NaslovnaPritužbeCasinoly - Povlačenje igrača je odloženo zbog problema sa verifikacijom naloga.
Casinoly - Povlačenje igrača je odloženo zbog problema sa verifikacijom naloga.
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Iznos:
2.165 €
Casinoly
Index sigurnosti:Veoma visok
Sigurnosni indeks
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The player from Germany had successfully withdrawn €1500 using Jeton but encountered issues while trying to withdraw the remaining €2165 with MyFinity and Jeton. Despite multiple attempts and contacting support, she could not upload the necessary verification documents and had not received further communication. The Complaints Team intervened, facilitating communication between her and the casino. Eventually, after numerous document submissions and clarifications, the casino processed her remaining winnings, allowing her to receive the funds. The case was marked as resolved.
Igrač iz Nemačke je uspešno podigao €1500 koristeći Jeton, ali je naišao na probleme dok je pokušavao da podigne preostalih €2165 sa MiFiniti i Jeton. Uprkos višestrukim pokušajima i kontaktiranju podrške, ona nije mogla da otpremi neophodne dokumente za verifikaciju i nije dobila dalju komunikaciju. Tim za žalbe je intervenisao, olakšavajući komunikaciju između nje i kazina. Na kraju, nakon brojnih podnošenja dokumenata i pojašnjenja, kazino je obradio njen preostali dobitak, omogućavajući joj da primi sredstva. Slučaj je označen kao rešen.
Već sam uspešno izvršio isplate u kazinu koristeći Jeton. To je bilo po 500 € 17., 18. i 19. avgusta, tako da sam već uspeo da podignem ukupno 1500 € .
Hteo sam da podignem preostali novac sa MiFiniti i deponovao sam još 20 € kod MiFiniti, na šta sam odmah uložio. Nažalost, tada nisam mogao da povučem preostalih 2165 € preko MiFiniti-a i nisam dobio e-poštu od kazina da moram ponovo da se verifikujem sa MiFiniti dokumentima.
Tako da sam ponovo pokušao da se povučem sa Jetonom, ali ni to nije uspelo. Svaki put kada sam dobio poruku o grešci, koju možete videti na ovom snimku ekrana.
Onda sam otišao na live chat, koji mi je prvo rekao da je možda Jetonova greška i da treba da sačekam malo.
Ali čak ni nedelje kasnije nije uspelo. Vratio sam se na ćaskanje uživo i onda su odjednom rekli da moram da se verifikujem. Međutim, to nisam mogao da uradim na svoj račun jer nisam mogao da učitam dokumente. Tako da su mi poslali e-mail gde bih mogao da kontaktiram podršku, koja će rešiti moj problem.
Podrška mi je tada napisala istu poruku koju mi je rekao u ćaskanju uživo, da moram da verifikujem svoj nalog. Poslao sam im snimak ekrana i rekao im da to nije moguće, ali nažalost od tada me nisu kontaktirali. Zato sam sada ovde i nadam se da možete da mi pomognete po ovom pitanju.
Srdačan pozdrav
Darja K.
I have already successfully made withdrawals in the casino using Jeton. These were €500 each on August 17th, 18th, and 19th, so I have already been able to withdraw a total of €1500 .
I wanted to withdraw the remaining money with MyFinity and deposited another €20 with MyFinity, which I immediately wagered. Unfortunately, I was then unable to withdraw the remaining €2165 with MyFinity and did not receive an email from the casino saying that I had to verify myself again with the MyFinity documents.
So I tried to withdraw with Jeton again, but that didn't work either. Every time I got the error message, which you can see in this screenshot.
Then I went to the live chat, which first told me that it might be an error on Jeton's part and that I should wait a bit.
But even weeks later it didn't work. So I went back to live chat and then they suddenly said I had to verify myself. However, I couldn't do that on my account because I had no way of uploading the documents. So they sent me an email where I could contact support, who would solve my problem.
The support then wrote me the same message that the live chat had told me, that I had to verify my account. I sent them a screenshot and told them that this was not possible, but unfortunately they have not contacted me since. That is why I am here now and hope that you can help me with this matter.
Best regards
Darja K.
Ich habe in dem Casino bereits mit Jeton erfolgreich Auszahlungen getätigt. Diese waren am 17.08, 18.08, und 19.08 je 500€, also insgesamt 1500€ die ich schon auszahlen konnte.
Das restliche Geld wollte ich mit MyFinity auszahlen lassen und habe auch nochmal mit MyFinity 20€ eingezahlt welche ich sogleich umgesetzt hatte. Leider konnte ich danach die restlichen 2165€ nicht mit MyFinity auszahlen und bekam auch keine Email vom Casino, dass ich mich erneut mit den MyFinity Dokumenten verifizieren müsste.
Also habe ich versucht wieder mit Jeton auszuzahlen, doch das funktionierte auch nicht mehr. Es kam jedes Mal die Fehlermeldung, welche Sie in diesem Screenshots einsehen können.
Danach ging ich in den Livechat, der mir zuerst mitteilte, dass es sich eventuell um ein Fehler von Jeton selber handeln könne und ich etwas warten sollte.
Doch auch Wochen später ging es nicht. Also wieder Livechat und dann meinten Sie plötzlich ich müsse mich verifizieren. Allerdings konnte ich das auf meinem Account nicht machen, da ich keine Möglichkeit hatte, die Dokumente hochzuladen. Sie haben mir deswegen eine Email geschickt an welche ich mich an den Support wenden kann, welche mein Anliegen lösen würden.
