I opened an account at 21casino with an available bonus of 121% and made a deposit of 5 USD from which I was lucky enough to win 86.90 dollars. I withdrew 80 dollars, and the available bonus was confiscated. However, when the money entered my account, only 366 USD was paid to me, even though the total amount should have been 412 reais today, given that the dollar is at 5.15. I lodged a complaint in the casino's chat function seeking information and to withdraw the remaining money. However, they sent a message stating that they are not responsible for the conversion from USD to reais. This is absurd and I am here to assert my rights.

Abri uma conta no 21casino com b?nus disponível de 121%fiz um depósito de 5 usd de onde tive a sorte de ganhar 86,90 dolores saquei 80 dolores e o b?nus disponível foi confiscado só que na hora que o dinheiro entrou na minha conta só foi me pago 366 usd sendo que o montante daria 412 reais hoje sendo que o dólar está 5,15 entrei com reclama??o dentro do chat do Casino querendo saber informa??es e retirar o restante do dinheiro agora mandaram mensagem dizendo que n?o s?o responsáveis pela convers?o de usd em reais isto e um absurdo e venho aqui respaldar meus direitos.

Dear Adriana437,

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

No, the problem is that they are charging me a money conversion fee, I have never seen this in my life, the Casino did not give me a choice of currencies, there were only dollars and euros, my husband opened an account at the Casino with reais and now they are charging me 56 reais in fees. my earnings this is absurd

N?o o problema e que est?o me cobrando taxa de convers?o de dinheiro nunca vi isto na minha vida o Casino n?o me deu op??o de moedas só tinha dólar e euros meu marido abriu conta no Casino com reais e agora est?o me cobrando 56 reais de taxa nos meus ganhos isto é um absurdo

Dear Adriana437,

Have you received your withdrawal from the casino yet?

Dear Adriana437,

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.

The Casino paid me 364 reais and what I had in dolores was 412 reais. They discounted me 56 reais due to currency conversion. I'm not satisfied, I want my remaining 56 reais either in payment or in credit at the Casino as real money

O Casino me pagou 364 reais e o que eu tinha em dolores dava o montante de 412 reais me descontou 56 reais por causa de convers?o de moedas n?o estou satisfeita quero meus 56 reais de resto ou em pagamento ou em crédito no Casino como dinheiro real

Dear Adriana437,

Please understand that any currency conversion fees and other transaction fees are charged by banks and not casinos. The casino cannot pay you something they didn't take. Since you received the vast majority of your winnings, we will now consider this case resolved. 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