Igrač iz Njemačke je nezadovoljan procesom povlačenja. To je riješeno.
Pozdrav, prije toga želim reći da sam Kristini već pisala privatno. Savjetovali su mi da se upišem na forum.
na moj slučaj. U noći sa 28.01. na 29.01. osvojio sam iznos od 2466,80€. Postojao je potpuno isti iznos kao moj depozit koji sam morao pretvoriti. Deponovano 50€ i ništa ne osvoji. Uzeo bonus i osvojio 2466.80 na Chaos Crew-u za 40 centi. Napravio sam opkladu i na kraju je bilo 2200 na satu za isplatu. Zatražena isplata u koracima od 500€. Nakon prva dva zahtjeva u chatu, prva isplata od 500 € stigla je 4. februara 2022.! Druga uplata izvršena je juče 8. februara 2022.! Međutim, preko 1200 € je još uvijek dostupno u 3 zahtjeva za povlačenje! Šta tako dugo traje? Svaki put kada sam pitao podršku o tome, rekli su da izgleda dobro, ali ne mogu vidjeti kada je približan datum. O tome sam pisao sa tačno tri osobe iz podrške. Zar zaista mora toliko dugo? Zar ne postoji način da se to ubrza? Umoran sam od čekanja. Osjećaj je kao da postavljate pitanja svaki dan, kad čujete istu stvar svaki dan postaje dosadno. Nadam se vašoj pomoći da možda ubrzate ovaj proces. Topli pozdravi
Hello, before that I would like to say that I have already written to Kristina privately. They advised me to make a forum entry.
to my case. In the night from 01/28 to 01/29 I won an amount of €2466.80. There was exactly the same amount as my deposit which I had to convert. Deposited €50 and won nothing. Taken the bonus and won 2466.80 at Chaos Crew on 40 cents. Made the wager and at the end there was 2200 on the clock to pay out. Payout requested in €500 increments. After the first two requests in the chat, the first payout of €500 came on February 4th, 2022! The second payment was made yesterday on February 8th, 2022! However, over €1200 is still available in 3 withdrawal requests! What's taking so long? Every time I asked support about it they said it looks good but they can't see when the approximate date is. I wrote about this with exactly three people from support. Does it really have to take that long? Isn't there a way to speed it up? I'm tired of waiting so long. It feels like asking questions every day, hearing the same thing every day gets annoying at some point. I hope for your help to maybe speed up this process. Warm greetings
Hallo, zuvor möchte ich sagen, dass ich bereits Kristina privat angeschrieben hatte. Diese riet mir, doch einen Forum Eintrag zu machen.
Zu meinem Fall. Ich habe in der Nacht vom 28.01 auf den 29.01 einen Geldbetrag von 2466,80 € gewonnen. Es gab zu meiner Einzahlung exakt den gleichen Betrages welchen ich umsetzen musste. 50 € eingezahlt und nichts gewonnen. Den Bonus wahrgenommen und bei Chaos Crew auf 40 cent 2466,80 gewonnen. Den Wager geschafft und am Ende standen 2200 auf der Uhr zum Auszahlen. Auszahlung in 500 € Schritten angefordert. Nach den ersten zwei Anfragen im Chat kam die erste Auszahlung von 500 € am 04.02.2022! Die zweite Auszahlung erfolgte gestern am 08.02.2022! Dennoch stehen noch immer über 1200 € in 3 Auszahlungsanfragen zur Auszahlung! Was dauert so lange? Jedes mal, wenn ich den Support dazu fragte, hieß es das es gut aussieht, aber man nicht einsehen könnte, wann der ungefähre Termin ist. Mit genau drei Leuten habe ich dazu vom Support geschrieben. Muss das echt so lange dauern`? Gibt es keine Möglichkeit es zu beschleunigen? Solangsam bin ichs leid so lange zu warten. Gefühlt tägliches nachfragen, gefühlt täglich das selbe hören nervt irgendwann. Ich hoffe um Hilfe eurerseits um diesen Prozess vielleicht zu beschleunigen. Liebe Grüße
Dragi Cortez,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem. Imajte na umu da uspješan zahtjev za povlačenje ne garantuje da će ovo povlačenje biti poslano odmah. Više je nego uobičajeno da kazina provjere nedavnu igru igrača prije nego što bilo koja transakcija bude odobrena, a može potrajati nekoliko dana da u potpunosti obradi povlačenje sa strane kazina.
Također, može potrajati dodatnih nekoliko dana za obradu povlačenja sa strane provajdera plaćanja. Obično ne postoji način da se proces ubrza. Zato savjetujemo igračima da budu strpljivi i sačekaju najmanje 14 dana nakon zahtjeva za povlačenje prije nego što podnesu žalbu.
