Igračica iz Njemačke je prije 3 sedmice dostavila sva potrebna dokumenta, ali njen račun još nije verifikovan.
17.04.2022 sam poslao sve dokumente i čekam potvrdu od KYC-a 3 sedmice, pokušavam kontaktirati nažalost nema šanse da mi neko odgovori!
strašno je čekati toliko za 1100€!
Zašto ne mogu razgovarati ni sa kim i samo isplatiti novac je moje pravo!
On April 17th, 2022 I sent all the documents and I've been waiting for the confirmation from KYC for 3 weeks, I'm trying to contact unfortunately no chance of anyone answering me!
is terrible to wait so much for 1100€!
Why can't I talk to anyone and just pay out the money is my right!
Am 17.04.2022 habe ich alle Unterlagen zugeschickt und ich warte seit 3 Wochen schon die Bestätigung von KYC , ich versuche zu kontaktieren leider kein Chance jemand mir zu antworten!
ist schrecklich für 1100€ so viel zu warten !
warum kann ich mit niemanden besprechen und das Geld einfach auszahlen ist mein Recht!
Draga Victoria,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KYC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provjere njihove identifikacijske i dokumente, to je jedini način na koji kockarske ustanove mogu završiti procedure verifikacije. Nijedno od licenciranih kockarnica ne uzima olako KYC i može potrajati nekoliko radnih dana da se završi ovaj temeljiti proces.
Možete li molim vas da nam kažete koje ste dokumente već dostavili? Da li sam dobro shvatio da je 1.100 € (vrijednost spora) trenutno zaglavljeno na vašem računu zbog verifikacije koja je u toku?
Nadam se da ćemo moći da Vam pomognemo da rešite Vaš problem što je pre moguće. Jedva čekamo čuti od vas.
Srdačan pozdrav,
Kristina
Dear Victoria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided? Do I understand correctly that €1,100 (dispute value) is currently stuck in your account due to ongoing verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Potvrda o registraciji, lična karta, (od mene Victoria T***** i (izvod sa bankovnog računa, vlasnik računa je moj partner Daniel D*** moj životni partner!)
na to čekam od 17.04.2021!
Nije u redu čekati toliko samo na potvrdu!
i dok se novac ne uplati na račun moram čekati još 6 mjeseci! Užasno!
Registration certificate, identity card, (from me Victoria T***** and (bank account statement, account owner is my partner Daniel D*** my life partner!
for that, I've been waiting since April 17th, 2021!
It's not okay to wait so much for just a confirmation!
and until the money is deposited in the account I have to wait another 6 months! Terrible!
Anmeldebescheinigung , Personalausweis , ( von mir Victoria T***** und (Bankkonto Auszug , Konto Inhaber ist mein Partner Daniel D*** mein Lebenspartner!
für das, warte ich seit 17.04.2021 !
Es ist nicht in Ordnung, für nur eine Bestätigung so viel zu warten !
und bis das Geld im konto eingezahlt werden muss ich noch 6 Monaten warten! Schlimm!
Hvala na odgovoru, Victoria. Možete li mi proslijediti svu relevantnu komunikaciju između vas i kazina? Moja adresa e-pošte je kristina.s@casino.guru . Alternativno, možete ga objaviti ovdje. Hvala unapred.
Thank you for your reply, Victoria. Could you please forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Žao mi je, Victoria, ali ne razumijem tvoje pitanje. Možete li detaljnije objasniti?
Također, imajte na umu da nisam primio nikakvu e-poštu od vas. Da li biste bili ljubazni da omogućite potrebnu komunikaciju između vas i kazina? Moja adresa e-pošte je kristina.s@casino.guru .
I am sorry, Victoria, but I don't understand your question. Could you please elaborate?
Also, please note that I haven't received any emails from you. Would you be so kind as to provide the required communication between you and the casino? My email address is kristina.s@casino.guru.
Hvala puno Victoria na odgovoru. Sada ću prenijeti vašu žalbu kolegi Tomasu ( tomas@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem uskoro biti riješen na vaše zadovoljstvo.
Thank you very much Victoria for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
zdravo Victoria,
Od sada ću vam pomagati oko vaše žalbe. Zamolio bih predstavnike Locowin kazina da se uključe u raspravu kako bi nam pomogli da riješimo problem verifikacije i povlačenja.
Hello Victoria,
I will assist you with your complaint from now on. I would like to ask the representatives of Locowin casino into the discussion in order to help us resolve the verification and withdrawal issue.
Pozdrav, račun je verificiran, ali iako sam poslao registraciju, dokaz adrese je ispravan za KYC i želio bih poslati druge dokumente kao što su (račun za plin, struju) itd!
To ne može biti, tačna adresa je tamo!
Da, pozovite! Čekam ovu isplatu od 17.04!
Hello, account is verified, but although I have sent the registration, the address proof is correct for KYC and I would like to send other documents such as (gas bill, electricity) etc!
That can't be, the exact address is there!
Yes, please invite! I've been waiting for this payout since 17.04!
Hallo , Konto ist verifiziert, aber obwohl ich die Anmeldung zur Geschickt habe , die Adresse Nachweis stimmt für KYC und möchte andere Unterlagen zuschicken wie z.b ( Gas Rechnung, Strom ) etc !
das kann nicht sein , steht ganz genau die Adresse da!
ja ,bitte einladen ! Ich warte seit 17.04 für diese Auszahlung!
Molimo pozovite predstavnike Locowina da riješe ovo. Kako je moguće da je adresa pogrešna. Čak sam poslao registraciju je prilično tačna! Račun nije u potpunosti verificiran
Please invite Locowin representatives to sort this out . How can it be that the address is wrong. I've even sent registration is quite accurate! Account is not fully verified
Bitte die Vertreter von Locowin einladen , das zu klären . Wie kann sein die Adresse stimmt nicht . Ich habe sogar Anmeldung zugeschickt steht ganz genau ! Konto ist nicht komplett verifiziert
zdravo Victoria,
Izvinjavamo se zbog kašnjenja u odgovoru. Proces KYC verifikacije je obavezan.
Kao što smo mogli vidjeti da u početku niste dali validan dokaz adrese, zbog čega ste dobili mejl od nadležnog odjeljenja sa objašnjenjem koji su to važeći dokumenti.
Proslijedili smo vaše dokumente našem nadležnom odjeljenju koje ste ponovo poslali. Javit ćemo vam se čim dobijemo njihov odgovor.
Vaše strpljenje će biti veoma cijenjeno.
Srdačan pozdrav,
Locowin Casino.
Hello Victoria,
We apologies for the delay in reply. The KYC verification process is mandatory.
As we could see that you didn't provide the valid proof of address in the beginning that's why you got an email from relevant department with explanation that what are the valid documents.
We have forwarded your documents to our relevant department which was sent by you again. We will get back to you as soon as we get reply from them.
Your patience will be greatly appreciated.
Best Regards,
Locowin Casino.
zašto dokaz o adresi nije valjan? Ne razumem!
Imam drugi dokaz adrese 15.05.2022, da li moram čekati još mjesec dana samo na provjeru ili opet nešto nije u redu s tobom?
why was the proof of address not valid? I don't understand !
I have the other proof of address on May 15th, 2022, do I have to wait another 1 month just for verification, or is there something wrong with you again?
warum War Adressemachweis nicht gültig? verstehe ich nicht !
Ich habe die andere andressnachweis am 15.05.2022 , muss ich wieder 1 Monat warten nur für Verifizierung, oder kann sein das schon wieder irgendwas für euch stimmt nicht !
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
zdravo Victoria,
Sa zadovoljstvom vas obavještavamo da je vaš račun uspješno verifikovan.
Danas ste dobili e-poruku u vezi s tim i obavijestili smo vas da zatražimo novo povlačenje koje ste danas prijavili.
Uskoro ćete obavijestiti kada vaše povlačenje bude odobreno.
Vaše strpljenje će biti veoma cijenjeno..!
Srdačan pozdrav,
Locowin Casino.
Hello Victoria,
We are happy to inform you that your account has been successfully verified.
You got an email regarding this today and we informed to request a new withdrawal which you have applied today.
You will notified soon once your withdrawal gets approved.
Your patience will be greatly appreciated..!
Best Regards,
Locowin Casino.
Pozdrav svima,
hvala Locowin casinu na dobrim vijestima.
Obavijestite nas kada će povlačenje biti odobreno i kada će transakcija biti završena. Veoma cijenjeno!
Hello all,
thanks to Locowin casino for the good news.
Please let us know when the withdrawal will be approved, and the transaction will be completed. Much appreciated!
Zdravo Locowin,
da li želi da me zadirkuje
Odbio sam isplatu, imam pravo da podignem novac, dobio sam i za to sam uplatio ukupno 365€! Želim da vratim novac koji sam položio ako mi ne isplate novac koji sam osvojio!
Pobijedio sam i novac jednostavno nije isplaćen i od 1050€ ima samo 45€ na mom Locowin računu, da li je to prevara?
Hello Locowin,
does she want to tease me
I declined my withdrawal, I have the right to withdraw the money, I won and for that I deposited a total of €365! i want to get back the money i deposited if they don't pay me the money i won!
I won and the money is simply not paid out and out of 1050€ there is only 45€ in my Locowin account, is that a hoax?
Hallo Locowin ,
möchte sie mich verarschen ,
meine Auszahlung ich abgelehnt, ich habe das Recht das Geld auszahlen lassen , ich habe gewonnen und dafür habe ich insgesamt 365€ eingezahlt! ich möchte das Geld was ich eingezahlt habe zurück zu bekommen wenn sie mir das Geld was ich gewonnen habe nicht ausgezahlt bekomme!
ich habe gewonnen und einfach das Geld nicht ausgezahlt wird und von 1050€ ist in mein Locowin Konto nur 45€ drauf , ist das Verarschung?
nudim Locowin,
uplatite novac na to, nemam 1050€ na bankovnom računu a isto tako ni na Locowin računu, kao što rekoh, uplatio sam ko novac i igrao se sa tim!
a sada sam zbog tebe izgubio preko 1400€
dodajte 1050€ na Locowin račun ili, kao što sam rekao, isplatite novac koji sam uplatio ukupno!
To je čista prevara
I offer Locowin,
deposit the money on it, I don't have 1050€ in the bank account and also not in the Locowin account, as I said, I deposited like money and played with it!
and now i lost over 1400€ because of you
add the €1050 to the Locowin account or, as I said, pay out the money I paid in total!
It's straight up a hoax
Ich biete Locowin ,
das Geld drauf einzuzahlen, ich habe 1050€ nicht im Bankkonto nicht und auch nicht im Locowin Konto , ich habe wie gesagt wie Geld eingezahlt und damit gespielt!
und jetzt habe ich über 1400€ verloren Wegen euch
mach die 1050€ im Locowin Konto drauf oder wie gesagt das Geld was ich insgesamt eingezahlt habe mir auszahlen !
Es ist direkt eine Verarschung
zdravo Victoria,
Kao što smo mogli vidjeti da ste prekršili naše uslove bonusa zbog čega je vaš dobitak izgubljen. Primili ste e-mail u vezi sa istim.
Molimo vas da pažljivo pročitate naše uslove bonusa kako biste izbjegli ovakvu situaciju u budućnosti.
Srdačan pozdrav,
Locowin Casino.
Hello Victoria,
As we could see that you had broken our bonus terms due to which your winnings had been forfeited. You have received an email regarding the same.
We request you to read our bonus terms carefully to avoid the situation like this in the future.
Best Regards,
Locowin Casino.
zdravo Victoria,
Pišemo vam u vezi sa vašim zahtjevom za povlačenje od 1.050,00 €.
Nažalost, morali smo odbiti vaš zahtjev za povlačenje zbog kršenja naših Odredbi i uslova.
Dobici su generisani prilikom postavljanja bonus opklada preko limita promocija ([TEMPLATE_BONUS] - 100% klađenje 18x do 200€ (20-100€) - Bonus + Depozit EUR & Bonus dobrodošlice 1 EUR). Stavljanjem opklada preko limita od 4,00 € i na ograničene igre (Sweet Bonanza Xmas) tokom preokreta bonusa prekršili ste Odredbe i uslove promocije, pa je vaš zahtjev za povlačenje odbijen i generirani dobici su poništeni.
Vaš početni depozit je vraćen na vaš gotovinski saldo.
Pogledajte sljedeći prilog ili posjetite našu web stranicu za više informacija: https://www.locowin.com/bonus-terms
Ako imate bilo kakvih drugih pitanja, nedoumica ili komentara, ne ustručavajte se kontaktirati naš tim za korisničku podršku.
S poštovanjem,
Payments Cashier
Hello Victoria,
We are writing to you regarding your withdrawal request of €1,050.00.
Unfortunately we had to decline your withdrawal request due to a breach in our Terms & Conditions.
Winnings were generated while placing bonus bets over the limit of the promotions ([TEMPLATE_BONUS] - 100% Wagering 18x up to 200€ (20-100€) - Bonus + Deposit EUR & Welcome Bonus 1 EUR). By placing bets over the limit of €4.00 and on restricted games (Sweet Bonanza Xmas) during bonus rollover you breached the Terms & Conditions of the promotion hence your withdrawal request being declined and winnings generated were voided.
Your initial deposit has been returned to your cash balance.
Please have a look into the following attachment or visit our website for more information: https://www.locowin.com/bonus-terms
Should you have any other questions, concerns or comments, please do not hesitate to contact our customer service team.
Sincerely,
Payments Cashier
zdravo Victoria,
hvala na poruci.
Voljeli bismo da kazina implementiraju sisteme koji bi spriječili igrače da plasiraju opklade veće od dozvoljenih, ali, nažalost, to još nije standardna praksa.
Jeste li svjesni da ste prekršili pravilo maksimalne opklade? Da li se to dešavalo isključivo u navedenoj igri ili iu drugim igrama?
Hello Victoria,
thanks for your message.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.
Are you aware you breached the maximum bet rule? Did that happen exclusively in the aforementioned game or in other games as well?
Da, ali ako novac nije mogao biti isplaćen, trebao bi jednostavno ostati na Locowin računu kao novac kako biste mogli nastaviti igrati! Nemojte samo oduzeti sve
Yes, but if the money could not be paid out, it should simply remain on the Locowin account as money so that you can continue playing! Don't just take everything away
ja , aber es sollte wenn das Geld nicht auszahlen konnte einfach weiter auf dem Locowin Konto als Geld bleiben damit Mann weiter spiele kann ! Nicht einfach alles weg nehmen
Viktorija,
kazna za kršenje pravila kazina je konfiskacija dobitaka jer kazino smatra da su dobici nelegitimni. Kada ste tražili povlačenje nakon što je provjera vašeg igranja završena, kazino je zaplijenio vaš dobitak.
Obratite pažnju na moje drugo pitanje. Da li je maksimalna opklada prekršena isključivo u prethodno navedenoj igri ili iu drugim igrama?
Victoria,
penalty for breaching the casino rules is confiscation of the winnings because the casino considers the winnings illegitimate. When you asked for a withdrawal after the check of your gameplay was complete, the casino confiscated your winnings.
Please pay attention to my other question. Was the max bet breached exclusively in the aforementioned game or in other games as well?
zdravo Victoria,
Hvala na odgovorima na moja pitanja.
Nažalost, kazino vas nije spriječio da prekršite pravilo maksimalne opklade i u ovom trenutku ne mogu mnogo učiniti da podržim vaš slučaj. Toplo bih preporučio da pažljivo pročitate sve odredbe i uslove prije nego počnete igrati kako biste izbjegli bilo kakve nesporazume u budućnosti. Kazina pokušavaju dizajnirati svoje bonuse da budu što atraktivniji, ali pravila se moraju poštovati. Ne oklijevajte da me kontaktirate ako postoji još nešto što mogu učiniti za vas po ovom pitanju, inače ću biti primoran zatvoriti ovu žalbu.
Hvala na razumijevanju.
Hello Victoria,
Thanks for answering my questions.
Unfortunately, the casino didn't prevent you from breaching the max bet rule and there is not much I can do to support your case at this time. I would strongly recommend reading all the terms and conditions carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must be followed. Please do not hesitate to contact me if there is anything else I could do for you in this matter, otherwise, I will be forced to close this complaint.
Thanks for your understanding.
Zdravo Viktorija.
Preuzimam vašu žalbu jer je kolega Tomas bolestan.
Kako je Tomas napisao, u ovom slučaju ne možemo ništa učiniti. Kazino je postupio u skladu sa svojim uslovima, tako da zatvaramo ovu žalbu kao odbijenu.
Hello Victoria.
I am taking over your complaint because my colleague Tomas is sick.
As Tomas wrote, in this case, there is nothing we can do. The casino acted according to its terms and conditions, so we are closing this complaint as rejected.
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.