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Nine Win Casino - Povlačenje igrača je odloženo.
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The player from the United Kingdom had made a withdrawal on 19th March, which had been cancelled. After verification, the payment had been technically accepted but had not been received. The player had had two successful withdrawals before this issue. The casino had claimed the withdrawal was successful on their end, but the player had not received the funds. The casino had asked for a bank statement, and the player had provided it. The casino then claimed that the account number the player had provided did not match the one they had on record. The player had refuted this, claiming she only had one account and had provided proof of her previous successful withdrawals. The casino had insisted that the withdrawal was made to a different account, which the player had denied. After several email exchanges and investigations, the casino had decided to refund the player's winnings. The player had confirmed the receipt of her winnings and the issue had been resolved.
Igrač iz Ujedinjenog Kraljevstva povukao je 19. marta, koji je otkazan. Nakon verifikacije, uplata je tehnički prihvaćena, ali nije primljena. Igrač je imao dva uspešna povlačenja pre ovog izdanja. Kazino je tvrdio da je povlačenje bilo uspešno na njihovoj strani, ali igrač nije primio sredstva. Kazino je tražio izvod iz banke, a igrač ga je dao. Kazino je tada tvrdio da se broj računa koji je igrač dao ne poklapa sa brojem koji su imali u evidenciji. Igračica je ovo opovrgla, tvrdeći da je imala samo jedan nalog i da je pružila dokaz o svojim prethodnim uspešnim povlačenjima. Kazino je insistirao da je povlačenje izvršeno na drugi račun, što je igrač negirao. Nakon nekoliko razmena e-pošte i istraga, kazino je odlučio da vrati igraču dobitak. Igrač je potvrdio prijem svog dobitka i problem je rešen.
Povukao sam se 19. marta. Otkazano je i zatraženo je moj bankovni izvod i ličnu kartu. Dao sam ih i verifikovan sam. Tada mi je dozvoljeno da se povučem. Čekao sam 7 dana, nisam dobio novac. Proverio sam svoj onlajn nalog i 2500 se vratio na moj Ninevin nalog. Kontaktiram korisničku podršku. Rekli su da je došlo do tehničke greške. Tako da sam ponovo povukao novac, vratio se na Ninevin kasnije tog dana i ponovo je otkazan tražeći od mene da uložim 21,75. Pa ja jesam. Zatim povlačim 2400 GBP i prihvaćeno je, ali nije otišlo na moj račun. Više puta sam kontaktirao korisničku podršku i oni se stalno ponavljaju govoreći da ću biti plaćen itd. prošlo je 11 dana još uvek nisam primio svoje dobitke
I made a withdrawal on the 19th March. It was cancelled and asked for my bank statement and ID. I provided them and I was verified. I was then allowed to withdraw. I waited 7 days, I had not received the money. I checked my online account and the 2500 was back in my Ninewin account. I contact customer service. They said there was a technical error. So I withdraw the money again, went back on Ninewin later that day and it was cancelled again asking me to wager 21.75. So I did. I then withdraw 2400GBP and it has been accepted but it has nit gone to my account. I have contacted customer services many times and they keep repeating themselves saying I will be paid ect its been 11 days I still have not received my winnings
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Sasvim je uobičajeno za povlačenje, potrebno je nekoliko dana ili čak nedelja da se potpuno obradi. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Zato savetujemo igračima da budu strpljivi i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Možete li molim vas da nam kažete kada ste tačno tražili poslednje povlačenje? Da li ste ranije izvršili uspešna povlačenja?
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear MUMMSY,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested the last withdrawal? Have you made any successful withdrawals before?
Zdravo, hvala vam što ste se vratili. Otvorio sam svoj račun 30. januara 24. Imao sam 2 povlačenja koja su bila uspešna, jedno 30.1.24. za £300 i jedno 24.2.24. za £1500. Oba su stigla na moj nalog u roku od 24 sata. Ovo bi bilo moje treće povlačenje sa kojim imam problema. Prvi put sam pokušao 19. marta nisam imao e-poštu ili prepisku od njih, oni su verifikovali moj nalog. Otkazano je 3 puta od njih. Moj poslednji pokušaj da se povučem bio je 26. marta. Oni su ga označili kao PLAĆENO, ali ovo se desilo kada sam pokušao prvi put da je označeno kao PLAĆEN. Čekao sam 7 dana, a zatim se vratio na moj račun za igru.
