Moje iskustvo sa ovim kazinom je bilo loše.
Deponovao oko 100 evra, prebacio bez bonusa/promocija, napravio profit, zatražio povlačenje početnog depozita.
Tokom KIC procedure verifikacije od mene je zatraženo da postavim selfi 5 puta, jer moj lakat nije bio u potpunosti vidljiv / ruka nije bila u potpunosti vidljiva - bilo je pomalo ponižavajuće i smešno. Posebno imajući u vidu činjenicu da na KIC delu sajta ovaj zahtev nije jasno naveden.
Tokom KIC procedure morate biti proaktivni i zatražiti od korisničke službe da proveri da li su svi dokumenti učitani - ako to ne učinite, oni će odbiti vaša dokumenta kako bi produžili proces povlačenja.
Nakon što je KIC završen, moje povlačenje od ~100 EUR je obrađeno nakon 13 dana. Ovo je predugo i ja to doživljavam - s obzirom na žalbe koje su klijenti uložili na casinoguru - kao način da se prolongira proces povlačenja, tako da ih korisnik otkaže i izgubi novac :)
Opcija „Odgovorno igranje" nije jasno vidljiva – potrebno je da skrolujete po sajtu, unesete „Odgovorno igranje" na dnu, pročitate odeljak i kliknete na mali link da biste postavili limite depozita, periode hlađenja itd.
Konačno, korisnička služba nije od pomoći – kada sam nekoliko puta pitao o svom povlačenju, dobio sam iste copi-paste formule poput „Finansijskom odeljenju je potrebno više vremena" „Žao mi je što to čujem. Molim vas budite strpljivi" i tako na.
Moje povlačenje je konačno obrađeno, ali sam odlučio da trajno zatvorim nalog i da se samoisključim. Ne znam da li je moj slučaj bio krajnji slučaj (verovatno nije), ali ako je ovo standardna praksa sa njihove strane - definitivno ne preporučujem igranje u ovom kazinu.
Pozdravi :)
My experience with this casino was bad.
Deposited around EUR 100, rolled it over without bonuses / promotions, made a profit, requested withdrawal of the initial deposit.
During the KYC verification procedure I was asked to upload a selfie 5 times, because my elbow was not fully visible / my arm was not fully visible - it was kind of humiliating and ridiculous. Especially given the fact, that on the KYC section of the site this requirement is not clearly stated.
During the KYC procedure you have to be proactive and ask customer service to check if all the documents are uploaded - if you do not do so, they will reject your documents in order to prolong the withdrawal process.
After the KYC was complete my withdrawal of EUR ~100 was processed after 13 days. This is way too long and I perceive that - given the complaints filed by the clients on casinoguru - as a way to prolong the withdrawal process, so that the customer cancels them and loses the money :)
The "Responsible gaming" option is not clearly visible - you have to scroll the site, enter the "Responsible gaming section" at the bottom, read the section, and click on a small link in order to set deposit limits, cool-off periods etc.
Finally, the customer service is not helpful - when I asked several times about my withdrawal, I was given the same copy-paste formulas like "The financial department needs more time" "I am sorry to hear that. Please be patient" and so on.
My withdrawal was finally processed, but I decided to close the account permanently and self-exclude myself. I don't know if my case was an edge case (probably not), but if this is a standard practice from their side - I definitely do not recommend playing in this casino.
Regards :)
Hej,
Hvala vam što ste odvojili vreme da ostavite povratne informacije koje možemo iskoristiti da poboljšamo naš proizvod i uslugu.
Žao mi je što vidim da izgleda da ste imali negativno iskustvo dok ste pokušavali da verifikujete svoj nalog i podignete svoje dobitke. Razumem da proces KIC ponekad može biti frustrirajući, ali to je zakonska obaveza kao deo naše licence. Pogledaću scenarije koje ste spomenuli u vezi sa selfijem i tako dalje da vidim šta se ovde dogodilo i kako se taj element može poboljšati. Takođe ću raditi sa timom na poboljšanju informacija na sajtu kako bi kupci bolje razumeli šta je potrebno.
Razumem da je vaš nalog već samoisključen na osnovu vašeg odgovora, ali da biste ovo detaljnije pregledali da li biste mogli da nam pošaljete e-poštu na support@bitdreams.com sa e-poštom koja se koristi na vašem Bitdreams nalogu. Možete da nazovete imejl 'Casino Guru Follov Up' i navedete u e-poruci da je ovo za pažnju Olivera, menadžera za odnose sa klijentima.
Sa podacima o vašem nalogu moći ću u potpunosti da pregledam sve i preduzmem neophodne korake.
Još jednom hvala na povratnim informacijama.
Oliver.
Hey,
Thank you for taking the time to leave some feedback which we can use to improve our product and service.
I'm sad to see that it appears you had a negative experience while trying to verify your account and withdraw your winnings. I understand the KYC process can be frustrating at times but it is a legal requirement as part of our licence. I will look into the scenarios you mentioned with regards the selfie and so on to see what happened here and how that element can be improved. I will also work with the team to improve the information on site so customers will better understand what is required.
I understand your account is already self excluded based on your response but in order to review this in more detail would you be able to email us at support@bitdreams.com with the email used on your Bitdreams account. You can title the email 'Casino Guru Follow Up' and mention in the email this is for the attention of Oliver the Customer Relationship Manager.
With your account information I will be able to fully review everything and take the necessary steps.
Again thank you for the feedback.
Oliver.