Kazina sa vrlo niskim indeksom sigurnosti obično imaju mnogo relevantnih pritužbi od igrača ili drugih relevantnih problema. Uopšteno, ne preporučujemo igranje u kazinima sa vrlo niskim indeksom sigurnosti.
Poslato:
19/07/2024
|
Rešeno : 14/08/2024
Rešeno
Naša presuda
Predmet je zatvoren
REŠENO
Rezime slučaja
pre 3 nedelja
Prevod
The player from Australia had requested a withdrawal of $2000 after meeting the wagering requirements. She faced restrictions that limited withdrawals to $500 per week, but after her first withdrawal request disappeared, she received an unexplained $75 deposit. The player had been unable to get a response from the casino. The issue was resolved after the casino confirmed that the remaining payments were processed according to their terms and conditions, which led to the player receiving her final two payments. The complaint was marked as resolved.
Igrač iz Australije je zatražio povlačenje 2000 dolara nakon što je ispunio uslove za klađenje. Suočila se sa ograničenjima koja su ograničavala povlačenje na 500 dolara nedeljno, ali nakon što je njen prvi zahtev za povlačenje nestao, dobila je neobjašnjivi depozit od 75 dolara. Igrač nije uspeo da dobije odgovor iz kazina. Problem je rešen nakon što je kazino potvrdio da su preostale uplate obrađene u skladu sa njihovim uslovima i odredbama, što je dovelo do toga da igračica primi poslednje dve uplate. Žalba je označena kao rešena.
Deponovao sam 200 dolara sa bonusom, mislim…. Rečeno mi je da moram da opkladim 10000 USD (što sam i uradio) … a onda su mi rekli da mogu dobiti samo 10 puta veći iznos svog depozita = 2000 USD … mogu samo povući 500 USD nedeljno … tako da je 500 USD k 4 na čekanju … prvi zahtev za povlačenje je nestao, ali Dobio sam depozit od 75 USD na svoj račun (nisam siguran da li je ovo iz kazina) … pokušao sam da dođem do kazina putem ćaskanja i putem e-pošte, ali niko ne odgovara… verujem da sam zadovoljio sve uslove i uslove … želeo bih da dobijem svoje Dobitak od 2000 dolara
I deposited $200 with a bonus i think …. got told I had to wager $10000 (which I did) … and then got told I could only get 10 times my deposit amount = $2000 … could only withdrawals $500 per week … so had $500 x 4 pending … the first withdrawal request has disappeared but I got a $75 deposit in my account (not sure if this is from the casino) … have tried to reach out to casino via chat and via email but no one is responding … I believe I satisfied all T&Cs … I would like to receive my $2000 winnings
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaše negativno iskustvo. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Da li ste primili neko obaveštenje ili imejl nakon što je vaš prvi zahtev za povlačenje bio otkazan? Da li ste dobili neko objašnjenje zašto je kazino otkazao uplatu? Da li je traženi iznos bio 500 USD, ali ste dobili samo 75 USD nazad na svoj kazino račun?
Da li su ostala tri zahteva za povlačenje još uvek na čekanju na vašem nalogu? Molimo vas da mi pošaljete snimke ekrana vaše istorije transakcija.
Kada je poslednji put kazino korisnička podrška komunicirala sa vama?
Da li ste prošli punu KIC verifikaciju?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear gladyswillis68,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you received any notification or email after your first withdrawal request was canceled? Have you received any explanation as to why the casino canceled the payment? Was the requested amount $500 but you received only $75 back to your casino account?
Are the other three withdrawal requests still pending in your account? Please send me the screenshots of your transaction history.
When was the last time the casino customer support communicated with you?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Nisam dobio nikakvo obaveštenje o prvim povlačenjima od 100 i 400 dolara. Nisam primio 500 dolara, ali sam umesto toga imao depozit od 75 dolara u svojoj banci. Ostala 3 k 500 dolara su još na čekanju
Poslednji put kada je kazino komunicirao sa mnom putem e-pošte 16. jula navodeći „Zdravo, Gladis,
Nadam se da će vam ovo biti dobro.
Kao opšte pravilo i u skladu sa našim Uslovima i odredbama, povlačenje može potrajati najkasnije do 18 radnih dana, od dana kada je račun u potpunosti verifikovan relevantnim dokumentima.
Vremenski okviri za povlačenje su određeni aktivnostima računa, ukupnim brojem depozita i stažom.
Nadamo se da ćemo vas uskoro ponovo videti na mreži",
Prošao sam proces verifikacije.
I received no notification regarding the first withdrawals of $100 and $400. I didn’t receive the $500 but had a deposit of $75 in my bank instead. The other 3 x $500 are still pending
The last time the casino communicated with me was via email on 16 July stating "Hello gladys,
I hope this finds you well.
As a general rule and according to our T&C's, withdrawals can take up to 18 business days at the latest, from the day the account has been fully verified with the relevant documents.
Withdrawal timeframes are determined by account activity, the total number of deposits, and seniority.
Hvala vam puno, gladisvillis68, što ste dali sve potrebne informacije. Sada ću vašu žalbu preneti koleginici Nataliji ( natalia.b@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, gladyswillis68, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Upravo sam pregledao vaš slučaj i žao mi je što čujem za vaše probleme sa povlačenjem. Pokušaću da vam pomognem tako što ću kontaktirati kazino. Videćemo šta može da se uradi kada nam odgovore.
Poštovani Avantgarde kazino, želeo bih da vas pozovem da se pridružite ovom razgovoru i učestvujete u rešavanju žalbe igrača. Da li biste mogli da podelite više informacija u vezi sa slučajem? Da li biste, molim vas, naveli šta se desilo sa prvim zahtevom igrača za povlačenje od 500 dolara? Ako je otkazan, zašto je samo 75 dolara vraćeno na saldo igrača?
