NaslovnaPritužbeBig5Casino - Zahtev za povlačenje igrača je odložen.
Big5Casino - Zahtev za povlačenje igrača je odložen.
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Big5Casino
Index sigurnosti:Ispod proseka
Sigurnosni indeks
Kazina sa indeksom sigurnosti ispod proseka obično imaju nepovoljan ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. To znači da je ovaj kazino verovatno nepravedno postupao prema nekim igračima u prošlosti.
Poslato:
02/05/2024
|
Slučaj je zatvoren : 12/06/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 4 meseci
Prevod
The player from Poland had been waiting for a withdrawal since April 5th. The casino claimed the withdrawal had been processed but did not provide proof, and the player had yet to receive the funds. The player confirmed successful KYC verification and no bonuses used. Despite the casino's assurance of a processed payout, the player did not confirm receipt. The complaint was rejected due to lack of response from the player.
Igrač iz Poljske je od 5. aprila čekao na povlačenje. Kazino je tvrdio da je povlačenje obrađeno, ali nije pružio dokaz, a igrač tek treba da primi sredstva. Igrač je potvrdio uspešnu KIC verifikaciju i nisu korišćeni bonusi. Uprkos uveravanju kazina o obrađenoj isplati, igrač nije potvrdio prijem. Žalba je odbijena zbog nedostatka odgovora igrača.
Čekam isplatu od 05.04, svaki put kada mi kazino govori da je povlačenje obrađeno, ali to je samo laž. Tražio sam od kazina da mi pošalje dokaz o uplati, ali oni ne žele.
Prošlo je skoro mesec dana, a još uvek nisam dobio novac.
I have been waiting for withdrawal since 05.04, each time casino keeps telling me that the withdrawal was processed but it's just a lie. I asked casino to send me the proof of payment but they don't want to.
It's almost one month and I still haven't received money.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste ranije izvršili uspešna povlačenja?
Možete li potvrditi da ste prošli KIC verifikaciju?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear tomoloko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Hvala na odgovoru, tomoloko. Možete li nas obavestiti o trenutnom statusu vašeg zahteva za povlačenje? Da li je označeno kao na čekanju ili obrađeno na vašem kazino nalogu? Ako je moguće, postavite snimak ekrana svoje istorije povlačenja ovde u ovoj temi.
Pored toga, prosledite svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru . Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, tomoloko. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, 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.
‚Obavještavamo vas da ovo odlaganje svakako nije bilo namjerno. Poslednja stvar koju želimo je da izazovemo neprijatnosti našim igračima.
Ovaj problem se razmatra i potrudićemo se da ga rešimo za vas što je pre moguće. Do tada, ne preostaje mi ništa drugo nego da vas zamolim za još malo strpljenja.
Hvala vam na strpljenju i razumevanju!
Javite nam ako imate još pitanja u vezi sa svojim nalogom, rado ćemo vam pomoći!'
The withdrawal status is approved.
They keep sending the same since one month.
‚Kindly be informed that this delay was certainly not intentional. The last thing we want is to cause our players any inconvenience.
This issue is being looked into and we will do best to resolve it for you as soon as possible. Until then, I am left with no choice but to ask you for a little more patience.
Thank you for your patience and understanding!
Let us know if you have more questions regarding your account, we are happy to help you!’
Hvala puno, tomoloko, na saradnji. Sada ću preneti vašu žalbu koleginici Nataliji ( natalia.b@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, tomoloko, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
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.
Dragi Big5Casino, 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 mogli da navedete koji je trenutni status zahteva igrača za povlačenje i kada mogu da očekuju da bude obrađen sa vaše strane?
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 tomoloko,
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 Big5Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?
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.
Hvala vam što ste nam skrenuli pažnju na zabrinutost u vezi sa isplatom igrača.
Razumemo važnost pravovremenih isplata i izvinjavamo se zbog kašnjenja koje je igrač doživeo.
Međutim, od našeg nadležnog odeljenja smo dobili potvrdu da je isplata uspešno obrađena i da bi trebalo da bude vidljiva na nalogu igrača do sutra.
Cenimo vaše razumevanje i saradnju.
S poštovanjem,
Big5 Casino Tim za žalbe
Dear all,
Thank you for bringing the concerns about the player's payout to our attention.
We understand the importance of timely payouts, and we apologize for the delay the player has experienced.
However, we have received a confirmation from our relevant department that the payout was successfully processed, and it should be visible on the player's account by tomorrow.
Poštovani tomoloko, na osnovu informacija od predstavnika kazina, vaš zahtev za povlačenje je obrađen. molimo vas da nas obavestite čim primite svoje dobitke. Nadamo se da neće potrajati mnogo vremena.
Thank you for the reply, Big5Casino.
Dear tomoloko, based on the information from the casino representative, your withdrawal request was processed. please, let us know as soon as you receive your winnings. Hopefully, it won't take a long time.
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 tomoloko,
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.