The player from Ontario had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After the recommended timeframe had passed without a response from the player regarding the status of the withdrawal, the complaint was rejected due to lack of communication. The Complaints Team was unable to investigate further as the player did not provide updates or respond to inquiries.
Igrač iz Ontarija je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Uplata još nije bila obrađena. Nakon što je preporučeni vremenski okvir prošao bez odgovora igrača u vezi sa statusom povlačenja, žalba je odbijena zbog nedostatka komunikacije. Tim za žalbe nije bio u mogućnosti da dalje istražuje jer igrač nije pružio ažuriranja niti odgovorio na upite.
Deponovao sam 30 dolara u Orozino kazino da bih dobio bonus od 500 besplatnih okretaja. Igrao sam svoje besplatne okrete, za ukupno 81 $ na mom nalogu. Naravno, postojao je veoma visok zahtev za igranje, što sam imao sreće da ispunim nakon otprilike četiri sata neprekidnog igranja. To pokazuje da sam 100% ispunio svoj bonus uslov za povlačenje. Međutim, pokazuje da je moj iznos za povlačenje 0, iako moj račun iznosi 400,35 USD, a moj bonus za igranje je potpuno ispunjen. Kada sam pokušao da popravim ovo, sve što sam dobio bio je besmislen odgovor od bota, praćen e-poštom u kojoj mi je rečeno da će to ispitati. Ne verujem da će se moje pitanje rešiti bez spoljnog pritiska na Orozino. Njihova korisnička usluga je veoma loša, i žalim što sam ikada uložio ni novčića tamo. Čim dobijem svoj novac, zalupiću vrata ovom računu!
I deposited $30 to Orozino Casino in order to get a 500 free spin bonus. I played my free spins, for a total of $81 in my account. Of course, there was a very high playthrough requirement, which I was fortunate enough to fulfill after about four hours of continuous play. It shows that I've 100% met my bonus requirement for withdrawal. However, it shows that my withdrawable amount is 0, even though my account stands at $400.35, with my playthrough bonus being completely fulfilled. When I tried to fix this, all I got was a nonsensical response from a bot, followed by an email telling me they'd look into it. I don't trust that my issue will be resolved without external pressure on Orozino. Their customer service is very sub-par, and I regret ever depositing a dime there. As soon as I get my money, I'll be slamming the door shut on this account!
Dear reuperd1,
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.
Dear reuperd1,
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 reuperd1,
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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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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