The player from Belarus faced a delay in withdrawing funds from Nevlaki casino, which had been ongoing for 5 days despite prior successful withdrawals. The player reported complying with all rules and expressed concerns about the casino's reputation for blocking players. After reviewing the situation, it was concluded that the casino's actions were justified due to violations of their terms, specifically regarding multiple accounts and bonus abuse. The complaint was closed as unjustified.
Igrač iz Belorusije se suočio sa kašnjenjem u povlačenju sredstava iz kazina Nevlaki, koje je trajalo 5 dana uprkos prethodnim uspešnim povlačenjima. Igrač je prijavio da se pridržava svih pravila i izrazio je zabrinutost zbog reputacije kazina zbog blokiranja igrača. Nakon sagledavanja situacije, zaključeno je da su postupci kazina opravdani zbog kršenja njihovih uslova, posebno u vezi sa više naloga i zloupotrebom bonusa. Žalba je zatvorena kao neopravdana.
Nevlaki kazino odbija da podigne moj novac već 5 dana, svaki dan obećavaju da će povući. po pravilima povlačenje nije duže od jednog dana, prvo povlačenje mi je obrađeno za 3 sata, nakon toga isplate ne stižu. Nisam prekršio nikakva pravila, igrao malo slotove i malo rulet, igrao bez bonusa. Pročitao sam da je ovaj kazino nepošten i da blokira mnoge igrače. Molim vas da mi pomognete da podignem novac
Nevlaki casino refuses to withdraw my money for 5 days already, every day they promise to withdraw. according to the rules the withdrawal is no more than a day, the first withdrawal was processed for me in 3 hours, after that the withdrawals are not coming. I did not break any rules, played slots a little and roulette a little, played without bonuses. I read that this casino is dishonest and blocks many players. I ask you to help me withdraw money
Zdravo t68110952,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Nevlucki kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Radujem se vašem odgovoru.
pozdrav,
Nick
Hello t68110952,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Newlucky Casino. Please allow me to ask you a few more question before we would move forward.
Looking forward to your answer.
Regards,
Nick
Verifikovao sam svoj nalog pre oko 5 dana, nisam koristio bonuse, otkazao sam i podigao pravi novac
Pišem im jednom dnevno, odgovaraju mi isto, da se isplate obrađuju po redosledu. Lažu sve, da li je zaista istina da me moj red neće stići za 5 dana?
I verified my account about 5 days ago, I didn't use bonuses, I cancelled and withdrew real money
I write to them once a day, they answer me the same thing, that withdrawals are processed in the order of the queue. They lie to everyone, is it really true that my queue won't reach me in 5 days?
ne daju mi ni da pišem, zatvaraju čet. pišem:
pa kako mogu da komuniciram sa vama? lažeš i pišeš svaki put isto. Pitao sam zašto red za povlačenje mog računa nije dostigao 5 dana? podižeš novac svima za 5 dana?
they don't even let me write, they close the chat. I write:
so how can I communicate with you? you lie and write the same thing every time. I asked why the queue for withdrawing my account hasn't reached 5 days? do you withdraw money to everyone in 5 days?
