The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player faced issues with the KYC process, which took longer than expected, and encountered difficulties registering her information. After 10 days, the withdrawal was received following intervention prompted by her publicizing the issue on Trustpilot. The complaint was marked as resolved by us, and we appreciated her cooperation throughout the process.
Igrač iz Ujedinjenog Kraljevstva je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njihovi dobici još nisu primljeni. Igračica se suočila sa problemima sa KIC procesom, koji je trajao duže nego što se očekivalo, i naišla je na poteškoće u registraciji njenih informacija. Nakon 10 dana, povlačenje je primljeno nakon intervencije koju je podstakla objavljivanjem problema na Trustpilotu. Žalbu smo označili kao rešenu i cenili smo njenu saradnju tokom celog procesa.
Deponovao sam na svoj račun - bez depozita ili bonusa za klađenje ili ponuda - počeo sam da dobijam - prvo 21 LTC koje sam povukao 20LTC, a zatim drugi 19LTC koje sam poslao na povlačenje - kompanija me je optužila da imam dupli račun i zatvorila ga mojim povlačenjem. Zatim sam ih kontaktirao i pružio im informacije koje se odnose na moj identitet i adresu i sada sam u poziciji da informacije koje su tražili ne mogu da se unesu u njihov sistem. Oni čine sve što je moguće da me spreče da dobijem ovaj novac!
I deposited into my account - no deposit or wagering bonus or offers - I started winning - first 21 LTC which I withdrew the 20LTC and then second 19LTC which i sent for withdrawal - the company accused me of having a duplicate account and closed it with my withdrawals. I then contacted them and provided them information relating to my identity and address and now I am in a position where the information they have asked for cannot be inputted on their system. They are doing everything possible to stop me from getting this money!
Dear HQ0069,
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.
Problem koji imam je sa KIC procesom - dao sam im relevantne informacije - sada traže da ovo stavim na svoj profil - kada odem da to uradim, ne dozvoljavaju mi i kažu da ne mogu da se registrujem iz UK, međutim, prema njihovim uslovima, nema nikakvih ograničenja protiv UK 
The issue I have is with the KYC process - I have provided them the relevant information - they are now asking me to put this on my profile - when I go to do this, they don't let me and say I can't register from the UK however in their terms, there aren't any restrictions against the UK
Dear HQ0069,
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.
Povlačenje je primljeno nakon 10 dana - pokušali su da ga zadrže, ali nakon što su objavili šta rade na trustpilotu, oslobodili su sredstva. Međutim, KIC je trajao duže od 24 sata
Withdrawal has been received after 10 days - they tried to hold onto it but after publicising what they were doing on trustpilot they released the funds. KYC took longer than 24hrs though
Poštovani HK0069,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot 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 radi pomoći u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
Dear HQ0069,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Nick Bacon
Casino.Guru
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.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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