Igrač iz Nemačke je od avgusta čekao na dobitak. Žalba je zatvorena kao nerešena jer je kazino prestao da odgovara i sarađuje. Ponovo smo otvorili ovu žalbu na zahtev kazina. Igrač je potvrdio prijem uplate.
The player from Germany has been waiting for his winnings since August. The complaint was closed as unresolved because the casino stopped responding and cooperating. We’ve reopened this complaint at the request of the casino. The player has confirmed receipt of the payment.
Igrač iz Nemačke je od avgusta čekao na dobitak. Žalba je zatvorena kao nerešena jer je kazino prestao da odgovara i sarađuje. Ponovo smo otvorili ovu žalbu na zahtev kazina. Igrač je potvrdio prijem uplate.
Zdravo, zatražio sam povlačenje 11. i 12. avgusta. Do danas, novac nije prikazan na mom bankovnom računu. Vrlo često su mi obećavali da će isplata stići u narednih nekoliko dana. To je uvek bila neistina.
Hello, I requested a withdrawal on August 11th and 12th. To date, the money is not shown in my bank account. I was promised very often that the payout would arrive in the next few days. That was always the untruth.
Hallo, am 11 und 12. August habe ich je eine Auszahlung beantragt. Bis heute ist das Geld nicht auf meinem bankkonto angegeben. Mir wurde sehr oft versprochen, das die Auszahlung in den nächsten Tagen ankommt. Das war immer die Unwahrheit.
Dragi Torkon2000,
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 ste ranije izvršili uspešna povlačenja? Možete li potvrditi da ste prošli KIC verifikaciju?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Torkon2000,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Kristina
Zdravo Kristina, hvala na upitima. Evo odgovora: Još nisam dobio isplatu. Uspešno sam završio sve 3 verifikacije (ID, verifikacija adrese i Self sa ID).
Dobio sam sa bonusom. Moj prvi zahtev za povlačenje do sada je odbijen. Ali ovde se radi o mom drugom i trećem zahtevu za povlačenje. Ovde sam ja accounting@madmoneycasino.com dana 21.09. potvrđuje da će biti isplaćeni zahtevi 315 i 603 evra. Ali ni ove još nisu isplaćene.
Pozdrav Christian H ***
Hello Kristina, thank you for your queries. Here are the answers: I haven't received a payout yet. I have successfully completed all 3 verifications (ID, address verification and Selfi with ID).
I got the winnings with a bonus. My first withdrawal request so far has been rejected. But this is about my second and third withdrawal request. Here I was from accounting@madmoneycasino.com on 21.09. confirms that requests 315 and 603 EUR will be paid. But these have not yet been paid out either.
Greetings Christian H ***
Hallo Kristina, danke für Ihre Rückfragen. Hier die Antworten: Ich habe noch keine Auszahlung erhalten. Alle 3 Verifizierungen habe ich erfolgreich abgeschlossen (ID, adress verification and Selfi with ID).
Die Gewinne habe ich mit Bonus erziehlt. Meine erste Auszahlungsanfrage wurde bisher abgelehnt. Hier geht es aber um meine zweite und dritte Auszahlungsanfrage. Hier wurde mir von accounting@madmoneycasino.com am 21.09. bestätigt, dass die Anfragen 315 und 603 EUR ausgezahlt werden. Aber auch diese wurden bisher nicht ausgezahlt.
Gruß Christian H***
Hvala vam na odgovoru, Torkon2000. Možete li molim vas da nam kažete koji je trenutni status vašeg zahteva za povlačenje? Da li je na vašem nalogu označeno kao na čekanju ili obrađeno?
Pored toga, prosledite svu relevantnu komunikaciju između vas i kazina na KSKSKSKSKS0@email.kkkkk . Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, Torkon2000. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Zdravo Kristina, poslao sam svoju e-poštu sa kazinom na navedenu adresu. Trenutni status mog zahteva za povlačenje je i dalje isti kao što je bio od 11. i 12. avgusta.
Status je „završen", a tip je „PaimentIK Cashier BankIBAN". Pogledajte i priloženi snimak ekrana.
Takođe mi je jednom rečeno u ćaskanju uživo da ima problema sa načinom plaćanja i da treba da sačekam, ali to je bilo pre skoro 2 meseca.
Hello Kristina, I have sent my email communication with the casino to the address provided. The current status of my withdrawal request is still the same as it was since August 11th and 12th.
The status is "complete" and the type is "PaymentIQ Cashier BankIBAN". See also attached screenshot.
I was also told once in the live chat that there were problems with the payment method and that I should just wait, but that was almost 2 months ago.
Hallo Kristina, ich habe meine email-Kommunikation mit dem Casino an die angegebene Adresse gesendet. Der aktuelle Status meiner Auszahlungsanfrage ist immer noch der gleiche wie seit dem 11. und 12. August.
