NaslovnaPritužbeCashiMashi Casino - Povlačenje igrača je odloženo.
CashiMashi Casino - Povlačenje igrača je odloženo.
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Iznos:
4.000 €
CashiMashi Casino
Index sigurnosti:Visok
Sigurnosni indeks
Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
18/09/2023
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Slučaj je zatvoren : 11/01/2024
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Prevod
The player from Norway had reported a discrepancy in his account balance after he withdrew his winnings from an online casino. He had initially won around €16300 and had started to withdraw the amount. He had received €7000 and had €4000 left in his account, but €5000 was missing. The casino had claimed to have transferred the missing €5000 via an e-wallet before a license change. However, they didn't provide proof of this transfer. The remaining balance was requested via a cryptocurrency payout. The player later confirmed that he received the funds via e-wallet but faced delays with the final withdrawal of €4000. Eventually, his account was blocked by the casino, and the issue had remained unresolved as the casino did not respond to the complaints team's queries. The complaint was closed as "rejected" as the player stopped responding to the complaint.
Igrač iz Norveške je prijavio neslaganje u stanju na svom računu nakon što je povukao svoj dobitak iz onlajn kazina. U početku je osvojio oko €16300 i počeo je da povlači iznos. Dobio je 7000 evra i na računu mu je ostalo 4000 evra, ali je nedostajalo 5000 evra. Kazino je tvrdio da je prebacio nedostajućih 5000 evra putem e-novčanika pre promene licence. Međutim, nisu pružili dokaz o ovom transferu. Preostali iznos je zatražen putem isplate u kriptovaluti. Igrač je kasnije potvrdio da je primio sredstva putem e-novčanika, ali se suočio sa kašnjenjima sa konačnim povlačenjem od 4000 evra. Na kraju, kazino je blokirao njegov nalog, a problem je ostao nerešen jer kazino nije odgovorio na upite tima za žalbe. Žalba je zatvorena kao "odbijena" pošto je igrač prestao da odgovara na žalbu.
Zdravo, zdravo, napravio sam nalog i osvojio oko 16300 evra u ovim kazinima. Verifikovao sam svoj račun i počeo da podižem novac. Dobio sam ukupno 7.000 evra, imam 4.000 na svom kazino računu, tako da mi nedostaje 5.000 evra. Tvrdili su da su poslali, ali su mogli da mi daju dokaz.
Priložio sam snimke ekrana za moja povlačenja.
Hello hello, I made an account and won arount 16300 euro at this casinos. I verified my account and started to withdrawal money. I received a total of 7k euro, have 4k in my casino account , so Im missing 5k euro. They claimed that they sent it, but coulnd give me proof.
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise which of the transactions on the screenshots you submitted didn't reach you? Please highlight the specific transactions in question.
Could you please send me the response you received from the casino? My email is tomas@casino.guru
Problem je u tome što sam pre nego što sam napravio bilo kakvo povlačenje imao oko 16 hiljada evra na svom računu. Iznad sam priložio svojih 7 transakcija koje su prošle (7.000 evra) i sada bih na svom računu trebalo da imam 9 hiljada evra, ali imam samo 4 hiljade evra.
Takođe sam razgovarao sa kazinom nekoliko dana pre nego što sam podneo ovu žalbu i rekli su mi na podršci uživo da su mi poslali 5k evra o kojima govorim, ali kada sam zatražio dokaz koji su poslali, jednostavno su me ignorisali. Ionako možemo da vidimo na blokčejnu sve transakcije koje sam dobio od kazina..
Hvala
Hello again,
The problem is that before I made any withdrawal I had around 16k euro in my account. I attached above my 7 transactions that got through ( 7K euro ) and now in my account I should ve had 9k euro, but I only have 4k euro.
Also spoked with the casino days before I made this complaint and they told me on live support that they sent me the 5k euro im talking about, but when I requested proof that they sent, they just ignored me. We can see on blockchain all the transactions I got from the casino anyways..
Hvala vam puno, eriksenvvv31, što ste dali potrebne informacije. Vašu žalbu ću sada preneti kolegi Stefanu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, eriksenvvv31, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Pogledam tvoj nalog. Bilo je malo teško pronaći sve, jer smo imali promenu licence
5000€ je poslato preko Ezee Valltet Vithdravl 20.08.2023, kao što možete videti na snimcima ekrana
Ovo je poslato pre nego što smo promenili licencu. Dok je promena licence na novoj licenci dodata 11387,50€ na saldo.
Igrač je zatražio ostatak uz ltc kripto isplatu. Zato smo proverili njegovu ltc adresu na blokchair-u pošto su nam preko ltc poslata tražena povlačenja.
Stanje igrača je zapravo 4387,50€
ovo je igraču takođe dostavila podrška. Podrška je sve vreme bila u kontaktu sa igračem kao što možete videti na sledećem snimku ekrana.
juče smo mu poslali odgovor finansijskog odeljenja, da su oni proverili blok stolicu i da je sve uspešno preneto
Hvala,
Cashimashi menadžment
Hello Stefan and Eriksenvvv31,
I take a look into your account. It was a little bit tricky to find all, cause we had the licencechange
5000€ were sent via Ezee Walltet Withdrawl on 20.08.2023, like you can see on the screenshots
This were send before we changed the licence. While licence change on the new licence were added 11387,50€ to the balance.
The player requested the rest with ltc crypto payout. So we checked his ltc adress on blockchair as we were sent the requested withdrawls via ltc.
The player balance is actually 4387,50€
this was also submitted to the player by the support. The support was all the time in contact with the player like you can see on the next screenshot.
yesterday we sent him the answer of the financial department, that the blockchair was checked by them and all was successfully transmitted
informacija o blok stolici je napravljena 04.10., zbog čega je prikazano samo 6504,58€ umesto 7000€. Pošto su od tada i dolar i vrednost duga opali. U vreme transakcije vrednost dolara je bila veća od vrednosti evra. Transakcije su prikazane na Blockchair-u u dolarima
the information on blockchair was made on 04.10., which is why only 6504,58€ are displayed instead of 7000€. Since the dollar and the Ltc value have both fallen since then. At the time of the transaction the dollar value was higher than the euro value. The transactions are displayed on the Blockchair in dollars
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 eriksenvvv31,
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.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Zamolili bismo kazino da odgovori na ovu žalbu. Produžujemo tajmer za 7 dana. Ako kazino ne odgovori u predviđenom roku, žalbu ćemo zatvoriti kao „nerešenu", što može negativno uticati na njen rejting.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Zamolili bismo kazino da odgovori na ovu žalbu. Produžujemo tajmer za 7 dana. Ako kazino ne odgovori u predviđenom roku, žalbu ćemo zatvoriti kao „nerešenu", što može negativno uticati na njen rejting.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Razumem da vas ovo mora frustrirati što kazino ne reaguje, ali sam u kontaktu sa kazinom van žalbe. Nadam se da će ovde uskoro doći do odgovora. Produžiću tajmer za dodatnih sedam dana.
Vaše strpljenje je veoma cenjeno.
Hello eriksenvvv31,
I understand this must be frustrating for you that the casino is not responding, but I am in contact with the casino outside of the complaint. I hope they will come up with an answer here soon. I will extend the timer by an additional seven days.
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 eriksenvvv31,
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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