Radujem se unapred tvom javljanju. U slučaju bilo kakvog potkrepljujućeg dokaza, slobodno ga pošaljite na moju e-poštu natalia.b@casino.guru .
Srdačan pozdrav,
Natalija
Hi gladyswillis68,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Avantgarde Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify what happened to the first of the player's withdrawal requests of $500? If it was canceled why only $75 was returned to the player's balance?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Zdravo gladisvillis68, da li još uvek imate aktivan bonus? Ako je tako, moguće je da su neke igre ograničene za igranje sa bonusima, tako da vam kazino softver ne dozvoljava da ih otvorite. Ili možda postoje određene igre koje su onemogućene za vaš okrug.
Što se tiče ograničenja klađenja – da li ste tražili da primenite neka ograničenja odgovornog kockanja za svoj nalog? Ograničenja klađenja mogu biti deo politike odgovornog kockanja.
U svakom slučaju, još uvek čekamo odgovor kazina. Nadam se da ćemo se uskoro čuti od njih i saznati više informacija o vašem problemu.
Hi gladyswillis68, do you still have an active bonus? If so, there may be some games restricted to be played with bonuses, so the casino software doesn't allow you to open them. Or there may be certain games that are disabled for your county.
As for the wagering limits - have you asked to apply any responsible gambling limitations for your account? Wagering limits can be a part of responsible gambling policy.
Anyway, we are still waiting for the casino to reply. I hope we'll hear from them soon and find out more information about your issue.
Gledajući slučaj, sve izgleda u skladu sa našim Uputstvima i pravilima. Klijent je, pre verifikacije naloga sa svim potrebnim, mogao da postavi zahteve za povlačenje od 500. Prvi zahtev od 500 je obrađen i poslat pre 2 nedelje (100 nakon odbitka bonusa od 400) a ostatak koji je u obradi će zadržati se obrađuje i šalje kupcu u skladu sa našim Uslovima i odredbama.
Hvala vam na razumevanju i strpljenju,
Avantgarde Support
Hello everyone,
Looking at the case, everything seems according to our T&Cs. The customer, before verifying the account with all the required, was able to place withdrawal requests of 500. The first request of 500 was processed and sent 2 weeks ago (100 after bonus deduction of 400) and the rest that is in processing will keep being processed and sent to the customer according to our T&Cs.
Dakle, da li to znači da imam pravo na puna plaćanja od 500 USD k 3 (preostala povlačenja)? … nisam shvatio da moram da vratim bonus… Mislio sam da je to deo opklade?
So does this mean I am entitled to the full payments of $500 x 3 (remaining withdrawals)? … didn’t realise I had a bonus to repay … I thought that was part of the wager?
5.4. Sva povlačenja (vire, Neteller, Direct-to-Card itd.) podležu naknadi za transfer od 10-40 $,€,£. Naknade se zasnivaju na lokaciji i utvrđuje ih naš procesor plaćanja i odgovornost je da ih apsorbuje pojedinačni igrač.
Verovatno je 25 dolara oduzetih od vašeg povlačenja bila naknada za transfer.
Poštovani Avantgarde kazino, možete li navesti koja je naknada primenjena? Što se tiče preostalih povlačenja, da li možete da podelite vremenske okvire i iznose za obradu?
I've just checked the casino's Terms and have found this:
5.4. All withdrawals (Wire, Netteller, Direct-to-Card etc) are subject to a 10-40 $,€,£ transfer fee. Fees are based on location and are determined by our payment processor and are the responsibility of the individual player to absorb.
Probably, the $25 deducted from your withdrawal was the transfer fee.
Dear Avantgarde Casino, can you please specify what fee was applied? As for the remaining withdrawals, can you please share the timeframes and the amounts to be processed?
Možete li, molim vas, zamoliti kazino da plati mojih 500 k 3, jer su svi sada prešli 18 radnih dana od trenutka kada su podneseni zahtev... postali su frustrirani čitavom ovom situacijom... Ne vidim nikakav logičan razlog zašto ovaj proces traje tako dugo
Hi Natalie
Can you please ask the casino to pay my $500 x 3 because they have all now gone beyond the 18 business days from time of request … getting frustrated with this whole situation… I don’t see no logical reason as to why this process is taking so long
Želeli bismo da vas podsetimo da Casino Guru platforma nije zamena za našu kutiju za podršku i uvek smo vam na raspolaganju za sva pitanja koja imate.
Sve je urađeno u skladu sa našim Uslovima i uslovima, koje ste dobrodošli da prođete, a mi smo i dalje dostupni u našoj kutiji za podršku radi bolje komunikacije.
Hvala vam na saradnji.
Avantgarde Support
Dear Gladys,
We would like to remind you that the Casino Guru platform is not a replacement for our support box, and we are always available for you there for any questions you may have.
Everything is done according to our T&Cs, which you are welcome to go through, and we keep being available in our support box for better communication.
Nakon uspešnog rešavanja problema, žalbu ćemo označiti kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu, gladisvillis68, i ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da kontaktirate naš Centar za rešavanje žalbi. Naš cilj je da vam pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https ://vvv.trustpilot.com/evaluate/casino.guru. Iskreno razmatranje i sve sugestije koje ćete možda imati za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi veoma cenjeni. Vaše povratne informacije mogu biti od pomoći drugima koji razmišljaju da nas kontaktiraju u vezi bilo kakvih problema vezanih za onlajn kazino.
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Natalia
Casino.Guru
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, gladyswillis68, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
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