Kazina sa iznad prosečnim indeksom sigurnosti obično imaju dobar ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. Igranje u kazinima sa iznad prosečnim indeksom sigurnosti uopšteno je sigurno.
Poslato:
22/01/2024
|
Slučaj je zatvoren : 10/02/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 9 meseci
Prevod
The player from the Philippines had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player had been having issues with the casino's verification process, specifically with the address mismatch on his ID and his account. Despite providing various documents, his withdrawal requests had been repeatedly rejected. He also reported restrictions on his betting capacity. We reached out to the player for more information, but he did not respond within the given timeframe. As a result, we had to reject the complaint due to lack of further information.
Igrač sa Filipina je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njegov dobitak još nije primljen. Igrač je imao problema sa procesom verifikacije kazina, posebno sa neusklađenošću adrese na njegovom ID-u i njegovom nalogu. Uprkos dostavljanju raznih dokumenata, njegovi zahtevi za povlačenje su više puta odbijani. Takođe je prijavio ograničenja svog kapaciteta za klađenje. Kontaktirali smo igrača za više informacija, ali on nije odgovorio u datom roku. Kao rezultat toga, morali smo da odbijemo žalbu zbog nedostatka dodatnih informacija.
Registrovan sam na ovom veb sajtu već godinu dana i koristim ga nekoliko nedelja ove 2024. U početku sam dobio uspešno povlačenje koji je zaista mali, ali kada sam počeo da dobijam sportske opklade koje su legalno dobijene i pokušao sam da povučem, one su nastavile da sam to odbio i nastavio da tražim dokumente, pa sam se povinovao.
Prvo: Adresa u profilu se ne poklapa sa adresom u ID-u, potrebno je objasniti
Radnja: Objasnio sam da živim u stanu ovde na Filipinima tako da nemam ličnu kartu koja je trenutno na mojoj adresi jer sam se upravo doselio
Drugo: dostavite dokaz o adresi
Radnja: Poslao sam izvod kreditne kartice i bankovni izvod i adresu na svoje ime i na svoju trenutnu adresu
Treće: Pošaljite zadnju stranu lične karte
Radnja: Već ste poslali zadnju stranu lične karte i čak poslali još jedan par (prednji i zadnji)
Četvrto: Prestao sam da odgovaram i više ne obrađujem moja povlačenja
I am registered on this website for a year now and been using it for a few weeks this 2024. I got a successful withdrawal at first which are really small but when I started winning sports bets which are legally won and I tried withdrawing, they keep on rejecting it and keep on asking for documents so I complied.
First: Address in profile doesn't match address in ID, need to explain
Action: I explained that I live in an apartment here in Philippines so I don't have an ID that is currently on my address as I just moved here
Second: Submit proof of address
Action: I submitted credit card statement and bank statement both address to my name and my current address
Third: Submit back side of the ID
Action: Already submitted the back side of the ID and even submitted another pair (front and back)
Fourth: Stopped responding and is not processing my withdrawals anymore
Hvala vam što se poslali svoj prigovor. Žao nam je što čujemo da imate problema sa isplatom i razumemo vašu brigu. Ipak, imajte na umu da je prilično normalno da se na isplate čeka nekoliko dana, pa čak i nedelja. Ovo znači da treba da prođe nekoliko dana da se novac pojavi na vašem računu. Ovo se može desiti zbog nezavršene KYC procedure ili zbog velikog broj zatraženih isplata. Zato mi savetujemo igračima da budu strpljivi, sarađuju sa kazinom i čekaju bar 14 dana pre nego što podnesu prigovor.
Ako vam je nalog kompletno verifikovan, istorija igara ispravna, vaša isplata odobrena od strane kazina, i još niste dobili svoje dobitke nakon 14 dana, mi možemo da intervenišemo i da probamo da vam pomognemo. Hvala unapred za vaše strpljenje i razumevanje.
Pozdrav, Centar za rešavanje prigovora
Dear nivrinaj,
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.
Zdravo, pišem da bih pružio dodatne informacije u vezi sa mojom žalbom na 20bet.
Tako da sam počeo da deponujem u 20bet prošlog 17. januara 2024. i dao sam neke opklade. Nakon toga sam pokušao da podignem novac i počeli su da me traže neka dokumenta. Evo dokumenata koje sam dostavio:
- GCash snimak ekrana sa vidljivim mojim imenom i brojem
- Uzmite snimak ekrana sa vidljivim mojim imenom i brojem
Svi su odobreni i prva dva povlačenja su obavljena sa malim vremenom čekanja (15.500,00 Php)
Nakon toga iu roku od 2 dana kladio sam se sa preostalim novcem koji imam i uspeo sam da dobijem neke opklade. Pokušao sam da povučem 33.965,93 PHP prošlog 20. januara 2024. i evo kada su problemi počeli da se nagomilavaju.
