No puedo retirar en el Casino

I won 100 free spins at Bcassino, I made a profit of 69.00 reais, then I continued playing and went to 200 something, then it said that I should make a deposit to be able to withdraw, I made the deposit and asked me to make a rollover of incredible 2,900.00 reais, blz I did the rollover and managed to withdraw 330.00 reais, but they sent me an email asking for several documents for verification, I sent it but no one answers me in the chat or in the email.

Ganhei 100 rodadas grátis na Bcassino, tive um lucro de 69,00 reais, aí continuei jogando e fui para 200 e pouco, aí falava que eu deveria fazer um depósito para conseguir sacar, fiz o depósito e me pediu pra fazer um rollouver de incríveis 2.900,00 reais, blz fiz o rollouver e consigui fazer a retirada de 330,00 reais, porém me enviaram um email pedindo vários documentos para verificação, eu enviei só que ninguém me responde no chat e nem no e-mail.

Hello.

Well, you should wait a bit, I would remind myself in the chat occasionally.

The casino is going to verify your account to allow you to withdraw your winnings, you need to pass this verification first. So, try to be patient and check out your email.

It may take even a few days, ok?

Anyway, what is the of the casino? I believe "Bcassino" is not quite right, is it?

Good morning, the name of the casino is Bcassino, I couldn't talk to them through the chat, it seems that the chat doesn't work, and by email I'm waiting for the documents to be verified, I just thought it was strange that no one answers my questions!

Bom dia, o nome do cassino é Bcassino, eu não consegui falar com eles pelo chat, parece que o chat não funciona, e por email eu estou aguardando a verificação dos documentos, só achei estranho que ninguém responde as minhas dúvidas!

Let's press on here, please.

It's amazing look at the email they sent me. It's kidding.

Below is the email Bcasino sent me!

Dear Jean,

Upon reviewing your withdrawal request, we see that several bets were placed in excess of 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

Therefore, we cancel your withdrawal request and void the winnings.

We apologize for any inconvenience and disappointment and invite you to continue playing on our website.

If you have any questions, please reply to this email or contact our customer support via live chat on our website.

É incrível olha o email que me enviaram. Tá de brincadeira.

Abaixo segue o email que a Bcasino me mandou!

Caro Jean,

Ao revisar sua solicitação de saque, vemos que várias apostas foram feitas superiores a 10% do bônus creditado em sua conta. De acordo com os Termos e Condições do Bônus, isso não é permitido.

Portanto, cancelamos sua solicitação de retirada e anulamos os ganhos.

Pedimos desculpas por qualquer inconveniente e desapontamento e convidamos você a continuar jogando em nosso site.

Se você tiver alguma dúvida, responda a este e-mail ou entre em contato com nosso suporte ao cliente por meio do bate-papo ao vivo em nosso site.

Ok, now we're getting somewhere.

Are you aware of the rule? Have you truly placed such bets?

I mean, if the bonus terms are clearly stated, you have to keep those in mind.

I checked the terms we show on our website:

"Maximum bet: €4 or 10% of starting bonus value (lower value applies)You cannot bet more than €4 or 10% of the intitial value of your bonus while playing with bonus funds. The lower of the two values applies. If you get a €100 bonus, your maximum bet will be €4, because it is lower than €10 (10% of €100). If you break this rule, the casino may confiscate your winnings."

Is there any chance you made a mistake by not acting in compliance with this rule, perhaps?

Yes, I understand that I went beyond the rules and my withdrawal was cancelled, however, the amount of my deposit was credited to my balance, a real amount without any bonus, in which I managed to reach 125.00 reais and again requested the withdrawal, and again they asked me to send my documentation again for verification, I am waiting.

Sim compreendo que ultrapassei as regras e minha retirada foi cancelada, no entanto foi creditado em meu saldo o valor do meu depósito, um valor real sem bônus algum, no qual eu consegui chegar a 125,00 reais e novamente solicitei o saque, e novamente me pediram para que eu enviasse minha documentação novamente para verificação, estou no aguardo.

I see!

Sorry for the max bet issue. I'd say, it is nice you were given the deposit back, though.

I thought your account was already verified. Well, never mind, let's just hope the verification will be quick and easy 🤞🤞.

In any case, we're here!