Poslao sam e-poštu i imao nekoliko razgovora u njihovom ćaskanju.
Hi thankyou for getting back to I opened my account on the 30th Jan 24. I have had 2 withdrawals that was successful one 30/01/24 for £300 and one on 24/02/24 for £1500. Both reached my account within 24hrs. This would be my 3rd withdrawal that I am having issues with. I first attempted on the 19th March I had no email or correspondence from them they have verified my account. It's been cancelled 3 times from them. My last attempt for the withdrawal was 26th March. It is marked as PAID by them but this what happened when I attempted the first time it was marked as PAID I waited 7 days then it bounced back into my playing account.
I have emailed had several chat conversations on their chat.
Ovo sam do sada dobio. Nikada nisam otkazao plaćanje kako je navedeno na gornjem ekranu. Jesu, ja još uvek nisam dobio nikakva sredstva.
This is what I have received so far. I never cancelled the payment as its states on the above screen. They did, I still haven't received any funds yet.
Još uvek nisam imao uplatu i stalno jurim korisničke službe koji stalno govore da čekaju da dolazi. Ne dajući mi nikakvo objašnjenje. Potpuno sam verifikovan da nisam igrao sa bonusom. Označeno je kao plaćeno. Ali ga nisu primili. Imam sve dokumente razgovora uživo koje sam imao.
I have still had no payment and constantly chasing the customer services whi keep saying wait it's coming. Giving me no explanation whatsoever. I'm fully verified didn't play with a bonus. It's marked as paid. But have not received it. I have got all documents of live chats I have had.
Hvala vam puno na odgovoru, MAMA. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, MUMMSY. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hvala vam puno, MUMMSI, na saradnji. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, MUMMSY, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Zdravo hvala. Samo da vas obavestim da još uvek nisam primio svoje dobitke. Jurio sam ih svaki dan i ne mogu mi dati objašnjenje zašto? Samo stalno govore, budite strpljivi da to istražuju. Nisam dobio ni jedan mejl od njih da im objasnim
Hi Thankyou. Just to keep you informed I still have not received my winnings. I have chased them everyday and cannot give me an explanation why? They just keep saying be patient they are looking into it. I have not received one email from them either to explain
Hvala MUMMSI što nam je dala sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim Nine Vin Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i šta možemo da uradimo da pomognemo igraču da dobije svoje dobitke.
Hvala vam!
Hello there,
Thank you MUMMSY for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Nine Win Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
MAMA, zaista cenimo što ste odvojili vreme da nas obavestite o ovom problemu.
Kao što pokazuje sistem, vaše povlačenje je uspešno isplaćeno sa naše strane, ali ako niste primili sredstva, kontaktirajte nas putem e-pošte support@ninewin.com prilažući izvod iz banke od 26. marta do danas u PDF formatu, počećemo našu istragu.
Takođe navedite „CasinoGuru" u temi Vaše e-pošte.
Srdačan pozdrav,
NineVin Team.
Hello, dear all.
MUMMSY, we really appreciate you taking the time to let us know about this issue.
As shown by the system, your withdrawal has been successfully paid on our end, but if you have not received the funds, please contact us via email support@ninewin.com attaching the bank statement from March 26th to today in PDF format, we will start our investigation.
Please also indicate "CasinoGuru" in the subject of your email.
Dobro, nisi mi PLATILA. Poslaću vam bankovne izvode da to dokažem. Služba za korisnike mi je rekla da je već pod istragom. Niko me uopšte nije kontaktirao po ovom pitanju. Moram dokazati sve razgovore u ćaskanju uživo. Tragao sam za ovim povlačenjem od 19. marta kada ste stalno otkazivali uplatu. Označeno je kao plaćeno nakon 4 otkazivanja od strane vas. Nije stigao do moje banke i korisnička služba je rekla da istražujete. Vaša komunikacija po ovom pitanju je veoma loša. Takođe niste odgovorili ni na jedan od mojih mejlova. Želim na taj način da se stvar hitno reši. Ali da, poslaću vam e-poštom svoj bankovni izvod. Možete li potvrditi da ste ga primili i komunicirati!