Der Support hat mir dann das selbe geschrieben, was mir der Livechat mitgeteilt hatte, dass ich mich auf meinen Account verifizieren muss. Ich habe Ihnen einen Screenshot geschickt und Ihnen mitgeteilt, dass dies nicht möglich ist und sie haben sich seither aber leider nicht mehr bei mir gemeldet. Deswegen bin ich nun hier und hoffe, dass Sie mir in dieser Angelegenheit weiterhelfen können.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Da li se vaši zahtevi za povlačenje otkazuju odmah nakon što ih podnesete ili je potrebno neko vreme pre nego što budu odbijeni?
Da li ste pokušali da pristupite svom kazino profilu na drugom pretraživaču ili uređaju da vidite da li kartica za verifikacija tamo funkcioniše ispravno? Ponekad su tehnički problemi specifični za određene uređaje ili pregledače.
Takođe, kada ste poslednji put kontaktirali korisničku podršku u vezi sa statusom verifikacije?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Ninosch,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Are your withdrawal requests being canceled right away after you submit them, or does it take some time before they’re rejected?
Have you tried accessing your casino profile on a different browser or device to see if the verification tab functions properly there? Sometimes, technical issues are specific to certain devices or browsers.
Also, when was the last time you reached out to customer support about your verification status?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Ništa nije otkazano, možete videti na snimku ekrana da uvek dobijam istu poruku o grešci *Radnja povlačenja je ograničena grupom* Uplata čak ni ne izlazi. Bez obzira šta pokušam da iskoristim za isplatu, uvek dobijam istu poruku o grešci. Podrška za ćaskanje i e-poštu su već obavešteni o ovome i takođe sam im poslao snimke ekrana.
U nekom trenutku čet je rekao da se to dešava jer nisam verifikovan i treba da učitam dokumente za verifikaciju. Tada sam im objasnio da to ne mogu da uradim jer nije moguće učitati dokumente na moj nalog. Ovo takođe možete videti na jednom od snimaka ekrana. Obično, kada moram i mogu da se verifikujem, postojala bi opcija da otpremim svoje dokumente pomoću dugmeta i bilo bi opisano koji se traže. Nažalost, ne možete videti ništa od ovoga. Kao što sam rekao, pokušao sam da objasnim ovo u ćaskanju, pa su me zamolili da kontaktiram podršku putem mejla jer bi mogli da mi pomognu. Ali samo su mi napisali isto što i čet, da moram da se verifikujem, a takođe sam im objasnio da moj nalog to nije odobrio. Od tada nisam čuo ništa od kazina.
Pošto je to bilo pre nekog vremena, imao sam dosta vremena da isprobam različite pretraživače i sve ostalo moguće. Ništa nije uspelo.
Na jednom snimku ekrana možete videti istoriju e-pošte i da moja poruka od 29. septembra 2024. još nije odgovorena.
Hvala vam na razumevanju. Nadam se da ćemo naći rešenje.
Srdačan pozdrav
Ninosch
Hello and first of all thank you for your efforts.
Nothing is cancelled, you can see in the screenshot that I always get the same error message *Withdraw action is restricted by group* The payment doesn't even go out. No matter what I try to use to pay out, I always get the same error message. The chat and email support have already been informed about this and I have also sent them screenshots of it.
At some point the chat said that this was happening because I was not verified and I should upload the verification documents. I then explained to them that I could not do that because it was not possible to upload the documents on my account. You can also see this in one of the screenshots. Normally, when I have to and could verify myself, there would be the option of uploading my documents using a button and it would be described which ones are requested. Unfortunately, you cannot see any of this. As I said, I tried to explain this to the chat, so they asked me to contact support by email because they could help me. But they only wrote me the same thing as the chat, that I had to verify myself, and I also explained to them that my account had not authorized this. I have not heard anything from the casino since then.
Since this was some time ago, I've had plenty of time to try different browsers and everything else possible. Nothing worked.
In one screenshot you can see the email history and that my message from September 29, 2024 has not yet been answered.
Thank you for your understanding. I hope we can find a solution.
Kind regards
Ninosch
Hallo und erstmal danke für Ihre Bemühungen.
Es wird nichts storniert, Sie können im Screenshot sehen, dass bei mir immer die selbe Fehlermeldung erscheint *Withdraw action is restrictet by group* Die Zahlung geht gar nicht erst raus. Egal mit was ich versuche auszuzahlen, es ist immer dieselbe Fehlermeldung. Der Chat und auch der Emailsupprt wurden darüber auch schon aufgeklärt und ich habe denen ebenfalls Screenshots davon zugeschickt.
Der Chat meinte dann irgendwann, dass dies passiert, weil ich nicht verifiziert bin und ich sollte die Verifizierungsunterlagen hochladen. Ich habe denen dann erklärt, dass ich das nicht tun könnte, da es auf meinem Account nicht möglich wäre, die Unterlagen hochzuladen. Das können Sie auch in einem der Screenshot sehen. Normalerweise, wenn ich mich verifizieren muss und könnte, wäre dort die Möglichkeit, dass ich mit einem Button meine Dokumente hochladen kann und es ist beschrieben, welche davon angefordert werden. Leider sieht man davon gar nichts.. Das habe ich wie gesagt, dem Chat versucht zu erklären, also haben Sie mich aufgefordert den Support per Email zu kontaktieren, da die mir weiterhelfen können. Doch sie haben mir nur dasselbe geschrieben wie der Chat, dass ich mich verifizieren muss und ich habe auch denen erklärt, dass mein Account dass nicht freigegeben hat. Seither habe ich nichts mehr vom Casino gehört.
Da dies nun schon einige Zeit her ist, hatte ich auch genügend Zeit, verschiedene Browser zu versuchen und alles andere mögliche zu versuchen. Es hat Nichts funktioniert.
In dem einen Screenshot sehen Sie den Emailverlauf und das auf meine Nachricht vom 29.09.2024 auch bisher nicht drauf geantwortet wurde.
