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.
The player from Greece had successfully increased his deposit to 3,000 euros and had been making withdrawal requests, which were accepted. However, he received an email stating that 3,000 euros would be deducted, claiming it was only won from bonuses, despite his explanations that he had an initial deposit and no bonuses were active in his account. The issue was resolved after the casino acknowledged an error in deducting the balance, confirming that the funds were indeed from real money and restoring the full amount to his account.
Igrač iz Grčke je uspešno povećao svoj depozit na 3.000 evra i podnosio je zahteve za povlačenje, koji su prihvaćeni. Međutim, dobio je mejl u kojem se navodi da će 3.000 evra biti oduzeto, tvrdeći da je osvojeno samo od bonusa, uprkos njegovim objašnjenjima da je imao početni depozit i da na njegovom računu nisu aktivni bonusi. Problem je rešen nakon što je kazino priznao grešku u oduzimanju bilansa, potvrdivši da su sredstva zaista iz stvarnog novca i vratio pun iznos na njegov račun.
27/2 sam uplatio 130 evra i dok sam igrao iznos se povećao na 500+. Tražim povlačenje 500 evra ali sa ostatkom nastavljam da se kockam. Osvojio sam neke novčiće zbog prometa koji sam unovčio i nastavio da igram. Došao sam do tačke povećanja iznosa na 3000 evra za 4 dana. Svaki dan sam podnosio zahtev za povlačenje koji je PRIHVAĆEN. Na mom profilu i u odeljku za bonus mi je pisalo da se iznos normalno može povući i da nemam obavezu za bonus (da prokockam iznos Ks50 na primer). U razgovoru sa tehničkim osobljem uveravali su me da će isplate biti normalno, potrebno je samo da overim bankovni račun, dok sam pre 3 meseca uradio isti postupak i oni su mi stavili iznos od 500 evra u dobitak. Odjednom, treće 3/4, poslali su mi e-mail u kojem su rekli da mi oduzimaju iznos od 3000 € jer je osvojen samo od bonusa. Objasnio sam im da imam novca u njemu i da igram sa svojim dobicima, ali svih ovih dana nigde na mom profilu nije pisalo da imam aktivni bonus (imam snimak ekrana).
On 27/2 I made a deposit of 130 euros and while playing the amount increased to 500+. I am requesting a withdrawal of 500 euros but with the rest I continue to gamble. I win some coins due to turnover which I cashed out and continued to play. I reached the point of increasing the amount to 3000 euros in 4 days. Every day I made a withdrawal request which WAS ACCEPTED. In my profile and in the bonus section it told me that the amount is withdrawable normally and that I have no obligation for the bonus (to gamble the amount X50 for example). In my conversations with the technical staff they assured me that the withdrawals will be made normally I will just need to verify the bank account while 3 months ago I did the same process and they put the amount of 500 euros in my winnings. Suddenly on the third 3/4 they sent me an email saying they were deducting the amount of €3000 from me as it was only won from bonuses. I explained to them that I had money in it and was playing with my winnings, but all these days, nowhere in my profile did it say that I had any bonuses active (I have a screenshot).
Στις 27/2 έκανα κατάθεση 130 ευρώ και παίζοντας το ποσό αυξήθηκε στα 500+.Κανω αίτηση για ανάληψη 500ευρω αλλά με τα υπόλοιπα συνεχίζω να τζιραρω.κερδιζω λόγω τζίρου κάποια coins τα οποία εξαργύρωσα και συνέχιζα να παίζω.εφτασα σε σημείο να αυξήσω το ποσό στα 3000ευρω σε 4 μέρες.καθε μέρα έκανα και μια αίτηση για ανάληψη ή οποία ΓΙΝΟΤΑΝ ΑΠΟΔΕΚΤΗ.Στο προφίλ μου αλλά και στον τομέα μπόνους μου έλεγε ότι το ποσό είναι αναληψιμο κανονικά και ότι δεν έχω καποια υποχρέωση για το μπόνους (να τζιραρω το ποσό Χ50 πχ).Στις συνομιλίες μου με το τεχνικό προσωπικό μου διαβεβαίωναν ότι οι αναλήψεις θα γίνουν κανονικά απλά θα χρειαστεί να κάνω επαλήθευση τον λογαριασμό τράπεζας ενώ πριν 3 μήνες έκανα την ίδια διαδικασία και μου έβαλαν το ποσό των 500€ από κέρδη.Ξαφνικα την τρίτη 3/4 μου έστειλαν έναν μειλ ότι μ αφαιρούν το ποσό των 3000€ καθώς είναι κερδισμένο μόνο από μπόνους.τους εξηγώ ότι και λεφτά είχα μέσα και επαιζα και με τα κερδισμένα μου αλλά και όλες αυτές τις μέρες πουθενά στο προφίλ μου δεν έβγαζε ότι έχω κάποιο μπόνους ενεργό(έχω σκριν σοτ).
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za frustraciju koju ste doživjeli sa svojim povlačenjima i problemom sa svojim dobicima.
Da biste bolje razumeli šta se dogodilo i pomogli vam da napredujete, odgovorite na sledeća pitanja:
Kada ste izvršili početni depozit od 130 €, da li ste primili bonus ili je bilo naznaka da je bonus u to vreme dodat na vaš račun?
Da li ste od kazina primili bilo kakvu komunikaciju ili ažuriranja nakon njihove e-pošte 3/4 u vezi sa odbitakom od 3.000 €?
Da li biste mogli da date snimak ekrana vaše istorije bonusa ili bilo koje relevantne detalje koji pokazuju status vaših bonusa tokom ovog perioda?
Vaša saradnja je od ključnog značaja da nam pomognete da rešimo ovaj problem. Bez neophodnih detalja, nećemo moći da nastavimo sa istragom vaše žalbe. Što više informacija imamo, to bolje možemo da vam pružimo podršku u rešavanju ovog problema.
Ako imate relevantne dokumente ili snimke ekrana, slobodno ih prosledite petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. U međuvremenu, cenimo vaše strpljenje dok istražujemo.
Hvala unapred na odgovoru i saradnji.
Srdačan pozdrav,
Petronela
Dear nontasstavridis,
Thank you very much for submitting your complaint. I’m sorry to hear about the frustration you’ve been experiencing with your withdrawals and the issue with your winnings.
To better understand what happened and help you move forward, could you please answer the following questions:
When you made your initial deposit of €130, did you receive a bonus, or was there any indication that a bonus was added to your account at that time?
Have you received any communication or updates from the casino after their email on 3/4 regarding the deduction of the €3,000?
Would you be able to provide a screenshot of your bonus history or any relevant details that show the status of your bonuses during this period?
Your cooperation is crucial in helping us resolve this issue. Without the necessary details, we won’t be able to move forward with investigating your complaint. The more information we have, the better we can support you in resolving this.
If you have any relevant documents or screenshots, feel free to forward them to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate.
Thank you in advance for your reply and cooperation.
Dobro veče! Kada sam napravio početni depozit, nisam primio niti aktivirao nikakve bonuse (na mom profilu postoji i relevantna fotografija sa tabelom bonusa na kojoj nije bilo aktivnih bonusa za sva 4 dana).
Nakon mejla koji su mi poslali 3.4.2025, svi moji razgovori su se završili tako što su mi poslali mejl koji mi je poslalo odeljenje finansija (priložiću fotografiju mejla)
Poslaću vam snimak ne samo odeljka za bonuse gde se jasno vidi da nisam imao aktivnih bonusa, već i moje istorije dobitaka gde je jasno navedeno da nemam saldo bonusa i da je iznos na mom profilu zapravo evri. Takođe želim da dodam da sam tokom 4 dana komunicirao i sa tehničarem i sa finansijskim odeljenjem kompanije u preko 20 razgovora, uveravali su me da će moja povlačenja biti normalno obavljena kada se završi verifikacija mog računa. To me je uznemirilo jer sam uradio potpuno istu proceduru pre 3 meseca i moj nalog je povučen 3 puta normalno. U mojim pitanjima tehničaru Što se tiče razloga zbog kojih su tražili da ponovo proverim, svaki put je odgovor bio da je sve jednostavno bazirano na protokolu i formalnoj proceduri i moji zahtevi za povlačenje koji su BILI PRIHVAĆENI ne bi imali problema. Na kraju, želim da istaknem da je u mom profilu od 27.2.2025. do 3.4.2025. godine iznos ispisan kao ukupan iznos i da nije bonus proizvod, pa je prilikom postavljanja zahteva za povlačenje (500 evra na svaka 24 sata) zahtev prihvaćen. Još jedan dokaz da je osvojeni iznos bio stvaran iznos je činjenica da sam tokom 4 dana u igri Barbarossa Revange i Barbarossa Doublemak kupio bonuse preko 400 puta, nešto što mi ne bi dozvolilo da kupim bonuse u igrici ako je dobitak bio od bonusa kompanije, jer svi znamo da sa bonus novcem ne možete kupiti samo stvarni bonus u bilo kojoj igri.
Kao što vidite na fotografijama, istorija kaže da je stanje realno i da nema bonus salda.
Good evening! When I made the initial deposit, I did not receive or activate any bonuses (there is also a relevant photo with the bonus table on my profile where there were no active bonuses for all 4 days).
After the email they sent me on 4/3/2025, all my conversations ended up with them sending me the email that the finance department sent me (I will attach a photo of the email)
I will send you a snapshot not only of the bonus section where it clearly appears that I had no active bonuses but also of my winnings history where it is clearly stated that I have no bonus balance and that the amount in my profile is actually euros. I also want to add that for 4 days I had communicated with both the technician and the financial department of the company in over 20 conversations, they assured me that my withdrawals would be made normally once my account verification was completed. This had troubled me because I had done the exact same procedure 3 months ago and my account had been withdrawn 3 times normally. In my questions to the technician As for the reason they asked me to verify again, the answer each time was that everything is simply based on protocol and a formal procedure and my withdrawal requests which HAD BEEN ACCEPTED would not have any problem. Finally, I would like to point out that in my profile from 27/2/2025 to 4/3/2025, the amount was written as the total balance and that it was not a bonus product, therefore when I made withdrawal requests (500 euros every 24 hours), the request was accepted. Another piece of evidence that the amount won was a real amount is the fact that for 4 days in the game Barbarossa Revange and Barbarossa Doublemax I made a purchase game bonuses over 400 times, something that if the winnings were from company bonuses, it wouldn't let me buy bonuses in the game, as we all know that with bonus money you can't buy the bonus feature in any game and this feature is only purchased with real balance.
As you can see in the photos, the history states that the balance is real and that there is no bonus balance.
Καλησπέρα!Οταν εκανα την αρχικη καταθεση δεν ελαβα ουτε ενεργοποιησα καποιο μπονους (υπαρχει και σχετικη φωτο με τον πινακα μπονους στο προφιλ μου οπου δεν ειχε κανενα ενεργο μπονους και για τις 4 μερες).
Μετά το email που μου στειλανε στις 4/3/2025 ολες οι συνομιλιες μου κατεληγαν στον να μου στελνουν το email που μου εστειλε το οικονομικο τμημα(θα παραθεσω φωτο με το email)
Θα σας στειλω στιγμιοτυπο οχι μονο με τον τομεα μπονους οπου ξεκαθαρα φαινεται οτι δεν ειχα καποιο ενεργο μπονους αλλα και με το ιστορικο των νικων μου οπου κ εκει αναγραφεται ξεκαθαρα οτι δεν εχω καποιο υπολοιπο σε μπονους και οτι το ποσο στο προφιλ μου ειναι πραγματικα ευρω.Επισης θελω να προσθεσω οτι για 4 ημερες ειχα επικοινωνησει και με το τεχνικο και με το οικονομικο τμημα της εταιριας σε πανω απο 20 συνομιλιες μου διαβεβαιωναν οτι οι αναληψεις μου θα γινουν κανονικα μολις ολοκληρωθει η επαληθευση του λογαριασμου μου.Αυτο με ειχε προβληματισει γιατι ειχα κανει την ιδια ακριβως διαδικασια 3 μηνες πριν και μου ειχε γινει αναληψη 3 φορες στον λογαριασμο μου κανονικα.Στις ερωτησεις μου στο τεχνικο τμημα για τον λογο που μου ζητουσαν να κανω ξανα επαληθευση η απαντηση καθε φορα ηταν οτι ολα ειναι απλα βαση πρωτοκολλου και μια τυπικη διαδικασια και οι αιτησεις μου για αναληψη μου οι οποιες ΕΙΧΑΝ ΓΙΝΕΙ ΑΠΟΔΕΚΤΕΣ δεν θα ειχαν κανενα προβλημα.Τελος θελω να επισημανω οτι και στον προφιλ μου απο της 27/2/2025 μεχρι και της 4/3/2025 ανεγραφε το ποσο οτι ειναι συνολικο υπολοιπο και οτι δεν ηταν προιον μπονους γ αυτο και οταν εκανα αιτησεις για αναληψη(500 ευρω καθε 24 ωρες)γινοταν αποδεκτη η αιτηση.Άλλο ενα αποδεικτικο στοιχειο οτι το ποσο που κερδηθηκε ηταν πραγματικο ποσο ειναι το γεγονος οτι εγω για 4 ημερες στο παιχνιδι barbarossa revange και barbarossa doublemax εκανα αγορα μπονους παιχνιδιου πανω απο 400 φορες κατι που αν τα κερδη ηταν απο μπονους της εταιριας δεν θα μ αφηνε να κανω αγορα μπονους στο παιχνιδι, καθως ολοι γνωριζουμε οτι με χρηματα μπονους δεν μπορεις να αγορασεις την λειτουργια μπονους σε κανενα παιχνιδι και αυτη η λειτουργια αγοραζεται μονο με πραγματικο υπολοιπο.
οπως βλεπετε στις φωτο στο ιστορικό αναγραφει πως το υπολοιπο ειναι πραγματικο και πως δεν υπαρχει υπολοιπο μπονους.
Hvala vam na detaljnom odgovoru i što ste dali snimke ekrana. Informacije koje ste podelili su od velike pomoći u razumevanju vašeg slučaja.
Da biste dodatno potkrepili svoju žalbu, da li biste takođe mogli da zatražite i prosledite svoju punu istoriju igara iz kazina? Ovo će nam pomoći da detaljnije proverimo prirodu vašeg stanja i transakcija. Ako kazino nudi ovo, pošaljite ga na petronela.k@casino.guru .
Cenimo vašu saradnju i daćemo sve od sebe da pomognemo da se ovaj problem reši što je pre moguće.
Dear nontasstavridis,
Thank you for your detailed response and for providing the screenshots. The information you've shared is very helpful in understanding your case.
To further support your complaint, could you also request and forward your full game history from the casino? This will help us verify the nature of your balance and transactions in more detail. If the casino provides this, please send it to petronela.k@casino.guru.
We appreciate your cooperation and will do our best to help resolve this issue as soon as possible.
Hvala vam puno, nontasstavridis, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti svom kolegi Branislavu ( branislav.b@casino.guru ), koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, nontasstavridis, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Nakon detaljnog internog pregleda, otkrili smo da je stanje korisnika nontasstavridis pogrešno odbijeno i iskreno žalimo što se to dogodilo. Razumemo koliko ovo može biti frustrirajuće i želimo da se izvinimo zbog greške.
Korisnik je zaista ispunio uslove klađenja za bonus bez depozita koji je dobio kao dobitak od besplatnih okretaja u igri Le Bandit. Nakon ispunjenja uslova klađenja, ova sredstva su izgubljena tokom igre. Nakon toga, korisnik je osvojio od ranije postavljenih sportskih opklada svojim pravim novcem. Ovo stanje nije bilo povezano sa bonus sredstvima i nije ga trebalo korigovati.
Dragi nontasstavridis,
U potpunosti smo vratili vaš balans od 3000 EUR. Možete da nastavite da igrate ili zatražite povlačenje u bilo kom trenutku. Iskreno se izvinjavamo zbog prouzrokovanih neprijatnosti i razumemo koliko je za vas važno da se ovakve situacije ne ponove. Zaista cenimo vaše strpljenje i poverenje i posvećeni smo da učinimo sve što je u našoj moći kako bismo vam obezbedili najbolje iskustvo u napredovanju.
Srdačan pozdrav,
Kazino tim Casabet
Dear nontasstavridis and the Casino Guru Team,
After a thorough internal review, we have discovered that the balance of the user nontasstavridis was incorrectly deducted, and we sincerely regret that this happened. We understand how frustrating this can be, and we want to apologize for the mistake.
The user did indeed fulfill the wagering requirements for the no-deposit bonus received as a win from free spins in the game Le Bandit. After meeting the wagering conditions, these funds were lost during gameplay. Subsequently, the user won from sports bets placed earlier with their real money. This balance was not related to bonus funds and should not have been adjusted.
Dear nontasstavridis,
We have fully restored your balance of 3000 EUR. You can continue playing or request a withdrawal at any time. We sincerely apologize for the inconvenience caused, and we understand how important it is for you that such situations do not occur again. We truly appreciate your patience and trust, and we are committed to doing everything we can to ensure you have the best experience moving forward.
Hvala vam, nontasstavridis , na potvrdi i korišćenju centra za rešavanje žalbi Casino Guru. Pošto je problem uspešno rešen, sada ću vašu žalbu označiti kao „rešenu" u našem sistemu. Ne oklevajte da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Hvala vam puno, Casabet.io Casino tim , na pomoći i saradnji!
Srdačan pozdrav,
Branislav, Casino.guru
Greetings guys,
What great news!
Thank you, nontasstavridis, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Thank you very much, Casabet.io Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
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