NaslovnaPritužbeInstant Casino - Iznos povraćaja novca igrača je netačan.
Instant Casino - Iznos povraćaja novca igrača je netačan.
Automatski prevedeno:
Iznos:
1.460 €
Instant Casino
Index sigurnosti:Ispod proseka
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from the Netherlands reported receiving only €37 in cashback for the April 7–13 period, despite incurring losses of €1400 during that timeframe. He believed he should have received €140 based on a 10% cashback rate and requested a review of his account. The issue escalated to a payment delay regarding a withdrawal of €500, which he stated was unusually long compared to previous transactions. After communication with the Complaints Team, the payment delay was resolved, and the complaint was marked as 'resolved' in the system.
Igrač iz Holandije je prijavio da je primio samo 37 evra povrata novca za period od 7. do 13. aprila, uprkos gubicima od 1400 evra tokom tog vremenskog okvira. Verovao je da je trebalo da dobije 140 evra na osnovu stope povrata novca od 10% i zatražio je pregled svog naloga. Problem je eskalirao do kašnjenja isplate u vezi sa povlačenjem 500 evra, što je, kako je naveo, bilo neobično dugo u poređenju sa prethodnim transakcijama. Nakon komunikacije sa Timom za žalbe, kašnjenje isplate je rešeno, a žalba je označena kao „rešena“ u sistemu.
Dobio sam 37 € u gotovini za period od 7. do 13. aprila, ali ovo nije tačno.
Deponovao sam i izgubio €1400 10. aprila. Iako sam povukao €1200 9. aprila, to je bilo pre ovog novog depozita i ne bi trebalo da utiče na neto gubitak od €1400 koje sam izgubio tokom perioda za povraćaj novca.
Pošto se gubitak od 1400 evra desio u tačnom periodu povrata novca, a stopa povrata novca je 10%, trebalo je da dobijem 140 evra. Pregledajte ovo zašto nisam dobio tačan iznos.
I received €37 in cashback for the April 7–13 period, but this does not seem correct.
I deposited and lost €1400 on April 10. While I made a €1200 withdrawal on April 9, that was prior to this new deposit and should not impact the net losses from the €1400 I lost during the eligible cashback window.
Since the €1400 loss happened within the correct cashback period, and cashback rate is 10%, I should have received €140. Please review this why I did not receive the correct amount.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste dobili dodatne bonuse ili promocije tokom perioda povrata novca koji bi mogli uticati na vaše neto gubitke?
Možete li da dostavite snimke ekrana ili dokumentaciju koja pokazuje vašu aktivnost depozita i povlačenja za tu nedelju?
Da li ste ranije kontaktirali korisničku podršku kazina u vezi sa ovim problemom? Ako jeste, kakav je bio njihov odgovor? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na dominika.l@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,
Dominika
Imajte na umu da Casino.Guru nikada neće tražiti bilo kakve uplate niti tražiti pristup vašim nalozima. Ako neko tvrdi da je Casino.Guru osoblje i traži takve radnje, nemojte davati nikakve informacije.
Jedini legitiman način na koji ćemo vas kontaktirati je putem ove zvanične platforme za žalbe ili putem e-mail adresa navedenih u vašoj niti za žalbe.
Budite oprezni i kontaktirajte nas direktno ako imate bilo kakvih nedoumica.
Dear Mourad,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you received any additional bonuses or promotions during the cashback period that might affect your net losses?
Could you provide screenshots or documentation showing your deposit and withdrawal activity for that week?
Have you contacted the casino's customer support regarding this issue before? If so, what was their response? Send emails or chat transcripts to my email at dominika.l@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.
Best regards,
Dominika
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Da li ste dobili dodatne bonuse ili promocije tokom perioda povrata novca koji bi mogli uticati na vaše neto gubitke?
Ne, nisam dobio nikakve bonuse ili promocije.
Možete li da dostavite snimke ekrana ili dokumentaciju koja pokazuje vašu aktivnost depozita i povlačenja za tu nedelju?
Pogledajte snimke ekrana ispod zumirajte molim.
deponovao i izgubio 1400 € 10. aprila. Iako sam povukao €1200 9. aprila, to je bilo pre ovog novog depozita i ne bi trebalo da utiče na neto gubitke od 1400 € koje sam izgubio tokom perioda za povraćaj novca.
Politika bonusa vidi dole
(„Na primer, nemate sreće i izgubite 500 evra. Početkom nedelje vraćamo vam 50 evra u gotovini (500 evra Ks 10% = 50 evra).")
