Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
Poslato:
07/08/2024
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Slučaj je zatvoren : 17/09/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 3 meseci
Prevod
The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had monitored the situation and noted that the player received four withdrawals but faced a new issue due to a system error that listed a non-existent withdrawal, preventing further requests. Despite the player’s request for a resolution to allow the withdrawal of the remaining balance, the team was unable to proceed as the player did not respond to follow-up inquiries. Consequently, the complaint was rejected.
Igrač iz Nemačke je tražio povlačenje pre podnošenja ove žalbe. Nažalost, njihovi dobici još nisu primljeni. Tim za žalbe je pratio situaciju i primetio da je igrač primio četiri povlačenja, ali se suočio sa novim problemom zbog sistemske greške u kojoj je navedeno nepostojeće povlačenje, što sprečava dalje zahteve. Uprkos igračevom zahtevu za rešenje kojim bi se dozvolilo povlačenje preostalog iznosa, tim nije mogao da nastavi jer igrač nije odgovorio na naknadna pitanja. Shodno tome, žalba je odbijena.
BM Bet ili ne želi ili ne može da obradi moje prvo povlačenje od 500 evra. Čekam više od 72 sata na potvrdu mog prvog povlačenja. Stanje na mom tekućem računu je 5.400 evra. Prema uslovima kazina (tačka 6.13), mogu da podignem najviše 1.500 evra nedeljno i najviše 5.000 evra mesečno. Nemam problem sa ovim, ali povlačenje uopšte nije moguće. Kad god kontaktiram ćaskanje i pokrenem problem, rečeno mi je da budem strpljiv. Ako će svako povlačenje trajati 5 radnih dana ili duže, to će rezultirati čekanjem od 3 meseca. Nemam problema da čekam 4-6 nedelja na povlačenje, ali 3 meseca je apsolutno smešno. Štaviše, nije mi dozvoljeno da postavim novi zahtev za povlačenje dok postoji aktivan zahtev za povlačenje, što samo produžava vreme čekanja.
U tački 6.15, BM.Bet navodi, i citiram: „6.15 Zahteve za povlačenje će obraditi odeljenje finansija u roku od 3 (tri) radna dana od zahteva i/ili 3 (tri) radna dana nakon što je poslednji zahtev za povlačenje obrađeni, pod uslovom da su ispunjeni svi ostali uslovi i da su verifikacije završene kako je opisano u uslovima Odeljenje za finansije obrađuje ove zahteve od ponedeljka do petka između 6:00 i 17:00 GMT Kada odeljenje za finansije obradi zahtev za transfer sredstava, odgovornost za dalja kašnjenja u obradi isplata više nije na kompaniji."
Ova 3 radna dana su već premašena. Stoga, BM.Bet krši svoje uslove i odredbe. Potrebna mi je pomoć i molim vas da li se ovo može rešiti što je pre moguće.
Hvala vam. Unapred
BM Bet is either unwilling or unable to process my first withdrawal of 500 euros. I have been waiting for over 72 hours for the confirmation of my very first withdrawal. My current account balance is 5,400 euros. According to the casino's terms (Point 6.13), I can withdraw a maximum of 1,500 euros per week and a maximum of 5,000 euros per month. I have no issue with this, but it is not being made possible to withdraw at all. Whenever I contact the chat and bring up the issue, I am told to be patient. If every withdrawal is going to take 5 business days or longer, it will result in a 3-month wait. I have no problem waiting 4-6 weeks for my withdrawal, but 3 months is absolutely ridiculous. Furthermore, I am not allowed to make a new withdrawal request while there is an active withdrawal request, which only extends the waiting time.
In point 6.15, BM.Bet states, and I quote: "6.15 Withdrawal requests will be processed by the finance department within 3 (three) business days of the request and/or 3 (three) business days after the last withdrawal request has been processed, provided all other conditions are met and verifications are completed as described in the terms. The finance department processes these requests from Monday to Friday between 6:00 and 17:00 GMT. You agree that you are familiar with and accept our withdrawal schedule. Once the finance department has processed the request for the transfer of funds, the responsibility for further delays in processing the payments no longer lies with the company."
These 3 business days have already been exceeded. Therefore, BM.Bet is in violation of their own Terms and Conditions. I need assistance and ask kindly if this could be resolved as quickly as possible.
Hvala vam što se poslali svoj prigovor. Žao nam je što čujemo da imate problema sa isplatom i razumemo vašu brigu. Ipak, imajte na umu da je prilično normalno da se na isplate čeka nekoliko dana, pa čak i nedelja. Ovo znači da treba da prođe nekoliko dana da se novac pojavi na vašem računu. Ovo se može desiti zbog nezavršene KYC procedure ili zbog velikog broj zatraženih isplata. Zato mi savetujemo igračima da budu strpljivi, sarađuju sa kazinom i čekaju bar 14 dana pre nego što podnesu prigovor.
Ako vam je nalog kompletno verifikovan, istorija igara ispravna, vaša isplata odobrena od strane kazina, i još niste dobili svoje dobitke nakon 14 dana, mi možemo da intervenišemo i da probamo da vam pomognemo. Hvala unapred za vaše strpljenje i razumevanje.
Pozdrav, Centar za rešavanje prigovora
Dear Saint90,
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.
