The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team intervened after the player reported that the withdrawal was still pending. Following communication with the casino, the issue was resolved, and the player confirmed receipt of the funds. The complaint was marked as resolved in the system.
Igrač iz Nemačke je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije bio primljen. Tim za žalbe je intervenisao nakon što je igrač prijavio da je povlačenje još uvek na čekanju. Nakon komunikacije sa kazinom, problem je rešen, a igrač je potvrdio prijem sredstava. Žalba je u sistemu označena kao rešena.
Osvojio sam 1900 € u ovom kazinu, 1500 € je isplaćeno u roku od 3 radna dana, ali sam na preostalih 400 € čekao od 15. februara 2025.
I won €1900 in this casino, €1500 was paid out within 3 working days, but I have been waiting for the remaining €400 since February 15, 2025.
Ich habe in diesem Casino 1900€ Euro gewonnen 1500€ wurden bereits innerhalb 3 Werktage ausgezahlt doch auf den Rest von 400€ warte ich nun seit dem 15.2.2025.
Dear thornawrocki1,
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 thornawrocki1,
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.
Zdravo, ne, nisam primio uplatu. U toku je obrada od 15. februara i ništa se nije dogodilo.
Hello, no I have not received my payment. It has been pending processing since February 15th and nothing has happened.
Hallo nein ich haber meine Auszahlung nicht erhalten sie steht seit dem 15.2 in Bearbeitung und es ist nichts passiert.
Hvala thornavrocki1 za sve date informacije. Vašu žalbu ću sada proslediti koleginici Martini ( martina.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you thornawrocki1 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dragi thornavrocki1,
Moje ime je Martina i od sada ću vam pomagati u rešavanju vaše žalbe. Žao mi je što čujem da je deo vašeg povlačenja odložen. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika RoboCat kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Poštovani predstavnici kazina, možete li navesti razlog zašto povlačenje igrača još nije obrađeno?
Unapred hvala na pružanju informacija.
Dear thornawrocki1,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that part of your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Hvala puno, nadam se da će se nešto uskoro desiti, hvala
Thank you very much, I hope something happens soon, thank you
Vielen Dank ich hoffe das da langsam mal was passiert danke
Svakako se i ja tome nadam
I certainly hope so too
Imam novac
Got my money
Habe mein Geld bekommen
Dragi thornavrocki1,
To je ODLIČNO!
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https ://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Martina Bennett
Casino.Guru
Dear thornawrocki1,
That´s GREAT!
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martina Bennett
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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