snizite ocenu ovog kazina, on nema ni tačne uslove ni odgovore. svi odgovori su isti i prema šablonu, vaše povlačenje će biti obrađeno po redosledu živog reda. i tako svaki dan odgovaraju. Mislim da kazino sa nejasnim pravilima ne zaslužuje visoku ocenu, gde ne mogu ni tačno da odgovore na pitanje. svi odgovori su apsolutno po šablonu
please lower the rating of this casino, it has neither exact terms nor answers. all answers are the same and according to the template, your withdrawal will be processed in the order of a live queue. and so they answer every day. I think that a casino with vague rules does not deserve a high rating, where they cannot even answer the question accurately. all answers are absolutely according to the template
Sada je ovaj kazino zaplenio novac sa mog računa. Piše da je izvršen povraćaj na stanje i novac je pretvoren u bonus i poništen. Sve je na snimcima ekrana. Nisam koristio bonuse, otkazao sam ih prilikom podizanja depozita i dobitaka, videćete ovo na snimcima ekrana. Pre drugog depozita stanje mi je bilo 0, tražio sam bonus, odmah su mi dali bonus, bez dopune računa 366 evra, izgubio sam ih, zatim sam dopunio račun za 400 evra i ponovo igrao, igrao rulet, napravio 6 opklada, osvojio oko 220 evra i igrao slotove oko 30 minuta za podizanje novca i uložio novac. Ostalo mi je 30 evra na računu, izgubio sam ih i ostalo mi je 10 evra, ponovo sam igrao rulet i povećao stanje na 30 evra
Kazino guru, zar ne vidite da je ovo kazino prevara, već ima toliko pritužbi na ovaj kazino, imate ih 10. ne žele da podižu novac igračima, a ako ne utičete na situaciju nemojte snižavati rejting ovog kazina, ići će da pljačkaju igrače. Imao sam 390 evra na računu, čisto moj depozit, ukrali su. Molim vas da ovaj kazino dodate na crnu listu
Prošlo je 15 minuta, uređivanje žalbe. moj nalog je potpuno blokiran. ovo je definitivno prevara kazino. molim te da staviš na crnu listu, nisam prekršio pravila, mogu ti poslati kompletnu listu svih mojih opklada, snimio sam
Now this casino has confiscated money from my account. It says that a refund was made to the balance and the money was converted into a bonus and cancelled. Everything is on the screenshots. I did not use the bonuses, I cancelled them when withdrawing the deposit and winnings, you will see this on the screenshots. Before the second deposit, my balance was 0, I asked for a bonus, they immediately gave me a bonus, without replenishing my account 366 euros, I lost them, then I replenished my account by 400 euros and played again, played roulette, made 6 bets, won about 220 euros and played slots for about 30 minutes and put the money up for withdrawal. I had 30 euros left on my balance, I lost them and I had 10 euros left, I played roulette again and increased my balance to 30 euros
Casino guru, can't you see that this is a scam casino, there are already so many complaints about this casino, you have 10 of them. they don't want to withdraw money to players, and if you don't influence the situation, don't lower the rating of this casino, they will go and rob players. I had 390 euros on my balance, purely my deposit, they stole it. I ask you to add this casino to the blacklist
15 minutes have passed, editing the complaint. my account is completely blocked. this is definitely a scam casino. i ask you to blacklist it, i did not break the rules, i can send you a full list of all my bets, i filmed it
Reći ću vam pre vas da neće odgovoriti na razloge blokiranja, pogledajte snimak ekrana. Ne bih voleo da se odluka i istraga odugovlače čitavih mesec dana, kao i na druge žalbe na novosrećni kazino, trebaće im mesec dana da odgovore kao i drugi igrači. Molim vas da im spustite ocenu na 1, kako bi brže odgovarali na poruke
I'll tell you before you that they are not going to answer the reasons for blocking, see the screenshot. I would not like the decision and investigation to drag on for a whole month, as in other complaints about the newlucky casino, they will take a month to answer like other players. I ask you to lower their rating to 1, so that they respond to messages faster
Evo šta su mi rekli:
Dragi Dzianis,
Hvala vam što ste se obratili našem timu.
Obaveštavamo vas da je sa vašeg računa skinuto 595,03 EUR.
Pored toga, vaš nalog i svi povezani višestruki nalozi su trajno zatvoreni zbog kršenja naših uslova, posebno prevare (korišćenje mehanike akumulacije).
Ispod su relevantna pravila koja se primenjuju:
9.2. Dogovor i varanje
NevLucki zadržava pravo da onemogući korisničke naloge i oduzme stanje na računu (uključujući depozite i dobitke) ako se utvrdi da korisnici pokušavaju da steknu nepravednu prednost putem dosluha, bacanja čipova, deljenja naloga, mekog igranja ili drugih nepoštenih praksi. Sva igranja podležu rigoroznom ručnom i automatizovanom pregledu.