Es steht Status "vollständig" und bei Typ steht "PaymentIQ Cashier BankIBAN". Siehe auch beiliegender Screenshot.
Im Livechat wurde mir auch schon einmal erzählt ,es gebe Probleme mit der Auszahlungsart und ich sollte einfach warten, aber das ist nun bald 2 Monate her.
Hvala vam puno Torkon2000 na saradnji. Sada ću preneti vašu žalbu kolegi Tomašu ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem uskoro biti rešen na vaše zadovoljstvo.
Thank you very much Torkon2000 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Torkon2000,
Ovo je Tomas i od sada ću se pobrinuti za vašu žalbu. Pregledao sam vaš slučaj i želeo bih da pozovem Mad Monei Casino da se pridruži razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Mad Monei Casino,
Možete li, molim vas, dati ažuriranje o statusu povlačenja igrača?
Hvala vam.
Najlepše želje,
Tomas
Hello Torkon2000,
This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mad Money Casino to join the conversation and participate in the resolution of this complaint.
Dear Mad Money Casino,
Can you please provide an update on the status of the player's withdrawal?
Thank you.
Best wishes,
Tomas
Zdravo,
Vaša žalba je primljena na znanje i detalji su poslati računovodstvu kako bi se ovo raspršilo na vaš nalog. Izvinjavamo se zbog kašnjenja dok smo ažurirali na nove sisteme plaćanja.
Hvala vam
Hello,
Your complaint has been noted and details have been sent to accounting to have this dispersed to your account. We apologize for the delay while we have been updating to new payment systems.
Thank you
Dragi Mad Monei Casino,
Možete li nam dati detaljnije objašnjenje situacije igrača? Ako ste ažurirali na nove sisteme plaćanja, da li to utiče na povlačenja igrača?
Hvala vam što ste dali informacije.
Srdačan pozdrav,
Tomas
Dear Mad Money Casino,
Could you please provide us with an explanation of the player's situation in more detail? If you have been updating to new payment systems, does it affect the player's withdrawals?
Thank you for providing the information.
Best regards,
Tomas
Zdravo,
Imali smo prošli problem gde su se paifiles automatski dovršavali zbog čega je kazino izgledalo kao da je plaćeno. Morali smo da pronađemo ove paifile na koje je sistem uticao i da ih ponovo konfigurišemo da rade sa ažuriranim sistemom. Zatim ih ponovo pošaljite na plaćanje.
Hvala vam
Hello,
We had a past issue where payfiles were auto completing which to the casino made it look like it was paid. We had to find these payfiles that were effected by the system and reconfigure them to work with the updated system. Then resubmit them to be paid.
Thank you
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dragi Torkon2000,
Više puta sam pokušavao da kontaktiram kazino, ali izgleda da su prestali da odgovaraju. Nema mnogo toga što se sada može uraditi bez saradnje kazina. Označiću žalbu „nerešenom" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Voleo bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Tomas
Dear Torkon2000,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I wish I could be of more help.
Kind regards,
Tomas
Ponovo smo otvorili ovu žalbu na zahtev Mad Monei Casino-a. Želeli bismo da dozvolimo ovom slučaju još jednu šansu da se reši i pomognemo obema uključenim stranama da donesu zadovoljavajući zaključak.
We’ve reopened this complaint at the request of Mad Money Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dobro jutro,
Izvinjavamo se zbog kašnjenja plaćanja, juče smo mogli da platimo u celosti preko BTC-a. Hvala vam što ste razmotrili ponovno otvaranje ovog slučaja.
Hvala vam
Good morning,
We apologize for the delay on payment, we were able to pay this in full via BTC yesterday. Thank you for your consideration in reopening this case.
Thank you
Dragi Torkon2000,
Nadam se da si dobro. Dobili smo ažuriranje od Mad Monei Casino-a da je već trebalo da vam bude plaćeno.
Možete li potvrditi da je to tačno i da je stvar sada rešena?
Mnogo vam hvala.
Srdačan pozdrav,
Tomas
Dear Torkon2000,
I hope you are doing well. We have received an update from Mad Money Casino that you should have already been paid.
Could you please confirm that this is correct and that the matter is now resolved?
Thank you very much.
Kind regards,
Tomas
Zdravo, mogu da potvrdim. Novac je stigao juče alternativnim načinom plaćanja (konačno posle 3 meseca). Hvala vam puno.
Hello, yes I can confirm. The money arrived yesterday via an alternative payment method (finally after 3 months) Thank you very much.
Hallo, ja kann ich bestätigen. Das Geld ist gestern auf alternativem Auszahlungsweg (endlich nach 3 Monaten) bei mir angekommen Vielen Dank.
Poštovani Torkon2000,
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Srdačan pozdrav,
Tomas
Dear Torkon2000,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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.