The player from the Netherlands had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player expressed frustration over the casino's verification process and the delay in receiving winnings. After communication with the player, it was confirmed that he had requested to close the complaint and his account. Consequently, the complaint was rejected as per the player's explicit request.
Igrač iz Holandije je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Igrač je izrazio frustraciju zbog procesa verifikacije kazina i kašnjenja u primanju dobitaka. Nakon komunikacije sa igračem, potvrđeno je da je on zatražio zatvaranje žalbe i njegovog naloga. Shodno tome, žalba je odbijena na izričit zahtev igrača.
Zdravo, uplatio sam 20 evra pre nedelju dana, bilo je potrebno 3 dana da kazino prihvati depozit.. Igrajte neke slotove, ali više ne želim da igram jer je depozit bio u subotu 3 dana kasnije i 75 na računu je htelo da povuče pošaljite ispred pasoša i nazad bankovni račun za komunalne usluge dan vreme depozita kazina. sada žele selfi. Uzeo sam nekoliko fotografija Iskreno, to nisu najbolje slike, ali da odbijem moje povlačenje za ovo kazino uopšte nije konstruktivan. Možete li mi pomoći, poslaću vam iste dokumente kao i njima.
Hvala izvini za engleski
Srdačan pozdrav Martin
Hello i deposit 20 euro a week ago it took 3 days for the casino to accept the deposit..Play some slots but dint want to play anymore because the deposit was saturday 3 days later and 75 on the account wanted to withdrawal send in passport front and back bankstatment utility bill day time of deposit of the casino.now they want a selfie.Took a few im Honest its not the best pictures but to reject my withdrawal for this the casino is not contructive at al can you help me i wil send you the same documents i send them.
Thank you sorry for the english
Best regards Martin
Dear 19neveer,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Ne mogu da verifikujem, pa da li mi kazino guru pomaže zašto me pusti da čekam 9 dana ako ne mogu da verifikujem?
Im unable to verify so is casino guru helping me why let me wait 9 days if im unable to verify?
Dragi 19neveer,
Hvala vam što ste se obratili. Imajte na umu da ako je vaša žalba kategorizovana ovim specifičnim tajmerom, to sugeriše da je problem prvobitno podnet kao odloženo plaćanje. Ako se vaša zabrinutost razlikuje od ovoga, ljubazno se pobrinite da se buduće žalbe podnose tačno, jer kategorizacija zavisi od informacija koje date.
U vezi sa vašim problemom, možete li pojasniti sledeće:
Radujemo se vašem odgovoru.
Srdačan pozdrav,
Nick
Dear 19neveer,
Thank you for reaching out. Please note that if your complaint was categorized with this specific timer, it suggests that the issue was initially submitted as a delayed payment. If your concern differs from this, kindly ensure future complaints are submitted accurately, as the categorization depends on the information you provide.
Regarding your issue, could you please clarify the following:
Looking forward to your response.
Best regards,
Nick
Zdravo Nick, moja greška je odlaganje plaćanja, jer kazino vraća novac na račun i ne mogu da povučem.
Kazino neće verifikovati moj nalog dokument koji sam poslao i šaljem al kazinu nikada nema problema.
Tražio sam 7 dana pauze od kazina, tako da neću igrati sredstva za mene, to samo izgleda kao odugovlačenje plaćanja.
Pasoš napred i nazad
Broj bankovnog računa komunalnog računa
Depozit u kazino banku sa mog bankovnog računa broj moje ime.
I 4 selfija da, izgledaju užasno, ali vidite da držim pasoš. edit takođe volim da reklamu da neću ponovo da pravim druge selfije, bolestan sam da to uradim.
hvala ti Martine
Hello Nick my mistake it is a delay payment de casino brings the money back to the account i cant withdrawal.
The casino wil not verify my account the document i have send im sending to al casinos never any problems.
I have ask for 7 day break from the casino so i wil not play the funds to me it just looks like stalling payment.
Passport front and back
Bank statement utility bil bank account number
Deposit to the casino bank from my bank acount number my name.
And 4 selfies yes they look terrible but you can see its me holding my passport. edit also like to ad that im not going to take other selfies again im to sick to do it.
thank you Martin
Tako sam čitao uslove kazina 5.1 i posle 10 dana kazino može da konfiskuje moje dobitke u kazinu i zatvori račun 
Nemogući selfiji će učiniti trik jer ne mogu da vide sliku bez prsta van okvira za 75 evra vau.
