Bao Casino - Возврат денег игроку задержан.

Good morning, I made a deposit of R$ 100 at the casino, I could not play, I contacted them, they informed that the casino does not accept my currency and that they would return the amount. It's been 2 weeks and they didn't return it, if they don't accept my currency, why did they accept it for the deposit? I want my value back. I contact them and no one gives me a solution.

Bom dia , fiz um depósito de R$ 100 no casino , não consegui jogar , entrei em contato com eles , informaram que o casino não aceitam a minha moeda e que iriam devolver o valor . Já tem 2 semanas e não fizeram a devolução, s não aceitam a minha moeda , pq aceitaram para o depósito? Quero meu valor de volta. Entro em contato com eles e ninguém me dá uma solução.

Dear nyquemarques,

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. Could you please advise if your account has been successfully verified in the past? Were those funds ever credited to your casino account?

If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

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

My account has already been verified. They still haven't refunded my money. I sent the deposit slip to the email provided.

Minha conta já foi verificada sim . Ainda não devolveram meu dinheiro . Mandei o comprovante de depósito para o e-mail informado.

Thank you, nyquemarques, for your reply. Could you please advise if the funds were ever credited to your casino account, or declined straightaway?

It was credited to the casino account. The value is still there, I can't play or withdraw. Because they don't accept my currency. But for deposit they accepted.

Foi creditado na conta do casino . O valor continua lá, não consigo jogar e nem sacar. Porque não aceitam a minha moeda . Mas para depósito aceitaram .

Thank you very much, nyquemarques, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.  

Hello nyquemarques,

I looked at your complaint and will do my best to help you. I would like to invite Bao Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Bao 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.