9.3. Fraudulent Activiti
Ako se otkrije bilo kakva lažna, nezakonita, nepoštena ili neprikladna aktivnost (uključujući korišćenje VPN-ova, proksija ili klađenje u ime trećih strana), NevLucki zadržava pravo da blokira korisnički nalog i izgubi sva sredstva bez prethodnog obaveštenja. Takvu aktivnost takođe možemo prijaviti regulatornim organima, finansijskim institucijama i agencijama za sprovođenje zakona.
7.5. Ograničenja povlačenja
NevLucki zadržava pravo da odbije zahteve za povlačenje u slučaju prevare. Ako se otkrije lažna aktivnost, nalog će biti suspendovan, a povlačenje neće biti obrađeno.
Za više detalja pogledajte naše kompletne uslove i odredbe.
Hvala vam na razumevanju!
Ako imate bilo kakvih drugih pitanja, ne oklevajte da nas kontaktirate. Tu smo za vas 24/7!
pozdrav,
Ispod je moj odgovor na njih:
Nisam uradio ništa tako. Recite mi konkretno gde je prekršaj? 1. Nisam koristio mehaniku akumulacije, nisam čak ni igrao sa bonus novcem. Moj dobitak je bio isključivo u ruletu, ništa nisam osvojio u slotovima. 2. Nisam radio nikakav dosluh, bacanje čipova, deljenje naloga, soft plai ili druge nepoštene prakse. 3. Nisam koristio VPN i nisam bio u dosluhu ni sa kim. Molimo da dostavite dokaze o upotrebi mehanike akumulacije? Jeste li videli da nisam koristio bonuse, već sam igrao uglavnom rulet, samo gubio u slotovima
This is what they told me:
Dear Dzianis,
Thank you for reaching out to our team.
We would like to inform you that 595.03 EUR has been deducted from your account.
Additionally, your account and any associated multi-accounts have been permanently closed due to a violation of our terms, specifically Fraud (Using the accumulation mechanics).
Below are the relevant rules that apply:
9.2. Collusion and Cheating
NewLucky reserves the right to disable user accounts and forfeit account balances (including deposits and winnings) if users are found attempting to gain an unfair advantage through collusion, chip dumping, account sharing, soft playing, or other dishonest practices. All gameplay is subject to rigorous manual and automated review.
9.3. Fraudulent Activity
If any fraudulent, unlawful, dishonest, or improper activity is detected (including using VPNs, proxies, or placing bets on behalf of third parties), NewLucky reserves the right to block the user's account and forfeit all balances without prior notice. We may also report such activity to regulatory authorities, financial institutions, and law enforcement agencies.
7.5. Withdrawal Restrictions
NewLucky reserves the right to refuse withdrawal requests in cases of fraud. If fraudulent activity is detected, the account will be suspended, and the withdrawal will not be processed.
For more details, please refer to our full Terms & Conditions.
Thank you for your understanding!
If you have any other questions, do not hesitate to contact us. We are here for you 24/7!
Regards,
Below is my answer to them:
I did nothing like that. Tell me specifically where the violation is? 1. I did not use the accumulation mechanics, I did not even play with bonus money. My winnings were exclusively in roulette, I did not win anything in slots. 2. I did not do any collusion, chip dumping, account sharing, soft play or other unfair practices. 3. I did not use VPN and was not in collusion with anyone. Please provide evidence of the use of the accumulation mechanics? Did you see that I did not use bonuses, and played mainly roulette, only lost in slots
https://casinoguru-en.com/nevlucki-casino-plaier-is-unable-to-vithdrav-due-to
Pažljivo sam pročitao ovu žalbu i vidim da nevlucki casino uopšte ne brine o igračima, čini se da skoro niko ne igra u ovom kazinu i kazino ne ceni visoku ocenu. Igrač više od mesec dana ne može da podigne novac i prođe verifikaciju, a vi mu ne snižavate rejting i stalno produžavate tajmer za odgovor. Ne kritikujem vas, ali morate shvatiti da je kazino nepošten? Zašto još uvek ima tako visoku ocenu, 8,1?