Casino Guru vremenski okvir 9 dana lol kontaktirajte kazino 2 nedelje nema šanse da dobijem sredstva nadam se da čitate pre depozita.
So was reading the casino terms 5.1 and after 10 days the casino can confiscate my casino wins and close the account Imposibble selfies wil do the trick cant see the picture clear one finger out of frame for 75 euro wow.
Casino Guru time frame 9 days lol contact the casino 2 weeks no way im getting the funds hope you reading before deposit.
Dragi 19neveer,
Da li bi bilo moguće proslediti kompletnu komunikaciju između vas i kazina na nikolas.b@casino.guru za dalji pregled?
Čekam vaš odgovor.
pozdrav,
Nick
Dear 19neveer,
Would it be possible to forward the full communication between you and the casino to nikolas.b@casino.guru for further review?
Awaiting your response.
Regards,
Nick
Pa zašto niko ne traži od kazina da odgovori ovde o tome šta se dešava?
Pitao sam kazino da li mogu da vratim svoj depozit od 20 evra, oni su se dogovorili o tome i zatvorili račun.
ali možete pitati zašto ne plaćaju 75 i zatvore račun, to je moj novac?
Ne mogu da pošaljem razgovor između mene i kazina, ali vi kasno odgovarate, a zatim mi ponovo postavljate pitanja 9 dana kasnije. Sada sam dao svoj broj banke kazinu poštom da bar dobijem nazad svoj depozit, a takođe ću zatvoriti moj KASINO GURU račun ovde .
So why is nobody asking the casino to respond here on what is going on ?
I have ask the casino if i could get my deposit back 20 euro they have agreed on this and close the account.
but you could ask why are they not paying the 75 and close the account its my money?
I cant send the confersation between me and the casino but you responding late then asking me questions again 9 days later.i have now give my bank number to the casino by mail to at atleast get back my deposit wil also close my CASINO GURU account here.
Dragi 19neveer,
Hvala vam što ste se obratili. Pošto ste zatražili povraćaj, a ne povlačenje, moguće je da je kazino zaplenio vaše dobitke zbog nedovršenih uslova za klađenje na vaša deponovana sredstva u skladu sa svojom politikom AML (protiv pranja novca). Ovo bi moglo da objasni zašto dobijate samo povraćaj sredstava.
Imajte na umu da kontaktiramo kazino tek nakon što prikupimo dovoljno dokaza koji potkrepljuju slučaj, a ne odmah.
Možete li ljubazno potvrditi da li ste u ovom trenutku primili svoj depozit od kazina?
Hvala vam na razumevanju.
Srdačan pozdrav,
Nick
Dear 19neveer,
Thank you for reaching out. As you have requested a refund rather than a withdrawal, it is possible that the casino has confiscated your winnings due to unfinished wagering requirements on your deposited funds in accordance with their AML (Anti-Money Laundering) policy. This could explain why you are receiving a refund only.
Please note that we contact the casino only after gathering sufficient evidence to support the case, rather than immediately.
Could you kindly confirm if you have received your deposit back from the casino at this point?
Thank you for your understanding.
Best regards,
Nick
hahaha Pa hvala. Nema pranja novca Nik svojih 75 evra, ali razumem da sve opcije budu otvorene.
Sačekaću odgovor za 2 nedelje, samo želite da zatvorite žalbu koliko razumem.
hahaha Wel thank you There is no money laundering Nick its 75 euro but i understand keep al options open.
I wil wait for a reply back in 2 weeks you just want to close the complaint i understand.
Dragi 19neveer,
Možete li molim vas da objasnite zašto ne možete da prosledite komunikaciju između vas i kazina na gore navedenu e-poštu?
Morate shvatiti da moramo prikupiti dokaze i ako ne sarađujete, ne možemo ništa učiniti.
pozdrav,
Nick
Dear 19neveer,
Can you please explain why can't you forward the communication between you and the casino to the e-mail given above?
You must understand that we need to gather evidence and if you are not cooperating, there is nothing we can do.
Regards,
Nick
Zatvorite žalbu i moj nalog
Close the complaint and my account
Odbili smo ovu žalbu na izričit zahtev igrača. Žao nam je što ovom prilikom nismo mogli biti od veće pomoći. Ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
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.
