Moje iskustvo sa ovim kazinom je bilo loše.
Deponovao oko 100 evra, prebacio bez bonusa/promocija, napravio profit, zatražio povlačenje početnog depozita.
Tokom KIC procedure verifikacije od mene je zatraženo da postavim selfi 5 puta, jer moj lakat nije bio u potpunosti vidljiv / ruka nije bila u potpunosti vidljiva - bilo je pomalo ponižavajuće i smešno. Posebno imajući u vidu činjenicu da na KIC delu sajta ovaj zahtev nije jasno naveden.
Tokom KIC procedure morate biti proaktivni i zatražiti od korisničke službe da proveri da li su svi dokumenti učitani - ako to ne učinite, oni će odbiti vaša dokumenta kako bi produžili proces povlačenja.
Nakon što je KIC završen, moje povlačenje od ~100 EUR je obrađeno nakon 13 dana. Ovo je predugo i ja to doživljavam - s obzirom na žalbe koje su klijenti uložili na casinoguru - kao način da se prolongira proces povlačenja, tako da ih korisnik otkaže i izgubi novac :)
Opcija „Odgovorno igranje" nije jasno vidljiva – potrebno je da skrolujete po sajtu, unesete „Odgovorno igranje" na dnu, pročitate odeljak i kliknete na mali link da biste postavili limite depozita, periode hlađenja itd.
Konačno, korisnička služba nije od pomoći – kada sam nekoliko puta pitao o svom povlačenju, dobio sam iste copi-paste formule poput „Finansijskom odeljenju je potrebno više vremena" „Žao mi je što to čujem. Molim vas budite strpljivi" i tako na.
Moje povlačenje je konačno obrađeno, ali sam odlučio da trajno zatvorim nalog i da se samoisključim. Ne znam da li je moj slučaj bio krajnji slučaj (verovatno nije), ali ako je ovo standardna praksa sa njihove strane - definitivno ne preporučujem igranje u ovom kazinu.
Pozdravi :)
My experience with this casino was bad.
Deposited around EUR 100, rolled it over without bonuses / promotions, made a profit, requested withdrawal of the initial deposit.
During the KYC verification procedure I was asked to upload a selfie 5 times, because my elbow was not fully visible / my arm was not fully visible - it was kind of humiliating and ridiculous. Especially given the fact, that on the KYC section of the site this requirement is not clearly stated.
During the KYC procedure you have to be proactive and ask customer service to check if all the documents are uploaded - if you do not do so, they will reject your documents in order to prolong the withdrawal process.
After the KYC was complete my withdrawal of EUR ~100 was processed after 13 days. This is way too long and I perceive that - given the complaints filed by the clients on casinoguru - as a way to prolong the withdrawal process, so that the customer cancels them and loses the money :)
The "Responsible gaming" option is not clearly visible - you have to scroll the site, enter the "Responsible gaming section" at the bottom, read the section, and click on a small link in order to set deposit limits, cool-off periods etc.
Finally, the customer service is not helpful - when I asked several times about my withdrawal, I was given the same copy-paste formulas like "The financial department needs more time" "I am sorry to hear that. Please be patient" and so on.
My withdrawal was finally processed, but I decided to close the account permanently and self-exclude myself. I don't know if my case was an edge case (probably not), but if this is a standard practice from their side - I definitely do not recommend playing in this casino.
Regards :)
