Igrač iz Alberta je zahtevao isplatu pre nego što je poslao prigovor. Nažalost, nije još dobio svoje dobitke.
Kazino se zove Casinomoons. Pa 10. oktobra 2022. dva puta sam deponovao 25$, tako da je ukupno 50$ to ono na čemu sam igrao. Znam da ako igrate besplatne okrete ili promocije da ako odete na povlačenje, to vam neće dozvoliti jer su to bili bonusi. Ali to nije slučaj. Igrao sam sa novcem koji sam deponovao i dobio do $2000 i nešto što sam počeo da igram uživo blekdžek je osvojio i izgubio. Odlučio sam na oko 1150,00 dolara da ću povući. Dakle, to sam uradio. Dobitak je stavio u odeljak na čekanju. Nekoliko dana kasnije, pitao sam osobu za pomoć da li je dan za koji sam mislio da je pravi za primanje depozita, oni su se složili da da tog dana kada sam mislio da ću to dobiti. Tako sam nastavio da čekam do tog dana. Proverio sam da još uvek nije primljen pa sam otišao da ih pitam još jednom, a onda sam u to vreme dobio e-poruku od casinomoons-a da je moje povlačenje odbijeno, a oni su čuvali moj dobitak i pokušavali da kažu razlog zašto ga neću dobiti je zato što je moj nalog bio zloupotreba bonusa. Imam ceo ekran razgovora i informacije o povlačenju i besplatnim okretima i svakom potezu koji sam uradio dok sam igrao u tom kazinu. Nakon što sam izvršio povlačenje, da, igrao sam besplatne okrete nakon što je povlačenje već obavljeno, možda su to pomešali ili nešto onda su mislili da koristim besplatne okrete za svoje dobitke ili nešto slično, ali mogu dokazati da je povlačenje bilo pre nego što sam igrao bilo šta besplatnih okretaja. Imam još snimaka ekrana ako želite da vidite razgovor, samo me obavestite ili mi pošaljite e-poštu na j*** 420@gmail.com hvala na vašem vremenu i što ste pregledali moju poruku, hvala Džejsonu Lensu
The casino is called Casinomoons Well on October 10th 2022 I deposited 25$ twice so $50 in total that's what I've been playing on. I know if you play the free spins or the promotions that if you go to withdrawal it won't let you cause they were bonuses. But that's not the case. I was playing with the money I deposited and got up to $2000 and something I started to play live blackjack won and lost. I decided at around $1150.00 I was gonna withdrawal. So that's what I did. It put the winnings into the pending section. A couple days later I asked the help person if the day I thought was right for receiving the deposit they agreed that yes that day I thought I would of got it was correct. So I continued to wait till that day. I checked it was still not received so I went to ask them once more then at that time I received an email from casinomoons about my withdrawal getting rejected and they where keeping my winnings and trying to say the reason why I wasn't gonna get it is because my account was bonus abuse. I have the whole conversation screen shoted and the info about withdraw and free spins and every move I did while playing that casino. After I did the withdrawal yes I did play free spins after the withdrawal was already done maybe they got that mixed up or something then thought I was using the free spins for my winnings or something but I can prove that the withdrawal was before I played any free spins. I have more screen shots if you want to see conversation just let me know or email me at j***420@gmail.com thanks for your time and for looking over my message thanks Jason lance
Dear Smokie333,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Zdravo Kristina, hvala što ste odvojili vreme da mi pomognete da rešim ovaj problem. Da odgovorim na vaše pitanje, to je ne da još dobijem moje povlačenje. Moj ekopajz i
Hello Kristina thanks for taking the time to help me get this issue fixed. To answer your question it's a no to receive my withdrawal just yet. My ecopayz i
Hvala vam na odgovoru, Smokie333. Da li sam dobro razumeo da je kazino konfiskovao vaš pravi novac?
Možete li da prosledite svu relevantnu komunikaciju između vas i kazina na KSKSKSKSKS0@email.kkkkk ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, Smokie333. Do I understand correctly that the casino confiscated your real money winnings?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Puno vam hvala, Smokie333, na saradnji. Vašu žalbu ću sada preneti kolegi Mateju ( KSKSKSKSKS0@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, Smokie333, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.
Zdravo Smokie333,
Žao mi je što čujem za vaše nevolje.
Želeo bih da pozovem predstavnika kazina u slučaj:
Poštovani predstavnici kazina, da li biste mogli da proverite slučaj i objasnite nam šta se dogodilo?
