FS Casino - O jogador ainda não recebeu os seus prémios.

Good morning,

I created the account in November 2023, played a few times and stopped playing until this month.

I won money, I asked for a withdrawal and they asked me for documents (until then everything was normal) but now they want the virtual card statement and that doesn't exist, I've already sent the account statement, I've already sent a photo of the virtual card and they haven't validated me.

The mediocre customer service can't explain it to me, they just give me wrong information, each one asks for a different document.

I'd like to resolve this situation.

Thank you.

Bom dia,

Eu criei a conta em novembro de 2023, joguei algumas vezes e deixei de jogar até este mês.

Ganhei dinheiro, pedi o levantamento e pedem-me documentos (até aí tudo normal) só que agora querem o extrato de cartão virtual e isso não existe, já enviei o extrato da conta, já enviei uma foto de cartão virtual e nada de me validarem.

O serviço cliente medíocre não me consegue explicar, só me dão informações erradas, cada um pede um documento diferente.

Queria resolver esta situação.

Obrigada.

Dear LilianaSoares,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good afternoon,

Yes, it's about validation.

I've already sent the documents but they're always rejected.

Can you check what's going on? The customer service doesn't help me.

Thank you.

Boa tarde,

Sim é em relação a validação.

Eu já enviei os documentos mas são sempre recusados.

Podem-me verificar o que se passa? O serviço cliente não me ajuda.

Obrigada.

Good afternoon,

Have you had any information about this complaint?

I've even sent proof that the bank can't issue a document because it's a virtual card but it has the information and proof that the card and account belong to me.

Thank you.

Boa tarde,

Já têm alguma informação desta reclamação?

Eu já enviei até uma prova que o banco não pode emitir um documento porque se trata de um cartão virtual mas tem as informações e a prova que o cartão e a conta me pertencem.

Obrigada.

Dear LilianaSoares,

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.

Good morning,

Yes, it's sorted.

Thank you.

Bom dia,

Sim, já está resolvido.

Obrigada.

Dear LilianaSoares,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru