NaslovnaPritužbeExciteWin Casino - Lokalna banka je odbila povlačenje igrača.
ExciteWin Casino - Lokalna banka je odbila povlačenje igrača.
Automatski prevedeno:
Iznos:
500 €
ExciteWin Casino
Index sigurnosti:Veoma visok
Sigurnosni indeks
Kazina sa vrlo visokim indeksom sigurnosti obično su dokazane od strane stotina hiljada igrača dok nemaju nula ili mali broj relevantnih pritužbi. Igranje u kockarnicama sa vrlo visokim indeksom sigurnosti smatramo savršeno sigurnim, jer su dokazali da prema svojim igračima postupaju pošteno.
Poslato:
17/05/2024
|
Rešeno : 30/05/2024
Rešeno
Naša presuda
Predmet je zatvoren
REŠENO
Rezime slučaja
pre 3 meseci
Prevod
The player from Germany had faced issues with a withdrawal of 500 euros from an online casino. The withdrawal, initially processed, was later rejected by the bank as the casino operators did not possess a German license. The player had made several attempts to contact the casino but was unsuccessful in withdrawing his funds. After submitting a complaint and providing relevant communication records, the issue had been taken over by the Complaints Team. The casino had been invited to provide their perspective on the situation. Finally, the player confirmed that the funds had been credited back to his account, leading to the resolution of the complaint. We had thanked the player and the casino for their cooperation.
Igrač iz Nemačke se suočio sa problemima sa podizanjem 500 evra iz onlajn kazina. Povlačenje, koje je prvobitno obrađeno, banka je kasnije odbila pošto operateri kazina nisu posedovali nemačku dozvolu. Igrač je nekoliko puta pokušao da kontaktira kazino, ali nije uspeo da podigne svoja sredstva. Nakon podnošenja žalbe i dostavljanja relevantnih komunikacijskih zapisa, pitanje je preuzeo Tim za žalbe. Kazino je pozvan da iznese svoje viđenje situacije. Na kraju, igrač je potvrdio da su sredstva vraćena na njegov račun, što je dovelo do rešavanja žalbe. Zahvalili smo se igraču i kazinu na saradnji.
5. marta 2024. tražio sam povlačenje 500 evra. Sledećeg dana mi je potvrđeno da je povlačenje obrađeno. Otprilike nedelju dana kasnije, moja banka me je obavestila da je dolaznu uplatu odbila i vratila moja banka jer je Verser Pai Ltd. očigledno provajder platnih usluga koji se bavi obradom plaćanja za operatere kockanja bez nemačke licence.
Mene to u principu ne zanima, ali bih voleo da mi se novac vrati na račun za klađenje kako bih ga onda mogao podići na drugi način.
Od tada jurim za novcem. Niko iz kazina se ne oseća odgovornim za mene. Posle 6 nedelja i 50 mejlova, neko mi je odgovorio. Konsultant je „pokušao" da mi pomogne, ali ni uz njegovu pomoć nisam uspeo da napredujem u podizanju novca već 4 nedelje. Njegova poslednja poruka je bila pre 2 nedelje... Ni ja od tada nisam dobio odgovor.
On March 5, 2024, I requested a withdrawal of 500 euros. The next day, I was confirmed that the withdrawal had been processed. About a week later, my bank informed me that the incoming payment had been rejected and returned by my bank because Verser Pay Ltd. is apparently a payment service provider that handles payment processing for gambling operators without a German license.
I don't care about that in principle, but I would like my money to be credited back to my betting account so that I can then withdraw it in another way.
Since then I've been chasing after the money. No one from the casino feels responsible for me. After 6 weeks and like 50 emails, someone answered me. The consultant "tried" to help me, but even with his help I haven't been able to make any progress in withdrawing my money for 4 weeks. His last message was 2 weeks ago... I haven't had a response since then either.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa EkciteVin kazinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Da li je kazino potvrdio da su im sredstva vraćena nakon što je vaša banka odbila uplatu?
Da li ste imali uspešan isplatu novca iz kazina koristeći druge metode plaćanja?
Možete li da podelite svoju nedavnu relevantnu komunikaciju sa kazinom i bankom koja odbija transakciju? 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
Dear BAR21HEM,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExciteWin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Has the casino acknowledged the funds have been returned to them after your bank rejected the payment?
Did you have any successful cashout from the casino using other payment methods?
Could you please share your recent relevant communication with the casino and your bank refusing the transaction? 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.
Pre svega, hvala vam na podršci. Sada na vaša pitanja:
- u banci su mi potvrdili da će novac biti vraćen. Kazino me je obavestio 24. aprila i 2. maja 2024. da će kontaktirati dobavljača usluga plaćanja Verser Pai Ltd., pošto je novac očigledno vraćen u kazino, pogledajte snimke ekrana.
- Da budem iskren, nikada ranije nisam imao većih problema sa isplatama. Čak je i kasnije povlačenje funkcionisalo glatko. U ovom konkretnom slučaju, prvi put sam koristio jedan od svojih bankovnih računa za povlačenje. Nisam mislio da će ovo biti veliki problem.
- evo dokumenata koje smatram relevantnim
Hello Thomas,
First of all, thank you for your support. Now to your questions:
- the bank confirmed to me that the money would be returned. The casino informed me on both April 24th and May 2nd, 2024 that they would contact the payment service provider Verser Pay Ltd., as money had apparently been returned to the casino, see screenshots.
- to be honest, I've never had any major problems with withdrawals before. Even a later withdrawal worked smoothly afterwards. In this particular case, I had used one of my other bank accounts for the withdrawal for the first time. I didn't think that this would be a big problem.
- here are the documents that I consider relevant
Hallo Thomas,
zunächst einmal vielen Dank für eure Unterstützung. Nun zu deinen Fragen:
- die Bank hat mir bestätigt, dass das Geld retourniert wird. Das Casino teilte mir sowohl am 24.04. als auch am 02.05.24 mit, dass man den Zahlungsdienstleister Verser Pay Ltd. kontaktieren werde, da anscheinend noch Geld an das Casino retourniert wurde, siehe Screenshots.
- um ehrlich zu sein hatte ich vorher nie großartige Probleme mit den Auszahlungen. Selbst eine spätere Auszahlung hat danach noch reibungslos funktioniert. In diesem speziellen Fall hatte ich zum ersten Mal einer meiner anderen Bankkonten zur Auszahlung verwendet. Ich hätte nicht gedacht, dass das zu einem großen Problem wird.
- hier die meiner Meinung nach relevanten Dokumente
Hvala vam puno, BAR21HEM, na pružanju potrebnih informacija. Sada ću vašu žalbu preneti kolegi Pavelu ( pavel.k@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, BAR21HEM, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 Pavel, novac mi je danas konačno vraćen. Slučaj se sada može zatvoriti. Hvala vam puno na trudu i podršci.
Hello Pavel, the money was finally credited back to me today. The case can now be closed. Thank you very much for your effort and support.
Hallo Pavel, das Geld wurde mir heute endlich wieder gutgeschrieben. Der Fall kann also hiermit geschlossen werden. Vielen Dank für eure Mühe und Unterstützung.
Drago mi je da čujem da ste primili svoja sredstva. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Zahvaljujem vam na saradnji i strpljenju, molim vas, ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Takođe, želeo bih da se zahvalim kazinu na pomoći oko ovog pitanja!
Srdačan pozdrav,
Pavel K
Casino Guru tim
Dear BAR21HEM,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
Automatski prevedeno:
Poslali smo Vam e-mail
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.
