The player from Germany had requested a withdrawal three weeks prior after fulfilling the welcome bonus conditions but experienced delays due to repeated requests for additional verification documents. There had been no communication from the casino since December 23, 2024, and the withdrawal remained unprocessed. The Complaints Team had attempted to engage the casino for clarification and resolution but ultimately closed the complaint as 'unresolved' due to the casino's lack of response.
Igrač iz Nemačke je zatražio povlačenje tri nedelje ranije nakon što je ispunio uslove bonusa dobrodošlice, ali je doživeo kašnjenja zbog ponovljenih zahteva za dodatnim dokumentima za verifikaciju. Od 23. decembra 2024. nije bilo komunikacije iz kazina, a povlačenje je ostalo neobrađeno. Tim za žalbe je pokušao da angažuje kazino radi pojašnjenja i rešenja, ali je na kraju zatvorio žalbu kao „nerešenu“ zbog nedostatka odgovora kazina.
Ovde sam igrao bonus dobrodošlice, pridržavao se uslova promocije i hteo sam da se povučem.
Nakon ovoga je usledila duga prepiska u kojoj su od mene više puta tražili da pošaljem dodatna dokumenta na proveru. Od 23.12.24. vlada potpuna tišina i više mi ne odgovaraju. Nije stiglo ni povlačenje.
I played the welcome bonus here, adhered to the promotion conditions, and wanted to withdraw.
Following this was a lengthy correspondence where I was repeatedly asked to send additional documents for verification. There has been complete silence since 23.12.24, and they are no longer responding to me. The withdrawal has not arrived either.
Ich habe hier den Willkommensbonus gespielt, habe mich an die Angebotsbedingungen gehalten und wollte auszahlen.
Daraufhin folgte ein lange Korrespondenz, bei denen ich immer wieder weitere Dokumente für die Verifizierung schicken sollte. Seit dem 23.12.24 herrscht Funkstille und sie antworten mir nicht mehr. Die auszahlung kam auch nicht an
Poštovani JimSPheb18,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata KIC olako i može potrajati nekoliko radnih dana da se ovaj temeljni proces završi.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
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 JimSPHeb18,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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.
zdravo,
jesam
Crpito transakcije u CSV formatu u poslednjih 30 dana (prvo je zatraženo u PDF formatu, a zatim je zatraženo da ga pošaljem u CSV formatu - poslao sam to 12.12.24.
u PDS formatu je tada zatraženo 21.12, što sam i poslao istog dana
Kopija lične karte (više kopija) - poslao sam 24.12.12.
Dokaz o adresi - ovo sam poslao 12.12.24
Slika na kojoj držim ličnu kartu i jasno pokazujem lice i ličnu kartu - poslao sam 24.12.
Posle toga se neko vreme ništa nije dešavalo i sada, kada sam pitao, igra je počela iznova i ponovo su mi poslali isti mejl sa uslovima verifikacije.
Ponovo sam im poslao fajlove 03.01.2025
Hello,
I have
Crpyto transactions in CSV format of the last 30 days (first it was requested in PDF format, then I was asked to send it in CSV format - I sent that on 12.12.24
in PDS format it was then requested on 21.12, which I also sent on the same day
Copy of the identity card (multiple copies) - I sent this on 12.12.24
Proof of address - I sent this on 12.12.24
A picture of me holding my ID card and showing my face and ID card clearly - I sent this on 12.12.24
After that, nothing happened for a while and now, when I asked, the game started all over again and they sent me the same email with the verification conditions again.
I sent them the files again on 03.01.2025
Hallo,
ich habe
Crpyto Transaktionen im CSV Format der letzten 30 Tage (erst wurde im PDF Format verlangt, dann sollte ich es doch im CSV Format schicken - das habe ich am 12.12.24 geschickt
im PDS Format wurde es dann am 21.12 angefordert, welches ich auch am gleichen Tag geschickt habe
Kopie des Personalausweises (mehrfach)- das habe ich am 12.12.24 geschickt
Adressnachweis - das habe ich am 12.12.24 geschickt
Ein Bild von mir, auf dem ich meinen Ausweis halte und auch mein Gesicht und mein Ausweis deutlich zu erkennen sind - das habe ich am 12.12.24 geschickt
Daraufhin kam einige Zeit nichts mehr und jetzt auf Nachfrage geht das Spiel von vorne los und sie haben mir dieselbe Mail mit den Verifikationsbedingungen nochmal geschickt.
Ich habe ihnen nochmals die Dateien geschickt am 03.01.2025
Hvala vam puno na odgovoru, JimSPheb18. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, JimSPHeb18. 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.
zdravo,
Prosledio sam mejl, to bi trebalo da bude sav razgovor.
Srdačan pozdrav!
Hello,
I forwarded the email, that should be all the conversation.
Best regards!
Hallo,
ich habe die Mail weitergeleitet, sollte alles sein an Konversation.
Viele Grüße!
Hvala vam puno, JimSPheb18, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@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, JimSPHeb18, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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, da li treba da kontaktiram nekog drugog? Nisam još ništa čuo
Hello, do I need to contact someone else? I haven't heard anything yet
Hallo, muss ich mich irgendwo noch melden? habe bisher nichts mehr gehört
Zdravo, JimSPheb18,
Žao mi je što čujem za vaše neprijatno iskustvo i izvinjavam se zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Freedom Casino ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Kakav je trenutni status korisnikovog povlačenja i koji je procenjeni vremenski okvir za njegovu obradu?
Prema komunikaciji putem e-pošte između podnosioca žalbe i kazina, izgleda da je kazinu dostavio sve što su tražili. Međutim, tada je kazino u potpunosti prestao da odgovara na njegovu e-poštu.
Ako kazinu treba još nešto da završi KIC/verifikaciju kako bi konačno mogao da primi svoj dobitak, dajte mu jasna uputstva kako da nastavi.
Ako govorimo o kršenju Uslova i odredbi kazina, slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hvala.
Hello, JimSPHeb18,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Freedom Casino team,
Could you please explain the player's situation in more detail? What is the current status of the user's withdrawal and what is the estimated time frame for processing it?
According to the email communication between the complainant and the casino, it looks like he provided the casino with everything they requested. However, then the casino stopped responding to his email completely.
If there is anything else the casino needs from him to complete the KYC/verification so he is able to finally receive his winnings, please provide him with clear instructions on how to proceed.
If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Thank you.
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.
Poštovani JimSPheb18,
Nažalost, pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, ne možemo da nastavimo sa rešavanjem ove žalbe i prinuđeni smo da je zatvorimo kao „nerešenu", što će negativno uticati na rejting kazina.
Postoji još jedna opcija kako možete da pokušate da rešite svoj problem ili da ubrzate proces - možete da kontaktirate autoritet za igre na sreću koji kazino reguliše (GCB) i podnesete žalbu direktno regulatoru. Iako trenutno ne rešavaju pojedinačne sporove između igrača i operatera igara, mogli bi da preispitaju situaciju u vezi sa potencijalnim kršenjem zakona. Slobodno pronađite više OVDE ili naš članak o procesima žalbi regulatora uopšteno OVDE .
U slučaju bilo kakvih pitanja, ne oklevajte da me kontaktirate na branislav.b@casino.guru .
Voleo bih da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku tako što će me kontaktirati putem e-pošte.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear JimSPHeb18,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime by contacting me via email.
Best regards,
Branislav, Casino.Guru
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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.
