Koristimo ocenu Sveži Kazino za prepoznavanje novih kockarnica za koje je još prerano videti kako se odnose prema svojim igračima. Ovu ocenu dajemo kazinima koja su relativno nova na tržištu, imaju niske prihode i nema mnogo pritužbi igrača.
Poslato:
18/09/2024
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Rešeno : 26/09/2024
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pre 1 meseca
Prevod
The player from Norway had requested a withdrawal of 20,000kr from Epicbet two weeks prior, but the funds had not been paid out. Despite multiple communications with customer service and sending various documents, the withdrawal remained unresolved, while another withdrawal of 2,500kr was processed without issues. The Complaints Team had contacted the casino, which confirmed that the delay was due to an issue with the payment provider. The funds were subsequently returned to the casino and re-processed to the player's account, along with an additional bonus as compensation for the inconvenience. The issue was now resolved.
Igrač iz Norveške je dve nedelje ranije zatražio povlačenje 20.000 kr od Epicbeta, ali sredstva nisu isplaćena. Uprkos višestrukim komunikacijama sa korisničkom službom i slanjem raznih dokumenata, povlačenje je ostalo nerešeno, dok je još jedno povlačenje od 2.500 kr obrađeno bez problema. Tim za žalbe je kontaktirao kazino, koji je potvrdio da je do kašnjenja došlo zbog problema sa provajderom plaćanja. Sredstva su naknadno vraćena u kazino i ponovo obrađena na račun igrača, zajedno sa dodatnim bonusom kao kompenzacijom za neprijatnost. Problem je sada bio rešen.
Epicbet nije isplatio moje povlačenje od 30. avgusta. Imao sam brojne prepiske sa korisničkim službama. Poslao razna dokumenta. I dalje nema isplate. Tvrdeći da je tu provajder.
Podigao sam 2500kr sa svim istim bankovnim podacima itd., što je u redu. Iz nekog razloga odbijaju da isplate 20000 kr.
Svaka pomoć bi bila veoma cenjena.
Srdačan pozdrav
Scott g.
Epicbet have not paid out my withdrawal since the 30th Aug. Had numerous correspondence with customer services. Sent various documents. Still no payout. Claiming it is there provider.
I have sine withdrew 2500kr with all the same banking details etc which was actioned ok. For some reason they are refusing to pay out the 20000kr.
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.
Možete li potvrditi da li ste prošli punu KIC verifikaciju?
Da li sam dobro razumeo da ste kasnije izvršili još jedno povlačenje koristeći isti način plaćanja i uspešno primili ove dobitke?
Prosledite mi e-poštu sa objašnjenjem iz kazina u vezi sa neuspehom uplate na veronika.l@casino.guru .
Da li ste sakupili dobitak od 20000 kr sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Spoongreen,
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.
Could you please confirm if you passed the full KYC verification?
Do I understand correctly that you later made another withdrawal using the same payment method and successfully received these winnings?
Kindly forward me the email with the explanation from the casino regarding the failure of your payment at veronika.l@casino.guru.
Have you accumulated the winnings of 20000kr with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Da, ono što su poslali dato je banci. Nisu mogli da ga pronađu. Zatražio sam od Epicbet-a stvarni broj praćenja i referencu transakcije iz očigledno poslate transakcije. Oni mi ne bi dali ovo.
Novac još uvek nije na mom računu. Samo nastavite da dobijate isti odgovor od njih. 'Provajder istražuje'. Takođe sam tražio da Epicbet vrati novac na moj račun kako bih mogao ponovo da podignem iznos, ali su jednostavno ignorisali ovaj zahtev.
Hvala
Scott
Hi Veronika
Yes what they sent was given to the bank. They could not find it. I asked Epicbet for a actual tracking no and transaction reference from the apparent sent transaction. They would not provide me with this.
The money is still not in my account. Just keep getting the same response from them. 'The provider is investigating'. I have also asked that epicbet put the money back in my account so I can withdraw the amount again, but they just ignored this request.
Puno vam hvala, Spoongreen, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@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, Spoongreen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
Hvala Spoongreen što nam je pružio sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih zamolio Epicbet kazino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i šta možemo da uradimo da pomognemo igraču da dobije svoje dobitke.
Hvala vam!
Hello there,
Thank you Spoongreen for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Epicbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Dragi Spoongreen , predstavnica kazina me je kontaktirala da su nakon detaljnog pregleda slučaja otkrili da je kašnjenje u obradi povlačenja nastalo zbog problema na strani provajdera plaćanja, koji je nažalost bio van kontrole kazina. Oni razumeju frustraciju koju je ovo moglo izazvati i iskreno se izvinjavaju zbog neprijatnosti.
Oni su juče od provajdera plaćanja dobili potvrdu da su im sredstva vraćena. Nakon što su primili ovo ažuriranje, oni su odmah ponovo obradili uplatu na vaš nalog. Takođe mi je rečeno da su kao gest dobre volje dodelili vašem nalogu dodatni bonus da nadoknade nastalu neprijatnost. Ovu žalbu ćemo držati otvorenom dok ne potvrdite da je povlačenje uspešno. Obaveštavajte me o daljem razvoju događaja. Hvala unapred!
Dear Spoongreen, the casino representative has contacted me that after thoroughly reviewing the case, they found that the delay in processing the withdrawal was due to an issue on the payment provider's side, which was unfortunately beyond the casino's control. They understand the frustration this may have caused and sincerely apologize for the inconvenience.
Yesterday, they received confirmation from the payment provider that the funds were returned to them. Upon receiving this update, they promptly re-processed the payment to your account. I was also told that as a gesture of goodwill, they have credited your account with an additional bonus to compensate for the inconvenience caused. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you in advance!
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 odvojili trenutak i podelili 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,
Petar
Dear Spoongreen,
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,
Peter
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