Pedalada10 Casino - El retiro aprobado del jugador se retrasa.

I have an approved withdrawal that I've never received since August!

I've been waiting for my money from Pedalada10 since August 17, 2023, a total of 8500R$.

For months now, I've been asking for support and they say that it's the responsibility of the third-party company they've outsourced the payments to.

My payment status has shown as approved for months, but I've never seen a dime of that money. I've provided them with my bank statement and they keep telling me I just need to believe that I will receive it.

What I don't understand is that initially, the casino was great. I had made deposits and withdrawals without any issues. However, the second time around, I haven't been so lucky.

I'm constantly in contact with support, but they always send the same responses.

I've tried negotiating to partially or halve the amount, but they say that exceptions cannot be made.

Because I've been unable to resolve this issue despite having the patience to wait for these many months, I'm leaving this note out of frustration so that other people do not suffer the same misfortune.

Estou com um saque aprovado e nunca recebi desde agosto!

Estou esperando o recebimento do meu dinheiro preso na Pedalada10, desde 17-08-2023 no valor de 8500R$.

Venho a meses solicitando ajuda do suporte, e eles dizem que a empresa tercerizada que é responsavel pelo pagamento.

Já esta a meses aprovado no status do pagamento e nunca vi a cor desse dinheiro ja mandei extrato bancario e eles continuam dizendo que eu so preciso acreditar que vou receber.

Oque eu nao entendo e que no inicio estava muito bom o casino eu ja tinha realizado deposito e saque sem nenhum problema, porem na segunda vez ja nao tive a mesma felicidade.

Entro em contanto constante com o suporte mas são sempre as mesmas mensagens.

Já tentei acordo para receber parcialmente ou metade do valor mas dizem que nao podem ser abertas exceções.

Como nao consigo solucionar o problema mesmo tendo paciencia de esperar todos esses meses, deixo aqui esta nota de frustação para que outras pessoas nao tenha o mesmo infortúnio.

Hello Magnox666,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pedalada10 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you Magnox666 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Magnox666,

I am sorry to hear about your unpleasant experience.

Now I would like to invite the casino representative to join the conversation and participate in the resolution of this complaint.

Dear Pedalada10 Casino team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Yesterday I accessed my account on the Pedalada10 platform (I log in periodically to check if there was any block or notification), and I noticed that my transaction history had completely disappeared.

I would just like to leave these details highlighted in images for future investigations,

Ontem acessei minha conta na plataforma Pedalada10 (faço login periodicamente para verificar se houve algum bloqueio ou alguma notificação), e notei que meu historico de transações desapareceu por completo.

Gostaria apenas de deixar este detalhes destacados em imagens para futuras investigações,

Dear all,

Thank you for bringing to our attention the complaint regarding difficulty with the payout that a player has experienced. We take all complaints seriously and strive to ensure that our customers receive the best service possible.

Please be informed that we have recently introduced an enhanced account review process and made several technical improvements to our payment system. As a result, the implementation of these changes has led to extended waiting periods for our players.

We sincerely apologize for any inconvenience caused as a result of this delay, and would like to assure you that we are taking appropriate measures to prevent similar issues from arising in the future.

Nevertheless, we will make sure to provide the player with the necessary updates and confirm the status of their payout in a timely manner.

Sincerely,

Pedalada10 Complaint Team

Dear Pedalada10 Casino team,

You described it like it had already been made, but if I understand the situation correctly, the player requested his disputed withdrawal in August 2023. It has been more than half a year now.

Can you provide us with an estimated time frame for reviewing the account and processing the player's pending withdrawal?

Please note that due to the time this has already taken, if there is no progress, I will be forced to close the complaint as unresolved.

Thank you for understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Magnox666,

If there is any news or progress on your issue in the meantime, please inform us about it.

Dear @Branislav

Thank you for helping me with the case, I hope you are well!

As I said in previous messages I no longer have transaction history, (

I no longer contacted support directly after establishing this complaint.

By the way, I would like to know if it would be an advantage at this point, then tell me if I should continue trying to speak to support if I want a new direct answer.

This is the only "news I have" apart from that, I didn't receive any withdrawals or emails talking about it.

However, I am really hopeful that this will be resolved in the best possible way and hoping that Casino Pedalada10 responds positively.

Cheers.

Caro @Branislav

Obrigado por me ajudar com o caso, espero que esteja bem!

Como eu disse nas mensagens anteriores não tenho mais histórico de transações, (

Eu não entrei mais em contato direto com o supporte apos estabeleçer esta reclamação.

Alias gostaria de saber se seria vantagem nesta altura, depois me diga se devo continuar tentando falar com o suporte caso queira uma nova resposta direta.

Está é a unica "novidade que tenho" aparte disto, não recebi nenhum saque ou e-mail falando sobre.

Contudo estou realmente esperançoso que isto seja resolvido da melhor maneira possivel esperando que o Casino Pedalada10 responda positivamente.

Cheers.

I do not think it could be an advantage or that it could speed up the process. However, thank you for keeping me updated. So let's wait for the casino's response.

Dear Magnox666,

I managed to connect with one of the casino representatives outside of the thread.

She is in contact with the casino directly, and she should provide me with more details when she gathers enough information from the casino's customer support. I believe she is able to obtain more than us.

