BetdaVirada Casino - Proces výběru a ověření hráče je zpožděn.

I received a promotional SMS that read, "LUCKY WEDNESDAY - 80 FREE SPINS on TIGER when you top up 35! Only until midnight! Visit now https://cmtl.io/10ab70c4". I made the deposit and met all the promotional rollover requirements, so I requested a withdrawal on the 24th of April 2024, but I still have not received the amount. On the same date, I sent my documents for identity verification via support email, but I have received no response yet. I try to contact them every day via chat and email, but I cannot get any assistance.

Recebi um SMS de promoção, o qual dizia "QUARTA DE SORTE - 80 GIROS de PRESENTE no TIGER ao recarregar 35! Somente ate meia noite! Acesse agora https://cmtl.io/10ab70c4", fiz o depósito e cumpri todo o rollover da promoção, então solicitei o saque no dia 24.04.2024, mas até hoje não recebi o valor. Na mesma data enviei meus documentos para verificação de identidade via e-mail de suporte, mas sigo sem nenhum retorno. Diariamente tento contato via chat e e-mail, mas não consigo atendimento.

Dear zetesol91, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please advise 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 very much in advance for your reply. 

Best regards, 

Veronika

I had never made a withdrawal on this platform, as I had not yet made any earnings. They request the following documents:

A photo ID (copy of passport, driver's license or national ID card, rne national alien registration) and a recent utility bill listing your name and address as proof of residency at a minimum. Then send my Identity Document, proof of address including an electricity bill, and bank statement proving my account, these were sent on 04/24/2024 and resent for the last time on 05/07/2024. I emphasize that at no point did I receive any feedback as to whether or not my documents were accepted. The documents were sent in the format allowed by the platform, being image and PDF formats

Nunca havia feito saque nessa plataforma, pois ainda não tinha tido ganhos. Eles solicitam os seguintes documentos:

Um documento de identidade com foto (cópia do passaporte, carteira de motorista ou carteira de identidade nacional, rne registro nacional do estrangeiro) e uma conta de serviço público recente listando seu nome e endereço como comprovante de residência no mínimo. Então envie meu Documento de identidade, comprovante de endereço sendo uma conta de energia elétrica, e extrato bancário comprovando minha conta, estes foram enviados no dia 24.04.2024 e reenviado pela última vez no dia 07.05.2024. Reforço que em nenhum momento tive retorno se meus documentos foram ou não aceitos. Os documentos foram encaminhados no formato permitido pela plataforma sendo formato de imagem e PDF

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. 

Since ten days have passed since you sent your documents for verification, could you please advise if they were approved by the casino?

What is the current status of your withdrawal request? Please keep me updated.

Dear zetesol91,

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.

Yes, it has been more than 10 days since the documentation was sent, I have not received any confirmation about the documentation sent.

Sim, já se passaram mais de 10 dias desde o envio da documentação, não recebi nenhuma confirmação sobre a documentação enviada.

Dear zetesol91,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for BetdaVirada Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from BetdaVirada Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.