Koristimo ocenu Sveži Kazino za prepoznavanje novih kockarnica za koje je još prerano videti kako se odnose prema svojim igračima. Ovu ocenu dajemo kazinima koja su relativno nova na tržištu, imaju niske prihode i nema mnogo pritužbi igrača.
Poslato:
22/06/2024
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Rešeno : 11/07/2024
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The player from Ireland had deposited 1,000 EUR via USDT and after some gameplay, attempted to withdraw 1,000 EUR in USDT. Despite waiting for the withdrawal for over 18 days, it remained unprocessed and the player questioned the casino's legitimacy. Previous documentation for KYC had been provided, and multiple withdrawal requests totaling around 2,538 EUR were still pending. The issue was resolved by receiving all pending withdrawals in installments, with the last payment confirmed by the player. The complaint was marked as resolved.
Igrač iz Irske je deponovao 1,000 EUR preko USDT-a i nakon određenog igranja, pokušao je da podigne 1,000 EUR u USDT. Uprkos čekanju na povlačenje više od 18 dana, ono je ostalo neobrađeno i igrač je doveo u pitanje legitimnost kazina. Dostavljena je prethodna dokumentacija za KIC, a višestruki zahtevi za povlačenje u ukupnom iznosu od oko 2.538 EUR su još uvek na čekanju. Problem je rešen primanjem svih isplata na čekanju u ratama, uz poslednju uplatu koju je potvrdio igrač. Žalba je označena kao rešena.
Deponovao sam 1000 EUR od strane USDT-a u ovaj kazino, igrao sam neko vreme, a zatim sam zatražio prvo povlačenje za 1000 EUR u USDT-u jer maksimalno možete da povučete. Mislim da je transakcija bila na čekanju oko 11 dana, ali pošto sam izgubio balans, otkazao sam je da bih igrao dalje. Dobio sam i ponovo tražio delimično povlačenje za 1000 EUR u USDT 4. juna, igrao sam dalje i ponovo sam odlučio da podignem 1000 EUR 16. juna i imam 538 EUR na računu koje bih želeo da podignem, ali sada imam osećaj da ovaj kazino ne isplaćuje nijedan dobitak i da je to samo prevara. Čekao sam 11 dana da obradim svoje prvo povlačenje što se nije dogodilo, sada čekam već 18 dana na prvo povlačenje i 6 dana na drugo i ne izgleda obećavajuće jer podrška za ćaskanje uživo obećava da će biti obrađena, ali oni ne nemaju nikakav vremenski okvir, njihovi ToS su proglasili vremenski okvir „3 do 4 radna dana" što ne izgleda stvarno.
Dokumentacija za KIC je poslata odmah nakon registracije.
ps. Ograničenja povlačenja u pregledu kazina od strane kazino gurua izgledaju veoma neprikladno, sugerisano mi je da nemaju ograničenja, ali imaju najniže granice povlačenja koje sam ikada video
Hello,
I deposited 1000EUR by USDT to this casino, played a while, then requested 1st time withdrawal for 1000EUR in USDT as it max you can withdraw. Transaction was pending for about a 11 days I think but due I lost some balance I canceled it to play further. I was winnings and requested again partial withdraw for 1000EUR in USDT on 4th June, I was playing further and again decided to withdraw 1000EUR on 16 June and I have 538EUR left in my balance that I would like to withdraw too however now I'm have feeling that this casino does not pay out any winnings and it is just scam. I waited 11 days to get my 1st withdrawal processed which did not happened, now I'm waiting already 18 days for 1st withdrawal and 6 days for 2nd and it does not seems promising as live chat support keep promising it will be processed but they don't have any timeframe, their ToS have declared timeframe "3 to 4 working days" which does not look real.
Documentation for KYC was sent just after registration.
ps. Withdrawal limits in casino review by casino guru seems very inappropriate, I was suggested they don't have limits however they have the lowest limits of withdrawals I've ever seen
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za probleme koje imate sa svojim isplatama u Betlive kazinu.
Da biste bolje razumeli vašu situaciju i efikasnije vam pomogli, možete li nam dati sledeće dodatne detalje?
Da li ste dobili bilo kakvu informaciju od kazina u vezi sa statusom vaših isplata?
Možete li da date snimak ekrana ili kopiju komunikacije tima za podršku kazina, posebno kada razgovaraju o vremenskom okviru za obradu povlačenja?
Da li ste ranije imali slične probleme sa ovim kazinom ili je ovo prvi put?
Da li je kazino naveo razlog za kašnjenje ili bilo kakva ažuriranja nakon što ste kontaktirali njihov tim za podršku?