Therefore, I am extending the timer once again for the casino and giving them one more chance to provide relevant details/estimated time frame.

However, if nothing relevant is provided or there is no progress at all until the current timer expires, the complaint will be closed in accordance with the information in my post added here upon the first extension of the timer.

The casino representative was informed about the same.

Thank you for your patience and understanding.

Dear all,

Please be informed that our relevant department has confirmed that there have indeed been technical difficulties with the processing of the player's payout.

However, this is being handled accordingly as we speak, and the player can expect a satisfactory resolution this week, as the issue should be resolved shortly.

We would like to thank you for the patience and cooperation regarding the matter.

Pedalada10 Complaint Team

Thank you for the update, Pedalada10 Casino Team.

Dear Magnox666,

It looks to be on the right track finally!

I am aware that after such a long time this is a rather bold and strange request - however, since it should finally move forward somehow, let's please wait several business days and see what will happen. Frankly - what can we lose?

If there is any progress or someone from the casino contacts you regarding the matter, please, let me know about the news.

Otherwise, if there is no progress within a reasonable time (let's say 2 weeks from today), I will not keep it open and unnecessarily drag it out and will be forced to close the complaint as unresolved. At least temporarily, until the casino really does not process your withdrawal completely.

My dears, I am extremely grateful and happy for your efforts.

I was very happy and satisfied with the response from the Pedalada10 Casino Team.

I feel like this time everything will work out and we can close this case as resolved.

@Branislav any news or direct contact, I will pass it on to you here.

Cheers

Meus queridos, fico extremamente grato e feliz pelo empenho de vocês.

Fiquei muito feliz e satisfeito com a resposta da Equipe Pedalada10 Casino.

Estou sentido que desta vez vai dar tudo certo e poderemos encerrar este caso como resolvido.

@Branislav quaisquer novidade ou contato direto, irei lhe repassar, por aqui.

Cheers

Dear Magnox666,

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.

Dear Branislav, I'm still waiting, unfortunately I haven't received any amount yet. 😞

Caro Branislav eu ainda estou no aguardo infelizmente ainda não recebi nenhum valor. 😞

Dear Magnox666,

I am sorry to hear about another delay. I sincerely believed that the casino will process your withdrawal shortly.

Please note my previous post was automatically added to the thread in my name by our system, so you can consider it irrelevant, or its wording.

Since we do not have many options on how to speed the process up, and we know that someone already looked at it recently, and we were informed that the payment should be processed soon, I would like to at least leave the thread open for several extra days, let's say until the end of the next week. So I will set the timer for you again and will wait for your updates on Friday next week.

However, please note that if there is no progress on the matter, next week I will be forced to close the complaint as unresolved. It could be a temporary solution, but if it happens, I can reopen and update the case in the future in case anything changes.

I hope that you will provide me with positive news soon!

Looking forward to hearing from you.

Any news, Magnox666?

Hello Branislav, i have contacted the chat support right now, I don't have any deposit in my bank account I checked every corner there, just for sure.

This is the answer from chat.

I honestly don't know what to expect.

Oh... I am sorry there is another delay. I sincerely believed that it will finally be processed this time.

Anyway, as I mentioned above, since there has been no progress at all for a very long time, I cannot keep the complaint open anymore, and I am forced to close it as ‘unresolved’ for now, which will influence the casino’s rating in a negative way until the issue is resolved.

After I saw your screenshot, I would like to advise you to not give up. To be honest, I had a case with some of the sister casinos of Pedalada10, and it was similar. The withdrawal took a few months until it was completely processed (counting only time from submitting a complaint). For some unknown reason and/or for some players, it is taking forever in these casinos to withdraw winnings. However, I would say you should only stay patient and positive. I believe that the payment will come, and it is only a matter of time. Then, once it is credited to your payment method, please, let me know about it by reopening the complaint or by email, and I will update the complaint status and outcome accordingly.

In the meantime, there is one more option on how you can try to speed up the process - the casino has one of the better gaming licenses (MGA), so you could try to contact the regulator and/or submit a complaint directly to them. You can find more about their complaint process HERE.

In case of any questions or updates/progress, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, but clear information about the withdrawal will be needed.

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving an update from the player, we are updating the complaint to successfully resolved.

Translation of the user's message:

"Hello friends of Casino GURU, dear @Branislav

With a huge smile on my face I come to tell you that I received the amount from the Pedalada10 casino.

In short, about 2 months after I opened this complaint, they contacted me via support email to ask for the transfer details and asked if I would like to make another online transaction or make an international bank transfer. Since I was already dissatisfied with the online transaction, I opted for the transfer and sent the bank details.

I had high expectations and believed that it would be resolved, but months went by and I abandoned the idea that I would receive the money.

This month, which marked one year, I sent a message asking one last time and received the response that the payment had already been made and was deposited on 07/01 of this year.

So, despite it taking 11 months, I still managed to receive my amount, even with interest due to the currency's rise. I am completely satisfied and very happy, and I came with this enthusiasm to update my colleagues here on the forum.

I believe that this case was only completely resolved thanks to the efforts of everyone here, I would like to express my gratitude and sincere thanks for the support @Branislav and @Pedalada10."

Thank you, Magnox666, for the update and confirmation and for using the Casino Guru complaint resolution centre. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru