Alfa Casino - 決済が遅延しているとのクレームがあります。

I made a deposit of 100 reais to try to double it, after succeeding I requested the withdrawal that says it will be in minutes via pix, only when I requested it there was no money in the account.

I contacted the chat, and was told that my request had failed, that I could wait 24 hours and make a new request, this is not what they promise before the deposit

Fiz uma depósito de 100 reais par tentar dobrar, após conseguir solicitei o saque que diz ser em minutos via pix, só que ao solicitar nada de dinheiro na conta.

Entrei em contato com o chat, e foi dito que minha solicitação tinha falhado, que eu poderia aguardar 24 horas e fazer uma nova solicitação, não é isso que prometem antes do depósito

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Dear Rodripim,

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 Rodripim,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Rodripim,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru