The player from Australia faced difficulties in withdrawing money from the casino, as they required her to wager three times her funds despite having no prior issues. Additionally, her email communications kept bouncing back. The issue was resolved after the player provided the necessary verification documents, leading to the successful receipt of her funds. The Complaints Team confirmed the resolution and offered continued support for any future issues.
Igračica iz Australije se suočila sa poteškoćama u povlačenju novca iz kazina, jer su od nje zahtevali da uloži tri puta više od svojih sredstava uprkos tome što nije imala prethodnih problema. Pored toga, njena komunikacija e-poštom se stalno vraćala. Problem je rešen nakon što je igračica dostavila neophodne dokumente za verifikaciju, što je dovelo do uspešnog prijema njenih sredstava. Tim za žalbe je potvrdio rešenje i ponudio kontinuiranu podršku za sva buduća pitanja.
Uprkos višestrukim pokušajima podizanja, oni mi govore da moram da uložim 3 puta svoj novac tamo. Nikada ranije nisam imao problema, ne daju mi da se povučem. Imejlovi se stalno vraćaju
Despite multiple attempts to withdraw they are telling me I have to wager 3x my money there in there. Never had a problem before now they won’t let me withdraw. Emails keep bouncing back
Dragi jednoroge,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo. Na osnovu vašeg opisa ovo izgleda kao standardni zahtev za vraćanje depozita. Sva regulisana kazina zahtevaju od igrača da oklade depozite sa pravim novcem. Ovo je jedno od standardnih AML (protiv pranja novca) pravila. Zahtevi za klađenje na depozit su obično 1-5 puta veći od vrednosti poslednjeg depozita, i to nije ništa nepravedno. Takođe sam proverio uslove i uslove i našao sam ovo:
10.8. Svaki depozit mora biti opkladen 3 puta (igrač mora da stavi opklade tri puta od iznosa svog depozita) pre nego što povlačenje sredstava vezanih za ovaj depozit bude dostupno. U slučaju da je napravljeno nekoliko depozita bez igranja, igrač mora da uloži ukupan iznos ovih depozita pre povlačenja. U suprotnom, Kazino ima pravo da naplati naknadu za proces depozita i povlačenja, što je isključivo na odluku Kazina.
Možete li, molim vas, pojasniti da li je kazino tražio da ispunite uslove za klađenje depozita? Koliko je bio vaš poslednji depozit?
Radujemo se Vašem odgovoru.
Srdačan pozdrav,
Kristina
Dear Unicorn,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Based on your description this seems like a standard deposit rollover requirement. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 1-5x the value of the last deposit, and it isn't anything unfair. I have also checked the T&Cs and I found this:
10.8. Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino.
Could you please clarify if the casino requested you fulfill the deposit wagering requirements? How much was your last deposit?
Looking forward to hearing from you.
Best regards,
Kristina
Dear Unicorn,
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.
Hvala, to je razumljivo. Međutim, nisu se čak ni javili nakon nekoliko pokušaja da se ovo ispravi. Ne mogu čak ni da pristupim svom nalogu da bih se kladio na novac. Zašto je to u redu da zadrže taj iznos i zaključaju me sa mog računa (što sam tražio od njih), a zatim zatražio da se ponovo otvori. Mislim da nije fer da drže tu sumu i da je ne reše. To se dešava od pre Božića i želim da se to što pre reši!
Hvala vam na pomoći!
Thank you, that’s understandable. However they have not even reached out after several more attempts to rectify this. I can’t even access my account to wager the money. Why is that ok for them to hold that amount and lock me out of my account (which I asked them to do) then asked for it to be re opened. I don’t think it’s fair for them to hold that amount and not resolve it. It’s been going on since before Xmas and I want it resolved asap!
Thank you for all your help!
Takođe nikada nisam imao problema sa povlačenjem od njih - deponovao sam više od 30 hiljada dolara i tražim nazad 10 hiljada dolara, koje oni imaju i ne žele da im pristupim, igram ili da mi se vrate. Svi moji mejlovi se vraćaju biološkom menadžeru, korisničkoj službi itd. onlajn ćaskanje stalno govori da će biti u kontaktu
I’ve also never had an issue withdrawing from them - I deposited well over $30k and am asking for $10k back, which they have and won’t me access it, play it, or get back to me. All my emails bounce back to the bio manager, customer service etc. online chat keep saying they will be in touch
Hvala vam puno na odgovoru, Unicorn. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, Unicorn. 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.
Hvala što ćete sada poslati e-poštu
Thank you will email now
Nažalost, još uvek nisam primio nijednu e-poštu sa vaše adrese e-pošte.
Unfortunately, I have not received any emails from your email address yet.
Poslao sam ti imejl Kristina
I’ve emailed you Kristina
Da li sam dobro razumeo da je vaš nalog zatvoren sa preostalim stanjem od 10.000 USD?
Do I understand correctly that your account has been closed with the remaining balance of $10,000?
Ima li ikakvih ažuriranja jer ovo prevazilazi šalu. Imaju moj novac, a ja ne mogu ni da se prijavim na svoj nalog - poslaću vam još prepiske, bezuspešno!
Is there any update as this is getting beyond a joke. They have my money and I cannot even login to my account - I will send you more correspondence, to no avail!
Možete li molim vas da nam kažete koje ste igre igrali – slotove, kazino uživo, sportsko klađenje itd.?
Could you please advise which games you played - slots, live casino, sports betting, etc.?
Igrao slotove/pokie - deponovao novac - a zatim otišao da podignem. Nije zaključano bonusima itd. Ozbiljno da li se ovo može rešiti što pre, inače ću morati da preduzmem dalje mere. Kako neko može zadržati 10 hiljada dolara i zaključati me.
Played the slots/pokies - deposited the money - then went to withdraw. It was not locked by bonuses etc. seriously can this be resolved asap otherwise I will need to take further action. How can someone hold $10k and lock me out.
Hvala puno, Jednoroge, na saradnji. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Unicorn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
zdravo tamo,
Hvala jednorogu što nam je pružio sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih zamolio 50 Crovns Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i zašto igrač ne može da pristupi svom nalogu.
Hvala vam!
Hello there,
Thank you Unicorn for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 50 Crowns Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and why is the player unable to access their account.
Thank you!
Hvala Petre, proslediću vam svu prepisku. Morao sam da napravim novu adresu e-pošte da bih čak kontaktirao VIP menadžera Džejmsa ili bilo koga sa 50 kruna zbog te činjenice. Na šta su odgovorili. Izgleda da su blokirali moju originalnu adresu e-pošte. Želim da istaknem da ovaj novac nije čak ni dobitak, već samo depozit. Zatvorili su me i odbijaju da vrate novac. Sada ću vam proslediti svu prepisku, u koju sam uključio Kristinu. Ovo je više nego frustrirajuće i već predugo traje.
Thanks Peter, I will forward you all correspondence. I had to create a new email address to even contact the VIP manager James or anyone at 50 crowns for that fact. Which they responded. So seems they blocked my original email address. I would like to point out that this money is not even winnings, simply a deposit. They have locked me out and are refusing to refund the money. I will forward all correspondence to you now, which I included Kristina in. This is beyond frustrating and has been going on for far too long now.
Dragi CasinoGuru,
Hvala vam što ste nas obavestili o ovoj žalbi.
Želimo da objasnimo situaciju sa naše strane: klijent je uplaćivao male depozite bankovnim transferom oko godinu dana i bez problema povlačio bankovnim transferom. Ali jednog dana, klijent je deponovao više od 10 000 AUD koristeći kriptovalutu, i zatvorio račun zbog zavisnosti od kockanja, a da uopšte nije kladio k3 opkladu na depozit. Nakon toga je htela da vrati svoja sredstva na bankovni račun.
Dakle, iz ovih razloga, imali smo dug i detaljan pregled ovog slučaja.
Takođe želimo da vas obavestimo da smo klijentu ponudili da vrati sredstva, ali u njen kripto novčanik.
Smatramo da je slučaj sa naše strane u potpunosti rešen.
Ako imate dodatnih pitanja, uvek ćemo rado pomoći
Srdačan pozdrav,
50Crovns Team
Dear CasinoGuru,
Thank you for informing us about this complaint.
We would like to explain the situation from our side: the client made small deposits via bank transfer for about a year and withdrew via bank transfer without any problems. But one day, the client deposited more than 10 000 AUD using cryptocurrency, and closed the account due to gambling addiction without wagering the x3 wager on the deposit at all. After that, she wanted to return her funds to the bank account.
So, for these reasons, we had a long and detailed review of this case.
We would also like to inform you that we offered the client to return the funds, but to her crypto wallet.
We believe that the case has been fully resolved from our side.
If you have any further questions, we are always happy to help
Best regards,
50Crowns Team
Zdravo, nikada mi nije nuđen novac da se vrati za moj kripto novčanik - više nego srećan što je novac prebačen na moju bitkoin adresu. Molimo vas da mi kažete kome da pošaljete tu adresu što pre. Hvala
Hello, I haven never once been offerered the money to be returned fo my crypto wallet - more than happy for the money to be transferred to my bitcoin address. Please advise who to send that address to asap. Thank you
Ovo nije rešeno - poslao sam sve svoje informacije u skladu sa Džejmsovom e-poštom i on je sada rekao da ne mogu da dobijem povraćaj novca i da moram da se kladim. Može li neko da vas posavetuje kako da postupite sa ovim problemom.
This has not been resolved - I have sent all my information as per James email and he has now said that I cannot get a refund and I have to wager it. Can someone please advise on how to proceed with this issue please.
Dragi CasinoGuru,
Dozvolite mi da detaljnije objasnim slučaj: zatražili smo kripto adresu klijenta za povraćaj sredstava, ali je ona to poslala koristeći e-poštu različitu od onog koji je koristila za registraciju. Pošto smo mi odgovorni za bezbednost naloga, tražili smo potvrdu podataka navedenih u nalogu, kao i selfi sa ličnim dokumentom i aktuelnim datumom, ali još nismo dobili sve potvrde od klijenta.
Pošto klijent komunicira sa druge e-pošte, čim se potvrde svi podaci, povraćaj će biti odmah obrađen.
Ako imate dodatnih pitanja, slobodno kontaktirajte
Srdačan pozdrav,
50 kruna kazino
Dear CasinoGuru,
Let me explain the case in more detail: we requested the client's crypto address for the refund, but she sent it using an email different from the one she used to sign up. Since we are responsible for the security of the account, we asked for confirmation of the data specified in the account, as well as a selfie with an identity document and the current date, but we have not yet received all the confirmations from the client.
Since the client is communicating from a different e-mail, as soon as all the data is confirmed, the refund will be processed immediately.
If you have any further questions, please feel free to contact
Best regards,
50 Crowns Casino
Hvala vam na objašnjenju 50 Crovns Casino predstavnik.
Dragi Unicorn , preporučio bih da sledite korake koje je postavio predstavnik kazina da biste ubrzali proces rešavanja vašeg problema. Unapred hvala na saradnji!
Thank you for the explanation 50 Crowns Casino representative.
Dear Unicorn, I would recommend following the steps laid out by the casino representative to speed up the resolution process for your issue. THank you in advance for your cooperation!
Zdravo Piter, pratio sam ovo, sve sam poslao (kopija ti je na svakoj e-poruci) onda ćeš znati i videti da sam uradio ispravnu proceduru. Tada mi je rečeno da se kladim u novac. Opet, kao u prethodnoj prepisci - morao sam da koristim novu e-poštu jer su blokirali moju originalnu e-poštu , , koja je, opet, sve ovo vreme korišćena za prepisku. Prezadovoljan sam time da sam u krivu i da ne radim pravu stvar, a u stvari, imam svaki dokaz e-pošte i snimak ekrana. Džejms se od tada izvinio i sada čekam da novac bude refundiran putem kriptovalute nakon što ga Džejms prosledi višem rukovodstvu u skladu sa e-poštom (koja vam je cc'd). Hvala
!
Hi Peter, I have followed this up, I sent everything through (you are cc’d on every email) you will then know and see that I did the correct procedure. I was then told to wager the money. Again, as per previous correspondence- I had to use a new email as they had blocked my original email from james@50crowns, vip@50crowns, support@50crowns which, again, has been used for correspondence this whole time. I am over being made out that I am in the wrong and not doing the right thing, when in fact, I have every email and screenshot of proof. James has since apologised and I am now waiting for the money to be refunded via crypto after James passes it on to upper management as per email (which you are cc’d) in. Thank you
!
Dragi jednoroge, hvala vam puno na ažuriranju. Ovu žalbu ćemo držati otvorenom dok ne potvrdite da je povraćaj primljen. Obaveštavajte me o daljem razvoju događaja.
Dear Unicorn, Thank you very much for the update. We will keep this complaint open until you confirm your refund was received. Please keep me informed about any further developments.
Dear Unicorn,
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.
I dalje imamo problema sa povraćajem sredstava. Neće prihvatiti moju ličnu sliku - sve zato što su blokirali moju registrovanu adresu e-pošte pa sam morao da napravim novu - Piter iz kazino gurua je cc'd u svim imejlovima
Still having issues with the refund. They won’t accept my id picture - all because they have blocked my registered email address so I had to create a new one - Peter from casino guru is cc’d in all emails
Hvala vam na ažuriranju Unicorn , hvala što ste me držali u CC niti razgovora sa kazinom. Kako se čini da bi problem sada mogao biti rešen, obavestite me o svim novim dešavanjima. Hvala unapred!
Thank you for the update Unicorn, thank you for keeping me in CC of the conversation thread with the casino. As it seems the issue now may be resolved please keep me updated about any new developments. Thank you in advance!
Zdravo Peter. Ne, nije rešeno. Prošlo je 3 meseca i još uvek dobijam iste odgovore. Uradio sam sve što su zahtevali više puta, kao što možete videti u mejlovima. Poslednji mejl koji sam primio Džejms je rekao da ga on prosleđuje dalje. Treba mi ovo da se reši u roku od 24 sata
Hi Peter. No it hasn’t been resolved. It’s now been 3 months and I’m still getting the same responses. I’ve done everything they required multiple times as you can see in the emails. Last email I received James said he was forwarding it on. I need this resolved within 24hrs please
Dragi CasinoGuru,
Hvala što ste nas obavestili,
Izvinjavamo se na čekanju, ali želimo da vas obavestimo da smo nakon što je klijent dostavio potrebna dokumenta za proveru i ispravan selfi, odmah poslali sredstva.
Verujemo da je situacija sada rešena, a ako imate još pitanja, rado ćemo odgovoriti na njih
Srdačan pozdrav,
50Crovns Kazino tim
Dear CasinoGuru,
Thanks for informing us,
We are sorry for the wait, but we would like to inform you that after the client provided the necessary documents for verification and a correct selfie, we immediately sent the funds.
We believe that the situation is now resolved, and if you have any further questions, we will be happy to answer them
Best regard,
50Crowns Casino Team
Hvala vam puno na ažuriranju predstavnika kazina 50 Crovns .
Dragi Jednoroge, ovu žalbu ćemo držati otvorenom dok ne potvrdite da je povlačenje uspešno. Obaveštavajte me o daljem razvoju događaja.
Thank you very much for the update 50 Crowns Casino representative.
Dear Unicorn, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Hvala Piteru, sredstva su primljena i slučaj se sada može zatvoriti. Hvala vam na pomoći u ovome.
Thanks Peter, the funds have been received and the case can now be closed. Thanks for your help in this.
Dragi jednoroge,
Oduševljeni smo što smo čuli da je vaš problem uspešno rešen, a žalbu ćemo označiti kao „rešenu" u našem sistemu. Hvala vam na saradnji i potvrdi tokom celog procesa. Drago nam je što je naša intervencija pomogla da se situacija reši, a mi smo uvek tu da vas podržimo ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom u budućnosti. Ne ustručavajte se da se obratite našem Centru za rešavanje žalbi – posvećeni smo pomoći igračima poput vas.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi od neprocenjive vrednosti. Vaše povratne informacije mogu takođe pomoći drugima koji razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Peter
Dear Unicorn,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
