The player from Australia had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated with the player regarding the status of the withdrawal, noting that it might take time due to potential KYC verification issues or banking delays. However, as the player did not respond to follow-up inquiries within the extended timeframe, the complaint was unable to be investigated further and was rejected.
Igrač iz Australije je zatražio povlačenje prije podnošenja žalbe. Nažalost, njihovi dobici još nisu primljeni. Tim za žalbe je komunicirao sa igračem u vezi sa statusom povlačenja, uz napomenu da bi to moglo potrajati zbog potencijalnih problema sa KIC verifikacijom ili kašnjenja u bankarstvu. Međutim, pošto igrač nije odgovorio na naknadna pitanja u produženom roku, žalba nije mogla da se dalje istraži i odbijena je.
Prema kazinu, oni su "obradili moje povlačenje sa svog kraja, ali čekaju potvrdu od provajdera plaćanja". Trebalo je mnogo duže nego što bi trebalo i ne spada pod bilo kakve KIC ili verifikacione probleme jer sam ih završio kada sam prvi put povukao svoj novac. Nešto nije u redu u vezi sa tim. Tačnije, verujem da oni svog dobavljača plaćanja nazivaju INPAI. Na njihovoj veb stranici je pisalo da je bankovni transfer preko INPAI-a bio trenutan, što je postalo veoma obmanjujuće, da sam znao da će trajati toliko dugo, koristio bih Cripto. Sada sam u nevolji čekajući ovo povlačenje, samo su mi rekli da čekam iznova i iznova kada se raspitam o tome.
According to the casino they have "processed my withdrawal from their end but they are waiting on the confirmation from the payment provider". It has taken a lot longer then it should and doesn't fall under any KYC or verification issues as I completed those when I first withdrew my money. Something does not seem right about it. More specifically I believe they are referring to their payment provider as INPAY. On their website it said the bank transfer through INPAY was instant which has become very misleading, if I knew it would be so long I would of used Crypto. I'm now in a predicament waiting for this withdrawal, they have just told me to wait time and time again when I enquire about it.
Dear stenliamo,
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.
Zdravo, upravo sam se raspitao kod Neospina (moj lični menadžer za ćaskanje uživo) koji prati moj status povlačenja. Upravo mi je rečeno od reči do reči „Vaše povlačenje je u statusu upozorenja, sredstva su uspešno povučena od nas, ali vaša banka nije prihvatila ovu uplatu, pa vam savetujemo da ih kontaktirate" na šta sam odgovorio „moja lična banka? ili INPAI (pretpostavljam da je njihov međunarodni provajder plaćanja)" Zatim su mi rekli da ne mogu da mi kažu ovu informaciju, ostavljajući im odgovor da bismo mogli da ih objasnimo i da im objasnimo da im odgovorimo. konkretno kome treba da se obratim po ovom pitanju. Oni nastavljaju da objašnjavaju da nisu uradili ništa loše i da su svi problemi sa ovom transakcijom kod mog bankarskog provajdera i da su „efikasno obavili svoj posao" Rekao sam im da ću se vratiti kada završim sa kontaktom sa ličnom bankom, ali nemam pojma da li će to uopšte značiti bilo šta ili je to čak njihova greška. Ako je greška INPAI-a, ne mogu da ih kontaktiram telefonom pošto sam iz AUS-a i oni se nalaze u Danskoj. Da li je bilo šta u vezi sa onim što govore iz daljine moguće ili sam jednostavno prevaren. Kako ću sada da dobijem ovo. FFS
Hi I just enquired with Neospin (my personal live chat manager) following up on my withdrawal status. I have just been told word for word "Your withdrawal is in the warn status, the funds were withdrawn successfully from us, but your bank did not accept this payment, so we advise that you contact them" to which I responded "my personal bank? or INPAY (their international payment provider I would assume)" They then told me that they could not tell me this information, leaving their response to be quite vague so we went back and forth with me trying to get them to explain more specifically who I should be contacting over this issue. They continues to explain that they have not done anything wrong and that all issues with this transaction are with my banking provider and that they have "done their job efficiently" I told them that I will be back once I'm done contacting my personal bank but I have no clue if that will even amount to anything or if it is even their fault. If it is INPAYs fault there is no way for me to contact them over the phone as I am from AUS and they are located in Denmark. Is anything about what they're saying remotely possible or have I just been scammed. How am I going to get this now. FFS
Imam snimke ekrana svih dnevnika ćaskanja, mog statusa povlačenja na Neospinu i svih depozita koje sam napravio sa njima. Sviđa mi se kako nisu ni pokušali da mi dopru da mi kažu da je moje povlačenje u statusu „upozorenje". Čini ga izuzetno neugodnim. Ne mislim da govore istinu samo iz tog razloga.
I have screenshots of all chat logs, my withdrawal status on Neospin, and all deposits that I made with them. I love how they didn't even try to reach out to tell me that my withdrawal was in the "warn" status. Makes it extremely iffy. I don't think they are telling the truth purely for that reason.
Dear stenliamo,
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.
Dear stenliamo,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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