The player from Thailand has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Despite our attempts to contact the casino, there has been no response from its side therefore the complaint was closed as unresolved.
Igrač sa Tajlanda je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Uprkos našim pokušajima da kontaktiramo kazino, nije bilo odgovora sa njegove strane pa je žalba zatvorena kao nerešena.
Dragi kazino guru,
Pišem da izrazim svoju frustraciju i nezadovoljstvo sa onlajn kazinom, Eight Storm, u vezi sa nerešenim pitanjem u vezi sa povlačenjem 1560 € sa mog računa. Tražim vašu pomoć u rešavanju ovog pitanja jer situacija traje već skoro 10 dana, a još nisam primio svoju uplatu (do sada sam podigao samo 500 evra)
Prema korisničkoj podršci kazina, kašnjenje je navodno posledica tehničkih problema sa njihovim dobavljačem plaćanja. Više puta su me uveravali da se problem rešava i da strpljivo čekam isplatu. Međutim, kako svaki dan prolazi bez ikakvog napretka ili rešenja, moje poverenje u sposobnost kazina da reši ovu situaciju se smanjuje.
Nalazim se uhvaćen u beskrajnom ciklusu čekanja, što je izazvalo značajne neprijatnosti i finansijske probleme.
Pozivam administratore Casino Gurua da odmah preduzmu akciju i intervenišu u moje ime. Zahtevam da moju žalbu saopštite nadležnom odeljenju u Eight Storm-u i zahtevate brzo rešenje ovog pitanja. Već sam obezbedio neophodnu dokumentaciju i ispunio sve zahteve koje je kazino naveo za proces povlačenja.
Vaša intervencija i podrška u rešavanju ovog spora bi bili veoma cenjeni. Radujem se brzom odgovoru vašeg tima u vezi sa koracima koje ćete preduzeti da rešite ovaj problem.
Hvala vam na pažnji i pomoći.
Dao M.
Dear Casino Guru,
I am writing to express my frustration and dissatisfaction with the online casino, Eight Storm, regarding an unresolved issue concerning the withdrawal of €1560 from my account. I am seeking your assistance in addressing this matter as the situation has been ongoing for almost 10 days now, and I have yet to receive my rightful payment (I withdrew only 500 euro until now)
According to the casino's customer support, the delay is allegedly due to technical problems with their payment provider. They have repeatedly assured me that the issue is being resolved and that I should wait patiently for the payment. However, as each day passes without any progress or resolution, my confidence in the casino's ability to handle this situation diminishes.
I find myself caught in a never-ending cycle of waiting, which has caused significant inconvenience and financial distress.
I implore the Casino Guru administrators to take immediate action and intervene on my behalf. I request that you communicate my complaint to the relevant department at Eight Storm and demand swift resolution to this matter. I have already provided the necessary documentation and complied with all the requirements outlined by the casino for the withdrawal process.
Your intervention and support in resolving this dispute would be greatly appreciated. I look forward to a prompt response from your team regarding the steps you will take to address this issue.
Thank you for your attention and assistance.
Dao M.
Dear muntipathom94,
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
Dear muntipathom94,
Have you received your withdrawal from the casino yet?
Ne, do sada nisam dobio ništa. Ujutru sam kontaktirao kazino. Oni brzo odgovaraju, ali njihovi odgovori su uvek isti: sačekajte, naporno radimo pokušavajući da vam platimo što pre. već 2 nedelje.
No, I have received nothing till now. I have contacted the casino in the morning. They reply fast but their replies are always the same: wait we are working hard trying to pay you asap. 2 weeks already.
Hvala na odgovoru, muntipathom94. Da li ste ranije izvršili uspešna povlačenja? Da li sam dobro razumeo da ste uspešno prošli proces verifikacije?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Thank you for your reply, muntipathom94. Have you made any successful withdrawals before? Do I understand correctly that you have successfully passed the verification process?
Have you accumulated your winnings with or without an active bonus?
Zdravo
Ne, nikada ranije nisam podizao novac u ovom kazinu. I da, dao sam kazinu dokumente za verifikaciju. Takođe. Koristio sam bonus na prvi depozit da sakupim dobitke.
Hello
No, I never made a withdrawal at this casino before. And yes, I did provide the casino with the verification documents. Also. I used the first deposit bonus to accumulate the winnngs.
Možete li da prosledite svu relevantnu komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk ? Alternativno, možete ga objaviti ovde. Hvala unapred.
