NaslovnaPritužbeCwinz Casino - Depozit igrača nije pripisan na račun.
Cwinz Casino - Depozit igrača nije pripisan na račun.
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Iznos:
10.000 INR
Cwinz Casino
Index sigurnosti:Nizak
Sigurnosni indeks
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Poslato:
19/12/2023
|
Rešeno : 19/01/2024
Rešeno
Naša presuda
Predmet je zatvoren
REŠENO
Rezime slučaja
pre 9 meseci
Prevod
The player from India had deposited ₹10,000 on the Cwinz gaming website, but the money had not been credited to his gaming account. Despite multiple assurances from the casino's support, the issue had remained unresolved after 8 days. After the player had contacted the Complaints Team, we had advised him to contact his payment provider and refrain from making further deposits until the issue was resolved. The player had then communicated with his bank and the casino, providing necessary proof, but the issue had persisted. Later the casino's representative confirmed that the deposited amount was credited to the player's account. The player had confirmed the resolution and the case had been closed.
Igrač iz Indije je deponovao 10.000 ₹ na veb sajtu za igre Cvinz, ali novac nije uplaćen na njegov račun za igre. Uprkos višestrukim uveravanjima podrške kazina, problem je ostao nerešen nakon 8 dana. Nakon što je igrač kontaktirao Tim za žalbe, savetovali smo mu da kontaktira svog dobavljača plaćanja i da se uzdrži od daljeg uplaćivanja dok se problem ne reši. Igrač je tada komunicirao sa svojom bankom i kazinom, pružajući neophodan dokaz, ali problem je i dalje prisutan. Kasnije je predstavnik kazina potvrdio da je deponovani iznos pripisan na račun igrača. Igrač je potvrdio rešenje i slučaj je zatvoren.
Uplatio sam 10000 ₹ na Cvinz veb lokaciju za igre 13. decembra 2030.
Koje sam platio preko UPI-ja.
I izabrao sam način plaćanja Rupeepai2.
Platio sam 10.000 ₹, ali novac nije knjižen na moj račun za igre, pa su mi rekli da će to potrajati 1 sat kada sam razgovarao sa njihovom podrškom.
Ponovo sam kontaktirao nakon 1 sata kada novac nije stigao. Kao podršku mi je rečeno da će novac stići u roku od 24 sata. Protiv njih je zabeležena žalba.
Onda sam čekao 24 sata. Zatim ponovo kontaktiran. U podršci mi je rečeno da moram da čekam još 48 sati.
Onda sam posle čekanja ukupno 72 sata ponovo kontaktirao da nisam dobio novac, a onda su mi rekli da ću morati da čekam još 24-48 sati.
Prošlo je 8 dana, ali još nisam dobio novac.
A njihova podrška je veoma slaba. Svaki agent govori različite stvari u prilog tome.
Daću vam sliku dokaza o plaćanju, kao i snimak razgovora koje sam vodio uz njihovu podršku. Molim vas pomozite mi.
I made deposit of ₹10000 on Cwinz gaming website on 13th December 2030.
Which I paid through UPI.
And I had selected the payment method Rupeepay2.
I paid ₹10000 but the money was not credited to my gaming account so when I spoke to their support they said it would take 1 hour.
I contacted again after 1 hour when the money did not come. In support I was told that the money would come within 24 hours. Complaint has been noted against them.
Then I waited 24 hours. Then contacted again. In support I was told that I have to wait for 48 more hours.
Then after waiting for total 72 hours I contacted them again that I have not received my money then they told me that I will have to wait for 24-48 more hours.
8 days have been completed but I have not received my money yet.
And their support is very poor. Every agent says different things in support of them.
I will give you the image of the payment proof and also the snapshot of the chats I have done with their support. Please help me.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Želeo bih da vas upozorim, da ako vaš depozit nikada nije uplaćen na vaš kazino račun, jedino što možete da uradite je da kontaktirate svog dobavljača plaćanja. Oni moraju da istraže, ali imajte na umu da je to dugotrajan proces koji traje otprilike mesec dana. U ovim slučajevima, kazino ima vezane ruke. U međuvremenu, toplo bih preporučio da ne deponujete više sredstava dok se problem ne reši.
Ako se novac izgubi tokom transakcije, biće potrebno neko vreme pre nego što bude pripisan na vaš kazino račun.