Hello Smokie333,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
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.
Pa šta se dešava ako kazino ne odgovori. Šta se dešava sa mojim povlačenjem mojih dobitaka?? Jer to nije fer nakon toliko vremena koje smo potrošili na ovu žalbu i ništa se ne rešava i ja gubim svoj dobitak.
Hvala još jednom na trudu i vremenu. Nadam se da ste svi imali divne praznike.
Hvala još jednom
Jason Lance
So what happens if the casino doesn't reply. What happens about my withdrawal of my winnings ?? Cause that's not fair after all this time we have spent over this complaint and nothing gets resolved and I loose out on my winnings.
Thanks again for your work and time. I hope you all had wonderful holidays.
Thanks again
Jason Lance
Vidim da je isteklo vreme za kazino moon kazino još uvek nije stigao da odgovori na situaciju šta se sada dešava mogu li još uvek da dobijem svoje povlačenje koje sam tražio da sam osvojio. Hvala Jason Lance
So I see the time is up for casino moon casino still hasn't reached to reply are situation what happens now can I still get my withdrawal that I've requested that I have won. Thanks Jason Lance
Zdravo Smokie333.
Nažalost, ako kazino ne odgovori ovde, nema mnogo posla. Međutim, ovaj kazino je odgovarao na prethodne žalbe, tako da verujem da je kašnjenje samo zbog praznika. Produžujem tajmer do 10.1. - do tada treba da odgovore, ili ću morati da zatvorim žalbu kao nerešenu. (što će uticati na rejting kazina)
Hello Smokie333.
Unfortunately, if the casino won't respond here, there is not much to do. However, this casino was answering previous complaints, so I believe the delay is only because of the holidays. I am extending the timer till 10.1. - till then, they should answer, or I will need to close the complaint as unresolved. (which will have an impact on the casino's rating)
Ako kazino moons kazino ne odgovori, to bi trebalo da pokaže da su u krivu i da obaraju klijente. Kažete da vi ne možete ništa da uradite ako ne odgovore, dok sam ja pokazao sve dokaze sa moje strane da dokažem da postoje ljudi koji prevare. Onda bi trebalo da mogu da prikupim dobitak koji imam. Ako vi gurui ne možete da rešite ove situacije, zašto vas uopšte tražimo da pomognete. Zar niste zbog toga svi ovde da nam pomognete i rešite situacije????
If casino moons casino does not reply then that should show that they are in the wrong and ripping customers off. You say that there is nothing you gurus can do if they don't reply back mean while I've shown all the evidence on my part to prove there are scamming people. Then I should be able to collect the winnings I've one. If you gurus can't resolve these situations then why are we even getting you guys to help. Isn't that why you all are here is to help us and get the situations resolved????
Dragi Smokie333,
Razumem da niste zadovoljni trenutnom situacijom. Ovaj kazino je ranije rešavao žalbe, tako da podnošenje žalbe ovde nije gubilo vaše vreme. Nakon zatvaranja žalbe, rejting kazina će biti snižen, a vaša žalba će biti objavljena kao upozorenje za druge igrače.
Međutim, nadam se da će kazino ponovo otvoriti slučaj kada shvate pad rejtinga i pokušaju da reše situaciju.
(moguće je da se ne javljaju zbog nezgode/promena odgovornog lica itd.)
Ova kazino grupa ima 43 rešene žalbe na našoj veb stranici. Zato vas molim da ostanete optimistični. Razumem da je to neprijatno, ali ne možemo vam pomoći bez pomoći kazina. Dakle, zatvaranje žalbe kao nerešene je najbolji način da nastavite.
DearSmokie333,
I understand that you are unhappy with the current situation. This casino was solving complaints before, so submitting your complaint here wasn't wasting your time. After the complaint is closed, the rating of the casino will be lowered, and your complaint will be published as a warning for other players.
However, I hope the casino reopens the case when they realize a rating drop and try to solve the situation.
(it is possible that they do not reply because of an accident/ changing the responsible person etc.)
This casino group has 43 resolved complaints on our website. So please stay optimistic. I understand it is unpleasant, but we can't help you without casino assistance. So closing a complaint as unresolved is the best way to proceed.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi da pomogne da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Matej
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I am sorry we could not be of more help on this occasion.
Best regards,
Matej
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
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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.