Danke für Ihr Verständnis. Ich hoffe wir finden eine Lösung.
Hvala vam puno, Ninosch, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.k@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, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Poslali smo e-poštu klijentu i zatražili da podelimo snimak ekrana poruke o grešci kada pokušavamo da učitamo tražene dokumente kako bismo mogli da proverimo i dodatno pomognemo u skladu sa tim.
najbolje želje,
Casinoli Team.
Hello,
We have emailed the customer and asked to share the screenshot of the error message when attempting to upload the requested documents so we can check and help further accordingly.
Nažalost ne. Napisali ste mi mejl u kome ste po 5. ili 6. put predložili da izbrišem kolačiće i slično i promenim pretraživače. Takođe verovatno niste dobro pročitali poruke ili tiket ovde jer ste me pitali kakva se poruka o grešci pojavljuje prilikom učitavanja dokumenata.
Zatim sam im ponovo jasno stavio do znanja da dugme za učitavanje dokumenata nije ni prikazano. A poruka o grešci se pojavljuje samo kada pokušate da platite. Napisao sam i da bi bilo poželjno da stvar shvatite ozbiljno, a oni su odgovorili da će to proslediti finansijskom timu na dalje razmatranje i da mi se onda vrate. Primio sam ovu e-poštu 18. novembra 2024.
Jednostavno ne razumem šta se dešava i zašto ne funkcioniše.
Unfortunately not. You wrote me an email in which you suggested for the 5th or 6th time that I delete cookies and the like and change browsers. You also probably didn't read the messages or the ticket here properly because you asked me what kind of error message comes up when uploading the documents.
I then made it clear to them again that a button for uploading the documents is not even displayed. And the error message only appears when trying to pay out. I also wrote that it would be desirable if you would take the matter seriously and they replied that they would forward it to the finance team for further review and then get back to me. I received this email on November 18, 2024.
I just don't understand what's going on and why it doesn't work.
Leider nicht. Sie haben mir eine Email geschrieben, in welcher Sie mir zum 5. oder 6. Mal erneut vorschlugen, Cookies und Co zu löschen und den Browser zu wechseln. Ebenfalls haben sie die Nachrichten und auch das Ticket hier wohl nicht richtig gelesen, weil sie mich gefragt haben, was für eine Fehlermeldung beim hochladen der Dokumente kommt.
Ich habe Ihnen dann nochmals klar gemacht, dass ein Button zum hochladen der Dokumente gar nicht erst angezeigt wird. Und die Fehlermeldung nur beim Versuch auszuzahlen auftritt. Ich habe ebenfalls geschrieben, dass es wünschenswert wäre, wenn Sie die Sache nun ernst nehmen würden und sie meinten dann als Antwort darauf dass sie das zur weiteren Prüfung an das Finanzteam weiterleiten würden und sich dann wieder bei mir melden. Diese Mail bekam ich am 18.11.24
Ich versteh einfach nicht was da los ist und warum das nicht funktioniert.
Ljubazno bismo želeli da vas obavestimo da nam je potrebna vaša istorija transakcija vašeg Jeton novčanika snimci ekrana za ceo mesec septembar u PDF datoteci. Sa neokrenutim transakcijama i poslatim i primljenim kako bi se razumeli depoziti i izvor sredstava.
Čekamo vaš odgovor. Hvala vam!
Ako imate dodatnih pitanja, slobodno nas kontaktirajte putem e-pošte ili putem ćaskanja uživo.
najbolje želje,
Casinoli Team
Hello Ninosch,
We hope you receive this email well!
We would kindly want to inform you that we need your transaction history of your Jeton wallet Screenshots for the full month of September in PDF file. With unfolded transactions both sent and received in order to understand deposits and source of funds.
We are waiting for your reply. Thank you!
If you have any additional questions, please, do not hesitate to contact us via email support@casinoly.com or via Live Chat.
Ne razumem šta mislite pod mojim drugim transakcijama, ali dobro. Pogledaću to i poslati vam dokumenta danas.
Hvala na odgovoru.
I don't understand what you mean by my other transactions, but fine. I will look into it and send you the documents today.
Thanks for your answer.
Ich verstehe zwar nicht, was Sie meine anderen Transaktionen angeht, aber gut. Ich werde mich darum kümmern und Ihnen die Unterlagen heute noch zukommen lassen.
Ljubazno bismo vas zamolili da podelite sledeće dokumente kako bismo vam pomogli u verifikaciji vašeg naloga.
Ljubazno bismo želeli da vas obavestimo da su nam potrebne vaše istorije transakcija vašeg Jeton novčanika Snimci ekrana iz septembra sa neokrenutim transakcijama. Što znači, trebalo bi da možemo da vidimo detalje transakcije vašeg Jeton novčanika kome ste poslali uplatu ili od koga ste primili uplatu da bismo razumeli depozite i izvor sredstava.
Predlažemo vam da podelite potreban snimak ekrana kako bismo vam u skladu sa tim mogli dalje pomoći.
Čekam vaš odgovor!
najbolje želje,
Casinoli Team.
Dear Ninosch,
We would kindly request you to please share the following documents to help you with verification of your account.
We would kindly want to inform you that we need your transaction history of your Jeton wallet Screenshots from September with unfolded transactions. Which means, we should be able to see the transaction details of your Jeton wallet to whom you sent the payment or received payment from in order to understand deposits and source of funds.
We kindly suggest you to please share the required screenshot so we can help you further accordingly.
Dragi Casino Guru timu. Izgubio sam sve strpljenje i živce sa kazinom. Poslao sam im sve svoje dokumente nekoliko puta. Čak i na veb lokaciji Casinoli kazina, konačno ste mi omogućili da učitam svoje dokumente i to sam i učinio.