Možete li da nam kažete da li ste već kontaktirali svog dobavljača plaćanja? Idealno bi bilo da i oni budu deo istrage.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear vicky0160,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation too.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Potpuno saosećam sa tvojom frustracijom, vicki0160. Kao što sam ranije pomenuo, proces lociranja i refundiranja vaših sredstava na vaš bankovni račun ili njihovog kreditiranja na vaš kazino račun može potrajati. Da bih kazinu pružio dovoljno prilika da istraži i reši problem, produžiću vremenski okvir za dodatnih 19 dana, čineći ga punim mesecom. Ako do tada ne bude napretka, mi ćemo se umešati i intervenisati. Ostanimo optimisti i očekujmo pozitivne vesti u vezi sa vašim deponovanim sredstvima.
Možete li da nam kažete da li ste već kontaktirali svog dobavljača plaćanja? Idealno bi bilo da i oni budu deo istrage.
Hvala vam unapred na strpljenju i razumevanju.
I completely empathize with your frustration, vicky0160. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 19 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.
Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation too.
Thank you for your patience and understanding in advance.
Kao što sam ranije pomenuo, potpuno saosećam sa tvojom frustracijom, vicki0160. Kao što sam ranije pomenuo, proces lociranja i refundiranja vaših sredstava na vaš bankovni račun ili njihovog kreditiranja na vaš kazino račun može potrajati. Da bih kazinu pružio dovoljno prilika da istraži i reši problem, produžiću vremenski okvir za dodatnih 12 dana, čineći ga punim mesecom. Ako do tada ne bude napretka, mi ćemo se umešati i intervenisati. Ostanimo optimisti i očekujmo pozitivne vesti u vezi sa vašim deponovanim sredstvima. Hvala vam unapred na strpljenju i razumevanju.
As I mentioned previously, I completely empathize with your frustration, vicky0160. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 12 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
Gospodine, skoro 30 dana će biti završeno i razgovarao sam sa svojom bankom. Moja banka je izdala NPCI izveštaj o odobrenju vlade da je uplata završena.
I moja kompanija za igre je otkrila da nisu primili novac.
Moja kompanija traži od mene da razgovaram sa bankom. Razgovarao sam sa bankom. Ne moje banke. Dobio sam izveštaj o transakciji NPCI kao dokaz.
Molim vas pomozite mi. Razgovarajte sa timom za igre i vratite moj novac tako što ćete pokazati dokaz.
Sir, almost 30 days are about to be completed and I have talked to my bank. My bank has issued Government Approval NPCI report that the payment has been completed.
And it is revealed by my gaming company that they have not received the money.
My company is asking me to talk to the bank. I talked to the bank. Not my bank's. I have been given the transaction report of NPCI as proof.
Please help me. Talk to the gaming team and get my money back by showing proof.
Žao mi je što čujem da problem još uvek nije rešen.
Molimo da dostavite svoj bankovni izvod, koji jasno prikazuje transakciju depozita. Izvod treba da bude datiran od dana uplate do danas, kao dokaz da su sredstva napustila vaš račun i da nisu vraćena. Moja mejl adresa je petronela.k@casino.guru .
Hvala vam.
Hi vicky0160,
I'm sorry to hear that the issue is still not solved.
Kindly provide your bank statement, clearly displaying the deposit transaction. The statement should be dated from the day of the deposit until today, serving as evidence that the funds left your account and were not refunded. My email address is petronela.k@casino.guru.
Izvinjavam se zbog neprijatnosti, pregledao sam ovaj slučaj u finansijskom odeljenju poslednjih nekoliko dana i nakon provere sam otkrio da je iznos od 10K ispravljen i dodat vašem stanju 11.01.2024. kao što je prikazano na prikazanom snimku ekrana takođe proverite i potvrdite nam što pre.
Još jednom, iskreno nam je žao zbog kašnjenja i nadamo se da ćemo vam sledeći put bolje služiti.
Hi vicky0160,
This is Moughad from the Cwinz Casino representative.
I'm sorry for the inconvenience, I have been reviewing this case with the financial department for the last few days, and upon checking I found that the amount of 10K has been corrected and added to your balance on 11/01/2024 as shown in the screenshot provided also please check and confirm to us as soon as you can.
Again, we are truly sorry for the delay and we hope to serve you better next time.
Pošto je problem uspešno rešen, sada ćemo zatvoriti žalbu kao „rešenu" u našem sistemu. Hvala vam puno, vicki0160, na vašoj saradnji i potvrdi, i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti. Tu smo da pomognemo.
Srdačan pozdrav,
Petronela
Casino.Guru
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, vicky0160, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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