I joined the platform's "Refer and Win" promotion and spread my referral link on my social networks. I got a qualified referral, as the platform itself made clear in the referral panel of my account. However, I didn't receive the R$50.00 in real money, as stated on the promotion panel on the platform.

I contacted the support chat and they asked me for the referral's e-mail address so they could check the reason for the non-payment for the qualified referral. However, as I posted the link on social media, the referrers are often people unknown to me. This, however, should not interfere with the validation of the bets or my right to winnings, since the referral actually played and the platform benefited from it.

Now, my links are still spread around and may even generate more registrations, but I still haven't received my prize. They say I need the friend's e-mail address to find out what happened, but I don't have that, as it was a random referral. What's more, the promotion doesn't specify that you need to have the contact details of your referrals in order to receive the referral prizes.

Dear Cassiloko08,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Cassiloko08,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Cassiloko08,

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 case wasn't about a survey, it was about a referral promotion for which I didn't receive the prize.

Dear Cassiloko08,

Please forward the communication between you and the casino related to this case to [email protected] for further review.

Awaiting your response.

Regards,

Nick

Dear Cassiloko08,

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.