Topacio Casino - Игрок еще не получил свой выигрыш.

I have an account at the Topaz Casino, with ID 7397031, under the email [email protected] On March 26th, I made a deposit and played, winning approximately 8,000 COP. There was a casino promotion where you had to complete missions to earn points and special bonus spins on a roulette wheel. As a result, I received a bonus of 60,000 COP on my next deposit, based on my roulette winnings. Since the bonus was 60,000 COP, plus the additional 8,000 COP I had deposited, I also purchased some Olympus Gate super spins, which cost 50,000 COP. The bonus was used up, and the winnings were converted into real money, which I then requested to withdraw, totaling 172,260 COP. On 26/03/2026 at 19:49 with 52 seconds, I immediately made the withdrawal request and it was rejected because supposedly the account was under monitoring, to which I contacted the casino's live chat, and they told me that I had to escalate it so that the security department could validate it and that they were contacting me by email. I asked them how long the verification would take, and they told me they didn't know, just to be patient and that they would release the account as soon as they verified it. As a player at the casino, I continued playing, and the value has increased exponentially from my initial balance to what I have today, which is a total of $3,108,928.25. I contact the casino daily, I've spoken with many agents, and they tell me they don't know how long the review might take and that I should be patient. I start asking them about response times, and they redirect me to the chat. I contacted the support area via email, and they responded with the same vague and unfounded message, a copy-paste of what the agents say in the chat. They don't explain why the account was blocked or how long it will take, and they get angry and rude when you start asking them questions. I want to clarify that I have handled this in the most cordial and friendly tone possible, without being rude at any point. Today I contacted them again on January 4, 2026, and they told me the situation is still the same, that they don't know how long it will take, and that I have to continue being patient. They did tell me I could keep playing if that's what I wanted. So I need help to file a complaint directly through you, and see if you can help me get a clear and formal response to the situation without any evasions, because I already feel like the casino's only goal is to generate supposed reviews to make the customer gamble the money again so they don't have to pay anything. I want to clarify that the account has already been verified with KYC using my ID and a selfie of me holding the document. Now I don't know what to do or which regulatory body to contact, because from what I've seen online, this has happened to many people who win large amounts; the casino looks for excuses not to pay out the prizes properly. I have screenshots of the increasing winnings, and so on, the chats and emails, and I am willing to provide any information requested since the winnings were legitimate within the casino's policies and regulatory license.

Tengo una cuenta en el casino topacio, con el ID 7397031, bajo el correo [email protected]. El dia 26 de Marzo realice un deposito y lo jugue, gane como 8 mil pesos COP. Resulta que hay una promocion de casino en la cual se debn cumplir misiones, te dan puntos y giros de bonos especiales en una ruleta, a lo cual me dieron un bono de 60 mil pesos en mi proximo deposito, segun lo que gane en la ruleta. Resulta que como eran 60 mil de bono, mas 8 mil de mas que deposite, y compre unas supertiradas de Olympus gate, que tuvo un valor de 50 mil pesos cop. Resulta que el bono se consumio y el dinero ganado paso a dinero real retirable a lo cual yo solicite el retiro del dinero por valor de 172.260 COP. 26/03/2026 hora> 19;49 con 52 segundos, inmeditamento hice la solicitud del retiro y me rechazan porque supuestamente la cuenta quedo under monitoring, a lo cual me ocntacte al chat live del casino, y me dijeron que tocaba escalarlo para que el departamento de seguridad validara y que me estaban contactando al correo. Les pregunte que que tiempo aproximado tomaria la verificacion y me dicen que no saben que sea pasciente que tan pronto verifiquen liberaran la cuenta, yo como jugador en el casino segui jugando y el valor a aumnetado exponencialmente del saldo que tenia inicialmente al que tengo hoy dia, que es un total de $3,108.928.25, me comunico con el casino a diario, he hablado con muchos agentes y me dicen que no saben cuanto pueda tomar esa revision que debo ser paciente, les empiezo a pregunta por tiempos de respuesta y me tiran el chat, me comunique al area de soporte por medio de correo electronico, y me respondieron el mismo mesaje vago y sin fundamento, un copi paste de lo que dicen los agentes en el chat, a lo cual no dicen ni porque se bloqueo, ni cuanto demorara, y se ponen bravos y groseros cuando les empieza uno a preguntar, y aclaro he llevado esto en el tono mas cordial y amable posible sin ser grosero en algun momento. HOy nuevamente me comunique que el 04/01/2026 y me dicen que sigue igual que no saben cuanto demore, y que tengo que seguir siendo pasciente, eso si me dijeron que podia seguir jugando si era lo que yo queria. Entonces necesito ayuda para hace rel reclamo directamente atravez de ustedes, y ver si me pueden ayudar a que almenos me respondan de forma clara y formal ante la situcion sin ningun tipo de evaciones, porque ya siento que el casino lo unico que quiere es generar supuestas revisiones para hacer que el cliente juegue el dinero nuevamente y asi no tener que pagar nada, aclaro que ya la cuenta esta veirficada con KYC con cedula y foto selfie mio con el documento de frente. Ahora pues no se que hacer y aque entidad regulatoria acudir, porque revisando en internet esto le ha pasado a muchas personas cuando ganan montos altos, el casino busca pretestos para no pagar adecuadamente los premios. Tengo los pantallazos de las ganancias crecientes, y demas, los chats y los correos, y estoy dispuesto a brindar cualquier informacion que s eme solicite ya que las ganancias fueron legitimas dentro de las politicas del casino y licencia de regulacion del mismo.

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Dear JUAN9604,

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 JUAN9604,

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.

Dear JUAN9604,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.