Potpuno razumem, ali morate razumeti da mogu da zahtevam najviše 500 evra po povlačenju. Po ovoj logici, morao bih da čekam skoro pola godine da podignem ceo iznos. Sve što tražim je da se moji zahtevi za povlačenje obrađuju i poštuju u skladu sa uslovima i odredbama BM.Bet-a. Mislim da to nije previše za tražiti, zar ne? Jednostavno tražim da se uspostavi kontakt sa zaposlenim na višem nivou, jer podrška za ćaskanje stalno koči i govori mi da čekam.
Verujem da bi činjenica da smatram 5-6 nedelja (navodno) prihvatljivim vremenskim okvirom za povlačenje trebalo da bude više nego jasno da sam u redu sa čekanjem, ali neću dozvoliti da me prevare i želim da znam da li je ovo slučaj prevare, takođe za zaštitu drugih igrača.
I completely understand, but you must understand that I can only request a maximum of 500 euros per withdrawal. By this logic, I would have to wait almost half a year to withdraw my entire balance. All I am asking is that my withdrawal requests are processed and honored according to BM.Bet's terms and conditions. I don't think that's too much to ask, is it? I simply request that contact be made with a higher-level employee, as the chat support keeps stalling and telling me to wait.
I believe the fact that I consider 5-6 weeks (supposedly) as an acceptable timeframe for withdrawals should make it more than clear that I am okay with waiting, but I will not allow myself to be cheated and want to know if this is a case of fraud, also to protect other players.
Takođe moram da budem fer u pružanju novosti u vezi sa slučajem. BM.Bet je danas zatražio moje bankovne podatke i obavestio me putem e-pošte da će moje povlačenje definitivno biti obrađeno. Dakle, pretpostavljam da će novac biti na mom bankovnom računu do ponedeljka, ili najkasnije do utorka. Međutim, važno je napomenuti da je ovo samo prvo od 11 povlačenja, pa ćemo videti kako će proći ostali. Samo sam mislio da bi bilo pošteno da dam ažuriranje.
I also have to be fair in providing updates regarding the case. BM.Bet asked for my bank details today and informed me via email that my withdrawal will definitely be processed. So, I assume the money will be in my bank account by Monday, or at the latest, by Tuesday. However, it's important to note that this is only the first of 11 withdrawals, so we'll see how the others go. I just thought it would be fair to give an update.
Ažuriranje situacije: Prvi zahtev za povlačenje od 500 evra je prihvaćen i prebačen na moj Jeton račun. Mislim da se ovo može posmatrati kao tračak nade. Iskreno se nadam da će i narednih 10 transfera proći, tako da ne moram dalje da brinem.
Update on the situation: The first withdrawal request of 500 euros was accepted and transferred to my Jeton account. I think this could be seen as a glimmer of hope. I sincerely hope that the next 10 transfers will also go through, so I don’t have to worry any further.
Ich habe bisher 4 Auszahlungen erhalten. Es fehlen noch 6. Međutim, kao rezultat toga nastao je novi problem.
Kao što možete videti na snimcima ekrana koje sam postavio, postoji povlačenje navedeno kao „19-08-2024 - Kompletno -9245312 - Povlačenje - 15000,00 EUR". Ovo povlačenje se očigledno nije dogodilo i predstavljalo je grešku vašeg sistema.
Sada je problem što ne mogu da tražim više povlačenja jer vaš sistem kaže „Maksimalni limit povlačenja je prekoračen". Ove nedelje sam podigao samo 1.000 EUR, tako da bih i dalje mogao da zatražim povlačenje od 500 EUR (pogledajte snimke ekrana). Verujem da je ovaj problem zbog pogrešno unešenog povlačenja 15.000 evra. Možete li to odmah popraviti?
Pored toga, možemo li da razgovaramo o rešenju gde mi dozvoljavate da povučem preostali iznos u jednom potezu? Verujem da sam bio veoma strpljiv—prvo sam morao dugo da čekam na prvobitno povlačenje, onda je moj balans jednostavno izbrisan, a sada, zbog vaše greške, uopšte ne mogu da zahtevam povlačenje.
Mislim da bi bilo više nego pošteno i da je krajnje vreme da mi jednostavno dozvolite da povučem celokupan iznos kako bismo konačno zatvorili ovu stvar. Moje strpljenje je više puta testirano i bio bih vam zahvalan ako biste to mogli da rešite tako što ćete mi dozvoliti da povučem punu ravnotežu.
Ich habe bisher 4 Auszahlungen erhalten. Es fehlen noch 6. However, a new problem has arisen as a result.
As you can see from the screenshots I uploaded, there is a withdrawal listed as "19-08-2024 - Complete -9245312 - Withdraw - 15000.00 EUR". This withdrawal obviously did not happen and was a mistake by your system.
The issue now is that I can’t request any more withdrawals because your system says "Maximum withdrawal limit exceeded". I have only withdrawn 1,000 EUR this week, so I should still be able to request a withdrawal of 500 EUR (see screenshots). I believe this problem is due to the mistakenly entered 15,000 EUR withdrawal. Could you please fix this immediately?
Additionally, could we discuss a solution where you allow me to withdraw the remaining balance in one go? I believe I have been very patient—first, I had to wait a long time for my initial withdrawal, then my balance was simply deleted, and now, due to your error, I can’t request a withdrawal at all.
I think it would be more than fair and about time for you to simply allow me to withdraw my entire balance so that we can finally close this matter. My patience has been tested repeatedly, and I would appreciate it if you could resolve this by allowing me to withdraw the full balance.
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 Saint90,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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