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I made three deposits at this casino, I automatically received a bonus of 10 free spins per week, in one of these weeks I managed to withdraw a reasonable amount and continued playing until I completed the wagering requirements to be able to withdraw, I was asked for some documents which I sent everything which was requested but five days have passed and until now I have not received my money in my account, I make daily inquiries to the casino that do not give me any response

Efetuei três depósitos nesse cassino, automaticamente recebia um bônus de 10 rodadas grátis por semana, em uma dessas semanas consegui levantar um valor razoável e continuei jogando até completar os requisitos de aposta para poder efetuar o saque, foi solicitado alguns documentos a qual enviei tudo o que foi solicitado, mas se passaram cinco dias e até agora não recebi meu dinheiro em minha conta, faço questionamento diário ao cassino que não me dá nenhuma resposta

Hello bensilva2805,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with bCasino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Yes, I sent the documentation as requested, the problem is that I received several emails asking for a different change each time, Hi, they could point out which documents were in a single time but every time they were different problems which ends up delaying the process of verification consequently the receipt of the amount, and as it is on the casino website the deadline is THREE working DAYS and not 14 days for document verification and withdrawal processing.

Sim enviei a documentação conforme solicitado, o problema é que recebi vários e-mails solicitando uma alteração diferente a cada vez , Oi seja, poderiam apontar quais documentos estavam em uma única vez mas todas as vezes eram problemas diferentes o que acaba atrasando o processo de verificação consequentemente o recebimento do valor , e conforme está no site do cassino o prazo é de TRÊS DIAS úteis e não 14 dias para verificação de documentos e o processamento do saque .

And another, because when I made the deposits, no documentation was requested and in my only withdrawal so far all this bureaucracy?

E outra , porque quando fiz os depósitos não foi solicitado nenhuma documentação e no meu único saque até agora toda essa burocracia?

Hello bensilva2805,

No matter what the casino claims, the recommended time frame for the verification is 14 days.

Also the deposits does not require verification, it is asked by the casino after requesting for a withdrawal.

Please let us know after a week the status of the verification and we can intervene accordingly.

Dear bensilva2805,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.