bCasino - 賞金の出金が遅延しています。

I've sent all the documents to the site for withdrawal, but they keep asking for more documents and my money isn't showing up in my account.

Mandei todos os documentos para o site para retirada , e continuam pedindo documentos e meu dinheiro nada na conta

Dear Carolgg66,

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

Dear Carolgg66,

Have you received your withdrawal from the casino yet?

No

Não

Thank you for your reply, Carolgg66. Have you made any successful withdrawals before? Did you manage to verify your account in the meantime?

Have you accumulated your winnings with or without an active bonus?

Dear Carolgg66,

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.

No, it is not

Não é nao

I apologize, but I don't understand your last message. Could you please elaborate? Are you no longer interested in proceeding with this complaint?

Dear Carolgg66,

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.