9. decembra sam poslednji put pokušao da vam pošaljem svoja dokumenta, koje ste upravo ponovo zatražili putem ove žalbe.
Casinoli nam se čak zahvalio na dokumentima u odgovoru e-pošte.
Šta još da radim? Ne može biti da moram da šaljem iste dokumente hiljadu puta? A onda traže ista dokumenta iznova i iznova. Zar nemaju pregled i haos je ili šta se dešava?
Molim da Casinoli konačno pažljivije pristupi slučaju, jer mi je zaista dosta.
Hvala
Ninosch
Dear Casino Guru Team. I have lost all patience and nerves with the casino. I have sent them all my documents several times. Even on the Casinoly casino website, you have finally enabled me to upload my documents and I have done that too.
On December 9, I last tried to send you my documents, which you have just requested again via this complaint.
Casinoly even thanked us for the documents in a reply email.
What else should I do? It can't be that I have to send the same documents a thousand times? And then they ask for the same documents over and over again. Do they have no overview and it's chaos, or what's going on?
I ask that Casinoly finally approach the case more carefully, because I've really had enough.
Thank you
Ninosch
Sehr geehrtes Casino Guru Team. Ich hab mittlerweile keine Geduld und Nerven mehr mit dem Casino. Ich habe denen alle Unterlagen mehrmals zukommen lassen. Selbst auf der Casino Website von Casinoly haben Sie es endlich für mich freigeschaltet dass ich meine Dokumente hochladen kann und auch das habe ich getan.
Am 9.12 habe ich das letzte Mal versucht meine Dokumente zukommen zu lassen, welche Sie auch eben erneut über diese Beschwerde angefordert haben.
Casinoly hat sich sogar in einer Antwort Email, für die Unterlagen bedankt.
Was soll ich noch tun? Es kann doch nicht sein, dass ich tausend Mal die selben Dokumente zuschicken muss`? Und dann trotzdem immer und immer wieder nach den selben Dokumenten verlangt wird. Haben die keinen Überblick und Chaos, oder was ist da los?
Ich bitte darum, dass der Fall endlich mal sorgfältiger von Casinoly angegangen wird, denn ich hab langsam echt genug..
Želeli bismo da pojasnimo da do sada nismo dobili tražena dokumenta. Vidimo da ste 18. septembra 2024. primili 500 EUR na svoj Mifiniti račun. Ljubazno vas molimo da nam dostavite objašnjenje i prateću dokumentaciju odakle ta sredstva potiču.
Ljubazno vam predlažemo da podelite potrebno objašnjenje i sve prateće dokumente iz kojih potiču sredstva. Tako da vam možemo dalje pomoći u skladu sa tim i odmah.
Čekam vaš odgovor!
najbolje želje,
Casinoli Team.
Dear Ninosch,
We would kindly want to clarify that we have not received the requested documents as of yet. We can see you received 500 EUR on your Mifinity account on the 18th of September 2024. We kindly ask you to provide us with an explanation and any supporting documents of where these funds originate from.
We kindly suggest you to please share the required explanation and any supporting documents of funds originate from. So we can help you further accordingly and immediately.
Želeli bi da vas obavestimo da zbog činjenice da je Michal, vaš rešavalac prigovora, na odmoru, moramo da produžimo vreme rešavanja za dodatnih 7 dana. Pošto Michal ima najviše informacija oko vaše situacije i ima direktnu komunikaciju sa kazinom, smatramo da je ovo produženje opravdano. Vaše strpljenje je će se isplatiti i uveravamo vas da će vas Michal kontaktirati što pre.
Hvala na razumevanju i strpljenju.
Pozdrav, Casino Guru
Hello Ninosch,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Još jednom vas obaveštavamo da tražena dokumenta do sada nismo dobili. Vidimo da ste 18. septembra 2024. primili 500 EUR na svoj Mifiniti račun. Ljubazno vas molimo da nam dostavite objašnjenje i prateću dokumentaciju odakle ta sredstva potiču.
Molimo vas da nam podelite traženo objašnjenje i sve prateće dokumente iz kojih potiču sredstva. Kada dobijemo tražene detalje, možemo vam dalje pomoći u skladu sa tim i odmah.
Još uvek čekate vaše potrebne detalje!
najbolje želje,
Casinoli Team.
Dear Ninosch,
Once again we inform you that we have not received the requested documents as of yet. We can see you received 500 EUR on your Mifinity account on the 18th of September 2024. We kindly ask you to provide us with an explanation and any supporting documents of where these funds originate from.
We kindly request you to please share the required explanation and any supporting documents of funds originate from. Once we receive the requested details, we can help you further accordingly and immediately.
Iako mi se činilo da ste već dostavili kazino timu traženi dokaz o izvoru sredstava za spornih 500 EUR na vašem Mifiniti računu, čini se da ga kazino tim još uvek nije dobio. Da biste eliminisali bilo kakvu nesigurnost, ljubazno vas molim da ponovo pošaljete informacije i dokaze kazino timu, uveravajući se da uključite moju e-poštu, michal.k@casino.guru , u "Cc." Ovo će nam pomoći da potvrdimo da su dokumenti pravilno dostavljeni kazinu i da nastavimo sa ovom žalbom.
Dear Ninosch,
Although it appeared to me that you have already provided the casino team with the requested source of funds evidence of the disputed 500 EUR in your Mifinity account, it seems the casino team has still not received it. To eliminate any uncertainty, I kindly ask you to resend the information and evidence to the casino team, ensuring to include my email, michal.k@casino.guru, in the "Cc." This will help us confirm that the documents have been properly submitted to the casino and to move on with this complaint.
