1) Kada ste prvobitno tražili povlačenje, da li je Betnuvo dao bilo kakvo jasno objašnjenje zašto je novac vraćen ili šta konkretno nije u redu sa dokumentima koje ste dostavili?
Odgovor: "Uvek su otkazivali i još uvek otkazuju isplate bez objašnjenja! U onlajn ćaskanju agenti mi stalno govore da nemaju informacija o ovome. Pa sam ih kontaktirao mejlom, ali mi ni tamo niko ne odgovara..."
2) Spomenuli ste da su od vas tražili da se kladite sa svojim trenutnim stanjem pre nego što dozvolite povlačenje. Možete li da pojasnite da li je ovaj zahtev pomenut u njihovim uslovima i odredbama? Da li su dali bilo kakvu referencu na ovo pravilo u to vreme?
Odgovor: Ne, to nije bilo u njihovim uslovima i odredbama, takođe kada sam tražio link ili pasus u kojem se ovo navodi, jednostavno sam ignorisan i ništa mi nije dato, samo mi je rečeno da „moram da se kladim", pretpostavljam da su očekivali da izgubio jer je kvota bila najmanje 2, ali sam imao sreće i pobedio.
3) Nakon što ste položili potrebnu opkladu i pobedili, da li ste primili bilo kakvu dalju komunikaciju od Betnuva u vezi sa vašim zahtevom za povlačenje?
Odgovor: ne, ista je stvar: u onlajn ćaskanju ne znaju zašto ne mogu da podignem sredstva i kažu mi da im napišem imejl i saznajte... Ali beskorisno je jer sam im poslao mnogo mejlova i još uvek nisam dobio odgovor...
4) Da li ste od kazina dobili neka posebna uputstva ili zahteve koji vam nisu bili jasno objašnjeni u bilo kom trenutku procesa?
Odgovor: Da, naravno. Na primer, kada sam im poslao dokumente na proveru adrese koji su ispunjavali uslove - jednostavno su mi odgovorili da ne prihvatamo ovaj dokument... Pitao sam zašto - nisu mi rekli... Tražili su i dokument na engleskom , poslao sam im - odgovorili su da nije prikladan... Bez objašnjenja razloga zašto nije prikladan.. Generalno, bilo je veoma teško dobiti verifikaciju od njih. Onda sam stavio opkladu na svoj bilans sa jednom opkladom na kvotu od najmanje 2.. Takođe su mi jednostavno rekli da moram ovo da uradim...
1)When you initially requested the withdrawal, did Betnuvo provide any clear explanation for why the money was returned or what specifically was wrong with the documents you submitted?
Answer: "They have always cancelled and are still canceling withdrawals without explanation! In the online chat, agents constantly tell me that they have no information about this. So I contacted them by email, but no one answers me there either..."
2)You mentioned that they asked you to make a bet with your current balance before allowing a withdrawal. Could you clarify if this request was mentioned in their terms and conditions? Did they provide any reference to this rule at the time?
Answer: No, it was not in their terms and conditions, also when I asked for a link or paragraph stating this, I was simply ignored and given nothing, just told that I "must place a bet", I assume they expected me to lose because the odds were at least 2, but I got lucky and won.
3)After you placed the required bet and won, did you receive any further communication from Betnuvo regarding your withdrawal request?
Answer: no, it's the same thing: in the online chat they don't know why I can't withdraw funds and they tell me to write them an email support@betnuvo.com and find out... But it's useless because I sent them many emails and still haven't received an answer...
4)Have you received any specific instructions or requirements from the casino that were not clearly explained to you at any point in the process?
Answer: Yes, of course. For example, when I sent them documents for address verification that met the requirements - they simply answered that we do not accept this document... I asked why - they did not tell me... They also asked me for a document in English, I sent it to them - they answered that it is not suitable... Without explaining the reasons why it is not suitable.. In general, it was very difficult to get verification from them. Then I placed a bet on my balance with one bet on odds of at least 2.. They also simply told me that I must do this...
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