Igrač iz Australije je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Igrač je kasnije potvrdio da je povlačenje uspešno obrađeno, pa smo ovu žalbu označili kao rešenu.
The player from Australia requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Igrač iz Australije je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Igrač je kasnije potvrdio da je povlačenje uspešno obrađeno, pa smo ovu žalbu označili kao rešenu.
Uplatio sam dva depozita u kazino. Prvi depozit je smanjen. Drugi depozit je rezultirao pobedom.
Predao sam sve svoje kic dokumente prema uslovima navedenim na veb stranici kazina. Uključujući snimak ekrana depozita koji prikazuje iznos, datum i ime trgovca.
Dao sam dokaz o mojim depozitima uplaćenim kazinu. Međutim, kazino me je obavestio da je došlo do problema sa provajderom plaćanja koji koriste u pogledu verifikacije mog depozita. Uprkos tome što sam pokazao dokaz o ovlašćenju. Uplatio sam depozit preko Apple Pai-a, napominjem da od tada Apple Pai više nije dostupan za depozite?
Tada sam u ćaskanju uživo obavešten da je moj nalog u potpunosti verifikovan i da će moje povlačenje biti obrađeno u dogledno vreme, to se nije dogodilo.
Već 5 dana mi je rečeno da nema ažuriranja, ali oni čekaju da njihov procesor plaćanja reši problem koji se nikada ne pojavljuje.
od mene je zatraženo da pokažem dokaz da je prvi depozit pripadao meni, što sam i učinio.
Rečeno mi je da se ništa ne može učiniti dok ne reše problem na svojoj strani bez maksimalnog eta koji treba popraviti.
Od tada sam kontaktirao svoju banku koja me je obavestila da je moj uplaćeni depozit odobren i da je trgovac i dalje neizmiren. Ne verujem da je ovo moj problem. Deponovao sam odobrenim metodom, založio sredstva i igrao tačno prema uslovima i odredbama kazina.
Imam još da dodam ako je potrebno, uključujući transkripte ćaskanja i dodatni dokaz ako je potrebno.
Priložio sam snimke ekrana, ali moram da otpremim još dokumenata, maksimalno 5.
I made two deposits to the casino. First deposit was played down. The second deposit resulted in a win.
I submitted all of my kyc documents as per the conditions listed on the casinos website. Including a screenshot of the deposit showing the amount, date and name of the merchant.
I provided proof of my deposits paid to the casino. However the casino advised me there has been issues with the payment provider they use in terms of verifying my deposit. Despite me showing proof of authorisation. I made the deposit via Apple Pay, I note that since that time Apple Pay is no longer available for deposits?
I have then been advised on live chat that my account is fully verified and my withdrawal will be processed in due course, this has not happened.
For 5 days straight I have been told there is no update however they are waiting on their payment processor to fix the issue which never occurs.
i was asked to show proof the first deposit belonged to me, which I have done.
I am told nothing can be done until they resolve the issue on their side with no maximum eta to fix.
I have since contacted my bank who have advised me that my deposit paid was authorised and remains unsettled by the merchant. I don’t believe this is my issue I deposited via an approved method, wagered the funds and played exactly as per the casinos terms and conditions.
i have more to add if needed including chat transcripts and additional proof if needed.
I have attached screenshots but need to upload more documents, maximum is 5.
Dear Electrojunkie,
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
Hvala na odgovoru, moj glavni problem je to što depozit koji je uplaćen u 17:54 03.08.2023. nije izmiren od strane procesora plaćanja koji koristi kazino. Ovlastio sam uplatu, što je jedan deo procesa, trgovac treba da izmiri depozit što nije uradio. Da li se vremenski period od 14 dana primenjuje na KIC? Ako je tako, sačekaću još 6 dana bez problema. Samo želim pošten ishod.
Hvala vam
Thanks for your response, my main issue it thay the deposit which was paid at 5:54pm on 08/03/2023 has not been settled by the payment processor which the casino uses. I authorised the payment, which is one part of the process, the merchant needs to settle the deposit which they haven’t done. Does the 14 day time period apply to KYC? If so I will wait another 6 days no problem. Just want a fair outcome.
thank you
Zdravo, kazino je obradio moj KIC i odobrio moja prva povlačenja. Nadam se da su sredstva primljena sa moje strane. Želeo bih da zatvorim ovu žalbu pod uslovom da je mogu ponovo otvoriti u budućnosti ako moja sredstva ne budu primljena.
Puno vam zahvaljujem na podršci.
Hi, the casino has processed my KYC and approved my first withdrawals. Hopefully the funds are received on my end. I’d like to close this complaint on the provision that I am able to reopen it in the future if my funds aren’t received please.
I thank you so much for your support.
Hvala vam na odgovoru, Electrojunkie. Drago mi je da čujem da je problem verifikacije rešen. Naravno, mogu da zatvorim žalbu sada ako želite, ali predlažem da je ostavimo otvorenom dok ne dobijete svoje povlačenje jer bi to bio lakši proces za nas. Molim vas, recite mi kako želite da postupite.
Thank you for your reply, Electrojunkie. I am happy to hear that the verification issue has been resolved. Of course, I can close the complaint now I you wish, but I would suggest that we keep it open until you receive your withdrawal as this would be an easier process for us. Please, let me know how you wish to proceed.
Dear Electrojunkie,
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.
Dragi elektrodžanki,
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 budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti. Tu smo da pomognemo.
Srdačan pozdrav,
Kristina
Casino.Guru
Dear Electrojunkie,
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.
Best regards,
Kristina
Casino.Guru
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.