BetdaVirada Casino - Бонусные выигрыши игрока не выплачиваются.

I received a promotion via email, made the deposit, and fulfilled all the requirements until the bonus money turned into real money. I had done this before, and they paid me, but now they don't want to pay. The chat is always offline, and they never reply to my emails. Not only are they not paying me, but they also took my deposit money. This is a complete rip-off.

Me passaram uma promoção por e-mail , fiz o depósito cumpri todos os requisitos até o dinheiro do bônus virar dinheiro real, eu já tinha feito isso antes porém me pagaram ,só que agora não querem me pagar o chat vive off-line e o e-mail eles nunca respondem,além de não me pagar ainda ficaram com meu dinheiro de depósito, maior sacanagem com o consumidor.

Dear Wgrvl1981,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email with the promotion you received and used? My email address is veronika.l@casino.guru.

Has the casino explained to you why your winnings were confiscated?

When was the last time you communicated with customer support regarding this issue?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon, the chat doesn't work, it's no use since the 8/5th I can't get assistance, I've always deposited and always withdrawn, then they sent me an email asking for account verification, well I did what they asked and since then they haven't responded to me, but now The 72-hour period they gave me for a response has passed, but the betting house does not want to respond to the support email as they provided it to me

Boa tarde o chat não funciona não adianta desde do dia 8/5 não consigo atendimento, sempre depositei e sempre saquei daí me mandaram um email pedindo uma verificação da conta pois bem eu fiz o que pediram e desde então eles não me respondem mas, já se passaram o prazo de 72 horas que me deram pra resposta mas casa de aposta não quer responder o e-mail de suporte como eles mesmo me forneceram

Good morning, I have already done what they asked, including account verification, now they have removed the live chat option and they do not respond to the email provided by the bookmaker, I have already sent more than 10 emails to them after verifying my account. account and they don't respond, I think they are scamming because they kept all my deposits and didn't pay what I won, there are prints of all the withdrawals and all the emails I made

Bom dia eu já fiz o que pediram inclusive a verificação de conta, agora eles retiraram a opção chat ao vivo e o e-mail fornecido pela casa de aposta eles não respondem, já mandei mais de 10 e-mails para eles após a verificação de conta e não respondem, acho que estão dando golpe pois ficaram com todos os meus depósitos e não pagaram o que eu ganhei, tem print de todas as retiradas e todos e-mails que fiz

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if the casino approved the documents you sent for verification?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

All the required documents were sent correctly, identity, proof of residence, bank proof, everything in the format they required, they gave me a deadline of 72 hours to respond, 10 days have passed and no one responds to the email I have no support from them

Todos os documentos exigidos foram enviados corretamente, identidade, comprovante de residência, comprovante bancário, tudo no formato que eles exigiram, me deram um prazo de 72 horas para dar resposta já se passaram 10 dias e o e-mail ninguém responde não tenho suporte nenhum deles

Dear Wgrvl1981,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for BetdaVirada Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from BetdaVirada Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.