Dakle. Poslao sam vam MiFiniti bankovni izvod sa svim podacima. Ako ne piše odakle sredstva, verovatno neću moći da ga zapamtim napamet posle 4 meseca. Zato što moj nalog ima potpuno iste informacije kao i podaci koje je kazino primio.
Ali novac najverovatnije dolazi od drugog profita.
Ne mogu reći više o tome.
Šta sada da uradim da kazino dobije odgovor koji ih zadovoljava? Nažalost, ne mogu da radim magiju.
Srdačan pozdrav
So. I sent you the MiFinity bank statement with all the data. If it doesn't say where the funds come from, I probably won't be able to remember it by heart after 4 months. Because my account has exactly the same information as the data that the casino received.
But the money most likely comes from another profit.
I can't say more about it.
What should I do now so that the casino receives an answer that satisfies them? Unfortunately, I can't do magic.
Kind regards
Also. Ich habe Ihnen den Kontoauszug von MiFinity mit allen Daten zugeschickt. Wenn da nicht drauf steht, woher die Mittel kommen, werde ich das wohl nach 4 Monaten kaum noch auswendig wissen. Denn bei mir selber steht ja genau das Selbe, wie die Daten, die das Casino erhalten hat.
Das Geld kommt aber höchstwahrscheinlich aus einem anderen Gewinn her.
Mehr kann ich dazu nicht sagen.
Was soll ich jetzt machen, damit das Casino eine Antwort erhält, welche sie zufrieden stellt. ich kann ja leider nicht zaubern.
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.
Predlažemo vam da kontaktirate Mifiniti podršku i objasnite im da će vam trebati više informacija u vezi sa transakcijom koju ste primili 18. septembra 2024. u iznosu od 500 EUR.
Oni bi trebali biti u mogućnosti da vam pruže detaljne informacije o transakciji. A kasnije, molimo vas da to podelite sa nama.
najbolje želje,
Casinoli Team.
Dear Ninosch,
We would kindly suggest you to please contact Mifinity support and explain to them that you would need more information regarding the transaction you received on 18th of September 2024 in the amount of 500 EUR.
They should be able to provide you with detailed transaction information. And later, please share it with us.
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 Ninosch,
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.
Da li ste mogli da dobijete detaljnije informacije o određenoj transakciji od MiFiniti tima? Ako jeste, da li ste ga prosledili Casinoli timu?
Dear Ninosch,
Were you able to get more detailed information about the certain transaction from the MiFinity team? If yes, have you forwarded it to the Casinoly team?
MiFiniti još uvek nije odgovorio, pa ću pokušati ponovo da kontaktiram MiFiniti.
Međutim, želeo bih da znam šta kazino radi sa mojim drugim depozitima.
Poenta verifikacije je da mogu dokazati da sam to ja. Casinoli je već dobio sve vrste dokumenata za ovo. Pa zašto mi toliko otežavaš i zabijaš glavu u stvari koje se tebe ne tiču? Kako ovaj dokument treba da dokaže da sam to ja? Bio bih zahvalan za rešenje, ako je moguće, kako bih bar razumeo zašto Casinoli traži ova dokumenta.
Srdačan pozdrav
MiFinity still hasn't responded, so I'll try to contact MyFinity again.
However, I would like to know what the casino does with my other deposits.
The point of verification is that I can prove that it is me. Casinoly has already received all kinds of documents for this. So why are you making it so difficult for me and sticking your head in matters that are none of your business? How is this document supposed to prove that it is me? I would be grateful for a solution, if possible, so that I can at least understand why Casinoly is requesting these documents.
Best regards
MiFinity hat immer noch nicht geantwortet. Ich werde demnach versuchen, erneut Kontakt mit MyFinity aufzunehmen.
Allerdings würde ich schon ganz gerne erfahren, was das Casino meine anderen Einzahlungen angeht.
Es geht doch in einer Verifizierung darum, dass ich beweisen kann, dass ich es bin. Dafür hat Casinoly doch schon alle möglichen Unterlagen bekommen. Also warum, machen sie es mir so schwer und stecken ihren Kopf in Angelegenheiten hinein, die sie nichts angehen? Was soll an diesem Dokument bitte nun beweisen, dass ich es bin? Da wäre ich, wenn möglich schon gerne über eine Auflösung dankbar, damit ich zumindest verstehen kann, warum Casinoly diese Dokumente anfordert.
Skrećemo vam pažnju na sledeću tačku Opštih uslova, koju ste prihvatili prilikom kreiranja naloga na našoj veb stranici:
5.1 : - Morate nam dati sve informacije koje možemo zatražiti da bismo upravljali vašim nalogom, verifikovali vaš identitet ili izvor sredstava deponovanih na vaš račun. Ovo uključuje (ali nije ograničeno na) ispravno sertifikovanu ličnu kartu, dokaz o prebivalištu, dokaz o vlasništvu i istoriju transakcija korišćenih metoda plaćanja, uključujući izvode iz banke ili kreditne/debitne kartice itd.
Stoga vam predlažemo da kontaktirate Mifiniti podršku i objasnite im da će vam trebati više informacija u vezi sa transakcijom koju ste primili 18. septembra 2024. u iznosu od 500 EUR.
Oni bi trebali biti u mogućnosti da vam pruže detaljne informacije o transakciji. A kasnije, molimo vas da to podelite sa nama.
Čekamo vaš traženi dokument.
najbolje želje,
Casinoli Team
Dear Ninosch,
We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:
5.1 : - You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.
Hence, we would kindly suggest you to please contact Mifinity support and explain to them that you would need more information regarding the transaction you received on 18th of September 2024 in the amount of 500 EUR.
