The player from Nova Scotia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that his withdrawal was being canceled by the casino's system. We facilitated communication between the player and the casino, leading to the resolution of the issue. The player confirmed that the matter had been resolved and requested to close the complaint.
Igrač iz Nove Škotske je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Igrač je prijavio da je sistem kazina otkazao njegovo povlačenje. Olakšali smo komunikaciju između igrača i kazina, što je dovelo do rešenja problema. Igrač je potvrdio da je stvar rešen i zatražio da se žalba zatvori.
Završio sam bonus opkladu 3. januara i predao povlačenje, nemam problema da budem strpljiv i da čekam povlačenje, ali 6. januara moje povlačenje je otkazao kazino. Kontaktirao sam podršku i rekli su: „Oh, jer interac ima vremensko ograničenje od 48 sati ako uplata nije odobrena, izvršite još jedno povlačenje i kontaktiraću tim za plaćanje" Ovo zvuči kao interni problem jer nisam imao nikakvih problema primanje povlačenja sa Interacom sa brojnih lokacija. Podneo sam drugo povlačenje, još dva dana nije odobreno, a onda se ponovo poništava. Kontaktirao sam podršku i opet mi kažu „da, samo nastavite sa povlačenjem svakih 48 sati." Ovo je apsolutno smešno, nikada ranije nisam imao ovaj problem. Moj nalog je u potpunosti verifikovan i iznos je toliko nizak da ne mogu da odobre 175 USD? Imaju interni sat od 48 sati i isplate se automatski poništavaju. Čini se kao način da se ljudi spreče da se povuku. Samo želim svoj novac bez BS.
I completed a bonus wager on January 3rd and submitted a withdrawal, I have no problem being patient and waiting for the withdrawal but on January 6th my withdrawal was canceled by the casino. I contacted support and they said "oh its because interac has a timeout of 48 hours if the payment isn’t approved, please do another withdrawal and I will contact the payment team" This sounds like an internal issue as I’ve had zero problems receiving withdrawals with Interac from numerous sites. I submitted the second withdrawal, still not approved for two more days and then it gets canceled again. I contacted support and again they say "yes just keep doing the withdrawal again every 48 hours." This is absolutely ridiculous, I have never had this issue before. My account is fully verified and the amount is so low they can’t approve $175? They have an internal clock of 48 hours and the withdrawals get automatically canceled. It seems like a way to stop people from withdrawing. I just want my money without the BS.
Dear Kegsey,
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.
Dragi Kegsei,
Možete li, molim vas, pojasniti od kada je vaš nalog u potpunosti verifikovan i da li ste ranije primili bilo kakvo povlačenje iz kazina?
Pored toga, da li ste pokušali da koristite drugi način plaćanja ako se ovaj otkazuje?
Radujem se što ću vas čuti.
pozdrav,
Nick
Dear Kegsey,
Can you please clarify since when is your account fully verified and if you did receive any withdrawal from the casino in the past?
Additionally, did you try to use a different payment method if this one is getting canceled?
Looking forward to hearing you.
Regards,
Nick
Molimo vas da zatvorite žalbu. Reaolved
Please close the complaint. Reaolved
Dragi Kegsei,
Zaista mi je drago da čujem da je vaš problem rešen. Označiću vašu žalbu kao „rešenu" u našem sistemu. Hvala vam što ste potvrdili ishod. Ako se ikada suočite sa bilo kakvim izazovima sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu za vas.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima u vezi sa onlajn kazinom.
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Srdačan pozdrav,
Casino.Guru
Dear Kegsey,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
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