Pored toga, prosledite bilo koju relevantnu komunikaciju ili dokumentaciju u vezi sa ovim problemom petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear andrepop1,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawals at Betlive Casino.
To better understand your situation and assist you more effectively, could you please provide us with the following additional details?
Have you received any communication from the casino regarding the status of your withdrawals?
Could you provide a screenshot or copy of the communication from the casino’s support team, particularly where they discuss the timeframe for processing withdrawals?
Have you experienced any similar issues with this casino before, or is this the first time?
Did the casino provide any reason for the delay, or any updates after you contacted their support team?
Additionally, please forward any relevant communication or documentation regarding this issue to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Poslednji put kada sam razgovarao sa njima tokom vikenda rekli su mi da će to biti obrađeno u ponedeljak i da treba da ih kontaktiram danas, danas je utorak i još uvek nisam dobio transfer.
Razgovarao sam sa njima danas i rečeno mi je da se obrađuje, ako ne dobijem novac do petka, treba da ih kontaktiram ponovo.
Da li ste ranije imali slične probleme sa ovim kazinom ili je ovo prvi put?
-Ne, ovo je moj prvi put da koristim ovu uslugu i uprkos prethodno pomenutom povlačenju, ovo mi je prvo.
Da li je kazino naveo razlog za kašnjenje ili bilo kakva ažuriranja nakon što ste kontaktirali njihov tim za podršku?
-Ranije su se opravdali da imaju mnogo zahteva za povlačenje i zbog velikog saobraćaja kasni.
Nažalost, nemam takve dokaze komunikacije jer je većina urađena preko livechata koji ne čuva istoriju.
Last time I spoke with them in weekend they told me that it will be processed on Monday and I should contact them this day, Today is Tuesday and I still not received transfer.
I spoke with them today and I was told it is processing, if I did not receive my money till Friday I should contact them again.
Have you experienced any similar issues with this casino before, or is this the first time?
-No this is my first time using this service and despite previously mentioned withdrawal it's my first.
Did the casino provide any reason for the delay, or any updates after you contacted their support team?
-Before they excused that they have many withdrawal request and due high traffic is delayed.
Unfortunately I don't have such communication proofs as most was done over livechat that does not store history.
Kao što je pomenuto ranije, prvo povlačenje bi trebalo da bude obrađeno do petka "danas", međutim još uvek nisam dobio nikakav transfer, kontaktirao sam podršku uživo i izgleda da ih nije mnogo briga jer su samo ponovo odgovorili praznim obećanjem "što je pre moguće"
Čekam više od 3 nedelje od prvog zahteva.
Hi,
As mentioned before 1st withdrawal should be processed till Friday "today" however I still did not receive any transfer, I contacted live support now and seems like they don't care much as they just again reply with empty promise "soon as possible"
I'm waiting over 3 weeks since 1st request already.
Hvala vam puno, andrepop1, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@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, andrepop1, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Danas sam primio prvo i poslednje isplate 1000EUR od 4. juna i 568EUR od 25. juna, međutim ono srednje od 1000EUR od 16. juna je još uvek na čekanju, pomalo je čudno što su obradili tim redosledom, ali sam srećan što sam konačno dobio svoj novac. Čekam ostatak.
Hello,
Today I received first and last withdrawals 1000EUR from 4th June and 568EUR from 25th June however the middle one of 1000EUR from 16th June is still Pending, It's kinda weird that they processed in that order but I'm happy that finally I received my money. I'm waiting for the rest.
Hvala za ažuriranje. Drago mi je što ste dobili deo svog novca. Još uvek čekam da mi se kazino javi. Obavestite me kada budete imali nove informacije.
Dear andrepop1,
thanks for the update. I am glad you received part of your money. I am still waiting for casino to get back to me. Please let me know once you have any new information.
Dobio sam poruku od predstavnika kazina. Vaša povlačenja će biti isplaćena u ratama. Poslednju uplatu trebalo bi da primite najkasnije sledeće nedelje. Obaveštavajte nas da li uplate stižu.
Dear andrepop1,
I received a message from the casino representative. Your withdrawals will be paid in instalments. You should receive the last payment next week at the latest. Please keep us informed whether the payments are arriving.
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 andrepop1,
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 vam, andrepop1, što ste potvrdili i što ste koristili centar za rešavanje žalbi Casino Guru. Veoma mi je drago što ste dobili svoja sredstva. Pošto je problem uspešno rešen, sada ćemo vašu žalbu označiti kao „rešenu" u našem sistemu.
Ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da 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,
Katarina
Thank you, andrepop1, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,
Katarina
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