They should be able to provide you with detailed transaction information. And later, please share it with us.
Dobio sam odgovor od Mifinitija. Istu koju dobijam svaki put. Izgleda da ni tekst ne čitaju kako treba. Zaista je frustrirajuće.
MiFiniti mi je jednostavno poslao još jednu PDF datoteku celokupne istorije transakcija umesto da ulazim u detalje o plaćanju koje sam im objasnio.
Odmah sam odgovorio i ponovo zamolio MiFiniti da mi kaže odakle tačno dolazi uplata od 18. septembra 2024. godine. (Pogledajte istoriju e-pošte na snimku ekrana)
I got a response from Mifinity. The same one I get every time. It seems like they don't even read the text properly. It's really frustrating.
MiFinity simply sent me another PDF file of the entire transaction history instead of going into more detail about the payment that I had explained to them.
I responded immediately and asked MiFinity again to tell me exactly where the payment from September 18, 2024 came from. (See email history in the screenshot)
Ich habe eine Antwort erhalten von Mifinity. Dieselbe die ich jedes Mal erhalte. Es scheint, als lesen sie den Text gar nicht erst richtig durch. Das ist echt frustrierend.
MiFinity hat mir nun einfach wieder eine PDF Datei von dem gesamten Transaktionsverlauf geschickt, anstatt näher auf die Zahlung einzugehen, die ich ihnen erläutert hatte.
Ich habe direkt geantwortet und MiFinity nochmals darauf hingewiesen mir genauer zu sagen, woher die Zahlung vom 18.09.2024 genau stammt. (Siehe Email Verlauf im Screenshot)
Možda pokušajte da jasnije preformulišete svoje pitanje.
„Možete li mi dati kompletne detalje transakcije koja se dogodila 18. septembra 2024. za iznos od 500 EUR, uključujući informacije o pošiljaocu i korisniku? Moram da dostavim potvrdu o detaljima transakcije onlajn kazinu. Radujem se vašem brzom odgovoru."
Verujem da će ova poruka biti razumljiva, čak i za one agente podrške kojima je prethodni zahtev težak za razumevanje.
Dear Ninosch,
Maybe try to rephrase your question more clearly.
"Could you kindly provide me the complete details of the transaction that occurred on September 18, 2024, for the amount of 500 EUR, including information about both the sender and the beneficiary? I need to provide this transaction details confirmation to an online casino. I'm looking forward to your prompt response."
I trust that this message will be understandable, even for those support agents who may find the previous request challenging to grasp.
Shvatam da je ova situacija manje nego idealna i razumem da niste vi krivi. Čini se da možda ne shvataju u potpunosti poruku. Nastavite sa svojim naporima dok ne postignete željeni odgovor.
Možda probaj ovo:
" Molimo vas da mi prosledite kompletne detalje transakcije koja je obavljena 18. septembra 2024. za iznos od 500 EUR. Potrebne su mi informacije i o pošiljaocu i o korisniku ove transakcije. Ove informacije su mi neophodne da potvrdim detalje transakcije u onlajn kazinu. Iako već imam izjavu o istoriji transakcija, u njoj nedostaju bitne informacije koje su mi potrebne, tako da bih vam zahvalan na pružanju potpunih detalja o ovoj transakciji. odgovor."
Dear Ninosch,
I recognise that this situation is less than ideal, and I understand it’s not your fault. It seems like they might not be fully grasping the message. Please continue your efforts until you achieve the desired response.
Maybe try this:
" Please forward me the complete details of the transaction that took place on September 18, 2024, for the amount of 500 EUR. I require information regarding both the sender and the beneficiary of this transaction. This information is necessary for me to confirm the transaction details with an online casino. While I already have the transaction history statement, it lacks the essential information I need, so I would appreciate your assistance in providing the full details of this specific transaction. I look forward to your swift response."
Upravo sam ponovo pokušao da dobijem informacije od MiFiniti. Hvala vam na pomoći po ovom pitanju. Nadajmo se da je to sada shvaćeno.
I have just tried again to get the information from MiFinity. Thank you for your help in this matter. Let's hope that it is now understood.
Ich habe soeben nochmal einen Versuch gestartet, die Infos von MiFinity zu erhalten. Danke für Ihre Mithilfe in der Angelegenheit. Hoffen wir nun, dass es nun verstanden wird.
Sada sam lično istražio, jer MiFiniti nije odgovorio i nadam se da ću moći malo da ubrzam stvari.
Kao što sam i sumnjao, ova isplata od 500 € od 18.09.24. je isplata u kazinu. 100% sam siguran da je to SnatchCasino.
Međutim, već mi je zabranjen pristup ovom kazinu i više ne mogu da se prijavim na svoj nalog.
Ovo je naravno zaista gorko, jer više ne mogu da se prijavim da im pokažem snimak ekrana isplate u kazinu radi poređenja.
Međutim, mogu vam poslati snimke ekrana e-poštom. U jednom možete videti da sam blokiran u SnatchCasinu, a u drugom možete videti informacije o isplati kazina.
Nažalost, trenutno ne mogu da kopiram više snimaka ekrana ovde. Uvek se učitava, ali se snimak ekrana ne pojavljuje.
Srdačan pozdrav
Ninosch
Hello,
I have now done some research myself, as MiFinity has not responded and I am hoping to be able to speed things up a bit.
As I suspected, this €500 payout from 09/18/24 is a casino payout. I am 100% sure that it is SnatchCasino.
However, I have already been banned from this casino and can no longer log into my account.
This is of course really bitter, as I can no longer log in to show them the screenshot of the payout in the casino for comparison.
However, I can send you the screenshots by email. In one you can see that I am blocked at SnatchCasino and in the other you can see the information about the casino's payout.
