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NaslovnaPritužbeEGB Casino - Povlačenje igrača je značajno odloženo.
EGB Casino - Povlačenje igrača je značajno odloženo.
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EGB Casino
Index sigurnosti:Iznad proseka
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 Finland had been awaiting a withdrawal for a month and was troubled by the casino's removal of the crypto cash-out option in his account. Although he had received two smaller withdrawals, larger payments remained pending, and the casino's response suggested further delays. The Complaints Team had engaged with both the player and the casino to seek clarification and resolution regarding the player's pending withdrawal of $450. Despite attempts to expedite the process by suggesting smaller withdrawal amounts, the casino's restrictions and the player's lack of response ultimately led to the complaint being rejected.
Igrač iz Finske je čekao na povlačenje mesec dana i bio je uznemiren što je kazino uklonio opciju isplate kriptovaluta na njegovom računu. Iako je primio dva manja povlačenja, veće isplate su ostale na čekanju, a odgovor kazina sugerisao je dalja odlaganja. Tim za žalbe je sarađivao i sa igračem i sa kazinom kako bi zatražio pojašnjenje i rešenje u vezi sa povlačenjem 450 dolara na čekanju igrača. Uprkos pokušajima da se proces ubrza predlaganjem manjih iznosa povlačenja, ograničenja kazina i nedostatak odgovora igrača na kraju su doveli do odbijanja žalbe.
Kazino je uklonio opciju za isplatu putem kriptovalute i sada nudi samo P2P metode povlačenja, koje zahtevaju od drugih korisnika da polože pre nego što mogu da primim svoja sredstva. Dobio sam dva povlačenja po 200 i 100 dolara. Međutim, nisam primio nijednu isplatu već duže vreme i počinjem da smatram da me ova situacija zabrinjava. Kazino je odgovorio putem e-pošte, navodeći da samo treba da čekam duže.
Hello,
The casino has removed the option to cash out via crypto and now only offers P2P withdrawal methods, which require other users to deposit before I can receive my funds. I have received two withdrawals of $200 and $100 each. However, I have not received any payments for an extended period, and I am starting to find this situation concerning. The casino has responded via email, stating that I just need to wait longer.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Možete li potvrditi da ste prošli KIC verifikaciju?
Da li ste sakupili svoj dobitak uz pomoć bonusa?
Od kada povlačenje kriptovaluta nije dostupno? Da li je kazino objasnio da li je to privremeno ili ne?
Možete li molim vas da podelite sa mnom vašu komunikaciju sa kazinom? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na tomas@casino.guru , ili postavite snimke ekrana ovde
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear charafsab,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
Since when are crypto withdrawals not available? Did the casino explain whether it's temporary or not?
Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Možete li potvrditi da ste prošli KIC verifikaciju?
da, verifikovan sam
Da li ste sakupili svoj dobitak uz pomoć bonusa?
Ne, nikad ne koristim bonuse
Od kada povlačenje kriptovaluta nije dostupno? Da li je kazino objasnio da li je to privremeno ili ne?
Zahtevao sam da povučem preko kripto pre više od mesec dana i oni su odbili zahtev i uklonili opciju povlačenja kriptovaluta, ostavljajući mi samo opciju da prođem preko p2p gde bih morao da čekam da drugi korisnici polože novac da bih dobio svoj novac .
Možete li molim vas da podelite sa mnom vašu komunikaciju sa kazinom? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na , ili postavite snimke ekrana ovde
Uglavnom sam ćaskao putem podrške uživo, ali evo dva e-poruka koja sam poslao o ovome gde mi je samo rečeno da čekam, kako je razumno da me se traži da čekam kada sam čekao više od mesec dana?
Could you please confirm that you have passed the KYC verification?
yes I am verified
Have you accumulated your winnings with the help of a bonus?
No I never use bonuses
Since when are crypto withdrawals not available? Did the casino explain whether it's temporary or not?
I requested to withdraw via crypto more than a month ago and they refused the request and took crypto withdrawal option away, leaving me with only the option to go through p2p where I would have to wait for other users to deposit for me to get my money.
Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I chatted mostly via live support but here are two emails I sent about this where I’m just told to wait, how is it reasonable to be asked to wait when I waited for more than a month?
Hvala vam puno, charafsab, što ste dali potrebne informacije. Vašu žalbu ću sada preneti kolegi Mateju ( matej.l@casino.guru ) 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, charafsab, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.
Moje ime je Matej i ubuduće ću se pobrinuti za vašu žalbu. Upravo sam pregledao ovaj slučaj i u potpunosti cenim vašu zabrinutost u vezi sa traženom isplatom. Daću sve od sebe da vam pomognem da rešite ovaj problem što je pre moguće.
Želeo bih da pozovem predstavnika EGB kazina da se pridruži razgovoru i učestvuje u istrazi ovog slučaja. Možete li da navedete više detalja o tome zašto se zahtev ovog igrača za povlačenje obrađuje duže nego inače? Takođe bih vam bio zahvalan ako biste nam pružili sve relevantne dokaze.
