The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved when the player confirmed that she had received her withdrawal. We marked the complaint as 'resolved' in our system and appreciated her cooperation.
Igrač iz Italije je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Problem je rešen kada je igračica potvrdila da je primila povlačenje. Označili smo žalbu kao „rešenu“ u našem sistemu i cenimo njenu saradnju.
Dopunio ovaj kazino preko FreeBitcoin-a, u iznosu od 0,14+ BTC, odigrao ulog, koji kao podrška garantuje 1 prema 1. Prošao KIC proceduru, obezbeđujući svu neophodnu dokumentaciju. Pokušavaju da povuku sredstva skoro 2 nedelje, iz raznih razloga ih ne povlače. Bilo je dobro kada je postojao KIC problem. Ali uglavnom su to bili izgovori poput: „Prosledili smo vaš zahtev relevantnom timu" „Imamo tehničkih problema, vaša sredstva su 100% sigurna". I razne druge gluposti od kojih samo odugovlače vreme. Nikada ne daju tačne odgovore i daju samo lažne odgovore o pseudo-relevantnom timu. Ponekad je problematično doći do njih čak i u ćaskanju uživo. Samo zatvaraju žalbe. Sad - ne mogu da im pišem u ćaskanju uživo, samo šalje moje pitanje (navodno) i piše da ću dobiti odgovor na mail (Laž).
Replenished this casino via FreeBitcoin, in the amount of 0.14+ BTC, played back the wager, which as the support assures 1 to 1. Passed the KYC procedure, providing all the necessary documents. Trying to withdraw funds for almost 2 weeks, for various reasons they do not withdraw them. It was good when there was a KYC problem. But mostly it was excuses like: "We have passed your request to the relevant team" ‘We are having technical problems, your funds are 100% safe’. And various other nonsense that just makes them stall for time. They never give accurate answers and only give false answers about a pseudo-relevant team. Sometimes it is problematic to get through to them even in live chat. They just close the appeals. Now - I can not write to them in the live chat, it just sends my question ( allegedly ) and writes that I will get an answer to the mail ( Lie ).
Dear AnnaMar,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Zatvorite ovo, molim vas, dobijam povlačenje
Close this please, i receive withdrawal
Draga AnaMar,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na 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 Trustpilot https://vvv.trustpilot.com/evaluate/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.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
Dear AnnaMar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 Trustpilot https://www.trustpilot.com/evaluate/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,
Nick Bacon
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
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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.
