Pedalada10 Casino - 賞金の出金が遅延しています。

Since the 06th, waiting for the withdrawal and they only say that it should have already fallen and that there is some delay by the payment provider, the status on their website is as approved.

Desde o dia 06 esperando o saque e ele só dizem q já era pra ter caído e q é algum atraso do provedor de pagamentos, o status no site deles tá como aprovado.

Dear tomsk8pro1,

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

Everything is correct with my account, I already did the kyc a while ago, they said everything is fine, they asked me to send a statement of my account from the period when my withdrawal was supposed to fall, I already sent it to the email I was told It's been two days and they haven't replied to my email yet.

Está tudo correto com minha conta, já fiz o kyc faz tempo, eles disseram q está tudo certo, pediram pra eu enviar um extrato da minha conta do período q era pra ter caído o meu saque, já enviei no e-mail q me disseram faz dois dias e não me responderam no email ainda.

Dear tomsk8pro1,

Have you received your withdrawal from the casino yet?

Not yet

Ainda não

Thank you for your reply, tomsk8pro1. Have you made any successful withdrawals before? Which payment method to withdraw your winnings have you opted for?

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.

Yes, I will send

Sim vou enviar

I’m very sorry but not only you haven’t answered any of my previous questions, but I also haven't received any emails from you. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

There was no successful withdrawal, the withdrawal method I did was bank transfer.

Não teve saque bem sucedido, o método de saque q fiz foi transferência bancária.

Thank you very much, tomsk8pro1, for your cooperation. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear tomsk8pro1,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Pedalada10 Casino to join the conversation and participate in the investigation of the case.

Dear tomsk8pro1,

We understand your frustration and apologize for any inconvenience caused by the delay.

Having checked with our relevant department we have been informed that your payout was successfully processed and it should be on your bank account.

Best regards

Customer Experience Team

Dear tomsk8pro1,

can you please confirm if you received your winnings?

Dear tomsk8pro1,

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.