https://casinoguru-en.com/newlucky-casino-player-is-unable-to-withdraw-due-to
I have read this complaint carefully and I see that newlucky casino does not care about players at all, it seems that almost no one plays in this casino and the casino does not value a high rating. The player has not been able to withdraw money and pass verification for more than a month, and you do not lower his rating and constantly extend the timer for a response. I am not criticizing you, but you must understand that the casino is dishonest? Why does it still have such a high rating, 8.1?
Hvala t68110952 za sve do sada date informacije. Vašu žalbu ću sada proslediti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you t68110952 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo, t68110952,
Žao mi je što čujem za vašu nevolju 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 Nevlucki Casino timu ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto je nalog korisnika blokiran/zatvoren, a dobici zaplenjeni?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hvala.
Hello, t68110952,
I am sorry to hear about your trouble 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 Newlucky Casino Team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Thank you.
kazino prevaranti, dokazi o kršenjima neće moći da pruže. nije bilo prekršaja, igrao sam samo neprogresivne slotove, igrao sam bez bonusa i uglavnom sam imao opklade na ruletu, posle ruleta sam igrao slotove oko 5 minuta i stavljao novac na povlačenje, nisam dobio, ali izgubio oko 30 evra
casino scammers, evidence of violations will not be able to provide. there were no violations, I played only non-progressive slots, played without a bonus, and mainly I had bets on roulette, after roulette I played slots for about 5 minutes and put money on withdrawal, did not win, but lost about 30 euros
Mislim da će vas prevariti i dati vam lažne informacije, obratite pažnju na snimke ekrana. Igrao sam bez bonusa i dobici su bili isključivo u ruletu. Takođe vas molim da se obratite provajderu igre u kojoj sam navodno optužen za prekršaje
I think they will deceive you and give you false information, please pay attention to the screenshots. I played without bonuses and the winnings were exclusively in roulette. I also ask you to contact the game provider of the game in which I am allegedly accused of violations
Odugovlačiće ga tačno 6 dana i 23 sata, a tek onog minuta kada istekne rok odgovoriće? Ne razumem kako nisu na vašoj crnoj listi
They will drag it out for exactly 6 days and 23 hours, and only at the minute the deadline expires will they respond? I don't understand how they are not on your blacklist
Dragi Dzianis i CasinoGuru tim,
Hvala vam na strpljenju. Drago nam je što imamo priliku da razjasnimo situaciju.
Što se tiče navedenog naloga, on je, zajedno sa svim povezanim višestrukim nalozima, trajno zatvoren zbog kršenja naših uslova, posebno prevare (Korišćenje mehanike akumulacije).
U nastavku pogledajte relevantna pravila koja se primenjuju:
9.2. Dogovor i varanje
NevLucki zadržava pravo da onemogući korisničke naloge i oduzme stanje na računu (uključujući depozite i dobitke) ako se utvrdi da korisnici pokušavaju da steknu nepravednu prednost putem dosluha, bacanja čipova, deljenja naloga, mekog igranja ili drugih nepoštenih praksi. Sva igranja podležu rigoroznom ručnom i automatizovanom pregledu.
9.3. Fraudulent Activiti
Ako se otkrije bilo kakva lažna, nezakonita, nepoštena ili neprikladna aktivnost (uključujući korišćenje VPN-ova, proksija ili klađenje u ime trećih strana), NevLucki zadržava pravo da blokira korisnički nalog i izgubi sva stanja bez prethodnog obaveštenja. Takvu aktivnost možemo prijaviti i regulatornim organima, finansijskim institucijama i agencijama za sprovođenje zakona.
