The casino has never made any payments and has always had excuses. Now, they claimed that I requested the cancellation of my account, which I did because they don't make payments. However, I was able to access my account and play yesterday, and even communicated via their chat system. At no point did they mention that my account had been cancelled. If I can still log in, make deposits through Pix, and use the chat, how can my account be cancelled? When I won, they said that I had cancelled my account, and that's why the money disappeared from it. However, the account couldn't be cancelled if it still accepted my Pix payments, allowed me to play, and use the chat. I feel deceived - if they accept my money, they should pay me. If the account truly is cancelled, they should refund my deposits as they misled me, which is a crime. I am deeply disappointed.

O casino fim nunca pagou sempre teve desculpas agora disse que eu pedi a exclus?o da conta e eu havia pedido pq eles n?o pagam aí eu entrei na conta ontem joguei falei no chat em nenhum momento falaram que minha conta estava excluída se eu consigo entrar depositar pix falar no chat ao qd ganhei falaram que eu exclui a conta e por isso o valor sumiu da minha conta como tá esclusa se aceita meus pix eu jogo falo no chat est?o me enganando se aceitam meu dinheiro tem que me pagar se tá excluída devolvam os valores que depositei pq me enganaram isso é crime decepcionada

Dear alessandra80oliveira,

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

They paid

Eles pagaram

Dear alessandra80oliveira,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com