The player from Russia 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 the withdrawal had been pending for 15 days, prompting us to escalate the issue to the casino for clarification. The casino responded that the withdrawal was subject to additional verification. Eventually, the player confirmed that the funds had been received. The issue had been successfully resolved, and we marked the complaint as 'resolved' in our system.
Igrač iz Rusije 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 povlačenje čekalo 15 dana, što nas je navelo da eskaliramo problem kazinu radi pojašnjenja. Kazino je odgovorio da je povlačenje podložno dodatnoj verifikaciji. Na kraju je igrač potvrdio da su sredstva primljena. Problem je uspešno rešen, a žalbu smo označili kao „rešenu“ u našem sistemu.
Dvanaesti dan ne mogu da dobijem svoj dobitak u iznosu od 500 hiljada rubalja (5.500 dolara) svaki dan me hrane obećanjima, pozivajući se na činjenicu da se uplata proverava i da je njen rok u početku bio 48 sati, a kako su istekli. onda je to uopšte postalo neregulisano. Kažu da je to učinjeno radi moje bezbednosti.
Praistorija: 9. februara sam deponovao 40 hiljada rubalja (450 dolara), igrao bez bonusa, u tri provajdera, nolimit, pragmat i endorfina, samo 3-5 slota. Nema tu šta da se proveri, pa, a ako treba, onda se to može uraditi za nekoliko minuta. Ali ne 12 dana. Za sve godine igranja u ovom kazinu, prvi put vidim takav stav. Imam VIP status, dugo sam u potpunosti verifikovan, dugu istoriju velikih depozita i uplata, i do danas nije bilo nikakvih problema. Nisu mi postavljeni nikakvi dodatni zahtevi, nalog nije blokiran, u komunikaciji sa podrškom niko ništa ne objašnjava, kažu da čekam. ali! razumni rokovi su već prošli i ne navode kraj ovih rokova verifikacije! a shodno tome i rokovi za isplatu mog dobitka!
Zahtevam da se verifikacija mog naloga završi i moj dobitak bude isplaćen!
For the twelfth day I have not been able to receive my winnings in the amount of 500 thousand rubles (5,500 dollars) every day they feed me with promises, referring to the fact that the payment is being verified and its term was initially 48 hours, and as they expired. then it became unregulated at all. They say that this is done for my own safety.
Prehistory: On February 9, I deposited 40 thousand rubles (450 dollars), played without bonuses, in three providers, nolimit, pragmat and endorfina, only 3-5 slots. There is nothing to check there, well, and if you need to, then this can be done in a matter of minutes. But not 12 days. In all the years of playing in this casino, this is the first time I see such an attitude. I have VIP status, I have been fully verified for a long time, a long history of large deposits and payments, and there were no problems until this day. No additional requirements were made to me, the account is not blocked, in communication with support no one explains anything, they say to wait. but! reasonable deadlines have already passed and they do not name the end of these verification deadlines! and accordingly the deadlines for paying out my winnings!
I demand that the verification of my account be completed and my winnings be paid out!
Dear Armagnac,
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 Armagnac,
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.
Do sada je sve nepromenjeno. Isplata je na čekanju, iako je prošlo 15 dana od kada sam je napravio
So far, everything is unchanged. The payment is pending, although 15 days have passed since I created it
Hvala Armagnac za sve informacije koje ste dali. Sada ću vašu žalbu proslediti kolegi Romi ( romana.r@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you Armagnac for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo Armagnac ,
Moje ime je Romi, i ja ću vam pomoći u vašem slučaju. Želeo bih da zatražim prisustvo predstavnika kazina u ovom razgovoru.
Dragi Legzo Casino,
Da li biste mogli da date dodatne informacije u vezi sa povlačenjem i da razjasnite situaciju?
Hvala unapred.
S poštovanjem,
Romi
Hello Armagnac,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Legzo Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
Odgovor na druge resurse predstavnika kazina je šablon. Imamo pravo da proveravamo koliko hoćemo, bez vremenskih ograničenja. Čekaj. I to je to. Da li je ovo prihvatljivo?
Imam kristalno čistu istoriju i reputaciju tokom godina igranja u ovom projektu. I nemam čega da se plašim da sam tu nešto prekršio. Ne mogu da nađu razlog da ne plate i zato samo namerno odlažu. Mislim da jesam.
The answer on other resources from the casino representative is template. We have the right to check as much as we want, without time limits. Wait. And that's it. Is this acceptable?
I have a crystal clear history and reputation over the years of playing in this project. And I have nothing to fear that I violated something there. They can't find a reason not to pay and therefore they are just deliberately delaying. I think so.
Zdravo, dragi predstavnici Casino Gurua! Zbog paragrafa 8.24 Odredbi i uslova, povlačenje igrača podleglo je dodatnoj verifikaciji.
Dragi igraču, molimo vas da se prijavite za povlačenje i uskoro će biti odobreno.
Srdačan pozdrav,
Legzo Casino
Hello, dear Casino Guru representatives! Due to paragraph 8.24 of the Terms and Conditions, player's withdrawal was subject to additional verification.
Dear player, please apply for a withdrawal and it'll be approved shortly.
Best regards,
Legzo Casino
Sredstva su primljena. Nema više pitanja za kazino. Hvala svima!
Funds have been received. There are no more questions for the casino. Thanks everyone!
Hvala vam, Armagnac, što ste potvrdili i što ste koristili centar za rešavanje žalbi Casino Guru. Veoma mi je drago što ste dobili svoja sredstva. Pošto je problem uspešno rešen, sada ćemo vašu žalbu označiti kao „rešenu" u našem sistemu.
Ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. 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 da podelite svoje iskustvo sa našim uslugama na Trustpilot-u: 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,
Romi
Casino.Guru
Thank you, Armagnac, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
Casino.Guru
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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.
