W78.com Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I would like to open a ticket about a serious problem with my account. I had a total balance of R$1080 on the platform (R$1000 in requested withdrawal and R$80 remaining in the account). Initially the withdrawal was reported as approved, but later the entire balance was confiscated and I was informed in a generic way that there was "fraud", without any detailed explanation or manual analysis of my case.

I would like to request a manual review of the decision by the security team and to be informed of the specific reason for the accusation of fraud, as well as the exact clause of the platform's terms and conditions that was applied to justify the total confiscation of the balance.

I am fully willing to provide any necessary documentation or perform identity verification (KYC) to prove that my account is legitimate. I kindly ask that the case be reviewed by a human attendant and that I receive a clear explanation of the decision taken.

Olá, gostaria de abrir um ticket sobre um problema grave na minha conta. Eu possuía um saldo total de R$1080 na plataforma (R$1000 em saque solicitado e R$80 restantes na conta). Inicialmente o saque havia sido informado como aprovado, porém posteriormente todo o saldo foi confiscado e fui informado de forma genérica que houve "fraude", sem que fosse apresentada qualquer explicação detalhada ou realizada uma análise manual do meu caso.

Gostaria de solicitar uma revisão manual da decisão pela equipe de segurança e que seja informado o motivo específico da acusação de fraude, bem como a cláusula exata dos termos e condições da plataforma que foi aplicada para justificar o confisco total do saldo.

Estou totalmente disposto a fornecer qualquer documentação necessária ou realizar verificação de identidade (KYC) para comprovar que minha conta é legítima. Peço por gentileza que o caso seja analisado por um atendente humano e que eu receba uma explicação clara sobre a decisão tomada.

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Dear Magolyn,

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

Dear Magolyn,

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, I haven't received the amount or any support from them.

Não, não recebi o valor e nem suporte da parte deles.

Dear Magolyn, 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

I have forwarded it to you

encaminhei no e-mail

Dear Magolyn,

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, Barborka, barbora.p@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 Magolyn,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.