The player from Hungary had requested a withdrawal two weeks prior after fulfilling bonus requirements, but encountered multiple issues. Despite assurances from customer support regarding the resolution of a technical problem, the money had not arrived, and her withdrawal had been canceled without explanation. She felt she had been scammed due to the delays and lack of communication. After two additional weeks, her sixth withdrawal attempt was successful. The issue was then marked as resolved by the Complaints Team.
Igrač iz Mađarske je dve nedelje ranije zatražio povlačenje nakon što je ispunio uslove za bonus, ali je naišao na više problema. Uprkos uveravanjima korisničke podrške u vezi sa rešavanjem tehničkog problema, novac nije stigao, a njeno povlačenje je otkazano bez objašnjenja. Osećala je da je prevarena zbog kašnjenja i nedostatka komunikacije. Posle dve dodatne nedelje, njen šesti pokušaj povlačenja bio je uspešan. Problem je tada označen kao rešen od strane tima za žalbe.
Pre dve nedelje, položio sam 6,000 HUF na svoj kazino račun i aktivirao bonus. Ispunio sam sve uslove za bonus i nastavio da igram sve dok nisam sakupio 59,150 HUF (147 EUR), što je očigledno bilo u mom saldu "pravog novca". Sledećeg dana sam pokrenuo povlačenje. Sve detalje sam uneo tačno i nije trebalo da bude prepreka. Prema politici, moje povlačenje je trebalo da stigne u roku od 24 sata.
Međutim, do sledećeg dana novac nije stigao. Kontaktirao sam korisničku podršku, koja mi je rekla da postoji neki tehnički problem, da će kolega specijalista preuzeti moj slučaj i da su obavestili finansijski tim. Uveravali su me da će novac biti na mom računu u roku od najviše pet radnih dana.
Posle nedelju i po čekanja, sistem je označio transakciju kao uspešnu, ali je novac vraćen na moj saldo kazina.
Nakon što sam dokazao da novac nikada nije stigao na moj račun, predstavnik kazina me je zamolio da ponovo pokrenem proces podizanja, uveravajući me da je sada sve u redu i da će novac stići u roku od 24 sata.
Sledećeg dana, nakon što je prošlo 24 sata, transakcija nije ni stigla do faze verifikacije. Ponovo sam kontaktirao korisničku podršku, a oni su još jednom moj slučaj prosledili stručnjaku koji će ga, prema njihovim rečima, rešiti u roku od sat vremena. Tražili su još jedan sat strpljenja.
Nakon 30 minuta, primio sam e-poštu u kojoj je navedeno da je moje povlačenje otkazano. Ponovo sam kontaktirao korisničku podršku i oni su me još jednom zamolili da još jednom pokrenem proces povlačenja. Nisu mogli da objasne u čemu je problem niti koliko će vremena biti potrebno da se on reši.
Dve nedelje čekam svoj novac, ali ništa se ne dešava. Osećam se kao da sam prevaren.
Two weeks ago, I deposited 6,000 HUF into my casino account and activated a bonus. I fulfilled all the bonus requirements and kept playing until I accumulated 59,150 HUF (147 EUR), which was clearly in my "real money" balance. The next day, I initiated a withdrawal. I entered all the details correctly, and there should have been no obstacles. According to the policy, my withdrawal was supposed to arrive within 24 hours.
However, by the next day, the money had not arrived. I contacted customer support, who told me that there was some technical issue, that a specialist colleague would take over my case, and that they had informed the finance team. They assured me that the money would be in my account within a maximum of five business days.
After waiting for a week and a half, the system marked the transaction as successful, but the money was returned to my casino balance.
After proving that the money never arrived in my account, a casino representative asked me to restart the withdrawal process, assuring me that everything was now fine and that the money would arrive within 24 hours.
The next day, after 24 hours had passed, the transaction had not even reached the verification stage. I contacted customer support again, and they once more forwarded my case to a specialist who, according to them, would resolve it within an hour. They asked for one more hour of patience.
After 30 minutes, I received an email stating that my withdrawal had been canceled. I contacted customer support again, and they once again asked me to initiate the withdrawal process yet again. They could not explain what the issue was or how long it would take to resolve it.
