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Good evening, I requested a withdrawal on the 30th of last month. After three days, I contacted the website's chat service and was informed that they were experiencing issues with the withdrawals of some players, and that my withdrawal would be processed on the same day. I waited the entire day but there was no sign of the withdrawal. Today, when I checked my account to view the status of my withdrawal, I found it unchanged. I tried to engage with the site's chat service but it was no longer available so I sent numerous emails to the support team but received no response. When I revisited the site, I canceled my withdrawal, played more on the site and made other, smaller withdrawals, but still, my withdrawal was not processed. I'm worried because the site is not responding. My verified account has successfully received payments from the site in the past. I urge the site to pay me as soon as possible.

boa noite fiz um pedido de retirada no dia 30 do mês passado passaram 3 dias entrei em contato com chat do site e me informaram que estavam tendo problema com retiradas de alguns jogadores e no mesmo dia seria feito meu levantamento. Aguardei o dia inteiro e nada do saque . Hoje fui ver minha conta para ver como estava minha retirada e se encontrava da mesma forma , tentei conversar no chat do site só que não se encontrava mais o chat e enviei vários e-mails para os suporte sem nenhuma resposta , entrei novamente no site fui e cancelei minha retirada joguei mais no site e fiz outros saques com valores menores mesmo assim não foi feita a retirada . Estou preocupado pois o site não responde , minha conta e verificada e ja recebi algumas vezes do site . Estou pedindo que o site me pague o quanto antes possível

Dear mengobsb77,

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

Good morning, the biggest problem that is happening is because no one on the site responds to my sent emails and the 24-hour chat on the site is gone. This is my concern.

Bom dia o problema maior que esta acontecendo e porque ninguém do site responde os meu e-mails enviados e o chat 24 horas do site sumiu não tem mais . Essa e minha preocupação .

Good morning again I went to try to enter my account on the BETBRX website now they simply blocked me I knew something was wrong because I saw here on their Instagram that there are several people informing that they did not receive their withdrawals, they blocked my account because I sent several e- mails asking for a response to my withdrawal request I saw here at casino guru that this site has a high security score so please ask that I contacted them because they are using it in bad faith.

Bom dia novamente fui tentar entrar na minha conta do site BETBRX agora simplesmente me bloquearam eu sabia que tinha algo de errado pois vi aqui no Instagram deles que tem varias pessoas informando que não receberam as suas retiradas , eles bloquearam minha conta porque enviei vários e-mails pedindo resposta do meu pedido de retirada vi aqui no casino guru que esse site tem nota alta de segurança então peco por favor que entrei em contato com eles porque estão usando de má fé .

Thank you very much for your reply, mengobsb77. Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning, part of the earnings was with a bonus, and about my account they simply blocked it and did not send me an email without any explanation. Regarding communication they do not answer anything.

Bom dia uma parte dos ganhos foi com bônus , e sobre minha conta eles simplesmente bloquearam e nao me enviaram email nada sem explicação nenhuma . A respeito de comunicação eles nao respondem nada .

Thank you very much, mengobsb77, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mengobsb77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetBRX Casino for their help in resolving this complaint. We would like to know why was the player blocked and what we can do to help the player withdraw their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter