Kazina sa indeksom sigurnosti ispod proseka obično imaju nepovoljan ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. To znači da je ovaj kazino verovatno nepravedno postupao prema nekim igračima u prošlosti.
Poslato:
24/08/2024
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Rešeno : 02/10/2024
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The player from California had requested a withdrawal of over $400 two weeks prior, but only $210 became eligible after fees. After she submitted KYC documents and provided her preferred payment method multiple times, communication with the casino had stalled. She faced a "technical issue" without further clarification. The issue was eventually resolved when the player received her payout after two months, although she noted that she incurred additional fees. The Complaints Team marked the complaint as resolved and expressed their willingness to assist with any future issues.
Igrač iz Kalifornije je dve nedelje ranije zatražio povlačenje preko 400 dolara, ali je samo 210 dolara postalo kvalifikovano nakon naknada. Nakon što je predala KIC dokumente i više puta navela željeni način plaćanja, komunikacija sa kazinom je zastala. Suočila se sa "tehničkim problemom" bez daljeg pojašnjenja. Problem je na kraju rešen kada je igračica dobila isplatu nakon dva meseca, iako je primetila da je imala dodatne naknade. Tim za žalbe je označio žalbu kao rešenu i izrazio spremnost da pomogne u rešavanju bilo kakvih budućih problema.
Dana 7. 8. 2024. pokrenuo sam povlačenje nešto više od 400 dolara i sa zahtevima za bonus i ludim naknadama koje su na kraju dostigle 210 dolara. To je u redu. Podneo sam kic dokumente i oni su prihvaćeni. Dobio sam instrukcije da im pošaljem svoj željeni način plaćanja i to sam uradio (adresa bitkoin novčanika.) otprilike 3 puta. ovde je zaustavljena sva komunikacija putem e-pošte. Svakih nekoliko dana odem i proverim sa njihovim botom za ćaskanje i on mi je rekao da „budi siguran i sačekaj", ali sada danas govore nešto o „tehničkom problemu" o kojem neće detaljnije govoriti. Ali samo da čekamo neko nepoznato vreme. Izgleda da ne žele da mi plate. Ne mogu da dobijem nikakve informacije od njih, a oni mi neće čak ni poslati transkripte svih razgovora koje sam imao, što izgleda kao da bi trebalo da bude lako. Svaka pomoć bi bila veoma cenjena.
On 8/7/2024 I initiated a withdrawal of a little over $400 and with bonus requirements and crazy fees that ended up at $210 eligible. That's fine. I submitted the kyc documents, and they were accepted. I was instructed to send my preferred payment method to them and I did that (bitcoin wallet address.) like 3 times. this is where all email communications have come to a halt. Every few days I go and check with their chat bot and it was telling me to "rest assured and wait" but now today they're saying something about a "technical issue" which they won't elaborate on. But to just keep waiting for some unknown amount of time. Seems like they don't want to pay me. I can't get any info out of them and they won't even send me transcripts of all the chats ive had which seems like it should be easy to do. Any help would be greatly appreciated.
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 je neki zahtev za povlačenje trenutno na čekanju na vašem nalogu?
Da li biste mogli da podelite poruku podrške kazina u kojoj kazino navodi tehnički problem kao razlog za odloženo plaćanje? Moj imejl je tomas@casino.guru
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear ayo666777,
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.
Is any withdrawal request currently pending in your account?
Could you please share the communication from casino support in which the casino specifies the technical issue as a reason for delayed payment? My email is tomas@casino.guru
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.
Priložio sam gde još uvek piše da je moje povlačenje „zatraženo" i imejl gde jasno piše da je odobreno. Ovo je tako frustrirajuće jer mogu da razgovaram sa njima samo preko bot-a za ćaskanje uživo, a nedavno sam tražio transkript ili kopiju svih razgovora koje sam imao sa njima, a oni su odbili. Zato što je taj jedan email poslednji koji sam dobio od njih. Večeras sam se raspitivao putem ćaskanja i rečeno mi je da se javim u čet sutra između 14:30 i 18:00 EST da razgovaram sa svojim „menadžerom naloga" što ću uraditi i pokušaću da napravim neke snimke ekrana. Treba li da pitam nešto što bi bilo od pomoći vama ili meni? U svim četovima su veoma uporni da će mi platiti, samo rade nešto konačno ili pre dva dana je to bio izgovor za tehnički problem. U stvari, večeras sam upravo kopirao okvir za tekst tako da ga je teško pročitati i nisam siguran da li je dovoljno validan, ali nisam ga nalepio ispod ovih snimaka ekrana. Uvek mi pričaju istu priču da vam isplate dobro stižu e-poštom, a nikada ne rade. Samo želim kao potvrdu da su sve moje informacije cool i da dolaze kao u pisanoj formi, znaš? I datum. Mislim da su imali dosta vremena. U svakom slučaju, hvala vam na odgovoru.
Kats Assistance
Trenutno odgovaram za manje od jednog minuta
Slika profila agenta
Kevin
Ikona oznake Korisnička podrška
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Kats
Dobrodošli u Kats Casino!!!
Bitcoin depoziti + povlačenje bitkoina = besplatno i brže 🚀 isplate (*odnosi se na sve kriptovalute)
Molim vas samo napred i otkucajte svoju poruku čekamo da vam pomognemo!!!
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Počnite ponovo
Opet sam ja
pre 12 minuta
Kevin
Hvala vam što ste kontaktirali podršku za ćaskanje. Moje ime je Kevin i danas ću vam pomoći.
Pa sam malo kopao i nakon vrlo malo istraživanja izgleda da imate lošu reputaciju što ne plaćate ljude...pa sam uložio neke žalbe i ostavio užasne kritike na ovim kazino forumima itd...u svakom slučaju sada mislim da ću imati da sprovodim ovu isplatu barem svakodnevno, ako ne i više puta dnevno, pa kako ide moja isplata? Već rešite te "tehničke probleme"???
Jesi li tu, Kevine??\
pre 8 minuta
Kevin
Ostanite povezani nekoliko minuta dok ja proverim vaš nalog i pomognem vam na najbolji mogući način.
Jedini mogući način da pomognete u ovom trenutku je da mi platite
8 minutes agoAgent profilna slika
Bot
Molimo ostanite povezani. Vraćam se što je pre moguće.
Au gde je Kevin otišao
pre 6 minuta
Kevin
Hej Aimee,
Prihvatite moje iskreno izvinjenje za sve neprijatnosti koje sam doživeo tokom ovog perioda. Budite sigurni, kao što je detaljno provereno, povlačenje je upravo u toku i biće završeno, pošto su oni u završnom procesu verifikacije. Molimo vas da pazite na svoju adresu e-pošte za registraciju jer će se tim za isplate uskoro povezati sa vama.
Takođe , povežite se sa nama posle 14:30 EST jer će vaš menadžer naloga biti na raspolaganju da vam dalje pomogne u vezi sa tim
Hmm, ako tako kažeš Kevine.... posle 230 popodne.... nije li sada posle tog vremena? Ja sam PDT, možete li mi onda dati prozor? Kao posle 230 est ali pre kada?
pre 4 minuta Agent profilna slika
Bot
Molimo ostanite povezani. Vraćam se što je pre moguće.
Kevin
Žao mi je, ali zbog vikenda tim za isplate kao i menadžer naloga nisu dostupni, oni će se vratiti sutra
Takođe, da li mislite da kažete EST, a ne EDT, da li uzimate u obzir dakilight štednju?
pre 2 minuta
Kevin
EST, istočno standardno vreme.
OK, pa posle 2:30 po istočnom standardnom vremenu 26. avgusta mogu da ih kontaktiram
Kada 26. avgusta ovaj menadžer naloga više nije dostupan? Na primer, 22:00 EST?
pre 6 minuta Agent profilna slika
Bot
Molimo ostanite povezani. Vraćam se što je pre moguće.
Kevin
Da, dostupni su do 18:00
Dakle, rade samo 4 sata
3.5 moja loša
pre 6 minuta Agent profilna slika
Bot
Molimo ostanite povezani. Vraćam se što je pre moguće.
Kevin
Oni rade više od 8 sati, a zauzeti su i drugim igračima. Oni preuzimaju brigu o povlačenju za svoju sledeću polovinu, ako želite, mogu dogovoriti povratni poziv
U redu, dakle, 26. avgusta 2024. između 14:30 i 18:00 EST, što je od 11:30 do 15:00 PDT, mogu li da razgovaram sa ovom osobom?
Šta je povratni poziv?
pre 2 minuta
Kevin
Da, možete se ponovo povezati nakon tog vremena i zatražiti svog menadžera naloga, on će biti na raspolaganju da vam pomogne
OK hvala
pre 2 minuta
Kevin
Menadžer naloga će vas pozvati.
To zapravo izgleda kao napredak
pre 2 minuta
Kevin
I već sam preneo vašu zabrinutost za povlačenje višem timu
Vaša hitnost je od najveće važnosti. Posvećen sam podizanju prioriteta vašeg slučaja i uložiću sve napore da brzo prođem kroz složenost.
Pokušaću sutra, a ako ne uspije probati povratni poziv ili nešto drugo. Hvala
I have attached where it still says my withdrawal is "requested" and the email where they clearly say its approved. This is so frustrating because I can only talk to them via the live chat bot thing and recently I asked for a transcript or copy of all the chats ive had with them and they refused. Because that one email is the last one ive received from them. I was inquiring via chat tonight and was told to hit up the chat tomorrow between 2;30pm and 6pm EST to talk to my "account manager" which I will do and ill try and get some screen shots. Is there anything I should be asking that would be helpful to you or myself? In all the chats they are very adamant that they are going to pay me they are just doing final something or two days ago it was the technical issue excuse. In fact, tonights chat I just copied the text box so its kind of hard to read and I'm not sure if its valid enough but ill paste it below these screen shots. They always tell me the same story the payouts coming well email you and they never do. I just want like confirmation that all my infos cool and its coming like in writing you know? And a date. I think they've had plenty of time. Anyway, Thank you for responding.
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Kevin
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Kats
Welcome to Kats Casino!!!
Bitcoin Deposits + Bitcoin Withdrawals = Free & Faster 🚀Payouts (*Applies to all cryptocurrencies)
Please go ahead and type your message we are waiting to help you!!!
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Its me again
12 minutes ago
Kevin
Thank you for contacting chat support. My name is Kevin and I will be assisting you today.
So I did some digging and after very little research it seems you guys have a real bad reputation for not paying people out...so I filed some complaints and left terrible reviews on these casino forums etc...anyway now I think ill have to be pursuing this payout at leat daily, if not multiple times a day so, hows my payout coming along? Fix those "technical issues" yet???
Are you there, kevin??\
8 minutes ago
Kevin
Please stay connected for a few minutes while I check your account and help you in the best possible way.
The only possible way to help at this point is to pay me
8 minutes agoAgent profile picture
Bot
Please stay connected. I'll be right back with you as soon as possible.
Aww whered kevin go
6 minutes ago
Kevin
Hey Aimee,
Please accept my sincere apologies for any inconvenience experienced during this period. Rest assured, As checked thoroughly, The withdrawal is just in progress and will be completed, As they are on the final verification process . Please keep an eye on your register email address as the payout team will connect with you any day soon .
Also , Please connect with us after 2:30Pm EST as your account manager will be available to assist you further on it
Hmm, if you say so Kevin....after 230pm est....is it not after that time now? I am PDT can you give me a window then? Like aftger 230 est but before when?
4 minutes agoAgent profile picture
Bot
Please stay connected. I'll be right back with you as soon as possible.
Kevin
I am so sorry, But due to the weekend the payout team as well as the account manager is not available , They will be back tomorrow
Also, do you mean to say EST not EDT do you account for daqylight savings?
2 minutes ago
Kevin
EST , Eastern standard time .
OK so after 2:30 eastern standard time on august 26th I can contact them
When on august 26th is this account manager no longer available? Like, 10pm EST?
6 minutes agoAgent profile picture
Bot
Please stay connected. I'll be right back with you as soon as possible.
Kevin
Yes , They are available until 6:00PM
So they only work 4 hours
3.5 my bad
6 minutes agoAgent profile picture
Bot
Please stay connected. I'll be right back with you as soon as possible.
Kevin
They work for more than 8 hours, And they get busy with the other players also. They take the withdrawal concern on their next half, If you want I can get a call back arrange
OK so august 26th 2024 between 2:30pm and 6pm EST which is 11:30 am to 3pm PDT, I can talk to this person correct?
What is a call back?
2 minutes ago
Kevin
Yes, You may connect back after that time, And ask for your account manager, He will be available to assist you
OK thank you
2 minutes ago
Kevin
The account manager will call you back.
That actually feels like progress
2 minutes ago
Kevin
And I have already escalated your withdrawal concern to the higher team
Your urgency is of paramount importance. I'm dedicated to elevating the priority of your case and will exert every effort to swiftly navigate through the complexities.
Ill give that a try tomorrow and if it fails ill try the callback thing, or something else. Thanks
Hvala vam puno, aio666777, što ste dali potrebne informacije. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@casino.guru ) koji će vam biti na usluzi. Međutim, želim da vas upozorim da je uobičajena praksa Kats kazina da nas potpuno ignoriše u našim pokušajima da posredujemo u bilo kakvom pitanju. Bez obzira na mnoge nerešene žalbe sa oznakom „Politika bez reagovanja", nastavljamo da pokušavamo.
Thank you very much, ayo666777, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Kats Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
Zamolio bih vas da podelite detalje o načinu isplate na tako da tim za isplatu može da prebaci sredstva na željeni način isplate.
Hi,
I would request you to please share the payout mode details over at officemanager@totalgaming.biz so that the payout team can transfer the funds to your preferred payout mode.
Ozbiljno?? Ovu informaciju sam podelio na ovu gore pomenutu adresu 5 puta i nikada nisam dobio odgovor! Kada ćaskam sa vama ljudi, vi mi samo kažete da sačekam. Dobio sam telefonski poziv od "pobednika" mog navodnog menadžera slučaja da samo moram da čekam jer nešto u vezi sa zaglavljivanjem novca i što moram da platim toliko ljudi da moram da čekam svoj red??? I trebalo je da prati, a nikada nije. Tako da sam ponovo pokrenuo chat botove ovog vikenda i rečeno mi je da se ovog vikenda ništa neće dogoditi zbog praznika. Dakle, sutra ćete sigurno mnogo čuti od mene. Šta da radim ovde, ovi ljudi očigledno pokušavaju da ne isplate. To je smešno neprofesionalno.
Seriously?? I have shared this information to this aforementioned address like 5 times and never gotten a response! When I chat with you people you just tell me to wait. I got a phone call from "victor" my supposed case manager that I just have to wait because something about money getting stuck and having to pay so many people that I have to wait my turn??? And he was supposed to follow up and never did. So I hit up the chat bots again this weekend and was told nothings going to happen this weekend because of the holiday. So you will def be hearing a lot from me tomorrow. What am I supposed to do here these people are clearly trying to not pay out. Its ridiculously unprofessional.
Cenim vašu frustraciju i razumem vašu zabrinutost. Međutim, preporučujem vam da se pridržavate uputstava kazina, čak i ako ste ih pratili u nekoliko navrata. Obavestite me kada to učinite.
Dear ayo666777,
I appreciate your frustration and understand your concerns. However, I recommend that you adhere to the casino's instructions, even if you have followed them on several occasions. Please inform me once you have done so.
Poslao sam im tražene informacije odmah nakon što sam ostavio svoj poslednji odgovor, dobio sam ih. Tako da sam uradio ono što su tražili i još uvek nisam dobio odgovor.
I sent them the requested info immediately after I left my last reply, I get it. So I did what they asked and still no reply.
Upravo sam razgovarao sa svojim „menadžerom naloga", Piterom preko telefona pre nekoliko minuta i on mi je rekao da je razgovarao sa „timom za plaćanje" i da su ga zamolili „da sačeka još nekoliko dana jer će trebati još nekoliko dana "lol šta?? Jednom ću morati da isprobam tu liniju u svom stvarnom životu. Naravno da sam super srdačan prema njima, ali bilo je malo teško suspregnuti smeh uz taj najnoviji izgovor. U svakom slučaju, to je samo moje najnovije ažuriranje. Oh i da sam pokušao da podnesem zvaničnu žalbu preko veze na njihovoj veb stranici samo da bih dobio poruku o grešci kada sam je podneo. Figures.
So I just spoke to my "account manager," Peter via phone a few minutes ago and he told me he spoke to the "payment team" and that they asked him "to wait a few more days because it will take a few more days" lol whaaat?? I'm going to have to try that line in my real life sometime. I'm of course super cordial with them but it was a bit hard to hold back a chuckle with that newest excuse. Anyway that's just my most current update. Oh and that I tried to file a formal complaint through a link on their website only to be met with an error message when I submitted it. Figures.
To je upravo ona vrsta trčanja okolo preko telefona i ćaskanja. Skoro od reči do reči. Prošlo je 5 nedelja ili više. Možda vam treba bolji tim za isplatu, znate. Možda onaj koji radi svoj posao.
That is exactly the kind of run around I get over the phone and in chat. Nearly word for word. Its been 5 weeks or more. Perhaps you need a better payout team, you know. Maybe one that does their job.
Dakle, danas sam razgovarao sa chatbotom i sada je moja isplata odobrena (iako sada iznosi 180 dolara, a ne 210 dolara), tako da sam u redu mislio sam da smo ustanovili da je odobrena. U svakom slučaju, ukratko, primiću e-poštu kada pošalju novac jer da, zapravo nisu poslali novac. Želite da znate zašto? "Tehnički problemi" prema domaćinu mog naloga Viktoru. Ponovo mi je rečeno da sačekam zloglasnih „nekoliko dana". kao što je uopšte bila poenta bilo čega od toga? Ovi ljudi su takvi lažovi i tako neprofesionalni.
So today I talked to chatbot and now my payout is approved (albeit for $180 now rather than $210) so im like okay I thought we had established that it was approved. Anyway long story short I will receive an email when they send the money because yeah, they haven't actually sent any money. Want to know why? "Technical issues" according to my account host Victor. I'm again told to wait the infamous "few days." like what was even the point of any of it? These people are such liars and so unprofessional.
Treća kompanija za plaćanje preko koje vršimo ova plaćanja blokirala je račun za neke od naših igrača. Izvinjavamo se zbog neprijatnosti i pokušaćemo da uplatu izvršimo brže.
Hello,
The third party payment company that we are coursing these payments through throttled the account for some of our players. We apologize for the inconvenience and will try to get the payment out faster.
To je ludo što su te toliko ugušili da je potrebno mesec i po za isplatu? I zašto tek sada čujem za ovo? Na primer, koji je tvoj ugao ovde? Ovo je tako dosadno, samo mi platite i završite s tim da se više nikada nećete čuti od mene. Da li neko dobija platu od vas? Kako ste uopšte i dalje operativni?
That's crazy they throttled you so much it takes a month and a half to payout? And why am I just hearing of this now? Like what is your angle here? This is so tedious just pay me out and be done with it you'll never heard from me again. Does anyone get paid by you guys? How are you even still operational?
Ne, nije bilo rešenja. Nema isplate. Samo nastavak izgovora. Stalno govore da sačekamo još nekoliko dana (skoro 2 meseca!) Novac stiže, a nikako.
No, there has been no resolution. No payout. Just continued excuses. They keep saying to wait a few more days (for almost 2 months!) the money is coming and it never does.
Jebote, platili su mi. Prošlo je 2 meseca i po mom mišljenju su mi dva puta naplatili 30 dolara, ali šta god da sam dobio barem nešto od njih. Hvala na pomoći i nikada se više neću igrati sa njima. Nula zvezda, Ketin kazino je šala, odnesite novac negde drugde!
Holy sh*t they actually paid me. It took 2 months and in my opinion they charged me a $30 fee twice, but whatever I got at least something out of them. Thanks for the help and I'll never play with them again. Zero stars, Kat's casino is a joke take your money elsewhere!
Oduševljeni smo što smo čuli da je vaš problem uspešno rešen, a žalbu ćemo označiti kao „rešenu" u našem sistemu. Hvala vam na saradnji i potvrdi tokom celog procesa. Drago nam je što je naša intervencija pomogla da se situacija reši, a mi smo uvek tu da vas podržimo ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom u budućnosti. Ne ustručavajte se da se obratite našem Centru za rešavanje žalbi – posvećeni smo pomoći igračima poput vas.
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 . Vaša iskrena recenzija i svi predlozi za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi od neprocenjive vrednosti. Vaše povratne informacije mogu takođe pomoći drugima koji razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Katarina Duboak
Casino.Guru
Dear ayo666777,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
Casino.Guru
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