Right, you have not PAID me. I will send you bank statements to prove this. I have been told by customer service that it was under investigation already. No one has contacted me at all about this matter. I have all the Live Chat conversations to prove. I have been chasing this withdrawal since the 19th March where you kept cancelling the payment. It was marked as paid after 4 cancellation by yourselves. Its had not reached my bank and customer services said you were investigating. Your communication on this matter is very poor. You also have not responded to any of my emails. I want thus matter sorted urgently please. But yes I will email you my bank statement. Can you confirm you have received it and communicate!
Poslali smo vas e-poštom da bismo vas obavestili da broj računa na vašem bankovnom izvodu ne odgovara broju računa na koji ste podigli sredstva. Molimo vas da još jednom proverite informacije i dostavite nam tačan izvod iz banke u PDF formatu. Hvala unapred.
Srdačan pozdrav,
NineVin tim.
Dear MUMMSY,
We emailed you to notify that the account number on your bank statement does not match the account number you withdrew your funds to. Please double-check the information and provide us with the correct bank statement in PDF format. Thank you in advance.
19. mart Poslao sam vam izvod iz banke pošto sam pobedio jer je pisalo da moram da pošaljem na verifikaciju.
Tada sam bio potpuno verifikovan.
Tada sam povukao 2500. Čekao sam 7 dana, nakon brojnih ćaskanja na vašem live chat-u.
Novac se tada vratio na moj račun. Zatim sam ponovo pokušao da ga povučem, odjednom me je tražilo da uložim £21 bonusa koji nikada nisam imao? Tako da sam uradio neophodnu opkladu, više nego što je trebalo tada sam povukao £2400. Onda ste ga vi otkazali, iako tamo navodite da sam ja otkazao što je totalna laž!
Tada je označeno kao plaćeno, ali novac i dalje nije stigao u moju banku. Više puta sam razgovarao sa četovanjem uživo i rekao da će novac ući na moj račun, došlo je do sistemske greške, oni u potpunosti istražuju. Ni jednom od 19. marta nisam dobio nijedan mejl
Od tvog objašnjenja iako sam bio klasifikovan kao prioritet. Tek kada sam uključio Casino Gurua, vi ste to ispitali. Sada smišljate potpune laži o mom bankovnom računu. Pitam se da li su sve recenzije koje sam video o trust pilotu tačne. Da ne plaćate i ne odlažete i ne lažete.
I'm starting to believe all the reviews now about the lies.
19th March I sent you my bank statement after I won as it said I needed to send for verification.
I was then fully verified.
I then withdrew 2500. Waited 7 days, after numerous chats on your live chat.
The money then bounced back into my account. I then tried to withdraw it again all of a sudden it asked me to wager £21 of bonus that I never had? So I done the necessary wagering, more than I should of then withdrew £2400. It was then cancelled by you, even though you state on there I had cancelled it which is a total lie!
It then was marked as paid, but the money still didnt reach my bank. I have spoken to live chat numerous times saying the money will get into my account, there was a system error, they are fully investigating. Not once since 19th March have I had not one email
From you explaining even though I was classed as a priority. Only when I have got Casino Guru involved you have looked into it. Now you are coming up with complete lies about my bank account. I am woundering if all the reviews I have seen on trust pilot are correct . That you don't pay and delay and tell lies.
Sada kažem da su moje banke krive. Nisu mi dali nikakav dokaz o ovoj transakciji osim ovog referentnog broja koji sam upravo dobio. Kada sam prvi put počeo da jurim, rečeno mi je da je moja banka kriva, onda je to eskaliralo tako da su imali sistemsku grešku, onda su rekli da je pod istragom, onda moj bankovni račun ne odgovara njihovoj evidenciji, sada sam dobio ovo. Upravo sam obišao potpuni krug. Ne verujem da je ovaj novac uopšte poslat. Želeo bih da mi se e-poštom pošalje dokaz o ovoj transakciji i datum kada je poslata.
I have just received this email from Ninewin
Stating now that it's my banks fault. They haven't given me any evidence of this transaction except for this reference number, which I have just received. When I first started to chase I was told it was my banks fault, then it escalated to they had a system error, then they said it was under investigation, then my bank account didn't match their records, now I have received this. I have just gone round a total circle. I don't believe this money was sent at all. I would like evidence of this transaction emailed to me and date it was sent.
