Igrač iz Austrije je imao poteškoća s povlačenjem svojih dobitaka zbog dodatne verifikacije koja je u toku. Problem je na kraju uspješno riješen i igrač je dobio svoj dobitak.
The player from Austria was experiencing difficulties withdrawing their winnings due to an ongoing additional verification. The issue was eventually successfully resolved and the player received his winnings.
Igrač iz Austrije je imao poteškoća s povlačenjem svojih dobitaka zbog dodatne verifikacije koja je u toku. Problem je na kraju uspješno riješen i igrač je dobio svoj dobitak.
Sredinom aprila sam se registrovao kod Cadoole i uplatio 100 € kreditnom karticom (bez bonusa). Tada sam došao do dobitne sume od 500 €, koju sam također htio isplatiti. Nakon nekoliko dana čekanja, kontaktirao sam live chat da pitam kada će biti izvršena uplata. Zamolili su me da budem strpljiv zbog "tehničkih problema". Otprilike nedelju dana kasnije moja banka me kontaktirala da podaci o mojoj kreditnoj kartici kruže internetom i odmah sam blokirao svoju kreditnu karticu. Dva dana kasnije moj zahtjev za isplatu je poništen jer je banka vratila transfer (jer je kartica blokirana). Tako da mi je Cadoolina podrška putem e-pošte (28.04.) napisala da im trebaju podaci o mom bankovnom računu da bi mi prebacili novac. Odmah sam odgovorio na mejl sa traženim podacima. U međuvremenu sam napravio još jedan depozit (100€) - ovaj put koristeći podatke moje nove kreditne kartice - igrao - osvojio još 500 € - napravio zahtjev za povlačenje - i zapravo sam dobio novac na moj trenutni račun kreditne kartice otprilike nedelju dana kasnije.
Ali ništa se nije dogodilo sa preostalih 500 € na mom računu. Usledilo je bezbroj ćaskanja uz podršku sajta - takođe sam morao da pošaljem tražene podatke na drugu e-mail adresu (kyc@cadoola.com) - do danas (2 meseca) nisam dobio nikakvu e-mail podršku dobio jedini odgovor. 500 € je također vidljivo kao kredit na mom računu, ali ne mogu kreirati zahtjev za povlačenje jer se pojavljuje iskačući prozor sa tekstom "Račun je zamrznut". Podrška za chat mi također nije mogla odgovoriti kada će moja isplata biti obrađena.
I registered with Cadoola in mid-April and deposited €100 by credit card (no bonus used). I then came up with a winning sum of € 500, which I also wanted to have paid out. After a few days of waiting, I contacted the live chat to ask when the payment would be made. They asked me to be patient due to "technical issues". About a week later my bank contacted me that my credit card details were circulating on the internet and I immediately blocked my credit card. Two days later, my withdrawal request was canceled because the bank had returned the transfer (because the card was blocked). So Cadoola's email support (28.04.) wrote me that they need my bank account details to transfer the money to me. I immediately replied to the email with the required data. In the meantime I made another deposit (€100) - this time using my new credit card details - played - won another €500 - made a withdrawal request - and actually got the money credited to my current credit card account about a week later.
But nothing happened to the outstanding €500 on my account. This was followed by countless chats with the support of the site - I also had to send the required data to another e-mail address (kyc@cadoola.com) - until today (2 months) I have not received any e-mail support got only answer. The €500 is also visible as a credit in my account, but I can't create a withdrawal request because a pop-up appears with the text "Account frozen". The chat support was also unable to answer me when my payout would be processed.
Ich habe mich Mitte April bei Cadoola registriert und € 100 mittels Kreditkarte einbezahlt (kein Bonus benutzt). Ich kam dann auf eine Gewinnsumme von € 500 welche ich mir auch auszahlen lassen wollte. Nach einigen Tagen des Wartens kontaktierte ich den Live-Chat mit der Frage, wann es denn zur Auszahlung kommen würde. Sie baten mich aufgrund von "technischer Probleme" um etwas Geduld. Etwa eine Woche darauf kontaktierte mich meine Bank, dass meine Kreditkartendaten im Internet kursieren und ich sperrte daraufhin gleich meine Kreditkarte. Zwei Tage darauf wurde meine Auszahlungsanfrage storniert, da die Bank die Überweisung zurücküberwiesen hatte (weil ja die Karte gesperrt war). Also schrieb mir der E-Mail Support (28.04.) von Cadoola, dass sie meine Bankkonto-Daten benötigen, um mir das Geld zu überweisen. Ich antwortete sofort auf das E-Mail mit den benötigten Daten. In der Zwischenzeit tätigte ich eine weitere Einzahlung (€ 100) - diesmal mit meinen neuen Kreditkartendaten - spielte - gewann weitere € 500 - tätigte eine Auszahlungsanfrage - und bekam das Geld tatsächlich etwa eine Woche darauf auf mein aktuelles Kreditkartenkonto gutgeschrieben.
Aber es passierte nichts mit den aushaftenden € 500 auf meinem Account. Daraufhin folgten unzählige Chats mit dem Support der Seite - ich musste auch ein weiteres mal die benötigten Daten an eine andere E-Mail Adresse senden (kyc@cadoola.com) - von dem E-Mail Support habe ich bis heute (2 Monate) keine einzige Antwort erhalten. Die € 500 sind auch als Guthaben in meinem Account sichtbar, jedoch kann ich keine Auszahlungsanfrage erstellen, weil dann ein Popup kommt mit dem Text "Account frozen". Auch konnte mir der Chat-Support nicht beantworten, wann es zu einer Bearbeitung meiner Auszahlung kommen wird.
Dragi xfabmanx,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KYC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provjere njihove identifikacijske i dokumente, to je jedini način na koji kockarske ustanove mogu završiti procedure verifikacije. Nijedno od ozbiljnih i licenciranih kockarnica ne uzima olako KYC i može potrajati nekoliko radnih dana da se završi ovaj temeljni proces.
Da li sam dobro razumio da se čini da je provjera načina plaćanja jedina prepreka koja stoji između vas i vašeg dobitka?
Nadam se da ćemo moći da Vam pomognemo da rešite Vaš problem što je pre moguće. Jedva čekamo čuti od vas.
Srdačan pozdrav,
Petronela
Dear xfabmanx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Draga Petronela!
Hvala na brzom odgovoru.
Moj problem nije provjera načina plaćanja - već sam primio isplatu na novu kreditnu karticu.
Dao sam svoje bankovne podatke na zahtjev kazina jer kazino želi prenijeti novac na ovo jer je moj izvorni način plaćanja blokiran. Sada na moj stvarni problem - kazino ne odgovara na moje e-mailove, niti je moguće da završim KYC proceduru, kako je znam od drugih provajdera, preko početne stranice. Kada skrenem pažnju na problem u chat podršci, to samo znači da trebam biti strpljiv - što više nije razumljivo nakon 2 mjeseca čekanja.
Srdačni pozdravi
Fabian
Dear Petronela!
Thanks for your quick answer.
My problem isn't verifying the payment method - I've already received a payout to the new credit card.
I have given my bank details as requested by the casino as the casino wants to transfer the money to this because my original payment method is blocked. Now to my actual problem - the casino does not answer my e-mails, nor is it possible for me to complete the KYC procedure, as I know it from other providers, via the homepage. When I draw attention to the problem in the chat support, it just means I should be patient - which is no longer understandable after 2 months of waiting.
Kind regards
Fabian
Liebe Petronela!
Vielen Dank für Ihre rasche Antwort.
Mein Problem ist nicht die Überprüfung der Zahlungsmethode - ich habe ja bereits eine Auszahlung auf die neue Kreditkarte erhalten.
Ich habe wie vom Casino gefordert meine Bankverbindung bekannt gegeben, da das Casino das Geld auf dieses überweisen will, weil meine ursprüngliche Zahlungsmethode gesperrt ist. Nun zu meinem eigentlichen Problem - das Casino antwortet mir nicht auf meine E-Mails, auch ist es mir nicht möglich das KYC-Verfahren, wie ich es von anderen Anbietern kenne, über die Homepage zu absolvieren. Wenn ich im Chat-Support auf das Problem aufmerksam mache heißt es nur ich sollte etwas Geduld haben - was aber nach mittlerweile 2 Monaten des Wartens nicht mehr nachvollziehbar ist.
Mit freundlichen grüßen
Fabian
Hvala vam puno, xfabmanx, na pružanju svih potrebnih informacija. Sada ću prenijeti vašu žalbu kolegi Petru ( peter.m@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem biti riješen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, xfabmanx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo xfabmanx,
Pogledao sam vaš slučaj i shvatio sam situaciju. Ja ću kontaktirati kazino i vidjeti mogu li pomoći. Pozivam Cadoola Casino na razgovor da učestvujem u rješavanju ove žalbe.
Hi xfabmanx,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cadoola Casino to the conversation to participate in the resolution of this complaint.
Dragi svi,
Hvala što ste nas kontaktirali!
Prije svega, željeli bismo se izviniti za nastale neugodnosti u vezi povlačenja vašeg stanja. Nažalost, nismo u mogućnosti locirati nijednu e-poštu od vašeg imena na našu KYC adresu.
Možete li navesti koju ste email adresu koristili prilikom slanja informacija?
Hvala unaprijed!
Srdačan pozdrav,
Cadoola.com
Dear all,
Thank you for contacting us!
First and foremost, we would like to apologise for the caused inconvenience regarding the withdrawal of your balance. Unfortunately, we are not able to locate any emails from your behalf to our KYC address.
Could you please specify which email address was used by you when sending the info?
Thank you in advance!
Best regards,
Cadoola.com
Poštovani kupče,
Hvala na odgovoru!
Nakon što smo provjerili ima li e-pošte sa te adrese, nismo u mogućnosti pronaći nijednu e-poštu za KYC odjel. Da li biste bili ljubazni da ponovo pošaljete e-mail na kyc@cadoola.com ili, ako vam je lakše, dođite na naš chat i ostavite informacije tamo da ih podrška proslijedi?
Hvala unaprijed!
Ako imate bilo kakvih drugih pitanja, slobodno nas kontaktirajte putem Live Chata.
Srdačan pozdrav,
Cadoola.com
Dear Customer,
Thank you for your reply!
Having checked for emails from that address, we are unable to find any emails for the KYC department. Would you be so kind as to send the email again to kyc@cadoola.com or, if you find it easier, come to our chat and leave the info there to be forwarded by the support?
Thank you in advance!
Should you have any other questions, feel free to contact us via Live Chat.
Best regards,
Cadoola.com
Hi Peter!
Podrška me je kontaktirala putem e-maila i dogovorila isplatu za danas - obavijestit ću vas čim novac stigne - hvala vam puno!
Hi Peter!
Support contacted me via email and arranged a payout for today - I'll let you know as soon as the money has arrived - thank you very much!
Hallo Peter!
mich hat der Support via Email kontaktiert und eine Auszahlung für heute veranlasst - ich lasse Sie wissen, sobald das Geld eingegangen ist - vielen Dank!
Hi Peter!
Novac je uplaćen na moj račun - puno hvala na velikoj podršci! Nadam se da je sve ovo bio nesporazum. Hvala još jednom!
Hi Peter!
The money has been credited to my account - many thanks for the great support! I hope this was all a misunderstanding. Thank you again!
Hallo Peter!
Das Geld ist auf meinem Konto eingegangen - vielen Dank für die tolle Unterstützung! Ich hoffe, dass das alles ein Missverständnis war. Vielen Dank noch einmal!
Hvala ti xfabmanx,
Drago mi je čuti da ste primili svoja sredstva. Sada ću žalbu označiti kao 'riješenu' u našem sistemu. Hvala vam što koristite centar za rješavanje žalbi Casino Guru. Ne ustručavajte se kontaktirati nas ako u budućnosti naiđete na bilo kakve probleme s ovim ili bilo kojim drugim kasinom.
Srdačan pozdrav,
Peter
Thank you xfabmanx,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.