7.5. Ograničenja povlačenja
NevLucki zadržava pravo da odbije zahteve za povlačenje u slučaju prevare. Ako se otkrije lažna aktivnost, nalog će biti suspendovan, a povlačenje neće biti obrađeno.
Kao što je traženo, poslali smo potrebne detalje i prateće dokaze na vašu adresu e-pošte ( ) za dalji pregled.
Za kompletne uslove i odredbe pogledajte sledeću vezu:
https://nevlucki.com/polici/terms-of-use
Srdačan pozdrav,
NevLucki Casino tim
Dear Dzianis and CasinoGuru Team,
Thank you for your patience. We are glad to have the opportunity to clarify the situation.
Concerning the specified account, it, along with any related multi-accounts, has been permanently closed due to a violation of our terms, specifically Fraud (Using the accumulation mechanics).
Please find below the relevant rules that apply:
9.2. Collusion and Cheating
NewLucky reserves the right to disable user accounts and forfeit account balances (including deposits and winnings) if users are found attempting to gain an unfair advantage through collusion, chip dumping, account sharing, soft playing, or other dishonest practices. All gameplay is subject to rigorous manual and automated review.
9.3. Fraudulent Activity
If any fraudulent, unlawful, dishonest, or improper activity is detected (including using VPNs, proxies, or placing bets on behalf of third parties), NewLucky reserves the right to block the user's account and forfeit all balances without prior notice. We may also report such activity to regulatory authorities, financial institutions, and law enforcement agencies.
7.5. Withdrawal Restrictions
NewLucky reserves the right to refuse withdrawal requests in cases of fraud. If fraudulent activity is detected, the account will be suspended, and the withdrawal will not be processed.
As requested, we have sent the necessary details and supporting evidence to your email address (branislav.b@casino.guru) for further review.
For full Terms and Conditions, please refer to the following link:
https://newlucky.com/policy/terms-of-use
Best regards,
NewLucky Casino Team
kazino guru, molim vas da mi takođe pošaljete dokaz o kršenju putem e-pošte. kazino nevlucki piše gluposti. Nisam koristio ništa od navedenog, igrao sam samo rulet i to bez bonusa. Otvoriću arbitražu o mojoj žalbi na druge resurse
casino guru, I ask you to also send me proof of violations by email. casino newlucky writes nonsense. I did not use any of the listed, I only played roulette and without a bonus. I will open arbitration on my complaint on other resources
hoće li mi odgovoriti? da li su vam poslali kompromitovana kršenja pravila?
will they answer me? did they send you compromised violations of the rules?
Poštovani t68110952,
Žao mi je zbog kašnjenja.
Da, jesu.
Nakon što smo prikupili sve potrebne informacije i detalje iz kazina, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – višestruki računi i zloupotreba bonusa. Na osnovu dostavljenih podataka, verovatno bi bilo nemoguće dokazati bilo šta drugo. Dozvoljeno je imati samo 1 nalog po korisniku, a isto važi i za bonuse. Iskreno se nadam da razumete da vam u datim okolnostima ne možemo pomoći.
Kazino je delovao u skladu sa uslovima i odredbama koje ste prihvatili prilikom registracije.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organe za kockanje koje kazino reguliše ili ADR. Preporučujem isto ako treba da vidite dokaze jer nemam dozvolu da ih delim.
Hvala vam puno, Nevlucki Casino tim , na pružanju informacija i na saradnji!
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear t68110952,
I am sorry for the delay.
Yes, they did.
After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. Based on the data provided, it would be likely impossible to prove anything else. It is allowed to have only 1 account per user, and the same applies to bonuses. I sincerely hope you understand that under the given circumstances, we cannot help you.
The casino acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. I recommend the same if you need to see the evidence since I have no permission to share it.
Thank you very much, Newlucky Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, 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.
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.
