The player from Germany submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Igrač iz Nemačke je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do danas nisu dobijeni. Igrač je kasnije potvrdio da je povlačenje uspešno obrađeno, pa smo ovu žalbu označili kao rešenu.
Zdravo, prijavio sam se za isplatu 3. jula 2023., ali isplata je na čekanju do danas. U ćaskanju mi samo iznova i iznova govore da im treba više vremena da izvrše plaćanje.
Hello, I applied for a payout on July 3rd, 2023, but the payout is pending until today. In the chat, I'm just told again and again that they need more time to carry out the payment.
Hallo ich habe am 3.7.23 eine Auszahlung beantragt jedoch ist die Auszahlung bis heute auf pendig. Im Chat wird mir immer wieder nur mitgeteilt das sie mehr Zeit brauchen um die Auszahlung durchzuführen.
Dear John_123,
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
Na sajtu kazina piše da se povlačenja obrađuju u roku od 24 sata i da čekam u ćaskanju 2 dana i uvek dobijam iste odgovore da treba da čekam
The casino site says that withdrawals are processed within 24 hours and I've been waiting in the chat for 2 days and I always get the same answers that I should wait
In der Casino Seite steht dass Auszahlungen innerhalb 24 Stunden bearbeitet werden und ich warte seit 2 Tagen im Chat bekomme ich immer dieselben Antworten dass ich noch warten soll
Isplata je stigla uprkos dugom čekanju
The payout has arrived despite a long wait
Die Auszahlung ist angekommen trotz langer wartezeit
Dragi John_123,
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti. Tu smo da pomognemo.
Srdačan pozdrav,
Kristina
Casino.Guru
Dear John_123,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Kristina
Casino.Guru
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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.
