The player from the United Kingdom had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player expressed concerns about the lengthy withdrawal process and the inability to withdraw their full winnings in line with the casino's terms and conditions. After some communication, the player confirmed that they had received their first withdrawal and requested to close the complaint. The issue was marked as resolved by the Complaints Team.
Igrač iz Ujedinjenog Kraljevstva čekao je na povlačenje manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Igrač je izrazio zabrinutost zbog dugotrajnog procesa povlačenja i nemogućnosti da povuče svoj puni dobitak u skladu sa uslovima i odredbama kazina. Nakon neke komunikacije, igrač je potvrdio da je primio prvo povlačenje i zatražio da zatvori žalbu. Tim za žalbe je označio problem kao rešen.
Poštovani timu za žalbe gurua kazina,
Podnosim ovu žalbu u vezi sa tekućim i nerazumnim kašnjenjima povlačenja sa BM.betom
U skladu sa uslovima i odredbama kazina, povlačenja su dozvoljena po stopi od 500 funti dnevno, 1.500 funti nedeljno i 5.000 funti mesečno. Pored toga, uslovi potvrđuju da igrači mogu imati do tri povlačenja na čekanju istovremeno, do kombinovane limitirane vrednosti od £500. Međutim, uprkos ovim navedenim uslovima, moj zahtev za povlačenje je na čekanju već šest dana, a ponovljeni pokušaji da kontaktiram korisničku podršku (preko deset puta) dali su samo opšte odgovore da je zahtev u redu zbog velike potražnje.
Nakon daljeg istraživanja, pronašao sam brojne kritike na Trustpilot-u koje ukazuju da je ovo uobičajen problem sa kazinom. Ovo ukazuje na sistemski neuspeh u obradi povlačenja u razumnom vremenskom okviru. Način na koji kazino funkcioniše direktno je u suprotnosti sa njegovim sopstvenim uslovima. Ako se povlačenja stalno odlažu danima ili nedeljama, matematički je nemoguće da se igrač povuče po oglašenim stopama.
Čak i u najboljem slučaju, ako se prvo povlačenje od 500 funti obradi nakon sedam dana, trebalo bi mi skoro godinu dana da pristupim svom punom dobitku od 20.000 funti, što je krajnje nepravedno i nije u skladu sa politikom kazina.
Resolution Rekuested
Jednostavno tražim da kazino poštuje svoje uslove i odredbe i dozvoli mi da podignem 1.500 funti nedeljno, putem tri transakcije od 500 funti. Ovo bi mi omogućilo da povučem svoje dobitke u roku od četiri meseca, što je i pošteno iu okviru ograničenja povlačenja koje postavlja sam kazino.
Cenim podršku Casino Gurua u rešavanju ovog problema i obezbeđivanju da se igrači tretiraju pošteno. Obavestite me o sledećim koracima.
srdačan pozdrav,
D**** G***
Dear Casino Guru Complaints Team,
I am submitting this complaint regarding the ongoing and unreasonable withdrawal delays I am experiencing with BM.bet
As per the casinos terms and conditions, withdrawals are permitted at a rate of £500 per day, £1,500 per week, and £5,000 per month. Additionally, the terms confirm that players can have up to three pending withdrawals at a time, up to a combined capped value of £500. However, despite these stated terms, my withdrawal request has been pending for six days, and repeated attempts to contact customer support (over ten times) have yielded only generic responses that the request is in a queue due to high demand.
Upon further investigation, I have found numerous reviews on Trustpilot that indicate this is a common issue with the casino. This suggests a systemic failure in processing withdrawals within a reasonable timeframe. The way the casino is operating directly contradicts its own terms and conditions. If withdrawals are consistently delayed for days or weeks, it is mathematically impossible for a player to withdraw at the rates advertised.
Even in the best-case scenario if the first £500 withdrawal is processed after seven days it would take me nearly a year to access my full £20,000 winnings, which is grossly unfair and not in line with the casinos stated policy.
Resolution Requested
I am simply requesting that the casino honours its own terms and conditions and allows me to withdraw £1,500 per week, via three £500 transactions. This would allow me to withdraw my winnings within four months, which is both fair and within the withdrawal limits set by the casino itself.
I appreciate Casino Gurus support in addressing this issue and ensuring that players are treated fairly. Please let me know the next steps.
Kind regards,
D**** G***
Dear Dgill0404,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Ova žalba se ne odnosi samo na vreme povlačenja, već i na to da matematički ne mogu da izvadim svoj puni dobitak u skladu sa navedenim uslovima i odredbama.
Naravno da sam srećan što čekam 14 dana, ali ako to moram da uradim posle svakog povlačenja, biće mi potrebno skoro 2 godine da podignem svoj dobitak, a trebalo bi da prođe samo 4 meseca!
This complaint is not just about the withdrawal time, it’s about not mathematically being able to take out my full winnings in line with the stated terms and conditions.
Of course I’m happy to wait 14 days, but if I have to do that after every withdrawal it will take me nearly 2 years to withdrawal my winnings, when it should only take 4 months!
Možete li da ažurirate sporni iznos na 20.000 funti? Mislio sam da se traži moj prvobitni deponovani iznos koji je bio 100 funti, izvinjavam se zbog greške.
Can you please update the disputed amount to £20,000? I thought it was asking for my original deposited amount which was £100, sorry for the mistake.
Upravo sam primio svoje prvo povlačenje, trebalo je 11 dana i sada mi nije dozvoljeno da tražim novo povlačenje do sutra. Moja pritužba i dalje stoji da neću moći da podignem svoje dobitke u skladu sa njihovim uslovima, po ovoj stopi bi mi trebalo više od godinu dana da izvadim novac, jer imam još 39 povlačenja da završim! Radujemo se vašoj pomoći. Hvala.
I have just received my first withdrawal, it’s taken 11 days and I’m now not allowed to request a new withdrawal until tomorrow. My complaint still stands that I’m going to be unable to withdrawal my winnings in line with their terms and conditions, at this rate it would take me over a year to get the money out, because I have another 39 withdrawals to complete! Looking forward to your assistance. Thank you.
Molim vas zatvorite Plaćeno sam
Please close I’ve been paid
Dragi Dgill0404,
Zaista mi je drago da čujem da je vaš problem rešen. Označiću vašu žalbu kao „rešenu" u našem sistemu. Hvala vam što ste potvrdili ishod. Ako se ikada suočite sa bilo kakvim izazovima sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu za vas.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima u vezi sa onlajn kazinom.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Casino.Guru
Dear Dgill0404,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
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