Nakon što su izvršili isplatu, odbili su je zbog NEPOSLAŽENjA ADRESA NA MOJOJ LIČNOJ LICIJI I MOOM NALOGU I TRAŽE ZADNjIU STRANU LIČNE STRANE.
Dao sam izvod kreditne kartice sa istom adresom kao i moj račun i objasnio da je razlog razlika u adresi taj što živim u stanu, stoga stalno menjam adresu i nemam ličnu kartu koja je adresa moje trenutne kuće .
Dokumente su odbili rekavši da su irelevantni iako su dokumenti došli iz banke.
Pokušao sam da ih kontaktiram preko podrške i oni insistiraju da dostavim kopiju poleđine lične karte koju sam im već dao prošle godine kada sam verifikovao svoj nalog KIC
Zbog frustracija, upravo sam otpremio još jedan bankovni izvod i set ličnih dokumenata zajedno sa poleđinom lične karte koju su tražili i dobio sam odobrenje, a podrška mi je rekla da postavim još jedan zahtev za povlačenje
Dokumenti na čekanju su takođe lične karte koje sam dao.
Posle nekoliko pokušaja, stalno odbijaju moje povlačenje govoreći da moram da predam dokumente iako su mi to već odobrili. Evo snimaka ekrana poslednjeg zahteva za povlačenje koji trenutno imam:
Kao što možete videti na snimcima ekrana, imam povlačenja na čekanju sa detaljima:
50000,00 PHP - GCASH
12525,93 PHP - GCASH
UKUPNO: 62.525,93 PHP U ČEKANjU NA POVLAČENjE
GCash je e-novčanik ovde na Filipinima i nemam problema da ga primim od bilo koga, tako da neće biti problema kada mi plate.
Neka od odbijenih povlačenja inicirao sam iz sledećih razloga:
- Pokušao sam da promenim način povlačenja plaćanja na drugi e-novčanik ili čak kriptovalutu
Čak sam pokušao da se kladim na kladionicu i oni ograničavaju moj kapacitet klađenja na manje od 500 pezosa, što je manje od 10 dolara, tako da me ograničavaju kada ne radim ništa loše.
Hello, I am writing to provide additional information regarding my complaint against 20bet.
So I started to deposit in 20bet last January 17, 2024 and placed some bets. After that I tried withdrawing money and they started to ask me for some documents. Here are the documents that I provided:
- GCash Screenshot with my name and number visible
- Grab Screenshot with my name and number visible
All were approved and the first two withdrawal pushed through with a minor waiting time (Php 15,500.00)
After that and within 2 days, I bet with the remaining money that I have and managed to win some bets. I tried withdrawing 33,965.93 PHP last January 20, 2024 and here is when the problems started to stack up.
After placing a withdrawal, they rejected it because of ADDRESS MISMATCH ON MY ID AND MY ACCOUNT AND THEY ARE ASKING FOR THE BACK SIDE OF MY ID.
I provided a credit card statement with the same address as my account and explained that the reason the address differs is because I am living in an apartment, hence I am constantly changing address and don't have an ID that is address to my current house.
They declined the documents saying that those are irrelevant even though the documents came from the bank.
I tried contacting them via support and they insist that I provide a copy of the back side of my ID which I already gave them last year when I verified my account KYC
Due to frustrations, I just uploaded another bank statement and set of ID's along with the backside of ID that they were asking and got approved and the support told me to place another withdrawal request
The pending documents are also IDs that I provided.
After several tries, they keep on rejecting my withdrawal saying that I need to submit documents even though they approved it already. Here are the screenshots of the latest withdrawal request that I currently have:
As you can see on the screenshots, I have pending withdrawals with the details of:
50000.00 PHP - GCASH
12525.93 PHP - GCASH
TOTAL: 62,525.93 PHP PENDING WITHDRAWAL
GCash is an eWallet here in the Philippines and I don't have a problem receiving it from anyone so there won't be any issue once they pay me.
Some of the declined withdrawals are initiated by me for the following reasons:
- Tried changing payment withdrawal method to other eWallet or even cryptocurrency
I even tried betting the amount on a sportsbook and they limit my betting capacity to less than 500 pesos which is less than $10 so they are restricting me when I'm not doing anything wrong.
Hvala na odgovoru, nivrinaj. Da li sam dobro razumeo da je verifikacija vaše kućne adrese jedina prepreka koja stoji između vas i uspešne verifikacije?
Ako postoji neka druga relevantna komunikacija između vas i kazina, molimo vas da je prosledite na kristina.s@casino.guru . Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, nivrinaj. Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear nivrinaj,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
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