Boo Casino - プレイヤーの出金が遅れている。

I have had an account with this Casino for a long time and they are constantly sending me messages with offers and bonuses. Today, they sent me an offer for depositing 25 and earning 50 free spins on Luxor Gold with no rollover requirements. I played, I won, and now the customer service is saying that my winnings are virtual and I can't withdraw - how is this fair? Bonuses offered without betting requirements and added to the account as if it's actual money, and now they don't want to pay me.

Tenho conta neste Casino a muito tempo vivem me mandando mensagem de ofertas e bônus hoje me enviaram uma oferta deposite 25 e ganhe 50 giros grátis em Luxor Gold sem requisitos de de rolover joguei ganhei e agora o atendimento está dizendo que meus ganhos são virtuais e que eu não posso sacar como assim? Bônus ofertados sem requisitos de apostas e para entrar na conta como dinheiro e agora não querem me pagar

Dear HERNANE,

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 HERNANE,

Have you received your withdrawal from the casino yet?

Dear HERNANE,

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 resolved thank you

Sim foi resolvido obrigado

Dear HERNANE,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru