The player from Russia had requested a withdrawal less than two weeks before submitting this complaint. The payment has not been processed yet. After confirming that the casino had shut down and receiving no response from them, we closed the complaint as ‘unresolved.’
Igrač iz Rusije je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Uplata još nije obrađena. Nakon što smo potvrdili da je kazino zatvoren i nismo dobili nikakav odgovor od njih, zatvorili smo žalbu kao „nerešenu“.
Zdravo, čekao sam na povlačenje od utorka i niko mi nije odgovarao putem ćaskanja od tog datuma. Štaviše, danas je sajt prestao da radi i nije se otvarao više od 15 sati.
Hello, i was waiting my withdrawal since Tuesday, and noone was answering me via chat since that date. Moreover today site stopped working, and not opening for more then 15 hours.
Dear zendini,
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
Problem je što sajt ne radi i nigde ne mogu da kontaktiram sa njima. Takođe sam potpuno verifikovan
The problem is the site is down and i cant contact with them anywhere. Im also fully verified
Dear zendini,
Have you received your withdrawal from the casino yet?
Dear zendini,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Sajt ne radi više od 2 nedelje, izbrisali su sve društvene veze, izgleda kao prevara sa izlazom. I ne, nisam dobio ništa
The site is down for more then 2 weeks, they deleted all social links, seems like an exit scam. And no, i havent received anything
Dragi Zendini,
Hvala vam što ste dali sve potrebne informacije. Takođe smo dobili potvrdu iz kazina da su se zatvorili. Međutim, pošto smo u kontaktu sa predstavnikom kazina, potrudićemo se da se raspitamo šta se desilo sa preostalim stanjem na vašem računu.
Vašu žalbu ću sada proslediti svom kolegi Branislavu ( branislav.b@casino.guru ), koji će vam pomoći da napredujete. Želim vam puno sreće u rešavanju ovog pitanja.
Srdačan pozdrav,
Nick
Dear Zendini,
Thank you for providing all the necessary information. We have also received confirmation from the casino that they have shut down. However, as we are in contact with a representative from the casino, we will do our best to inquire about what has happened to the remaining balance on your account.
I will now forward your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be assisting you moving forward. Wishing you the best of luck in resolving this matter.
Best regards,
Nick
Zdravo, Zendini,
Žao mi je što čujem za vaše neprijatno iskustvo i izvinjavam se zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi MiuCasino tim ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Može li očekivati da će njegovo povlačenje na čekanju biti obrađeno? Ako jeste, koji je procenjeni vremenski okvir za obradu uplate? Kada može da očekuje da će to biti pripisano njegovom načinu plaćanja?
Hello, Zendini,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear MiuCasino team,
Could you please explain the player's situation in more detail? Can he expect his pending withdrawal to be processed? If so, what is the estimated time frame for processing the payment? When can he expect it to be credited to his payment method?
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 Zendini,
Nažalost, pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, ne možemo da nastavimo sa rešavanjem ove žalbe i prinuđeni smo da je zatvorimo kao „nerešenu", što će negativno uticati na rejting kazina. Međutim, izgleda da je kazino potpuno prestao da radi jer sam primetio da je i naša recenzija ažurirana u međuvremenu, a kazino je označeno kao zatvoreno. Dakle, uopšte ne zvuči dobro.
Iako je kazino zatvoren i možda vam to neće pomoći, ja bih svakako barem pokušao - preporučujem vam da kontaktirate autoritet za igre na sreću koji/je kazino reguliše (Curacao eGaming) i podnesete žalbu direktno regulatoru.
Žalbe kod ovog regulatora se obično odvijaju preko pečata validatora dostupnih na sajtovima kazina (u ovom slučaju nije moguće), međutim, ovo je link do njihovog obrasca za žalbe, direktno na njihovoj zvaničnoj veb stranici - OVDE . Sve potrebne informacije trebalo bi da pronađete u našem pregledu kazina, posebno o vlasniku. Takođe, pružam vezu do našeg članka sa opštim informacijama o procesima žalbe OVDE .
U slučaju bilo kakvih pitanja ili vesti od regulatora, ne oklevajte da me kontaktirate na branislav.b@casino.guru .
Voleo bih da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Zendini,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. However, it looks like the casino stopped operating completely because I noticed our review was also updated in the meantime, and the casino was marked as closed. So, it does not sound good at all.
Although the casino is closed and maybe it will not help you, I would definitely at least try it anyway - I recommend you contact the gaming authority the casino is/was regulated by (Curacao eGaming) and submit a complaint directly to the regulator.
Complaints with this regulator usually take place through validator seals available on casinos' websites (not possible in this case), however, this is the link to their Complaint form, directly on their official website - HERE. You should find all the necessary information in our casino review, especially the owner. Also, I am providing a link to our article with general information about complaint processes HERE.
In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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