Jasno vidim da kazino isplaćuje vaše dobitke, stoga ne mislim da se nešto nepravedno dešava. Ako do kraja sljedeće sedmice ne primite nijednu isplatu na čekanju, obavijestite nas i pokušat ćemo vam pomoći. Hvala vam na razumijevanju.
Srdačan pozdrav,
Kristina
Dear Cortez,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that a successful withdrawal request does not guarantee that this withdrawal will be sent immediately. It is more than common for casinos to check a player's recent gameplay before any transaction is approved, and it can take a few days to fully process the withdrawal from the casino's side.
Also, it may take additional few days to process the withdrawal from the payment provider's side. Usually, there is no way to speed up the process. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
I can clearly see that the casino is paying your winnings out, therefore I don't think that there is something unfair going on. If you don’t receive any of your pending withdrawals by the end of the next week, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
Zdravo Kristina, upravo sam dobio poruku od Burana da verifikujem svoj nalog. Dostavili svu dokumentaciju za KYC provjeru. Prema odgovoru na email, potrebno je do 3 radna dana. Znatiželjan sam kad nešto čujem.
Hello Kristina, I just got a message from Buran asking me to verify my account. Have submitted all documents for the KYC check. According to the reply email, it takes up to 3 working days. I'm curious when I hear something.
Hallo Kristina, eben bekam ich die Nachricht von Buran, dass ich bitte mein Account verifiziere. Habe alle Unterlagen für die KYC Prüfung eingereicht. Laut Antwortmail dauert es bis zu 3 Werktage. Bin gespannt wann ich etwas höre.
Hvala ti na novostima, Cortez. Dakle, sačekajmo da kazino završi verifikaciju. Molimo vas, obavijestite nas i obavijestite nas ako ima nečeg novog kako bismo u skladu s tim mogli nastaviti s ovom pritužbom. Hvala unapred.
Thank you for the updates, Cortez. So let's wait for the casino to finish the verification. Please, keep us informed and let us know if there is anything new, so we can proceed with this complaint accordingly. Thank you in advance.
Zdravo Kristina, nažalost do sada nema više informacija. izgleda da provjera KYC-a treba vremena. 3 radna dana su odavno prošla. Kako da nastavim sada? Kada možete preuzeti slučaj? Kad bih pitao chat, samo bi mi opet rekli da je za ovo odgovorno odjeljenje za finansije. šta mi savetujete
Pozdrav Cortez
Hello Kristina, unfortunately no further information until now. the KYC check seems to take time. The 3 working days have long passed. How do I proceed now? When can you take over the case? If I asked the chat, they would just tell me again that the finance department is responsible for this. what do you advise me
Greetings Cortez
Hallo Kristina, leider keine weiteren Infos bis jetzt. die KYC Prüfung nimmt scheinbar Zeit ein. Die 3 Werktage sind längst verstrichen. Wie gehe ich jetzt vor? Ab wann könnt Ihr den Fall übernehmen? Würde ich den Chat fragen, dann würde man mir nur wieder sagen, dass die Finanzabteilung dafür zuständig ist. Was rätst du mir?
Liebe Grü´ße Cortez
Ažuriranje: Opet sam pisao kazinu. Ovo mi je brzo odgovorilo. Sastavio sam razne dokumente kao PDF i poslao ih na KYC provjeru. Činilo se da ovo nije dozvoljeno. Tako da sam morao da pošaljem screenshot svoje lične karte, bankovnog izvoda ili fakture, kao i načina mog depozita. Sada je vrijeme da sačekamo i vidimo šta će se dogoditi.
Update: I wrote to the casino again. This answered me quickly. I put together various documents as a PDF and sent it to the KYC check. This didn't seem to be allowed. So I had to send in a screenshot of my ID card, bank statement or invoice, as well as my deposit method. Now it's time to wait and see what happens.
Update: ich habe nochmals das Casino angeschrieben. Dieses hat mir schnell geantwortet. Habe verschiedenste Unterlagen als PDF zusammengefügt und zur KYC Prüfung hingeschickt. Dieses schien nicht erlaubt zu sein. Also musste ich eben nochmals einzeln Personalausweis, Kontoauszug oder Rechnung wie auch meine Einzahlmethode als Screenshot hinschicken. Jetzt heißt es nochmals abwarten, was passiert.
Zdravo Kristina, nema više informacija koliko bi ovo trebalo da traje. Polako gubim strpljenje sa ovim. Zar ne možete da pitate šta toliko traje? Dokumenti koji su nedostajali za KYC provjeru sada su ponovo skoro sedmicu dana.
Hello Kristina, there is no further information on how long this should go on. I'm slowly losing patience with this. Can't you ask there what's taking so long? The documents that were missing for the KYC check are now almost a week again.
Hallo Kristina, es gibt noch keine weiteren Informationen wie lange das noch gehen soll. So langsam verliere ich die Geduld was das angeht. Könnt ihr dort nicht nachfragen, was denn bitte so lange dauert? Die Unterlagen welche fehlten für die KYC Prüfung, sind jetzt auch schon wieder fast eine Woche.
Nastavlja se. Nakon što sam ponovo sam pitao i poslao snimak ekrana svog načina depozita, uključujući adresu i broj računa sa mojim dokumentima, odjednom nije prepoznat. Sada sam morao poslati tri snimka ekrana na kojima se nalaze upravo opisani podaci. Počinje da mi se čini kao taktika odugovlačenja.
It goes on. After I asked again on my own and submitted a screenshot of my deposit method including address and account number with my documents, it was suddenly not recognized. Now I had to send in three screenshots where exactly the data just described is on it. It's starting to feel like a stalling tactic to me.
Es geht weiter. Nachdem ich wieder selbstständig nachgefragt hatte und bei meinen Unterlagen einen Screenshot von meiner Einzahlungsmethode inklusive Adresse und Kontonummer einreichte, wird diese plötzlich nicht anerkannt. Nun musste ich drei Screenshots einsenden, wo genau die eben beschriebenen Daten drauf sind. Solangsam kommt es mir wie eine Hinhaltetaktik vor.
Puno vam hvala Cortez na dosadašnjoj saradnji. Sada ću prenijeti vašu žalbu svom kolegi Vilijamu ( viliam.v@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem uskoro biti riješen na vaše zadovoljstvo.
Thank you very much Cortez for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
zdravo Cortez,
Pogledao sam Vašu žalbu i dat ću sve od sebe da Vam pomognem. Želio bih da pozovem Buran Casino u ovaj razgovor. Kazino, možete li molim vas da navedete u čemu je problem sa povlačenjem igrača?
Hello Cortez,
I looked at your complaint and will do my best to help you. I would like to invite Buran Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
Hteo sam da vas obavestim da sam upravo dobio isplatu od 500€. To znači da još nedostaju 2 uplate. Jedan sa 500€ i jedan preko 200€!
I wanted to let you know that I just received a withdrawal of €500. This means that 2 payments are still missing. One with €500 and one over €200!
Ich wollte mitteilen, dass ich soeben eine Auszahlung über 500 € erhalten habe. Damit fehlen noch 2 Auszahlungen. Eine mit 500 € und eine über 200 €!
Zdravo Kristina, Zdravo Vilijame, upravo sam primio zadnjih 200 eura. Slučaj se može zatvoriti! Puno hvala na pomoći!
Hello Kristina, Hello Viliam, I have just received the last 200 euros. The case can be closed! Many thanks for the help!
Hallo Kristina, Hallo Viliam, ich habe soeben die letzten 200 Euro erhalten. Der Fall kann geschlossen werden! Vielen Dank für die Hilfe!
Poštovani kupče,
Hvala vam što ste nam se obratili.
Žao nam je što ste naišli na poteškoće prilikom verifikacije vašeg računa za igru i podizanja dobitaka na našoj web stranici.
Kao što vidimo, naše finansijsko odeljenje je od Vas tražilo da dostavite dodatnu dokumentaciju 23.02.2022. Iako je još uvijek nedostajao jedan od potrebnih snimaka ekrana, naše finansijsko odjeljenje je i dalje nastavilo s obradom vaših zahtjeva za povlačenje i do sada su sva vaša povlačenja uspješno obrađena s naše strane.
Zahvaljujemo se na saradnji i učinićemo sve sa naše strane da se ovakva situacija u budućnosti izbjegne.
Ako imate dodatnih pitanja, slobodno nas kontaktirajte ponovo.
Srdačan pozdrav,
BuranCasino.com
Dear Customer,
Thank you for reaching out to us.
We are sorry to hear that you have encountered difficulties when verifying your game account and withdrawing your winnings on our website.
As we can see, our Financial Department asked you to provide additional documents on 23.02.2022. Even though one of the needed screenshots was still missing, our Financial Department has still proceeded with processing your withdrawal requests and as of now, all your withdrawals have been successfully processed by our side.
We would like to thank you for your cooperation and will do everything from our side to avoid such a situation in the future.
If you have any further questions, do not hesitate to contact us again.
Best regards,
BuranCasino.com
Dragi Cortez,
Hvala vam što koristite centar za rješavanje žalbi Casino Gurua. Drago nam je čuti da je vaš problem riješen. Sada ćemo to označiti kao 'riješeno' u našem sistemu. Molimo, ne ustručavajte se kontaktirati nas u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Mi smo tu da pomognemo, ali se nadam da se više nećete susresti sa ovakvim problemom.
Srdačan pozdrav,
Viliam Casino.Guru
Dear Cortez,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.