The player from France had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained by that day. The issue was resolved after the player confirmed receiving her payment within 10 days. We marked the complaint as 'resolved' in our system and appreciated her cooperation.
Igrač iz Francuske je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Problem je rešen nakon što je igračica potvrdila da je primila uplatu u roku od 10 dana. Označili smo žalbu kao „rešenu“ u našem sistemu i cenimo njenu saradnju.
Dobro jutro
Imam isplatu od 100 € koja nije obrađena od 24. marta 2025. Moji dokumenti su u potpunosti verifikovani. Uprkos mojim podsetnicima, moje povlačenje je još uvek u toku.
Možete li mi pomoći. Hvala.
Good morning
I have a withdrawal of €100 that has not been processed since March 24, 2025. My documents have been fully verified. Despite my reminders, my withdrawal is still in progress.
Can you please help me. Thank you.
bonjour
J 'ai un retrait de 100€ non traité depuis le 24 mars 2025 .Mes documents sont entièrement vérifiés. Malgré mes relances mon retrait reste en cours.
Pouvez-vous svp m'aider . Merci.
Dear yasmine79,
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.
Dear yasmine79,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Dobio sam uplatu posle 10 dana!!
Ne preporučujem ovaj kazino.
Hvala vam na pomoći.
I received my payment after 10 days!!
I do not recommend this casino.
Thank you for your help.
J'ai reçu mon règlement au bout de 10 jours!!
Je déconseille ce casino .
Merci pour votre aide.
Draga iasmine79,
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 za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
Dear yasmine79,
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,
Nick Bacon
Casino.Guru
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.
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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.
