoraron. Ya no sé como solucionarlo. Mirando mi historial de retiros vi que ya recibí otro pago de este Casino, pero no recuerdo de qué banco era.
Yes, my withdrawal had already been verified and approved, but they said that my bank (BANCO DO BRASIL) could not receive the payment because it was in a different currency. I sent 2 other details from different banks, but both were denied. I was informed that I would have to open a Bitcoin or Skrill account, make a new deposit and then withdraw my winnings. After more than 2 months I am still trying with the Casino to withdraw my winnings, without success. In the penultimate service I was told by an attendant that due to the fact that none of my accounts had been accepted I would receive my winnings via Pix and asked me to wait 5 days. After 5 days I tried to speak to support several times, without success. When I finally managed to get in touch today, 26/03, I was disappointed to discover that I wouldn't receive it via Pix because the information wasn't registered. The attendant repeated the same speech as before and simply ended the service after a few minutes. Anyway, they gave me inflammation and they just went back and ignored it. I don't know how to solve it anymore. Looking at my withdrawal history I saw that I already received another payment from this Casino, but I don't remember which bank it was.
Sim, meu saque já havia inclusive sido verificado e aprovado, porém disseram que meu banco (BANCO DO BRASIL) não poderia receber o pagamento por ser de uma moeda diferente. Enviei outros 2 dados de diferentes bancos, mas ambos foram negados. Fui informada que teria que abrir uma conta Bitcoin ou Skrill, fazer um novo depósito e aí sim sacar meus ganhos. Após mais de 2 meses ainda estou tentando com o Casino fazer o saque dos meus ganhos, sem sucesso. Num penúltimo atendimento foi dito por um atendente que devido ao fato de nenhuma das minhas contas ter sido aceita eu iria receber meus ganhos via Pix e me pediu pra aguardar 5 dias. Ao fim dos 5 dias tentei por várias vezes falar com o suporte, sem sucesso. Quando hoje 26/03 finalmente consegui contato, tive uma decepção ao descobrir que não receberia por Pix porque a informação não estava registrada. A atendente da vez voltou a repetir o mesmo discurso dos anteriores e simplesmente finalizou o atendimento após alguns minutos. Enfim, me passaram uma inflamação e simplesmente voltaram atrás e ignoraram. Não sei mais como resolver. Vendo meu histórico de saques vi que já recebi outra vez deste Casino, mas não me lembro qual o banco.
Por favor, comprenda que la variedad y accesibilidad de los métodos de pago no son gestionadas exclusivamente por el casino. Varios factores como la autoridad de licencias, la geolocalización, los contratos con los proveedores de pagos y las restricciones bancarias tienen una influencia importante. Si un método de pago estuviera disponible para depósitos, no significa necesariamente que también se ofrecerá para retiros, además puede suspenderse en cualquier momento. Desafortunadamente, los casinos a veces se ven impotentes y limitados a la hora de ofrecer métodos de pago a sus clientes.
¿Ha depositado con Bitcoin o Skrill para poder solicitar un retiro utilizando estos métodos según la recomendación del casino?
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Have you deposited with Bitcoin or Skrill to be able to request a withdrawal using these methods as per the casino's recommendation?
Hemos ampliado el plazo en 7 días. Ten en cuenta que en caso de que no respondas antes de que se cumpla el plazo, o si ya no necesitas ayuda, rechazaremos la queja.
Dear Sirlenybritto2,
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.
Lamentablemente, el jugador no ha respondido a nuestros mensajes y preguntas. En consecuencia, no podemos investigar más y no tenemos más remedio que rechazar esta queja.
El jugador puede reabrir esta denuncia en cualquier momento.
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.
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