Unfortunately, I can't copy any more screenshots here at the moment. It always loads, but the screenshot doesn't appear.
Kind regards
Ninosch
Hallo,
Ich habe nun selbständig Nachforschungen betrieben, da MiFinity sich nicht meldet und ich die Hoffnung habe, das Ganze nun etwas beschleunigen zu können.
Wie ich schon vermutet habe, handelt es sich bei dieser Auszahlung vom 18.09.24 von 500€ um eine Auszahlung eines Casinos. Ich bin mir zu 100% sicher, dass es sich hierbei um das SnatchCasino handelt.
Allerdings wurde ich in diesem Casino bereits gesperrt und kann mich nicht mehr auf meinen Account einloggen.
Das ist nun natürlich echt bitter, da ich mich nicht mehr einloggen kann, um ihnen den Screenshot der Auszahlung im Casino als Vergleich darzulegen.
Ich kann Ihnen aber gerne die Screenshots per Email zukommen lassen. In den einen sieht man, dass ich im SnatchCasino gesperrt bin und im anderen nochmals die Informationen zur Auszahlung des Casinos.
Ich kann leider aktuell keine Screenshots mehr hier rein kopieren. Es lädt immer, aber der Screenshot zeigt sich nicht.
Da budem iskren, u šoku sam. Upravo sam hteo da napišem e-poštu za Casinoli i pošaljem vam informacije o depozitu 18. septembra 2024. godine, kada sam video e-poruku od Casinoli-a u kojoj se kaže da je moj nalog sada zatvoren.
Razlog je taj što se nisam pridržavao T&C 5.3. Pogledao sam šta znači T&C 5.3 i otkrio da je kršenje taj što nisam poslao svoja dokumenta na verifikaciju u kazino u roku od 30 dana.
Međutim, kao što svi ovde znamo, ispostavilo se da je ovo teže nego obično jer je kazino tražio dodatne dokumente koji inače nisu neophodni za normalnu verifikaciju.
Mislim da ovo nije u redu sa kazinom i ne vidim zašto je sav trud koji sam uložio u verifikacione dokumente bio uzaludan.
U prilogu su snimci ekrana sa uslovima i odredbama kazina i njihovom e-poštom.
To be honest, I'm in shock. I was just about to write the email for Casinoly and send you the information about the deposit on September 18, 2024, when I saw an email from Casinoly saying that my account had now been closed.
The reason is that I did not comply with the T&C 5.3. I looked up what the T&C 5.3 means and found out that the violation was that I did not send my documents for verification to the casino within the 30 day period.
However, as we all know here, this turned out to be more difficult than usual because the casino asked for additional documents that are not normally necessary for normal verification.
I don't think this is right of the casino and I don't see why all the effort I put into the verification documents was in vain.
Attached are the screenshots with the casino's terms and conditions and their email.
Ich bin ehrlich gesagt gerade geschockt. Ich wollte eben die Email für Casinoly verfassen und Ihnen die Informationen zukommen lassen, zu der Einzahlung am 18.09.24, da sehe ich eine Email vom Casino Casinoly, dass mein Account nun geschlossen wurde.
Die Begründung ist, dass ich die AGB 5.3 nicht eingehalten habe. Ich habe nachgeschaut, was die AGB 5.3 bedeutet und herausgefunden, dass es sich um den Verstoß handelt, dass ich meine Dokumente zur Verifizierung nicht innerhalb der Frist der 30 Tage, dem Casino zugesendet habe.
Wie wir aber hier alle mitbekommen haben, stellte sich das als schwerer heraus, als normal, da das Casino weitere Dokumente forderte, die normalerweise nicht nötig sind für eine normale Verifizierung.
Ich finde das nicht in Ordnung vom Casino und sehe nicht ein, dass ich die ganze Mühe mit den Dokumenten für die Verifizierung, nun umsonst gewesen war.
Anbei die Screenshots, mit den AGB des Casinos und deren Email.
Nedavni odgovor MiFiniti tima izgleda pomalo neobično. Sasvim sam uveren da oni poseduju sve potrebne informacije u svom sistemu; inače, transakcija ne bi bila završena. Čini se da ih njihova politika može ograničiti u otkrivanju ovih informacija. Bez obzira na to, kazino tim ne bi trebalo da vas smatra odgovornim za ovu stvar. Čini se da moramo da radimo sa informacijama koje su nam dostupne.
Dragi Casinoli timu,
Razumem da je proces kroz koji smo prošli trajao mnogo duže nego što smo očekivali, ali želim da istaknem da su kašnjenja prvenstveno nastala zbog vašeg zahteva da igrač podnese određene detalje o transakciji, a da bi dobio ovaj dokument, igrač mora da sačeka MiFiniti tim, tako da kašnjenje zapravo nije prouzrokovao igrač. Nažalost, kako se ispostavilo, čak ni MiFiniti tim nije u mogućnosti da pruži precizne informacije koje su potrebne. Stoga, vaša nedavna e-poruka poslata igraču izgleda prilično neosnovana.
Ako se dobro sećam, igrač je dostavio sve ostale potrebne dokumente za verifikaciju, uključujući standardnu izjavu o MiFiniti novčaniku i objašnjenje koje ukazuje da je sporna transakcija bila dobitna iz drugog kazina. Prema tome, verujem da bi ovo trebalo da bude dovoljno, pošto igrač ne može ništa više da ponudi. Bio bih vam zahvalan ako biste mogli da nastavite sa KIC procesom, a zatim nastavite sa povlačenjem.
Dear Ninosch,
The recent response from the MiFinity team seems somewhat unusual. I am quite confident that they possess all the necessary information in their system; otherwise, the transaction would not have been completed. It appears that their policy may restrict them from disclosing this information. Regardless, the casino team should not hold you accountable for this matter. It seems we must work with the information available to us.
