The player from Romania had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team had communicated with the player regarding the delay, advising patience and cooperation with the casino. However, after extending the time frame for a response, the player did not reply, which led to the rejection of the complaint due to lack of information for further investigation.
Igrač iz Rumunije je zatražio povlačenje manje od dve nedelje pre podnošenja žalbe. Uplata još nije bila obrađena. Tim za žalbe je komunicirao sa igračem u vezi sa kašnjenjem, savetujući mu strpljenje i saradnju sa kazinom. Međutim, nakon produženja roka za odgovor, igrač nije odgovorio, što je dovelo do odbijanja žalbe zbog nedostatka informacija za dalju istragu.
pozdrav,
Moj problem je sledeći, položio sam, osvojio sam 500 evra i želim da ih podignem u 2 rate, 400 i 100.
Podneo sam preko revoluta, dao sam sve potrebne podatke kic-u, dobijao sam odbijanja dokumenata. Nakon što sam sve ponovo poslao, rekli su da nije u redu preko revoluta jer to nije banka u mojoj zemlji i tražili su lokalnu banku u Rumuniji i otkazali povlačenje.
Ponovo sam izvršio povlačenje 17.01.2025 sa ibanom iz moje zemlje kako su tražili, dao sam im sva tražena dokumenta i snimke ekrana i sada ne dobijam nikakav odgovor. Ćaskanje uživo mi uopšte ne pomaže, i ne dobijam nikakav odgovor od KIC-a e-poštom, poslao sam preko 20 mejlova.
Molim vas pomozite mi da izvršim povlačenje. Moja adresa e-pošte je
Hvala vam i prijatan dan
Greeting,
My problem is the following, I deposited, I won 500 euros and I want to withdraw them in 2 installments, 400 and 100.
I submitted through revolut, I gave all the necessary details to the kyc, I kept getting rejection of the documents. After I sent everything again, they said that it was not okay through revolut because it is not the bank in my country and they asked for a local bank in Romania and canceled the withdrawal.
I redid the withdrawal on 17.01.2025 with an iban from my country as they requested, I gave them all the documents and screenshots requested, and now I don't receive any answer. The live chat doesn't help me at all, and I don't get any response from KYC by email, I've sent over 20 emails.
Please help me make the withdrawal. My email address is gianimargina@gmail.com
Thank you and have a nice day
Dear gianimargina,
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 gianimargina,
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.
Dear gianimargina,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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.