Hvala vam unapred na strpljenju i saradnji.
Hello charafsab, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of EGB Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
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.
U skladu sa EGB uslovima i odredbama, na koje ste pristali prilikom registracije, možemo postaviti ograničenja za dostupne metode povlačenja i maksimalne i minimalne limite povlačenja u zavisnosti od metoda povlačenja ili za pojedinačne korisnike (Odeljak 7). Metode povlačenja koje su vam dostupne možete pronaći tako što ćete posetiti odeljak Cash Out na vašem nalogu.
According to the EGB Terms & Conditions, which you agreed to upon registration, we may set limits on available withdrawal methods and maximum and minimum withdrawal limits depending on the withdrawal method or for individual users (Section 7). The withdrawal methods available to you can be found by visiting the Cash Out section of your account.
Poštovani charafsab , da li biste mogli da pogledate sve dostupne načine plaćanja na vašem nalogu i potvrdite da li je onaj koji čekate još uvek dostupan? Ako ne, preporučio bih da otkažete povlačenje na čekanju i izaberete drugi metod od dostupnih opcija. Ako možete da mi javite rezultate, to bi bilo veoma cenjeno.
Thank you very much for the reply!
Dear charafsab, could you please have a look at all the available payment methods in your account, and confirm whether the one you are waiting for is still available? If not, I would recommend cancelling the pending withdrawal and select a different method from the available options. If you can let me know the results, that would be much appreciated.
Zdravo, dobio sam dva povlačenja od Revolut-a, sada sam otkazao Vise i MobilePai isplate i poslao ih preko Revolut-a jer nisu popularni, nadam se da će moje povlačenje u Revolut-u od 450$ biti obrađeno brzo, a ne dva meseca kao poslednja.
Hello, I have received two withdrawals from Revolut, now I cancelled the Wise and MobilePay withdrawals and submitted them through Revolut since they are not popular, hopefully my 450$ Revolut withdrawal is processed quickly rather than two months like the last ones.
Hajde da damo kazinu malo vremena da obradi poslednju uplatu - nadamo se da više neće biti problema. Obavestite me čim novac stigne, inače ćemo se dodatno raspitati u kazinu u ponedeljak.
Seems like things are moving in the right direction. :)
Let's give the casino some time to process the last payment - hopefully there will be no further issues. Please let me know as soon as the money comes through, otherwise we will inquire further with the casino on Monday.
Želeo bih da pitam EGB Casino da li možete da nam date informacije o statusu poslednjeg povlačenja, koje je odobreno 26/01. hvala puno :)
Good day,
I would like to ask EGB Casino if you can give us any update on the status of the last withdrawal, which has been approved on 26/01. Thank you very much :)
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.
Korisnik koristi P2P metod. Imamo decentralizovan sistem za P2P metode, što znači da jedan korisnik podnosi zahtev za povlačenje, dok drugi bira i obrađuje plaćanje. Brzina kojom se ispunjava određeni zahtev za povlačenje zavisi od načina povlačenja i iznosa.
The user is using the P2P method. We have a decentralized system for P2P methods, meaning that one user submits a withdrawal request, while another selects and processes the payment. The speed at which a particular withdrawal request is completed depends on the withdrawal method and the amount.
Bojim se da u ovom slučaju moramo samo da sačekamo malo duže, jer ovaj P2P metod ostavlja mnogo prostora za odlaganje. S obzirom na to koliko je vremena bilo potrebno za obradu prethodnih povlačenja, daćemo par dana da vidimo da li će uspeti. Obavestite nas ako u međuvremenu primite odobrenje uplate 26/01 i da li je to poslednje povlačenje na čekanju.
Hvala.
Dear charafsab.
I'm afraid in this case we just have to wait a tad longer, as this P2P method leaves a lot of room for delays. Given how long it took to process the previous withdrawals, we'll give it couple of days and see if it gets through. Please, let us know if you receive the payment approved on 26/01 in the meantime, and if it is the last withdrawal pending.
Ne mislim da ću uskoro dobiti isplatu jer podrška tvrdi da mogu da dobijem delimična povlačenja, iako sam tražio 450$. Kažu da ako korisnik uplati 100$, ja mogu dobiti taj iznos, sa preostalih 350$. Ali to nije tačno, pošto sam dobio samo pune iznose. Dakle, ako želim da se moje povlačenje desi brže, moraću nekako da smislim uobičajeni iznos kao što je 100$ i ponovo pošaljem 100$ povlačenja, pošto kazino sada naplaćuje više od jednog povlačenja mesečno.
I don’t think I’ll receive the payment anytime soon because the support claims I can receive partial withdrawals, even though I requested 450$. They say if a user deposits 100$, I can get that amount, with 350$ remaining. But that’s not true, as I’ve only received full amounts. So, if I want my withdrawal to happen faster, I’ll need to somehow come up with a common amount like 100$ and resubmit 100$ withdrawals, since the casino now charges for more than one withdrawal per month.
Ova situacija je zaista frustrirajuća, ali izgleda da se uplate obrađuju – iako neverovatno sporo.
Da li biste mogli da mi pošaljete svoju istoriju povlačenja, da bismo bar mogli da pretpostavimo proces plaćanja u kazinu, molim? Ili ih postavite u ovoj temi kao priloge ili ih pošaljite direktno na moju e-mail adresu matej.l@casino.guru .
Hvala.
This situation is frustrating indeed, but it seems like the payments are being processed - although incredibly slowly.
Would you be able to send me your withdrawal history, so we can at least guesstimate the casino's payment processing, please? Either post them in this thread as attachements, or send them directly to my e-mail address matej.l@casino.guru.
Čini se da se sve iznad 200$ poništava, a jedina nedavna povlačenja koja su uspela nisu više od 100$. To ne izgleda previše obećavajuće jer bi razdvajanje zahteva za povlačenje na više plaćanja trajalo pet meseci ili biste morali da platite 4% naknade za obradu svake dodatne transakcije.
EGB Casino da li postoji razlog za ograničavanje povlačenja ovog igrača na ovaj način? Ako je tako, svaki osetljivi dokaz se može poslati direktno na moju e-poštu matej.l@casino.guru . U suprotnom, da li biste bili voljni ili da date prioritet ovoj poslednjoj transakciji, ili ponovo otvorite mogućnost igrača da se povlači putem kriptovalute, da biste ubrzali rešavanje ovog problema?
Thank you for the screenshots provided.
It seems like anything above 200$ gets cancelled and the only recent withdrawals that made it through are of no more than 100$. That doesn't look too promising as splitting the withdrawal request into more payments would either take five months, or you would have to pay 4% procesing fee on each of the extra transactions.
EGB Casino is there any reason for limiting this player's withdrawals like this? If so, any sensitive evidence can be sent directly to my e-mail matej.l@casino.guru. Otherwise, would you be willing to either prioritise this last transaction, or re-open player's ability to withdraw via crypto, to speed up the resolution of this issue?
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.
Otkazali smo korisnikovo povlačenje samo jednom kada smo ograničili njihove metode povlačenja. U drugim prilikama je ili sam otkazao isplate, ili je to uradio sistem zbog ograničenja. Kripto povlačenja nisu mu dostupna. Međutim, Revolut P2P je dostupan. Želim da istaknem da je 95% njihovih depozita napravljeno ovim metodom.
Korisnik zaista može dobiti manje iznose, u zavisnosti od potražnje za njima. Međutim, preostali iznos ostaje u redu za povlačenje u takvim slučajevima.
We canceled the user's withdrawal only once when we restricted their withdrawal methods. On other occasions, he either canceled the withdrawals himselves, or the system did so due to the restriction. Crypto withdrawals are not available to him. However, Revolut P2P is accessible. I'd like to point out that 95% of their deposits were made using this method.
The user may indeed receive smaller amounts, depending on the demand for them. However, the remaining balance stays in the withdrawal queue in such cases.
Dragi charafsab, kako bi bilo da pokušate da podignete kroz manje iznose (oko 100 po transakciji) i da ih na ovaj način ubrzate? Nadamo se da će to ubrzati proces. Osim ako nemate drugu ideju?
Thank you for the clarification.
Dear charafsab, how about trying to withdraw through smaller amounts (about 100 per transaction) and quing them up this way? Hopefully that would speed up the process. Unless you have another idea?
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.
Dragi charafsab , bojim se da se ne može mnogo postići bez saradnje sa kazinom. Ako želite da sačekate, mogu zameniti tajmer na vaš način, pod uslovom da nas svako malo obavestite da li dobijate novac od EGB-a.
Alternativno, možete mi javiti koliko novca još nije u procesu, a ja mogu da prilagodim „iznos žalbe", a zatim zatvorim slučaj kao nerešen. To će uticati na ocenu kazina, i ako na kraju budete plaćeni - ili kazino odluči da reši ovaj problem - status se može promeniti u rešen ili slučaj ponovo otvoriti. Znam da je ovo daleko od idealnog, ali molim vas, znam šta biste želeli da radite.
Dear charafsab, I'm afraid there is not much that can be achieved without cooperation from the casino. If you wish to wait, I can swap the timer your way, provided you let us know every now and then whether you are getting any money from EGB.
Alternatively, you can let me know how much money is still not being processed, and I can adjust the "complaint amount", then close the case as unresolved. That will impact the casino rating, and if you eventually get paid - or the casino decides to address this issue - the status can be changed to resolved, or the case reopened. I know this is far from ideal, but please, me know what would you like to do.
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 charafsab,
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.
Nažalost, igrač nije odgovorio na moje poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora osim da „ odbijemo" ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to my messages and questions. Consequently, we are unable to investigate further and have no choice but to 'reject' this complaint.
The player can reopen this complaint at any time.
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