I have been waiting for my money for two weeks, but nothing is happening. I feel like I have been scammed.
dragi umniče,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za problem koji imate. Da biste bolje razumeli vašu situaciju i pružili vam potrebnu pomoć, odgovorite na sledeća pitanja:
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear mindegy,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and provide you with the assistance you need, could you please answer the following questions:
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Draga Veronika,
Da li ste prošli punu KIC verifikaciju?
Da, završio sam sve procese verifikacije, a čak su tražili i moj bankovni izvod.
Da li ste pokušali da izaberete drugi način plaćanja za obradu vaših zahteva za povlačenje?
Ne, korisnička podrška mi je izričito zabranila da biram drugi način povlačenja. Kako kažu, pošto sam uplatio bankovnu karticu, svoj dobitak mogu da podignem samo putem bankovnog transfera.
Da li sam tačno shvatio da trenutno na vašem profilu postoji jedan zahtev za povlačenje na čekanju?
Da. Ono što vidite na slici su tri transakcije, koje predstavljaju moja poslednja tri pokušaja.
Za prvi pokušaj, morao sam da čekam nedelju i po dok je transakcija ostala u statusu „na čekanju". Onda se odjednom promenilo u „uspešno", ali je novac vraćen na moj kazino račun (što znači da je sistem pogrešno prikazao status „uspešno" , što sam im već dokazao).
U tom trenutku su se izvinili zbog tehničkih problema (za koje još nemamo objašnjenje) i tražili da ponovo podignem novac. Takođe su me ograničili da koristim bilo koji drugi metod povlačenja, primoravajući me da ponovo koristim bankovni transfer. Bio sam ubeđen da ovog puta neće biti problema i da će novac biti na mom računu u roku od 24 sata.
Posle 24 sata vratio sam se korisničkoj podršci, ali transakcija je još uvek bila na čekanju—još nije bila ni pregledana, uprkos tome što je korak ručne verifikacije obično trajao samo 1-2 sata. Prijavio sam problem i slučaj je eskalirao specijalisti, uz obećanje da će biti rešen u roku od sat vremena. Umesto toga, oni su otkazali transakciju.
Kada sam ovo doveo u pitanje, ponovo sam zamoljen da pokrenem povlačenje. I sada, evo nas, sa tom transakcijom na čekanju.
Da li ste ranije izvršili uspešne isplate iz ovog kazina?
Ne, nisam.
Oseća se kao prevara.
Dear Veronika,
Have you passed the full KYC verification?
Yes, I have completed all the verification processes, and they even requested my bank statement.
Have you tried selecting a different payment method to process your withdrawal requests?
No, customer support explicitly prohibited me from choosing a different withdrawal method. According to them, since I deposited using a bank card, I can only withdraw my winnings via bank transfer.
Am I correct in understanding that currently, there is one pending withdrawal request in your profile?
Yes. What you see in the picture are three transactions, representing my last three attempts.
For the first attempt, I was made to wait for a week and a half while the transaction remained in a "pending" status. Then, all of a sudden, it changed to "successful," but the money was returned to my casino account (meaning the system incorrectly displayed the "successful" status, which I have already proven to them).
At that point, they apologized for the technical issues (which we still have no explanation for) and asked me to withdraw the money again. They also restricted me from using any other withdrawal method, forcing me to use bank transfer again. I was assured there would be no issues this time, and the money would be in my account within 24 hours.
After 24 hours, I returned to customer support, but the transaction was still pending—it hadn’t even been reviewed yet, despite the manual verification step usually taking only 1-2 hours. I reported the issue, and the case was escalated to a specialist, with a promise that it would be resolved within an hour. Instead, the transaction was canceled by them.
When I questioned this, I was once again asked to initiate the withdrawal. And now, here we are, with that pending transaction.
Have you made any successful withdrawals from this casino before?
No, i haven't.
Feels like a scam.
Posle više od dve nedelje to je rešeno, šesti put je povlačenje uspelo.
Možda ponekad nemaju novca za podizanje pa samo odlažu.
Zatvorite slučaj, hvala na pomoći!
After more two weeks it’s solved, 6th time the withdrawal succeeded.
Maybe sometimes they don’t have money to withdrawal so they just delay.
Please close the case, thanks for help!
dragi umniče,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
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-u: https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju radi pomoći u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Veronika Fric
Casino.Guru
Dear mindegy,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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