Dear Casinoly Team,
I understand the process we've been through took much longer than expected, but I want to highlight that the delays were primarily due to your request for the player to submit certain transaction details, and to get this document, the player must wait for the MiFinity team, so the delay was not really caused by the player. Unfortunately, as it turned out, even the MiFinity team is not able to provide the precise information needed. Therefore, your recent email sent to the player seems rather unfounded.
If I recall correctly, the player has submitted all other necessary documents for verification, including the standard MiFinity wallet statement and an explanation indicating that the disputed transaction was winnings from a different casino. Therefore, I believe this should be sufficient, as there isn't anything more the player can offer. I would appreciate it if you could move forward with the KYC process and then proceed with the withdrawal.
Ostajem optimista da će se proces verifikacije uspešno završiti u bliskoj budućnosti, pošto su vam svi dokazi koje je igrač mogao da prikupi dostavljeni.
Thank you for your response, Casinoly Casino Team.
I remain optimistic that the verification process will reach a successful conclusion in the near future, as all the evidence the player could have gathered has been submitted to you.
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.
Stvarno više ne razumem kazino. Nažalost, moje strpljenje polako ponestaje.
Kao što vidite, ljubazno sam poslao kazinu još jedan mejl (ovo je, inače, drugi) sa potrebnim informacijama koje su već trebali da vide u ovoj žalbi.
Kao odgovor, dobio sam ovaj odgovor od kazina i stvarno ga ne razumem. Opet, nije jasno šta žele, ili izgleda da nisu ni odgovorili na moja dokumenta i informacije u poslednjem mejlu.
Onda su mi poslali ovaj email. Shvatio sam da sam se zbunio i slučajno dao netačne informacije. Sada sam to proverio i ispravio. Kazino je sada dobio sva potrebna dokumenta.
I really don't understand the casino anymore. Unfortunately, my patience is slowly running out.
As you can see, I have kindly sent the casino another email (this is the second one, by the way) with the necessary information, which they should have already seen in this complaint.
In response, I received this response from the casino and I really don't understand it. Again, it is not clear what they want, or it seems that they have not even responded to my documents and information in the last email.
Then they sent me this email. I realized that I got confused and accidentally gave incorrect information. I have now checked and corrected it. The casino has now received all the necessary documents.
Ich verstehe das Casino wirklich nicht mehr. Meine Geduld ist langsam leider auch am Ende.
Wie Sie sehen, habe ich dem Casino freundlicherweise nochmals eine Email zukommen lassen (im übrigen schon die zweite), mit den nötigen Informationen, die sie eigentlich auch schon in dieser Beschwerde hätten einsehen können.
Als Antwort bekam ich von dem Casino nun diese Antwort und ich verstehe sie wirklich nicht. Wieder wird nicht klar ausgedrückt was sie haben wollen, oder es scheint, sie sind auf meine Dokumente und Informationen in der letzten Email gar nicht eingegangen.
Dann haben sie mir noch diese Email geschickt. Ich habe bemerkt, dass ich durcheinander gekommen bin und ausersehen falsche Angaben mitgeteilt habe. Diese habe ich nun überprüft und korrigiert. Das Casino hat nun alle erforderlichen Dokumente erhalten.
Sada sam dobio ovaj email kao odgovor. Nemam pojma šta sada mogu da uradim. Predao sam sve što sam mogao u kazino i oni još uvek traže dokumente koje sam im već predao 🙁
Now I got this email in response. I have no idea what I can do now. I have submitted everything I could to the casino and they are still asking for documents that I have already submitted to them 🙁
Nun bekam ich als Antwort diese Email hier. Keine Ahnung was ich nun noch machen kann. Alles was ich konnte habe ich dem Casino eingereicht und immer noch verlangen sie nach Dokumenten, die ich Ihnen schon eingereicht habe 🙁
Poslednji snimak ekrana e-pošte koju ste dobili od kazino tima nije najboljeg kvaliteta; međutim, ako sam dobro razumeo, trebalo bi da dobijete svoj dobitak. Oni jednostavno zahtevaju potvrdu o tome gde želite da primite sredstva. Nakon toga, vaš Casinoli nalog će biti zatvoren. Nažalost, ovo je isključivo u kazinu; ako odluče da zatvore vaš nalog, imaju puna ovlašćenja da to učine.
Da li ste imali priliku da odgovorite na tu e-poštu? Ako niste, predlažem da to učinite što je pre moguće kako biste olakšali isplatu vaših sredstava.
Dear Ninosch,
The last screenshot of the email you received from the casino team is not of the best quality; however, if I understood it correctly, you should receive your winnings. They simply require confirmation on where you would like to receive the funds. After that, your Casinoly account will be closed. Sadly, this is solely on the casino; if they decide to close your account, they have the full authority to do so.
Have you had a chance to respond to that email? If you haven't, I suggest doing so at your earliest convenience to facilitate the disbursement of your funds.
Odlične vesti, Ninosch. Drago mi je da ste konačno primili dobitke. Ohrabrujuće je znati da je naše učešće igralo važnu ulogu u rešavanju situacije. Označićemo žalbu kao „rešenu" u našem sistemu. Želimo da se zahvalimo obema stranama na saradnji. Ako ikada naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na TrustpilotRate 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 radi pomoći u vezi sa problemima vezanim za onlajn kazino.
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Michal
Casino Guru
Great news, Ninosch. I'm glad you finally received the winnings. It's heartening to know that our involvement played an important role in resolving the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're 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 TrustpilotRate 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.
Best regards,
Michal
Casino Guru
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