Igrač iz Perua na povlačenje čeka više od mesec dana. Čini se da kazino igre više ne rade i da nema odgovora od korisničke podrške. Pošto kazino nije odgovorio na naše žalbe, zaključili smo žalbu kao „nerešenu“.
The player from Peru has been waiting for withdrawal for more than a month. It seems like the casino games are not working anymore, and there is no response from the customer support whatsoever. Since the casino has not replied to our appeals, we closed the complaint as "unresolved".
Igrač iz Perua na povlačenje čeka više od mesec dana. Čini se da kazino igre više ne rade i da nema odgovora od korisničke podrške. Pošto kazino nije odgovorio na naše žalbe, zaključili smo žalbu kao „nerešenu“.
Zdravo, imam problem sa podizanjem 450 dolara u BTC-u koje sam ranije pokušao da podignem 2. januara, depozit koji sam napravio nije trajao ni 5 minuta
Sada ima nekih problema kao što nam ne dozvoljavaju da igramo nijednu kazino igricu, pojavljuje se greška i ovo se ne dešava samo meni već i svima u kazinu. Nema podrške uživo niti putem pošte nema ništa i ovo me lično brine, uplatio sam novac i ne želim da ga izgubim.
Nadam se da mi možete pomoći
Priložio sam slike kazina u kojem nijedan provajder ne radi i drugi dokaz da sam izvršio povlačenje
Hello, I have a problem with a withdrawal of 450 dollars in BTC that I tried to withdraw on January 2 before, the deposit that I made did not take even 5 minutes
Now there are some problems like they won't let us play any casino games, an error appears and this is not only happening to me but to everyone in the casino. There is no live support or by mail there is nothing and this personally worries me, I deposited money and I do not want to lose it.
I hope you can help me
I attached images of the casino where no provider works and the other of the proof that I made a withdrawal
Dear jhonairtongarcia54,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Nisam dobio svoje povlačenje kao što sam rekao ranije, nema ni onlajn podrške, sve kazino igre su neaktivne.
Ima opšti razgovor za igrače, ima i drugih ljudi koji ne dobijaju ni povlačenja.
Danima postoji administrator koji kaže da će poslati novac, ali je prošlo više od 3 nedelje
I have not received my withdrawal as I said before, there is no online support either, all the casino games are down.
It has a general chat for players, there are other people who don't receive their withdrawals either.
For days there has been an administrator who says that he will send the money but more than 3 weeks have passed
Hvala vam na odgovoru, jhonairtongarcia54. Vidim na vašem priloženom snimku ekrana da postoji opcija za potvrdu ili otkazivanje povlačenja:
Možete li da nam kažete da li ste pritisnuli dugme „Potvrdi povlačenje"? Da li ste ranije izvršili uspešna povlačenja?
Thank you for your reply, jhonairtongarcia54. I see in your attached screenshot that there is an option to Confirm or Cancel the withdrawal:
Could you please advise if you have pressed the "Confirm Withdraw" button? Have you made any successful withdrawals before?
Da, potvrdio sam povlačenje
Ranije nisam mogao da podignem novac jer nisam pobedio.
Igram ovde 1 godinu ili više
Ukupno sam odigrao oko 7000$ naravno deo je bio u bonusima, ali u decembru sam deponovao i pobedio, pokušao sam da napravim povlačenje.
Ali nekoliko dana nakon što su izvršili povlačenje, prestali su da postavljaju sadržaj na svoje društvene mreže poput Tvitera ili Telegrama.
Igre su prestale da rade i podrška ne radi.
U opštem četu ima više igrača koji se žale na njihovo povlačenje i komentarisali su da su čekali više od mesec dana.
Čini mi se da kazino hoće da se zatvori i pobegne.
Zaista ne znam, ali ne odgovaraju ni na jednoj mreži.
Yes, I have confirmed the withdrawal
Previously I could not withdraw money because I had not won.
I have been playing here for 1 year or more
In total I played about 7000$ of course a part was in bonuses but in December I deposited and won, I tried to make a withdrawal.
But a few days after making the withdrawal they stopped uploading content to their social networks like Twitter or Telegram.
The games stopped working and the support is not working.
In the general chat there are more players complaining about their withdrawal and they commented that they have been waiting for more than 1 month.
It seems to me that the casino wants to close and run away.
I really don't know but they are not responding on any network.
Hvala vam puno, jhonairtongarcia54, na saradnji. Vašu žalbu ću sada preneti koleginici Veroniki ( VKSKSKSKSKS0@email.kkkkk ) koja će vam biti na usluzi. Međutim, želim da vas upozorim da je uobičajena praksa BitDice kazina da nas potpuno ignoriše u našim pokušajima da posredujemo u bilo kakvom pitanju. Bez obzira na mnoge nerešene žalbe sa oznakom „Politika bez reagovanja", nastavljamo da pokušavamo.
Thank you very much, jhonairtongarcia54, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of BitDice Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
Poštovani jhonairtongarcia54,
Od sada ću se pobrinuti za vašu žalbu. Upravo sam pregledao vaš slučaj i u potpunosti razumem vašu zabrinutost u vezi sa isplatom. Daću sve od sebe da vam pomognem da rešite problem tako što ćete kontaktirati kazino.
Želeo bih da pozovem predstavnika BitDice kazina da se pridruži razgovoru i učestvuje u istrazi slučaja. Možete li da nam date više informacija o razlozima zbog kojih igrač još uvek nije primio svoje dobitke?
Dear jhonairtongarcia54,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I’d like to invite a representative of BitDice Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why the player hasn't received their winnings yet?
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Curacao Gaming Authoriti ( complaints@gaming-curacao.com ) i podneti im žalbu. Pre podnošenja žalbe, uverite se da ste dali sve potrebne informacije: svoje lične podatke, detalje o kazinu, podatke za prijavu u kazino, opis problema i prateće priloge ako su potrebni. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Obavestite me da li vam treba pomoć oko podnošenja žalbe ili kako su oni odgovorili ako to možete učiniti sami ( veronika.l@casino.guru ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Veronika, Casino.Guru
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Veronika, Casino.Guru
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.