Iznenađenje, iznenađenje da mi je banka upravo dobila banku. Referenca koju ste mi dali nije prepoznata. Postajem stvarno frustriran zbog izgovora koje mi dajete i nepoštenja. Možete li mi, molim vas, isplatiti moj dobitak. Imaš dovoljno dokaza, prestani da se igraš sa mnom.
Surprise, surprise my bank has just got bank to me. The reference you have given me is not recognised. I'm getting really frustrated with the excuses you are giving me and the dishonesty. Can you please pay me my winnings. You have enough evidence, Stop playing with me.
Vaš zahtev je već poslat nadležnom odeljenju, stručnjaci se trude da reše slučaj i daju vam odgovor u najkraćem mogućem roku. Razumemo važnost situacije za vas i pokušavamo da ubrzamo proces rešavanja. Čim bude bilo kakvog ažuriranja, obavestićemo vas.
Srdačan pozdrav,
NineVin kazino.
Dear MUMMSY,
Your request has already been sent to the relevant department, the specialists do their best to solve the case and give you a response as soon as possible. We understand the importance of the situation for you and try to expedite the resolution process. As soon as there is any update we will inform you.
Osećam da su moja odložena plaćanja sada izvan razumnog vremenskog perioda i onoga što je navedeno u pravilima i uslovima Ninevin kazina o politici i proceduri povlačenja.
Dao sam dovoljno vremena da se ovaj problem reši, skoro mesec dana je od neplaćanja.
I feel my delayed payments is now beyond reasonable period of time and what’s stated in Ninewin casino’s own terms and conditions about withdrawal policy and procedure.
I have given enough time for this issue to be rectified we are nearly 1 month in from non payment.
Dobio sam e-poruku od Ninevin-a da su poslali uplatu i da ne mogu da povrate dobitke jer sam im dao pogrešne akreditive. Ovo je apsolutna laž! Dobio sam 2 puta isplate za koje sam dao dokaz da su otišle u moju banku. Došli su i rekli da sam im dao drugi bankovni račun što je apsolutna laž. Imam samo jedan nalog. Pokazao sam dokaze o izjavama, povlačenjima i depozitima koji dolaze sa tog računa. Takođe nikada nisam ručno davao svoje bankovne podatke jer sam koristio njihov transferop sistem za transfer sredstava na svoj račun za igru. Kada sam se povukao, koristio sam isti sistem. Tražili su moj bankovni izvod kada sam napravio svoje poslednje podizanje. Jedina osoba koja ne bi ručno unela različite bankovne podatke bio bi Ninevin. Cela stvar je veoma sumnjiva. Otkazali su moje povlačenje 2 puta, jedan rekavši da ga je otkazao sistem i jedan od mene, što nikada nisam uradio. Ponovo sam pokušao da se povučem ponovo sam otkazao. Što nije slučaj i oni su ga povukli 20 minuta kasnije označivši ga kao plaćeno. Ko stvara alarm kao prevaru i pokušava da kaže da su platili, ali na broju računa koji je potpuno neprepoznat i izmišljen od njih. Imam dokaz za sve. Nisam dobio ni pare, a oni lažno optužuju da pokriju leđa i da mi ne plate. Sistem je korumpiran. Neću se smiriti dok ne primim novac koji mi dugujem. Ako još jednom čujem da su mi platili i unesete pogrešne podatke o računu, biće prijavljen nadležnima.
I received an email from Ninewin saying that they have sent the payment and can't retrieve the winnings as I gave them the wrong credentials. This is an absolute lie! I have received 2 x withdrawal which I gave evidence for that went into my bank. They have come up and said that I gave them a different bank account which is absolute lies. I only have one account. I have shown evidence of statements, withdrawals and deposits all coming from that account. Also I never manually gave my bank details as I used their transferop system to transfer funds into my playing account. When I withdrew I used the same system. They asked for my bank statement when I made my last withdrawal. The only person who wouldn't manually put different bank details in would be Ninewin. The whole thing is very suspicious. They cancelled my withdrawal 2 times one saying it was cancelled by the system and one by me which I never did. The I tried to withdraw again it was cancelled again by me. Which is not the case and they withdrew it 20 minutes later marking it as paid. The who thing is creating alarm bells as a scam and trying to say they paid it but in an account number that's totally unrecognised and made up by them. I have proof of everything . I have not received a penny and they are making false accusations to cover their back and not to pay me. The system is corrupt. I will not rest until I receive money that is owed. If I hear one more time they paid me and Input wrong account details in this will be reported to the authorities.
