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I was told there’s a 12-hour window to receive the withdrawal via Pix, but I’ve already requested it and haven’t received it yet. They’re saying it will be processed today, but I still haven’t received anything.

Me falaram do prazo de 12 horas para receber o saque via pix porém já solicitei e não recebi, estão informando que vai ser processado ainda hoje mas nada de receber.

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Dear Viniciusvicentini,

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,

Kristina

Okay, yesterday they denied my withdrawal request and asked me to combine all the amounts into a single withdrawal… I did that, and I still haven’t received it. The chat says they’re forwarding it to the appropriate department because my withdrawal request has been sent back to the beginning of the queue they claim to have, but I still haven’t received anything so far.

Ok, ontem eles negaram meu saque pedindo para que eu concentra-se os valores tudo em um saque só… fiz isso e até agora ainda não recebi, o chat fala que estão mandando para o setor responsável pois o meu processo de saque voltou desde o começo da fila que eles falam que possuem, porém nada de receber até agora.

Dear Viniciusvicentini,

Your withdrawal was approved a few hours ago. We kindly request that you contact your payment system regarding your transaction.

Please inform us as well if you have received the funds. Thank you for cooperation.

Best regards,

Bets.io casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Viniciusvicentini,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina