Dragi kazino guru,
Pišem da bih se požalio na svoje iskustvo sa Red Dog Casino-om, gde sam osvojio $5404 (u stvari osvojio $15.000, ali ovo je bio moj maksimalni keš kojeg sam dobro znao) 1/21 i 1/22. Međutim, kazino je spreman da isplati moj dobitak samo u koracima od 500 dolara, a preostalom saldu je potencijalno potrebno 11 nedelja da se u potpunosti isplati.
Moja zabrinutost je sledeća:
Nepravedan i nerazuman raspored isplata: Moji dobici se isplaćuju na način koji se čini značajno odloženim, posebno imajući u vidu da sam novi igrač sa aktivnim depozitom i priloženim bonusom. Takođe koristim Bitcoin, koji na veb stranici navodi 1-3 dana za obradu, međutim moja poslednja isplata je trajala više od nedelju dana, a nakon zahteva za pregled na nivou mog igrača da povećam ograničenje za povlačenje, Dženi iz odeljenja za naplatu nastavlja da mi date isti odgovor, da se pozivam na T&C za svaku e-poštu koju pročitam, i ignoriše moja konkretna pitanja, i naterao me da čekam celu kalendarsku nedelju za isto povlačenje od 500 dolara. Moje poslednje povlačenje je danas isplaćeno za 500 dolara, tako da razumem ako niste voljni da preuzmete ovaj slučaj, pošto nije prošlo dve nedelje bez uplate, međutim, ovo su razlozi zbog kojih verujem da bi, ako ste intervenisali, ubrzajte moje dobitke, a takođe poboljšajte njihove operacije kako bi se prema igračima ponašali pošteno, i dajte upozorenja budućim igračima da se to dešava kada odlučite da igrate sa RedDog-om. Takođe sam pronašao veoma sličnu temu/žalbu koju je igrač u SAD imao sa RedDog-om koju ste rešili. Igrač je bio ograničen na isplate od 300 dolara, Red Dog Rep je došao i rekao da će pregledati limite povlačenja, i to brzo nakon što igrač bude isplaćen. Oni ne žele da ljudi na internetu znaju da ako ostvare velike pobede, biće im vraćeni koraci, ko bi želeo da čeka mesecima da dobije vaš dobitak? Čini mi se nerazumnim…. Tako da ću nastaviti dalje…
Nedostatak transparentnosti i komunikacije: Uprkos višestrukim pokušajima da kontaktiram korisničku podršku i naplatu u vezi sa ograničenjima povlačenja i vremenima obrade, dobio sam nedosledne i zbunjujuće informacije.
Nejasan uticaj na nivo igrača: Kazino tvrdi da nivo igrača određuje vreme obrade povlačenja, ali korisnička služba je u suprotnosti sa ovom izjavom. Nisam dobio jasno objašnjenje o nivou mog igrača ili njegovom uticaju na isplate. Takođe navode da je nivo igrača zasnovan na kreditnom rezultatu, što nije tačno jer nemaju moj broj socijalnog osiguranja. Ne bi trebalo da budu u stanju da lažu da bi naterali ljude da veruju da su za kašnjenje krivi igrači.
Brige o bezbednosti podataka: Moji dokumenti za verifikaciju su poslati na ličnu adresu e-pošte, što je izazvalo zabrinutost u vezi sa praksama bezbednosti podataka.
Osećam se nepoštovanjem i poniženjem: Komunikacija i postupanje sa mojom situacijom od strane osoblja kazina bili su neprofesionalni i bez poštovanja.
Pregledao sam uslove i odredbe i verujem da kazino lažno predstavlja njihovu politiku povlačenja. Oni takođe tvrde u T&C-u o velikim dobicima, kazino ima pravo da podeli isplate na jedinice, ali šta se smatra „velikim dobitkom"? Ako se kazino bori da isplati novac novim klijentima, zašto bi neko želeo da nastavi da igra sa njima? Pored toga, spreman sam da pružim dokumentaciju da potkrijepim svoje tvrdnje. (Molim vas, obavestite me šta će biti od pomoći, imam sve dokumentovano, ali ne želim da šaljem dokumente ako ovo nije kvalifikovana žalba.)
Moj željeni rezultat:
Potpuna i trenutna isplata mojih preostalih dobitaka (isključujući 2 već primljene uplate od 500 USD).
Jasna i transparentna komunikacija u vezi sa određivanjem nivoa igrača i njegovim uticajem na obradu povlačenja.
Poboljšane prakse bezbednosti podataka. (Nikada više neću igrati ovde tako da ovo nije bitno)
Poštovan i profesionalan tretman odeljenja za naplatu.
Hvala vam na vremenu i pažnji na ovom pitanju. Radujem se vašem odgovoru i rešenju.
S poštovanjem,
Ostin D***
Dear Casino Guru,
I am writing to complain about my experience with Red Dog Casino, where I won $5404 (actually won $15k but this was my max cash out which I was well aware of) on 1/21 & 1/22. However, the casino is only willing to pay out my winnings in $500 increments, with the remaining balance potentially taking 11 weeks to be fully paid.
My concerns are as follows:
Unfair and unreasonable payout schedule: My winnings are being disbursed in a way that feels significantly delayed, especially considering I'm a new player with an active deposit and bonus attached. I’m also using Bitcoin, which states on the website 1-3 days for processing, however my last payout took more than a week, and after requesting for a review on my player level to increase my withdraw limit, Jenny from billing department continues to give me the same response, to refer to T&C to every email I read, and ignores my specific questions, and made me wait a full calendar week for the same $500 withdraw. My most recent withdraw was paid today for $500, so I understand if you’re unwilling to take on this case, as it hasn’t been two weeks without a payment, however this these are the reasons I believe if you did intervened it would expedite my winnings, and also improve their operations to treat players fairly, and give warnings to future players that this is what happens when you decide to play with RedDog. I also found a very similar thread / complaint a player in US had with RedDog that you resolved. The player was limited to $300 payments, Red Dog Rep came in and said they would review the withdraw limits, and quickly after the player was paid out. They don’t want people on the internet to know if they win big, they will be paid back increments, who would want to wait months to get your winnings? It seems unreasonable to me…. So I will continue on…
Lack of transparency and communication: Despite multiple attempts to contact customer support and billing regarding withdrawal limits and processing times, I received inconsistent and confusing information.
Unclear player level impact: The casino claims player level determines withdrawal processing times, but customer service contradicted this statement. I have received no clear explanation of my player level or its impact on payouts. They also state player level is based on credit score, which is not true because they don’t have my social security number. They shouldn’t be able to lie to make people believe the delay is the players fault.
Data security concerns: My verification documents were sent to a personal email address, raising concerns about data security practices.
Feeling disrespected and humiliated: The communication and handling of my situation by the casino staff have been unprofessional and disrespectful.
I have reviewed the terms and conditions and believe the casino is misrepresenting their withdrawal policies. They also claim in the T&C on large winnings, the casino has the right to divide the payouts into units, but what is considered a "large win"? If a casino is struggling to pay out to new customers, why would someone want to continue playing with them? Additionally, I am willing to provide documentation to support my claims. (Please let me know what will be helpful, I have everything documented but don’t want to send docs if this isn’t a qualified complaint.)
My desired outcome:
Full and immediate payout of my remaining winnings (excluding the 2 $500 payments already received).
Clear and transparent communication regarding player level determination and its impact on withdrawal processing.
Improved data security practices. (I’ll never play here again so this doesn’t matter much)
Respectful and professional treatment from billing department.
Thank you for your time and attention to this matter. I look forward to your response and resolution.
Sincerely,
Austin D***
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