The player from Australia had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings have not been received yet. The Complaints Team had attempted to assist the player but was unable to proceed due to a lack of response to their inquiries regarding account verification and casino details. Consequently, the case had been rejected, as further investigation could not be conducted without the necessary information.
Igrač iz Australije je zatražio povlačenje prije podnošenja žalbe. Nažalost, njihovi dobici još nisu primljeni. Tim za žalbe je pokušao da pomogne igraču, ali nije mogao da nastavi zbog nedostatka odgovora na njihove upite u vezi sa verifikacijom naloga i detaljima kazina. Shodno tome, slučaj je odbijen, jer dalja istraga nije mogla da se sprovede bez potrebnih informacija.
Ne mogu da povučem svoj dobitak stalno odbija i govori da je to zbog održavanja na serveru i ne mogu da dobijem dalju pomoć od kazina
Cannot withdraw my winnings keeps rejecting and saying it is because of maintenance on the server and I can not get any further help from the casino
Dear crookys82,
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.
Hej Nick, još uvek nemam sreće, isti odgovor svaki put kada se moje povlačenje vrati, što je (Server ne radi zbog održavanja)
Hey Nick I'm still having no luck same reply every time my withdrawal gets knocked back which is (Server down for maintenance)
Dear crookys82,
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.
Ne, povlačenje još uvek nije bilo uspešno jer nastavlja da se kaže održavanje servera i da tim za podršku uopšte ne pomaže
No the withdrawal has not been successful as yet as it continues to say maintaining server and there support team is no help at all
Hvala crookis82 za sve 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 crookys82 for all the information provided. 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, crookis82 ,
Žao mi je što čujem za vaše neprijatno iskustvo i izvinjavam se zbog kašnjenja. Od sada ću vam pomagati oko slučaja.
Međutim, pre nego što pozovem predstavnika kazina u temu ili ponovo kontaktiram kazino u vezi sa tim, imam pitanje za vas.
Kontaktirao sam kazino kome ste podneli žalbu, ali sam obavešten da ne mogu da pronađu nijedan nalog prema ID-u/e-mailu koji ste dali prilikom podnošenja žalbe. Takođe, njihov predstavnik za ćaskanje uživo je nazvan malo drugačije u poređenju sa vašim snimkom ekrana iznad („OnePlai" a ne „1Plai").
Iako je logo kazina izgledao kao ispravan kazino, možete li mi poslati link kazina/veb sajta na kojem ste se registrovali i igrali kako bismo bili sigurni da pokušavamo da kontaktiramo pravi kazino?
Hvala.
Hello, crookys82,
I am sorry to hear about your unpleasant experience and apologize for the delay. From now on, I will assist you with the case.
However, before I invite the casino representative to the thread or contact the casino regarding the matter again, I have a question for you.
I contacted the casino you submitted your complaint with but was informed that they cannot find any account according to the ID/email you provided upon submitting the complaint. Also, their live chat representative was named a bit differently compared to your screenshot above ("OnePlay" and not "1Play").
Although the casino logo looked to be the correct casino, can you please send me the link of the casino/website where you registered and played so we are sure that we are trying to contact the correct casino?
Thank you.
Dear crookys82,
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, prinuđeni smo da odbijemo ovaj slučaj jer igrač nije odgovorio na naše poruke i pitanja. Zbog toga nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku. Međutim, biće nam potrebne tražene informacije/detalji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, we will need the requested information/details.
Best regards,
Branislav, Casino.Guru
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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.
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