Takođe imam pravo da vidim sve dokaze o ovoj uplati poslate e-poštom sa svim bankarskim akreditivima. Kao što znam da nisu moji i Joone ima pristup mom nalogu 😒
I am also in my right to see all evidence of this payment emailed to me all bank credentials. As I know they are not mine and joone has access to my account 😒
Iskreno nam je žao zbog ove situacije i razumemo vašu zabrinutost, ali smo vaš slučaj proverili kod nadležnih stručnjaka koji su nam dali potrebne informacije koje potvrđuju da ste vi uneli broj bankovnog računa na koji je novac podignut.
Kao što vidimo iz sistema da ste izvršili povlačenje 26. marta u 12:09 UTC, u ovom zahtevu ste uneli tačan broj bankovnog računa (onaj koji je trebalo da bude kako kažete), ali onda je za nekoliko minuta ovo povlačenje bilo otkazan (možete ga videti u odeljku Istorija transakcija) i povlačenje je ponovo izvršeno na drugi bankovni račun (onaj koji se završava sa ***80)
Zamolili bismo vas da ne dozvoljavate pristup drugima i da promenite lozinku.
Dragi Petre, i mi smo Vam dali sve dokaze i ljubazno Vas molimo da proverite inbok. Hvala na saradnji!
Srdačan pozdrav,
Ninevin tim.
Hello, dear all!
We are sincerely sorry about this situation and we understand your concern, but we have checked your case with the competent specialists who have given us the necessary information confirming that the bank account number to which the money was withdrawn was entered by you .
As we see from the system you made the withdrawal on March 26th at 12:09 UTC, in this request you entered your correct bank account number (the one that should have been as you say), but then in a few minutes this withdrawal was canceled (you can see it in the Transaction History section) and the withdrawal was re-done to another bank account (the one ending with ***80)
We would like to ask you not to give your access to others and change your password please.
Dear Peter, we also provided you with all the evidence and kindly ask you to check your inbox. Thank you for your cooperation!
Ninevin Casino ste otkazali transakciju! u 12.09 napravio sam onda si napravio novo povlačenje u 12.26 poništio i uradio novo podizanje??? Kao da ste otkazali prethodnu transakciju od originalne koju sam probao 19. marta. Označena je kao PLAĆENA Čekao sam 7 dana i sistem ju je otkazao. Molim vas nemojte reći da sam uradio bilo koje od ovih otkazivanja koje ste vi uradili. Dao sam vam snimak ekrana toga. Čak je i razgovor uživo pri prvom pokušaju rekao da je otišao u moju banku, a zatim se vratio na moj račun za igranje.
Imali ste sve moje tačne bankovne podatke. Video sam i druge recenzije o pilotu poverenja da ste im i vi učinili isto. Traže bankovni račun koji nisu imali.
Ovo je tvoje delo NE moje. Misliš da želim da trošim vreme jureći za novcem? Imam bolesnog dečaka koji ima veliku operaciju 1. maja. Ne moram ovo da radim?
Niko nema pristup mojim nalozima. Imam veoma visoku sigurnost na svom uređaju. Nema šanse da je neko ovo uradio.
Te bankovne podatke ste uneli 29 minuta nakon što sam izvršio povlačenje u 12.09. Čak sam ga pogledao i rekao zašto su mi otkazali povlačenje, a onda to ponovili 20 minuta kasnije.
I ja želim da vidim dokaze da mi možete proslediti transakciju. Dali ste samo osmocifreni broj računa i IBAN broj. Želim da vidim pune dokaze. Imali ste sve moje akreditive bankovne izvode itd. ovo NIJE uključeno. Ne krivite me za svoje postupke!
Ninewin Casino you cancelled the transaction! at 12.09 I made then you made a new withdrawal at 12.26 you cancelled it and done a new withdrawal??? Like you cancelled the previous transaction from the original one I tried on the 19th Marcg It was marked as PAID I waited 7 days and the system cancelled it. Please do not say I done any of these cancellations you did. I have given you screenshot of that. Even live chat on the first attempt said it had gone to my bank then bounced back into my playing account.
You had all my correct bank details. I have seen other reviews on trust pilot that you have done the same to them. Asking for a bank account that they didn't have.
This is your doings NOT mine. Due you think I want to spend my time chasing money? I have a sick boy who's having a major operation on the 1st May I don't need to be doing this?
Noone has access to my accounts. I have a very high security on my device. There is no way anyone has done this.
You have entered those bank details 29mins after I done the withdrawal at 12.09. I even looked at it and said why have they cancelled my withdrawal and then re done it 20 minutes later.
I want to see evidence too you can forward me the transaction. You have only given a 8 digit account number and a IBAN number. I want to see full evidence. You had all my credentials bank statements ect this is NOT on. Do not blame me for your actions!
Takođe kao što sam primetio u mejlu. Zašto biste ovlastili bankovni račun koji niste verifikovali? Jedini bankovni račun koji ste verifikovali je moja banka koja odgovara povlačenju i transakcijama. Nakon što ste tražili sve moje bankovne izvode i ličnu kartu. Ovo mi ne odgovara. Ili je vaš sistem zagrljen ili u Ninevin-u ima korumpiranih ljudi. Neću da odgovaram za ovo!
Also as I noted on the email. Why would you authorise a bank account that you had not verified? The only bank account you verified is my bank that matches withdrawal and transactions. After you wanted all my bank statements and ID. This does not rally up to me. Either your system is hugged or there are some corrupt people in Ninewin. I am not going to be held accountable for this!
Takođe kako biste koristili taj 'Takozvani' broj računa sa mojim imenom jer se ne bi podudarao. Jer ja nemam taj nalog??? Još uvek mi niste dali nikakav čvrst dokaz o tome. Nešto prikrivaš ovde. Svako može samo da smisli nasumičan broj od 8 cifara i kaže da je to broj računa. Gde su ostali detalji kod sortiranja??? Zato što je ovo izmišljena priča da se kaže da ste je platili.
Also how would you use that 'So Called' account number with my name as it wouldn't match. Cos I don't have that account??? You still have not given me any solid evidence on this whatsoever. You are covering something up here. Any one can just make up a random 8 digit number and say that's an account number. Where the rest of the details the sort code??? Because this is a made up story to say you have paid it.
Imam dobre vesti! Dobio sam e-poštu od Eme iz Ninevin-a. Oni će mi vratiti moj dobitak. Rani su dani i nadam se da će poštovati svoju reč i platiti mi. Nadam se da je ovo kraj bezbrojnih jurnjava i mejlova koji šalju dokaze da ne dobijam sredstva. Nikada se ranije nisam žalio, ali su se pojačali i omogućili da se slučaj pomeri ka dobrom ishodu. Zato im se zahvaljujem na tome. Nadam se da će mi ovo dati više vere u Ninevin. Obaveštavaće vas.
I have some good news! I have had a email from Emma at Ninewin. They are going to refund me my winnings. Its early days and hoping that they honour their word and pay me. I do hope this is the end of countless chasing and emails back and forth sending evidence of me not receiving my funds. I have never made a complaint before, but they did step up and kept the case moving to a good outcome. So I thank them for that. Hopefully this will give me more faith in Ninewin. Will keep you notified.
Želeo bih da vam kažem veliko hvala što ste rešili ovaj problem. Konačno sam dobio svoj dobitak. Tako srećan što više ne moram da jurim. Hvala svima koji su mi pomogli. Slučaj zatvoren. Sa srećnim licem 😄
I would like to say a big thankyou for getting this issue resolved I have finally received my winnings. So happy that I don't have to chase anymore. Thankyou to everyone that helped me. Case close. With a happy face 😄
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskreno razmatranje i sve sugestije koje ćete možda imati za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi veoma cenjeni. Vaše povratne informacije mogu biti korisne drugima koji razmišljaju o tome da nas kontaktiraju u vezi bilo kakvih problema vezanih za onlajn kazino. Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Peter
Dear MUMMSY,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
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