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.
Imao sam dosta komunikacije sa kazinom. U nastavku navodim neke od odgovora putem e-pošte koje sam dobio od kazina tokom prošlog meseca (sve su reakcije na moj zahtev za plaćanje):
10.07
Zovem se Stiven i ja sam viši specijalista za podršku Eightstorm.
Ljubazno vas molimo za vašu adresu kripto mreže, kako bismo mogli da obradimo vaše povlačenje što je pre moguće.
11.07
Hvala vam što ste dali tražene informacije. Mogu da potvrdim da je vaša mrežna adresa juče poslata našem tehničkom timu i timu za plaćanja, očekujte da će povlačenje biti završeno u roku od 24 do 48 sati.
Hvala vam puno na strpljenju i razumevanju.
13.07
Dobar dan!
Naš tehnički tim i tim za plaćanja još uvek radi na vašem povlačenju.
Cenimo vaše strpljenje i razumevanje.
14.07
Naš tehnički tim još uvek radi na vašem povlačenju; međutim, naišli su na problem sa našim dobavljačem plaćanja. Rade što je pre moguće da isprave situaciju.
Nadamo se da će to biti popravljeno u narednim danima. Iskreno se izvinjavamo zbog kašnjenja i neprijatnosti koje je ovo moglo prouzrokovati.
14.07
Dobar dan!
Prosledio sam vašu e-poštu našem menadžerskom timu. Trenutno, problem sa našim dobavljačem plaćanja još uvek nije rešen i još uvek čekamo da u potpunosti reše problem kako bi mogli da obrađuju vaše povlačenje.
Još jednom molimo za strpljenje i razumevanje dok svi čekamo na popravku.
18.07
Već smo poslali više dodatnih e-poruka odgovarajućem odeljenju koje se bavi vašim povlačenjem.
Iskreno se izvinjavamo, jer mi sami nismo dobili nikakvu povratnu informaciju o našem odgovoru od njih.
Međutim, budite sigurni da će vaš zahtev za povlačenje biti završen čim dobijemo odgovor od odgovarajućeg odeljenja.
Danas ću poslati još jednu e-poštu. (NIKAD NIJE POSLAT)
19.07
Izvinjavamo se, jer nismo dobili nikakav odgovor ili povratnu informaciju.
Vidim da je vaše povlačenje poslato na obradu, naš bankarski tim će vas obavestiti što je pre moguće kada će sredstva biti dostupna.
20.07
Što se tiče plaćanja, obavezali smo se da svoje finansijske obaveze prema vama ispunjavamo brzo i transparentno. Znam da je bilo kašnjenja u obradi vaših uplata, ali imajte na umu da to nije naša standardna praksa. Aktivno istražujemo probleme sa plaćanjem i naš tim radi na tome da što pre ispravi sva neizmirena plaćanja.
Obavestićemo vas čim problem bude rešen.
20.07
Naš tim je istraživao ovo pitanje kako bi identifikovao osnovni uzrok kašnjenja. Iako razumem vašu frustraciju zbog produženog perioda čekanja, pojavile su se određene nepredviđene složenosti, što je doprinelo kašnjenju u rešavanju pitanja povlačenja sa našim provajderom plaćanja.
Budite uvereni da smo vaš slučaj eskalirali na najviši prioritet, a naš tim radi danonoćno na pronalaženju rešenja. Nažalost, zbog prirode tehničkih problema, teško je obezbediti tačan vremenski okvir za rešavanje. Međutim, želim da vas uverim da se svi mogući resursi posvećuju hitnom rešavanju ovog pitanja.
Hvala vam na razumevanju dok radimo na ispravljanju ove situacije
ONDA SAM SAMO PRESTAO DA IH KONTAKTIRAM
DAO
I had a lot of communications with the casino. Below, I list some of the email responses I received from the casino during the last month (all of them are reactions to my request of payment):
10.07
My name is Steven and I'm the Senior Specialist for Eightstorm Support.
We would like to kindly ask for your Crypto Network Address, so that we can process your withdrawal, as soon as possible.
11.07
Thank you for providing the requested information. I can confirm your network address was sent to our technical and payments team yesterday, please expect the withdrawal to be completed within 24 to 48 hours.
Thank you so much for your patience and kind understanding.
13.07
Good day!
Our technical and payments team are still working on your withdrawal.
We appreciate your patience and understanding.
