Mascotfy Casino - El jugador cree que el reintegro se ha retrasado.

I made a withdrawal of €150 at Casino Mascotfy and so far it hasn't been processed

They just keep making excuses

Fiz um levantamento 150€ na Cassino mascotfy até agora não foi processado

Eles só ficam a arrumar desculpa

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Dear Admilson_Tavares30,

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

Ok thanks, I'll wait until then

Ok obrigado fico no aguardo até esse dia

Dear Admilson_Tavares30,

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, so far I haven't received any money

Não até agora ainda não recebi qualquer valor

Good afternoon, it's been 14 days and so far I've received no response from you.

Boa tarde, já se passaram esse 14 dias até agora nenhuma resposta de recebimento do valor

Dear Admilson_Tavares30, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

No

Yes

No bonus I played and also invested

Yes

Não

Sim

Sem bônus joguei e também investi

Sim

What's more, the casino doesn't even reply to my e-mail

Ainda mais o casino nem responde o e-mail

Dear Admilson_Tavares30,

Thank you for your response and for providing the screenshot. I’m sorry to hear that the casino has not replied to your emails.

To better understand the situation, I would like to ask you a couple of additional questions:

Could you please confirm which withdrawal method you selected when requesting the €150 withdrawal (for example bank transfer, card withdrawal, e-wallet, etc.)?

What is the current status of the withdrawal in your casino account? Is it still marked as "pending", or has it been approved or rejected?

These details will help us better understand what stage the withdrawal is currently in and how we can proceed with the investigation.

Thank you in advance for your reply.

Karla

Bank transfer method

Pending status

Metodo de transferência bancária

Estado pendente

Dear Admilson_Tavares30,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, lucia.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Admilson_Tavares30,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Ok thanks I look forward to hearing from you

Ok obrigada fico no aguardo

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 Admilson_Tavares30,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia S