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 Spain had been waiting over two months for a withdrawal from Casinia, having initially been told it would take 3 to 5 days. Despite repeated inquiries, the finance department continued to delay responses and had canceled several of her requests without explanation. The Complaints Team had attempted to contact the casino multiple times but had not received a response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Anjoun Gaming Authority for further assistance.
Igrač iz Španije je više od dva meseca čekao na povlačenje iz Casinije, pošto mu je u početku rečeno da će to trajati 3 do 5 dana. Uprkos ponovljenim upitima, odeljenje za finansije je nastavilo da odlaže odgovore i poništilo je nekoliko njenih zahteva bez objašnjenja. Tim za žalbe je više puta pokušao da kontaktira kazino, ali nije dobio odgovor. Shodno tome, žalba je označena kao 'nerešena', a igraču je savetovano da se za dalju pomoć obrati Upravi za igre na sreću Anžuna.
Zdravo, čekao sam više od dva meseca da dobijem barem prvo povlačenje koje sam zatražio od Casinije. U početku mi je rečeno da je period depozita 3 do 5 dana, a kada sam video da dani prolaze bez odgovora, kontaktirao sam agente za ćaskanje, a odgovor je isti već više od dva meseca: odeljenje finansija kasni, molim vas budite strpljivi. Tokom ova dva meseca ili više, nekoliko mojih zahteva je poništeno bez očiglednog razloga. Kažu samo da je to na odeljenju za finansije, a ne objašnjavaju zašto poništavaju moje zahteve. Još uvek čekam bar prvi depozit.
Hello, I have been waiting for over two months to receive at least the first withdrawal I requested from Casinia. Initially, I was told that the deposit period is 3 to 5 days, and upon seeing that the days passed without a response, I contacted the chat agents, and the response has been the same for over two months: the finance department is delayed, please be patient. During these two months or more, several of my requests have been canceled without apparent reason. They only say it's up to the finance department, and they do not explain why they cancel my requests. I am still waiting for at least the first deposit.
Hola, tengo más de dos meses esperando que me depositen al menos el primer retiro solicitado en Casinia. Me dijeron al inicio que el plazo a depositar es de 3 a 5 días y al ver qué pasaban los días y no tenía respuesta, acudí al chat con los agentes y la respuesta ha sido la misma desde hace más de dos meses, el departamento de finanzas está atrasado, tenga paciencia. En todos estos 2 meses o más me han cancelado varias solicitudes sin razón aparente. Solo dicen que eso es con el departamento de finanzas y ellos no explican el porque cancelan mis solicitudes. Aún sigo esperando al menos el primer depósito.
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Casinia kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno?
Da li ste akumulirali svoje dobitke pravim novcem ili ste koristili bonus?
Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Radujem se vašem odgovoru.
pozdrav,
Nick
Hello jorgeramonhh,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly?
Did you accumulate your winnings with real money or did you use a bonus?
When was the last time you spoke to the casino and what was it about?
Moj nalog je verifikovan pre 3 meseca ili nešto više, nemam tačan datum.
Nikada nisam koristio bonuse, to je pravi novac.
Uvek sam bio u komunikaciji sa Casinijinim live chat-om. Molio sam ih da reše problem, ali odgovor je bio isti, kašnjenja od strane finansijskog odeljenja, zahtevi za povlačenje su otkazani bez očiglednog razloga i pre nekoliko dana je bio poslednji razgovor sa jednim od njihovih agenata i ponovo su me pitali za broj mog bankovnog računa, puno ime, naziv moje banke, imejl, BIC. Rekavši da će mi platiti ručno. još čekam.
Hello friend, good morning.
My account was verified 3 months ago or a little more, I don't have the exact date.
I have never used bonuses, it is real money.
I have always been in communication with Casinia's live chat. Asking them to please solve the problem but the response has been the same, delays on the part of the finance department, withdrawal requests cancelled for no apparent reason and a few days ago was the last conversation with one of their agents and they asked me again for my bank account number, full name, name of my bank, email, BIC. Saying that they were going to make the payments to me manually. I am still waiting.
Hola amigo, buenas.
Mi cuenta está verificada hace 3 meses o un poco más, no tengo la fecha exacta.
Nunca he utilizado bonos, es dinero real.
Siempre he estado en comunicación con el chat en vivo de Casinia. Pidiendo que por favor me resuelvan el problema pero la respuesta ha sido la misma, retraso por parte del departamento de finanzas, solicitudes de retiro canceladas sin razón aparente y hace unos días fue la última conversación con uno de sus agentes y me volvieron a pedir número de cuenta bancaria, nombre completo, nombre de mi banco, correo electrónico, BIC. Diciendo que me iban a realizar los pagos de forma manual. Sigo esperando.
Da li bi bilo moguće proslediti komunikaciju između vas i kazina u vezi sa ovim pitanjem nikolas.b@casino.guru pre nego što pokušamo da dođemo do njih?
Čekam vaš odgovor.
pozdrav,
Nick
Hello jorgeramonhh,
Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru before we would try to reach them?
Hvala vam na pruženoj komunikaciji. Sada ću vašu žalbu proslediti kolegi Petru ( peter.c@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Hello jorgeramonhh,
Thank you for the communication provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Hvala vam jorgeramonhh što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih zamolio Casinia Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i šta možemo da uradimo da pomognemo igraču da dobije svoje dobitke.
Hvala vam!
Hello there,
Thank you jorgeramonhh for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casinia Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
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.
Stalno poništavaju moje zahteve za povlačenje, ne daju mi pozitivan odgovor. Samo moram da čekam. Podneo sam zvaničnu žalbu na Casinijinu imejl za podršku i do sada nisam dobio nikakav odgovor od njih. Nadam se da mi možete pomoći. Hvala.
They keep canceling my withdrawal requests, they don't give me a positive response. I just have to wait. I filed a formal complaint in Casinia's support email and so far I haven't had any responses from them. I hope you can help me. Thank you.
Me siguen cancelando las solicitudes de retiro, no me dan respuesta positiva. Solo que debo esperar. Presente la queja formal en el correo de support de Casinia y hasta ahora no he tenido respuestas de ellos. Ojalá puedan ayudarme. Gracias
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem da kontaktirate Anjoun Gaming Authoriti ( https://eur05.safelinks.protection.outlook.com/GetUrlReputation ) i da im podnesete žalbu. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Obavestite me da li vam treba pomoć oko podnošenja žalbe ili kako su oni odgovorili ako to možete učiniti sami ( peter.c@casino.guru ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Peter
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjoun Gaming Authority (https://eur05.safelinks.protection.outlook.com/GetUrlReputation) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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