bCasino - El jugador afirma que el pago se ha retrasado.

I made a withdrawal request on January 3, 2025 and have submitted all ID document. I have reached out to ask about the withdrawal request with no response.

Dear dianetinga,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Tomorrow it will be 14 days since I requested a withdrawal. Late yesterday I finally received a email from them stating that they could not withdraw from the account issued from my bank. I have made withdrawals from this account several times at various casinos. I replied to this email stating that I have always used this bank and this account with no issues ever before and asked them to reply to me as why there is a problem.

I have included a screenshot

bcasino keeps on sending me the same email without answering why they can't use my bank and account for this withdrawal request.

Dear dianetinga,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No new developments and they will give no response to my question of why they are unable to use my band and bank account.

This is what was discussed on Friday January 17th, and they will not tell me why they won't use my bank and bank account.

bcasino finally told me what the problem was with my bank and bank account, it is that I have a different email on the casino site then I do to the Interac account associated with my bank. This is true. I guess if this is a valid reason they are not able to send money then whatever.. they always are able to take the money though..

Bcasino has emailed me again and said they would switch my email to the email which is associated with the one on my bank account so that the withdrawal can proceed.

The reason that casino has my secondary email is because awhile back I switched it because I wanted an account there in Canadian money not Europe, so in order not to have two accounts, they decided the best way was to create a new account with a different email.. which I forgot I had a different email for bcasino.

Bcasino just paid me, so that is great... So I can stop this complaint against them...

Dear dianetinga, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru