I recently won a sum of 304 reais without using any bonus. However, I can't withdraw it, they always ask for a multitude of account and deposit proofs. It's been 6 days now without them sending my money and they aren't responding.

What frustrates me most is that they accept payment via Pix, but they don't have the option to pay out using the same method.

Recentemente ganhei o montante de 304 reais sem utilizar b?nus. Porém, n?o consigo sacar, eles sempre pedem uma infinidade de comprovantes de conta e dos depósitos. Já est?o a 6 dias sem enviarem meu dinheiro e n?o respondem.

O que me deixa mais indignado é que eles recebem via pix, mas n?o possuem a possibilidade de pagar pelo mesmo método.

Dear markissimo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

In fact, my "fight" with Bcasino has been going on since February when I requested the first redemption. The documents they asked me for were:

• Photo of the Credit card (front and back with the security code covered)

I informed them that I only made 1 deposit via card, however, it was with an online card to avoid fraud, but they insistently responded to emails requesting a photo of the card, then demanded a card statement proving the deposits.

I sent the card statement with the aforementioned deposit, but they insisted on asking for the credit card photo and after a few days, they canceled the deposit, returning the money to my account.

I made the request again by sending the deposit receipts that I made via PIX, however, the deposits were made by a bank that does not have the IBAN / SWIFT that they require when filling out the details to deposit.

I feel deceived by the platform because if they receive payment via pix, how difficult is it to pay using the same method? Why create this series of difficulties when withdrawing?

8 days ago I made the withdrawal request again and provided the IBAN / SWIFT of another bank where I have an account, but so far I have not received any response.

Na verdade, minha "briga" com a Bcasino vem se arrastando desde fevereiro quando solicitei o primeiro resgate. Os documentos que eles me pediram foi:

• Foto do cart?o de Crédito (frente e verso com o código de seguran?a tapado)

Eu informei que fiz apenas 1 depósito via cart?o, porém, foi com cart?o online para evitar fraudes, porém insistentemente eles respondiam os e-mails solicitando a foto do cart?o, depois exigiram o extrato do cart?o comprovando os depósitos.

enviei o extrato do cart?o com o referido depósito, mas eles insistiram em pedir a foto do cart?o de crédito e depois de alguns dias, eles cancelaram o depósito, retornando o dinheiro para minha conta.

Fiz novamente a solicita??o enviando os comprovantes de depósito que fiz via PIX, porém, os depósitos foram feitos por um banco que n?o possui o IBAN / SWIFT que eles exigem no preenchimento dos dados para depositar.

Me sinto ludibriado pela plataforma porque se eles recebem via pix, qual a dificuldade em pagar pelo mesmo método? Porque criar esta série de dificuldades na hora do saque?

Há 8 dias fiz novamente o pedido de saque e informei o IBAN / SWIFT de um outro banco que tenho conta, mas até o momento n?o obtive nenhuma resposta.

Do I understand correctly the deposit was made with a virtual card?

Is the card recorded in your bank application, or is the fact the card was issued in your name recorded anywhere?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

These are the repetitive requests they make. I always warned that the credit card was virtual, but it is linked to the physical card.

Furthermore, I always warned them that my deposits were made via pix, I only made one deposit via virtual credit card, but they insist on asking for the same receipts that I have already sent.

I no longer have any way to prove this deposit.

Estes s?o os pedidos repetitivos que eles fazem. Sempre avisei que o cart?o de crédito era virtual, porém está vinculado ao cart?o físico.

Ale′m disso, sempre avisei que meus depósitos foram feitos via pix, fiz apenas um depósito via cart?o de crédito virtual, mas eles insistem em pedir os mesmos comprovantes que eu já enviei.

Eu n?o tenho mais como comprovar esse depósito.

On the bank statement, you submitted to the casino, is the deposit made with the card included in the list of transactions?

After much insistence, they decided to pay me. Thank you all.

Depois de muita insistência, resolveram me pagar. Obrigado a todos.

Dear markissimo,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com