Igrač iz Poljske se suočava sa problemom sa povlačenjem dobitaka nakon što je uzeo bonus i zakonski ispunio uslove. Nakon zahteva za gotovinom, kazino je zatvorio njegov račun bez objašnjenja, pozivajući se na odredbu koja im to dozvoljava.
The player from Poland faces a problem with withdrawing winnings after taking a bonus and legally fulfilling the requirements. Following a cash-out request, the casino closed his account without explanation, citing a provision that allows them to do so.
Igrač iz Poljske se suočava sa problemom sa povlačenjem dobitaka nakon što je uzeo bonus i zakonski ispunio uslove. Nakon zahteva za gotovinom, kazino je zatvorio njegov račun bez objašnjenja, pozivajući se na odredbu koja im to dozvoljava.
Uzeo sam bonus od 88% plus 88 besplatnih okretaja. Sve sam uradio po zakonu. tada sam imao neke veće dobitke i odlučio sam da je vreme za isplatu. Naručio sam ga. Naravno, morao sam odmah da prođem verifikaciju. a posle tri dana su mi zatvorili nalog bez objašnjenja. samo se pozivajući na odredbu da mogu i to je to. molim te pomozi mi
I took a bonus of 88% plus 88 free spins. I did everything legally. then I had some bigger winnings and I decided it was time to cash out. I ordered it. Of course, I had to undergo verification immediately. and after three days they closed my account without even providing an explanation. just referring to the provision that they can and that's it. please help me
Dragi MateuszAaapek,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za problem sa kojim se suočavate. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Možete li navesti koje ste dokumente predali na verifikaciju u kazinu?
Da li ste koristili bilo koji softver za VPN ili IP maskiranje za pristup veb lokaciji kazina?
Koje vrste igara ste igrali sa svojim bonusom?
Da li ste uspešno povlačili sredstva iz ovog kazina pre nego što je vaš nalog blokiran?
Da li ste komunicirali sa korisničkom podrškom nakon što ste saznali da ne možete da pristupite svom nalogu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear MateuszAaapek,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are facing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify which documents you submitted for verification in the casino?
Have you used any VPN or IP-masking software to access the casino website?
What types of games did you play with your bonus?
Have you made any successful withdrawals from this casino before your account was blocked?
Have you communicated with customer support after you found out that you were unable to access your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hvala vam što ste prihvatili moj slučaj. Dokumenti koje sam dostavio su lična karta, izvodi sa računa, izvodi platnih kartica i potvrde o uplati. Nisam koristio nikakve programe za maskiranje. Igrao sam ultra hot spin, pover diamonds i roial joker. Dva puta sam podigao 1000 PLN iz ovog kazina. Imao sam račun nekoliko godina. Kontaktirao sam korisničku podršku. Čak sam pisao i svom menadžeru koji sam imao tamo.
Thank you for accepting my case. The documents I submitted are my ID card, account statements, payment card statements, and payment confirmations. I did not use any masking programs. I played ultra hot spin, power diamonds, and royal joker. I withdrew PLN 1,000 from this casino twice. I had the account for several years. I contacted customer service. I even wrote to my manager I had there.
Hvala vam na odgovoru.
Da li sam tačno shvatio da je vaš nalog zatvoren tokom procesa KIC verifikacije i da još uvek nije u potpunosti verifikovan? Ako jeste, prosledite dokumente koje ste poslali na verifikaciju na moju e-poštu na veronika.l@casino.guru .
Kada ste kontaktirali podršku ili svog ličnog menadžera, da li ste dobili detaljnije objašnjenje zašto je vaš nalog blokiran?
Thank you for your reply.
Am I correct in understanding that your account was closed during the KYC verification process and has not yet been fully verified? If so, please forward the documents you submitted for verification to my email at veronika.l@casino.guru.
When you contacted support or your personal manager, were you provided with a more detailed explanation as to why your account was blocked?
Dobro jutro. tako dobro razumeš. je zatvoren tokom verifikacije. a proces verifikacije je počeo tek velikom uplatom, nisu hteli ništa dok uplata nije bila 1.000 PLN. dokumenti su u prilogu. Nakon što sam kontaktirao svog ličnog menadžera, Vladislava, nisam dobio nikakav odgovor. Njegov izgovor je bio da im se ne sviđam i da su imali pravo da mi zatvore račun i nepovratno resetuju moj dobitak na nulu. Imao sam račun kod njih nekoliko godina i sve dok sam uplaćivao novac, a nisam ga podizao, niko mi nije smetao. Obično kada sam imao dobitak, samo sam igrao dok nisam izgubio sve. Ova situacija se dogodila pre oko mesec dana sa iznosom od 80.000 PLN. pa mislim da se sada čude što hoće da plati. Nasilno su odugovlačili verifikaciju, s vremena na vreme odbijajući dokumenta i prihvatajući iste. Pozvali su se na član 3.7.1 Pravilnika. Srdačan pozdrav
Good morning. you understand so well. was closed during verification. and the verification process only started with a large payment, they didn't want anything until the payment was PLN 1,000. documents are attached. After contacting my personal manager, Wladyslaw, I did not receive any response. His excuse was that they didn't like me and they had the right to close my account and irreversibly reset my winnings to zero. I had an account with them for several years and as long as I deposited money and didn't withdraw it, no one bothered me. Usually when I had any winnings, I just played until I lost everything. This situation happened about a month ago with an amount of PLN 80,000. so I think that now they are surprised that he wants to pay. They forcibly prolonged the verification, rejecting documents every now and then and then accepting the same ones. They referred to Article 3.7.1 of the Regulations. Best regards
Hvala vam puno, MateuszAaapek, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, MateuszAaapek, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.
Dragi MateuszAaapek,
Zovem se Katarina i pomagaću vam u rešavanju ovog slučaja. Žao mi je zbog situacije u kojoj ste se našli.
Sada bih želeo da pozovem predstavnika g-dina Bet kazina da se pridruži ovom razgovoru.
Poštovani gospodine Bet kazino, da li biste mogli da date više informacija o ovom slučaju?
Radujem se vašem odgovoru.
Dear MateuszAaapek,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Mr Bet Casino representative to join this conversation.
Dear Mr Bet Casino, could you please provide more information about this case?
Looking forward to your reply.
Draga Katarina,
Poslali smo vam e-poštu u kojoj se razjašnjava ovaj slučaj na vašu adresu e-pošte, molimo vas da proverite ovo pismo sa detaljima navedenim u njemu.
Hvala vam na saradnji.
Dear Katarina,
We have sent you an email clarifying this case to your email address, please check this letter with the details mentioned in it.
Thank you for your co-operation.
Poštovani gospodine Bet kazino,
hvala vam na e-poruci. Već sam ti poslao odgovor.
Dragi MateuszAaapek,
Želeo bih da vas uverim da sam u potpunosti posvećen omogućavanju uspešnog rešavanja ovog slučaja. Obavestiću vas što je pre moguće. Hvala vam na strpljenju.
Dear Mr Bet Casino,
thank you for your email. I already sent you a reply.
Dear MateuszAaapek,
I would like to assure you that I am fully committed to facilitating a successful resolution to this case. I will provide you with an update at my earliest convenience. Thank you for your patience.
Hvala g. Bet kazino na e-poruci.
Dragi MateuszAaapek,
Trenutno sam u komunikaciji sa predstavnikom kazina u vezi sa vašim slučajem. Budite uvereni da ću vam dostaviti ažuriranja čim budem imao bilo kakve relevantne informacije.
Thank you Mr. Bet casino for your email.
Dear MateuszAaapek,
I am presently in communication with a casino representative regarding your case. Please be assured that I will provide you with updates as soon as I have any pertinent information.
MrBet mi je napisao poruku da mu trebaju dodatna dokumenta od mene. Pokušaću da ih obezbedim obema stranama do srede
MrBet wrote me a message that he needs additional documents from me. I will try to provide them to both parties by Wednesday
MrBet napisał mi wiadomość że potrzebuje ode mnie dodatkowych dokumentów. Postaram się do środy je dostarczyć obu stronom
One koje sam poslao imaju njihovu veb stranicu, nemam nikakvu potvrdu. Zato što nisam očekivao takvu situaciju od kazina. Sada u nedelji su poslali e-mail sa dodatnim dokumentima gde mislim da to rade samo da ne bih mogao da ih isporučim i zbog toga ne bi hteli da spale
The ones I sent having their website I don't have any confirmation. Because I didn't expect such a situation from the casino. Now in the week they sent an e-mail with additional documents where I think they do it just so I wouldn't be able to deliver them and because of that they wouldn't want to burn
Te które wysłałem mając ich stronę nie mam żadnego potwierdzenia. Gdyż nie spodziewałem się takiej sytuacji z strony kasyna. Teraz w tyg wysłali e maila z dodatkowymi dokumentami gdzie uważam że robią to tylko temu bym nie mógł ich dostarczyć a oni przez to by nie chciało wypalacie
Dodaću i da je dokument koji čekaju teško dobiti. Poslaću vam mejl koji sam dobio od njih.
I will also add that the document they are waiting for is hard to get. I will send you the email I received from them.
Jeszcze dodam że ten dokument który oczekują jest trudno dostępny. Prześlę Pani tego e maila którego odnjich dostalem
Očekuju kartu koju ni ja nemam, nikad je nisam imao. Ne znam odakle im to. Ovo je smešno. Lažu i varaju, ali da ne povučem mogu poslati bilo koju karticu koju imam i čiji sam vlasnik. I nikada nisam imao takav broj i nikada nisam platio.
They expect a card that I don't even have, I never had one. I don't know where they got it from. This is ridiculous. They lie and cheat, but to not withdraw I can send any single card that I have and that I am the owner of. And I have never had such a number and I have never paid.
Oczekują karty której nawet nie posiadam nigdy nie miałem. Nie wiem skąd ją wzięli. To jest niedorzeczne. Kłamią i oszukaj tylko by nie wypłacić mogę każdą jedną kartę wysłać która mam i której jestem właścicielem. A o takim numerze nigdy nie posiadałem i nigdy nie płaciłem.
Dragi MateuszAaapek,
Još uvek nisam primio nikakvu e-poštu od vas. Moja adresa e-pošte je katarina.d@caisno.guru .
Na koju karticu mislite, molim vas?
Dear MateuszAaapek,
I have not received any email from you yet. My email address is katarina.d@caisno.guru.
What card are you referring to, please?
Dragi MateuszAaapek,
Hvala vam na e-poruci. Pregledao sam vašu poruku i u skladu s tim dao odgovor.
Obaveštavajte nas o svojim sledećim koracima.
Dear MateuszAaapek,
Thank you for your email. I have reviewed your message and provided a response accordingly.
Please keep us informed of your next steps.
Dear MateuszAaapek,
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.
Zdravo, čekam da vam dostavim odgovarajuće papire jer ovi koje sam poslao neće ispunjavati uslove. Pitanje je nekoliko dana i ja ću ih priložiti ovde na sajtu i poslati na e-mail adresu.
Srdačan pozdrav
Hello, I'm waiting for the appropriate papers to deliver to you because the ones I sent will not meet the requirements. It is a matter of a few days and I will attach them here on the website and send them to the e-mail address.
Best regards
Dragi MateuszAaapek,
hvala na ažuriranju. Po prijemu ovog dokumenta, prosledite ga kazinu što je pre moguće. Ljubazno vas molimo da nas obaveštavate o toku procesa.
Dear MateuszAaapek,
thanks for the update. Upon receipt of this document, please forward it to the casino at your earliest convenience. We kindly request that you keep us updated throughout the process.
Da li će biti potrebno još dokumenata? Sad čekam neke, pa ću sve ostalo odmah. Sa jednim čekanjem.
Will there be any more documents needed? I'm waiting for some now, so I'll get the rest done at once. With one wait.
Czy będą jeszcze jakieś dokumenty potrzebne ? Oczekuję teraz na jedne to za jednym razem załatwię pozostałe. Za jednym oczekiwaniem .
Draga Katarina,
Sa naše strane, ne vidimo da nam je korisnik poslao novi dokument u poslednjih nekoliko dana. Takođe vidim da se obraćate korisniku u poslednjoj poruci, ali je tajmer podešen za naš kazino. Ako nam je potrebno ažuriranje informacija, pojasnite zahtev.
Hvala vam na saradnji.
Dear Katarina,
On our side, we do not see that the user has sent us a new document in the last few days. I also see that you are addressing the user in the last message, but the timer is set for our casino. If we need an update in the information, please clarify the request.
Thank you for your cooperation.
Poštovani gospodine Bet kazino,
hvala na ažuriranju. Tajmer je trebalo da bude podešen za plejera. Izvinjavam se zbog greške.
Dragi MateuszAaapek,
Nadam se da će vas ova poruka dobro naći. Pišem da pratim status traženih dokumenata. Da li postoje ažuriranja ili informacije koje možete da podelite?
Dear Mr Bet Casino,
thanks for the update. The timer was meant to be set for the player. I apologize for the mistake.
Dear MateuszAaapek,
I hope this message finds you well. I am writing to follow up on the status of the requested documents. Are there any updates or information you can share?
Dragi MateuszAaapek,
hvala na brzom odgovoru.
Poštovani gospodine Bet kazino,
da li ste dobili ova dokumenta? Da li ste u mogućnosti da ih verifikujete?
Dear MateuszAaapek,
thanks for the prompt reply.
Dear Mr Bet Casino,
have you received these documents? Are you able to verify them?
Draga Katarina,
Poslali smo vam e-poštu sa ažuriranjem u vezi sa otpremanjem dokumenta i njegovom proverom. Hvala vam što ste ga unapred pregledali.
Dear Katarina,
We have sent you an email with an update regarding the document upload and its checking. Thank you for reviewing it in advance.
Sva dokumenta koja ste očekivali iu formi u kojoj su vođeni ponovo su poslata. Čekam odgovor kazina jer su očigledno u procesu verifikacije. Poslao sam i dokumente na uvid.
All the documents you expected and in the form they were managed were sent again. I'm waiting for the casino's response because apparently they are in the process of being verified. I also sent the documents for review.
Hello MateuszAaapek,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dragi MateuszAaapek,
hvala na ažuriranju.
Poštovani gospodine Bet kazino,
hvala na e-poruci.
Da li ste dobili dokumenta od MateuszAaapek-a? Da li ste mogli da ih verifikujete, molim vas?
Dear MateuszAaapek,
thanks for the update.
Dear Mr Bet Casino,
thanks for your email.
Have you received the documents from MateuszAaapek? Were you able to verify them, please?
Draga Katarina
Mogu li da dobijem i informaciju da li je MrBet Casino već analizirao moja dokumenta?
Dear Katarina
Can I also get information whether MrBet Casino has already analyzed my documents?
Dear Katarina
czy mogę też uzyskać informację czy kasyno MrBet już przeanalizowało moje dokumenty ?
Dragi MateuszAaapek,
Hvala vam na strpljenju. Uveravam vas da ulažem sve napore da unapredim ovaj slučaj. Odmah ću saopštiti sva ažuriranja čim postanu dostupna.
Poštovani g. Bet kazino,
Poslao sam naknadnu e-poštu u vezi sa ovim pitanjem.
Dear MateuszAaapek,
Thank you for your continued patience. I assure you that I am making every effort to advance this case. I will promptly communicate any updates as soon as they become available.
Dear Mr. Bet Casino,
I have sent a follow-up email regarding this matter.
Poštovani g. Bet kazino,
hvala vam na e-poruci.
Dragi MateuszAaapek,
nakon prijema daljih informacija od kazina, preporučujem da se povinujete njihovom zahtevu i podnesete potrebna dokumenta. Obavestite nas kada dokumenti budu poslati.
Dear Mr. Bet Casino,
thank you for your email.
Dear MateuszAaapek,
following the receipt of further information from the casino, I recommend that you comply with their request and submit the required documents. Please notify us once the documents have been dispatched.
Sva dokumenta koja su očekivali su poslata. Poslao sam vam ih i na mejl. Tražili su potvrdu o nepostojanju upravnog postupka i ja sam je dao.
All the documents they were expecting have been sent. I also sent them to you by e-mail. They wanted a certificate of no administrative proceedings and I provided one.
Wszystkie dokumenty które oczekiwali są wysłane. Pani również przesłałem je na e-mail. Życzyli sobie zaświadczenia o braku postępowania administracyjnego i takie dostarczyłem.
Dragi MateuszAaapek,
hvala vam na poruci, ali nisam primio nikakvu novu e-poštu od vas. Da li ste poslali dodatni dokument na katarina@casino.guru ?
Dear MateuszAaapek,
thank you for your message, however I have not received any new email from you. Did you send the additional document to katarina@casino.guru?
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Poštovani g. Bet kazino,
Možete li detaljno navesti vrstu dokumenta koji vam je potreban? Pored toga, bilo bi korisno ako biste mogli da navedete gde verujete da bi se ovaj suštinski dokaz mogao dobiti.
Želim da istaknem da je MateuszAaapek dostavio sve tražene dokumente, koji su uspešno prošli proces verifikacije. Iz prezentovanih materijala vidljivo je da on nema šta da krije i da je svoj dobitak osvojio poštenim putem.
Dear Mr. Bet Casino,
Could you please specify in detail the type of document you require? Additionally, it would be beneficial if you could indicate where you believe this essential piece of evidence could be obtained.
I would like to highlight that MateuszAaapek has submitted all requested documents, which have successfully passed the verification process. It is evident from the materials presented that he has nothing to conceal and that he won his winnings through fair means.
Draga Katarina,
Poslali smo vam e-poštu, proverite. Hvala unapred.
Dragi MateuszAaapek,
Vaš menadžer naloga vam je takođe poslao e-poštu da navedete dokument koji očekujemo od vas. Proverite svoju e-poštu. Zahvalni smo na saradnji.
Dear Katarina,
We have sent you an email, please check it. Thank you in advance.
Dear MateuszAaapek,
Your account manager has also emailed you to specify the document we are expecting from you. Please check your email. We are grateful for co-operation.
Kazino Mr Bet
Poslat vam je e-mail sa objašnjenjima.
Draga Katarina
Poslao sam ti e-mail
Casino Mr Bet
An e-mail with explanations has been sent to you.
Dear Katarina
I sent you an e-mail
Casino Mr Bet
E-mail z wyjaśnieniami został do Państwa przesłany.
Dear Katarina
wyslalem Pani e maila
Poštovani g. Bet kazino,
hvala na e-poruci. Nastavio sam sa odgovorom.
Dragi MateuszAaapek,
hvala na e-poruci, poslao sam vam odgovor.
molimo vas da nas obaveštavate kada pošaljete traženi dokument.
Dear Mr. Bet Casino,
thanks for the email. I have followed up with the answer.
Dear MateuszAaapek,
thanks for the email, I have sent you a response.
please keep us updated once you send the requested document.
Draga Katarina,
primili smo dokument od korisnika i prihvatili ga. Blokiranje je ukinuto i iznos je vraćen na korisnički račun za igru. Sada korisnik može da se prijavi na svoj nalog. Za povlačenje sredstava korisnik treba da prođe verifikaciju.
Lični menadžer korisnika ga je već obavestio o traženim dokumentima.
Zahvaljujemo se na saradnji u ovom slučaju.
Dear Katarina,
we received a document from the user and accepted it. The blocking was lifted and the amount was returned to the user's game account. Now the user can log in to his account. To withdraw funds the user needs to pass verification.
The user's personal manager has already informed him about the requested documents.
We are grateful for the cooperation in this case.
Poštovani g. Bet kazino,
hvala na vestima.
Dragi MateuszAaapek,
da li možete da pristupite nalogu vašeg igrača? Da li ste u procesu verifikacije svog identiteta?
Dear Mr. Bet Casino,
thanks for the news.
Dear MateuszAaapek,
are you able to access your player's account? Are you in process of verifying your identity?
Da. Prijavio sam se na svoj nalog i poslao svoja dokumenta na verifikaciju. Nadam se da ovaj put kazino više neće praviti probleme.
Yes. I logged into my account and sent my documents for verification. I hope this time the casino won't make any problems again.
Tak. Zalogowałem się na konto i wysłałem dokumenty do weryfikacji. Mam nadzieję że tym razem kasyno ponownie nie będzie robiło problemów.
Dragi MateuszAaapek,
hvala na ažuriranju.
Poštovani g. Bet kazino,
Želeo bih da se raspitam o statusu verifikacije MateuszAaapeka. Možete li, molim vas, da ubrzate ovaj proces, s obzirom na dugu verifikaciju njegovih prethodnih dokumenata?
Dear MateuszAaapek,
thanks for the update.
Dear Mr. Bet Casino,
I would like to inquire about the status of MateuszAaapek's verification. Could you please expedite this process, considering the lengthy verification of his previous documents?
Zdravo. Nalog je već verifikovan. Sada mi je kazino rekao da sačekam verifikaciju povlačenja
Hello. The account has already been verified. Now the casino told me to wait for the withdrawal verification
Witam. Konto zostało już zweryfikowane. Teraz kasyno kazało mi czekać na weryfikację wypłaty
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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.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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