I made a withdrawal of 392 euros on 12/29/2023, it didn't land in my account, I've already made several complaints and until today I'm told to wait until when they want. I talk to them in chat and it's always the same answer, but no resolution.

Fiz um saque de 392 euros no dia 29/12/2023, n?o caiu na minha conta, ja fiz varias reclama??es e até hoje sou indicado a aguardar até quando eles quiserem. Falo com eles no chat e é sempre a mesma resposta, mas nada de resolu??o.

Dear valter3433,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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,

Petronela

Good afternoon, the withdrawal appears as complete, however nothing has landed in my account, I opened a complaint on 01/06/2022 and they promised to resolve it in two weeks, so far nothing. Every time I ask for clarification via email or via chat, they say to wait.

Boa tarde, o saque aparece como completo, no entanto nada caiu na minha conta, abri uma reclama??o no dia 06/01/2022 e eles prometeram resolver em duas semanas, até agora ainda nada. Toda vez que pe?o esclarecimento por email ou via chat, eles dizem para aguardar.

Do I understand correctly that you opted for a bank transfer to receive your winnings? Have you received any transaction tracking number from the casino, please?

Have you contacted your bank providing this number? Is it the same as the tracking number or is it just a transaction ID displayed in your casino account?

I contacted my bank and they said that there is no pending transfer from that entity.

The number is a transaction ID displayed on the casino account.

Entrei em contacto com o meu banco e eles disseram que n?o tem nenhuma transferência pendente daquela entidade.

O número é um ID de transa??o exibido na conta cassino.

Thank you very much, valter3433, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you, I await his contact.

Obrigado, Aguardo o contacto dele.

Hello, Valter3433!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you, I'm waiting for the contact.

Obrigado, estou a aguardar o contacto.

Hello,

Thank you for contacting the Blaze Support Team.

We are really sorry for the delay in resolving your case. Our finance team is aware of the issue and we are also strongly urging for a resolution as soon as possible. However, so far, it's all I can do. You have to keep waiting.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

It's always the same answer, I've been waiting for 65 days.

è sempre a mesma resposta, ja estou a espera a 65 dias.

Hello, Ariano,

Thank you for your response!

Could you inform us about what kind of problem are you facing with the player's withdrawal?

Also, is there any kind of estimated time in which you expect the issue to resolve?

Pavel K

Casino Guru Team

Hello,

Thank you for contacting the Blaze Support Team.

We checked the case and the withdrawal appears in our systems as complete. We were also told that the amount has already been delivered to the customer's account. Furthermore, we ask the payment provider for proof of sending the amount (receipt), since these payments are made by our intermediaries and not by us.

We apologize for the delay and are strongly demanding a response as soon as possible.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

Thank you, Ariano!

While we are waiting for the funds to land, you can send the receipt to my e-mail ([email protected]), as soon as you receive it from the payment provider.

I'm waiting, still nothing on my account. If you want, I can send an extract from the month of December to verify.

Estou a aguardar, ainda nada na minha conta. Se quiser mando extrato desde mes de dezembro para verificar.

Hello Valter and Pavel,

Thank you for contacting the Blaze Support Team.

We are really sorry for the delay in resolving your case. Our finance team is aware of the issue and we are also strongly urging for a resolution as soon as possible. However, so far, it's all I can do. You have to keep waiting.

If you have any further questions or still need help, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

Hello, Ariano!

Is there any progress on the withdrawal? Have you received the receipt from the payment provider?

Hello Valter and Pavel,

Thank you for contacting the Blaze Support Team.

We are constantly demanding a response from the financial sector.

We are really sorry for the delay in resolving your case. Our finance team is aware of the issue and we are also strongly urging for a resolution as soon as possible. However, so far, it's all I can do. You have to keep waiting.

If you have any further questions or still need help, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Carlos Nunes

Blaze Support Team

Valter, please, could you send the bank account statement beginning from 29.12.2022 to my e-mail: [email protected] ?

I'll send.

Vou enviar.

Hello, Ariano, Carlos and the Blaze Casino!

Please, update us about the state of the player's withdrawal. As it seems from the documents that the player has sent me, he has not received the funds yet. Please, note, if there is not any progress in a week I will be forced to close the complaint as unresolved, which will affect the casino rating in our system. Of course, there is always a possibility to reopen the complaint if the issue is resolved.

Respectfully,

Pavel K

Hello,

Thank you for contacting the Blaze Support Team.

Priority was requested for the case, but we still have not received responses from the responsible sector.

It's not the kind of service we would like to offer, but unfortunately the customer must continue to wait for the team's response.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

Thieves is a low word for you.

Ladr?es é pouca palavra para vo?ês.

Here, I would like to inform both sides of the dispute one more time that, if there will be no progress on the withdrawal in a week, the complaint will be closed as unresolved, which will decrease the casino rating in our system.

Hello, Valter!

As I have mentioned before, I am forced to close the complaint as unresolved. I understand, that it does not find a solution to your problem, but lower rating can motivate the casino to participate in disputes more actively.

Therefore, I am suggesting you to open a complaint with the regulator - Gaming Curacao. You can do so by writing to this e-mail: [email protected] . If you will have any questions - do not hesitate to contact me through my e-mail: [email protected] .

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team