The player from Germany had successfully registered and deposited funds at the casino but encountered issues withdrawing €69 in winnings due to data linked to a previously closed account. After submitting the required documents, the player experienced a delay of 14 days before receiving confirmation that the refund had been processed. The issue was ultimately resolved, and the player confirmed that the amount had been refunded. The complaint had been marked as 'resolved' by the Complaints Team.
Igrač iz Nemačke se uspešno registrovao i deponovao sredstva u kazinu, ali je naišao na probleme sa povlačenjem 69 evra dobitka zbog podataka povezanih sa prethodno zatvorenim nalogom. Nakon podnošenja potrebnih dokumenata, igrač je doživeo kašnjenje od 14 dana pre nego što je dobio potvrdu da je povraćaj novca obrađen. Problem je na kraju rešen, a igrač je potvrdio da je iznos vraćen. Žalbu je tim za žalbe označio kao „rešen“.
Propisno sam se registrovao u kazinu i napravio uspešan depozit. Posle sam uspeo da osvojim 69 evra i želeo sam da podignem taj iznos. Obavešten sam da su moji podaci već registrovani na drugom nalogu, što se odnosi na zatvoreni nalog iz prošlosti.
Mogao sam normalno da se prijavim i uplatim novac! Ali čim pobedite i pokušate da povučete sredstva, to više ne funkcioniše? Ljubazno vas molim da se dobitak isplati ili bar vrati iznos depozita.
I registered properly at the casino and made a successful deposit. Afterwards, I managed to win €69 and wanted to withdraw that amount. I was informed that my data is already registered on another account, which refers to a closed account from the past.
I was able to log in normally and deposit money! But as soon as you win and try to withdraw funds, it doesn't work anymore? I kindly ask you to have the winnings paid out or at least refund the deposit amount.
Ich habe mich bei dem Casino ordnungsgemäß angemeldet und eine erfolgreiche Einzahlung getätigt. Im Anschluss konnte ich 69€ gewinnen und wollte mir den Betrag auszahlen lassen . Ich mir gesagt das meine Daten bereits auf ein anderes Konto registriert sind . Das bezieht sich auf ein geschlossenes Konto aus der vergangenenheit .
ich konnte mich normal anmelden und Geld einzahlen ! Aber sobald man gewinnt und Gelder auszahlen möchte , geht es nicht mehr ? Ich möchte sie bitten ,das mit der Streitbergs ausgezahlt wird oder zumindest der Einzahlungsbetrag erstattet wird
Dragi Marti89,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Instant kazinom.
Imajte na umu da je kreiranje više naloga zabranjeno u većini onlajn kazina. Posledice kršenja ovog pravila mogu se kretati od zatvaranja računa do konfiskacije vašeg stanja u kazinu.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
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 Marti89,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.
Please understand creating multiple accounts is prohibited in most online casinos. Consequences for breaking this rule can range from account closure to confiscation of your balance in the casino.
Please allow me to ask you a few questions, so I can better understand the situation.
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,
Tomas
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.
Pozdrav iz Instant kazina!
Nakon pregleda, mogli smo da vidimo da su vaši prethodni nalozi zatvoreni jer smo bili zabrinuti zbog vašeg odgovornog kockanja. Zbog toga je i ovaj račun zatvoren. Pošto imate sredstva, možete li nam dati izvod iz banke i visokokvalitetne prednje i zadnje fotografije vaše lične karte?
Želimo vam ugodan ostatak dana i ostajemo vam na raspolaganju.
srdačan pozdrav,
Antonio
Greetings from Instant Casino!
Upon reviewing, we were able to see that your previous accounts were closed as we were concerned about your responsible gambling. Due to that, this account was closed too. As you have funds, could you please provide us with a bank statement, and high quality front and back photos of your ID?
We wish you a great rest of your day and remain at your disposal.
Kind regards,
Antonio
Greetings from Instant Casino!
Upon reviewing, we were able to see that your previous accounts were closed as we were concerned about your responsible gambling. Due to that, this account was closed too. As you have funds, could you please provide us with a bank statement, and high quality front and back photos of your ID?
We wish you a great rest of your day and remain at your disposal.
Kind regards,
Antonio
Hvala vam na imejlu i porukama.
Thanks for your email and messages.
Dokumenti su dostavljeni.
novac još nije vraćen.
Rečeno mi je da podrška još uvek radi na tome
Documents have been submitted .
no money has been refunded yet.
I am told that support is still working on it
Unterlagen wurden eingereicht .
es wurde noch kein Geld Rückerstattet.
es wird mir gesagt das der Support noch daran arbeitet
Da li su vaši dokumenti odobreni prema našim saznanjima?
Da li ste primili neka dodatna ažuriranja u vezi sa povlačenjem vaših sredstava?
Molimo vas da me obavestite o svakom daljem razvoju događaja.
Have your documents been approved to our knowledge?
Have you received any further updates regarding the withdrawal of your funds?
Kindly let me know about any further developments.
U svakom slučaju, više nije traženo.
Uvek čekate, kažu da je uplata izvršena, ali još uvek mora da se proveri u službi bezbednosti. I tako je već 14 dana
In any case, no more were requested.
You are always kept waiting, they say that the payment has been made but still has to be checked by the security department. And this has been the case for 14 days
Es wurden auf jeden Fall keine mehr gefordert. .
man wird immer hingehalten , die sagen das die Auszahlung erfolgt aber noch durch die sicherheitsabteilung geprüft werden muss . Und das seit 14 Tage
Dragi Marti89,
Da li je povraćaj sredstava stigao na vaš bankovni račun od vaše poslednje objave?
Ako nije, da li kazino i dalje tvrdi da još nije obrađen?
Dear Marti89,
Has your refund reached your bank account since your last post?
If not, does the casino still claim it's not yet processed?
zdravo
da iznos je vraćen.
Hello ,
yes amount was refunded.
Hallo ,
ja Betrag wurde erstattet.
Dragi Marti89,
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,
Tomas
Casino.Guru
Dear Marti89,
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,
Tomas
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.