14.07
Our technical team is still working on your withdrawal; however, they’ve encountered an issue with our payment provider. They’re working as quick as possible to rectify the situation.
We are hoping it will be fixed in next coming days. We sincerely apologize for the delay and inconvenience this may have caused.
14.07
Good day!
I have forwarded your email to our management team. Currently, the issue with our payment provider is still not yet fixed and we’re still waiting for them to fully resolved the issue so they can process your withdrawal.
We ask for your patience and understanding once more while we all wait for the fix.
18.07
We have already sent multiple follow up emails to the respective department, handling your withdrawal.
We sincerely apologize, as we ourselves, have not receive any feedback our response from them.
However, please be assured that your withdrawal request will be completed as soon as we receive a response from the appropriate department.
I will send another follow up email today. (WAS NEVER SENT)
19.07
Apologies, as we haven’t received any response or feedback.
I can see your withdrawal has been sent for processing, our banking team will inform you as soon as possible when the funds will be available.
20.07
Regarding the matter of payment, we are committed to fulfilling our financial obligations to you promptly and transparently. I know that there have been delays in processing your payments, but please know that this is not our standard practice. We are actively investigating the payment issues, and our team is working to rectify any outstanding payments as quickly as possible.
We will advise you as soon as the problem has been resolved.
20.07
Our team has been investigating this matter to identify the root cause of the delay. While I understand your frustration with the extended waiting period, certain unforeseen complexities have arisen, contributing to the delay in resolving the withdrawal matter with our payment provider.
Please be assured that we have escalated your case to the highest priority, and our team is working around the clock to find a solution. Unfortunately, due to the nature of technical issues, it is challenging to provide an exact time frame for resolution. However, I want to assure you that every possible resource is being devoted to resolving this matter with utmost urgency.
Thank you for your understanding as we work to rectify this situation
THEN I JUST STOPPED CONTACTING THEM
DAO
I najnoviji odgovor iz kazina danas:
Zdravo Dao,
Iskreno se izvinjavamo zbog užasnog kašnjenja i neprijatnosti.
Još jedan dodatni email je poslat našem timu za plaćanja u vezi sa vašim povlačenjem na čekanju. Samo čekamo da čujemo od njih da bismo dobili neke novosti o ovom aktuelnom problemu.
Kada se čujemo sa timom, poslaćemo vam novosti putem e-pošte.
------
Ista obećanja već skoro mesec dana. Veoma loše iskustvo.
And the newest reply from the casino today:
Hi Dao,
We sincerely apologize for the terrible delay and inconvenience.
Another follow up email has been sent out to our payments team regarding your pending withdrawal. We’re just waiting to hear from them to get some updates on this ongoing issue.
Once we heard from the team, we’ll send you an update via email.
------
Same promises almost a month already. Very bad experience.
Hvala puno, muntipathom94, na saradnji. Sada ću preneti vašu žalbu koleginici Nataliji ( _KSKSKSKSKS_0@email.kkkkk ) koja 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, muntipathom94, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 muntipathom94,
Upravo sam pregledao vaš slučaj i žao mi je što čujem za vaše probleme sa povlačenjem sredstava. Pokušaću da vam pomognem tako što ću kontaktirati kazino. Videćemo šta može da se uradi kada nam odgovore.
Dragi EightStorm Casino, želeo bih da vas pozovem da se pridružite ovom razgovoru i učestvujete u rešavanju žalbe igrača. Da li biste mogli da podelite više informacija u vezi sa slučajem? Navedite koji su razlozi zbog kojih isplata nije obrađena sa vaše strane već mesec dana? Kada igrač može očekivati da će problem biti rešen?
Radujem se unapred tvom javljanju. U slučaju bilo kakvog potkrepljujućeg dokaza, slobodno ga pošaljite na moju e-poštu _KSKSKSKSKS_0@email.kkkkk .
Srdačan pozdrav,
Natalija
Hi muntipathom94,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear EightStorm Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons the payout hasn't been processed from your side for a month already? When can the player expect the issue to be fixed?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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 muntipathom94,
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Upravu za igre na sreću Curacao ( _KSKSKSKSKS_0@email.kkkkk ) i da im podnesete žalbu. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Obavestite me da li vam treba pomoć oko podnošenja žalbe ili kako su oni odgovorili ako to možete sami da uradite ( _KSKSKSKSKS_1@email.kkkkk ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Natalija
Dear muntipathom94,
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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
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.
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.