Have you received any additional bonuses or promotions during the cashback period that might affect your net losses?
No, I did not received any bonuses or promotions.
Could you provide screenshots or documentation showing your deposit and withdrawal activity for that week?
See screenshots bellow zoom in please.
deposited and lost €1400 on April 10. While I made a €1200 withdrawal on April 9, that was prior to this new deposit and should not impact the net losses from the €1400 I lost during the eligible cashback window.
Bonus policy see bellow
("For example, you get unlucky, and you lose €500. At the beginning of the week, we give you €50 back in cash (€500 X 10% = €50). ")
Imajte na umu da sistem automatski pripisuje povrat novca i da se izračunava na osnovu ukupnog iznosa vaših neto gubitaka za nedelju dana.
Želimo vam ugodan ostatak dana i ostajemo vam na raspolaganju.
Što apsolutno nije tačno i pogrešno izračunato.
They keep saying
Hello,
Greetings from Instant Casino!
Please be advised that cashback is automatically credited by the system and it is calculated based on the total amount of your net losses for the week.
We wish you a great rest of your day and remain at your disposal.
Which is absolute not correct and wrong calculated.
Dragi Mourad, da biste nam pomogli da u potpunosti istražimo i podržimo vašu žalbu, zatražite svoju punu istoriju igara u Ekcel formatu od kazina. Ovaj dokument bi trebalo da pokrije ceo period povrata novca od 7. aprila do 13. aprila i uključuje sve depozite, isplate, opklade, pobede i gubitke.
Dear Mourad, to help us fully investigate and support your complaint, please request your full game history in Excel format from the casino. This document should cover the entire cashback period from April 7 to April 13 and include all deposits, withdrawals, bets, wins, and losses.
Once you receive it, please send the file to dominika.l@casino.guru so we can analyze it and better understand how your cashback was calculated.
Ignorišite povraćaj novca, postoji drugi problem, kašnjenje plaćanja 600 evra, pogledajte moju poruku, molim vas.
Želeo bih da podnesem formalnu žalbu protiv Instant Casino-a zbog neprihvatljivog kašnjenja u obradi moje isplate.
Sada čekam već preko 10 sati, dok su sva moja prethodna isplaćivanja — ukupno više od deset puta — obrađena u roku od najviše 7 sati. Međutim, ovog puta je kašnjenje neobično dugo i izuzetno frustrirajuće.
Takođe sam poslao više imejlova timu za podršku/žalbe Instant Casino-a, ali nisam dobio nikakav koristan odgovor ili objašnjenje za kašnjenje.
Imajte na umu da nisam koristio nikakav bonus i da sam morao da izvršim nekoliko depozita da bih ostvario ovu pobedu — što nedostatak komunikacije i dugo čekanje čini još razočaravajućim.
Neću ovo na ruletu (kazino igre uživo) i slotovima
Ljubazno vas molim za pomoć u kontaktiranju kazina i što pre da dobijem svoju zakonitu isplatu.
ID za povlačenje: b07e0406-f4e5-4a88-bba8-************ (500 EUR)
ID povlačenja: db9601a1-f31a-4738-8072-************ (100 EUR)
Ignore the cash back there is other problem, Payment delay 600 EUR see my message please.
I would like to file a formal complaint against Instant Casino due to an unacceptable delay in processing my withdrawal.
I have now been waiting for over 10 hours, whereas all my previous withdrawals — more than ten times in total — were processed within a maximum of 7 hours. This time, however, the delay is unusually long and deeply frustrating.
I have also sent multiple emails to Instant Casino’s support team/complaints, but I have not received any helpful response or explanation for the delay.
Please note that I did not use any bonus, and I had to make several deposits in order to achieve this win — which makes the lack of communication and the long wait even more disappointing.
I wont this on roulette (live casino games) and slots
I kindly ask for your assistance in contacting the casino and helping me receive my rightful payout as soon as possible.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Mourad,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da vam pomognemo.
Kao što znate, ne naplaćujemo naše usluge, niti prihvatamo bakšiš. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot-u https://www.trustpilot.com/evaluate/casino.guru . Iskrena recenzija, zajedno sa svim predlozima za poboljšanje, bila bi neprocenjiva. Vaše povratne informacije bi mogle pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
Unapred vam hvala na vremenu.
Srdačan pozdrav,
Dominika
Kazino Guru
Dear Mourad,
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,
Dominika
Casino.Guru
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