The player from Greece registered at the casino and successfully withdrew €2,500 after a series of wins. However, he faced issues with account identification, as the casino had not required verification until that point. After multiple inquiries and emails, he had not received his winnings or adequate responses. The player later confirmed that he received all payments, and the issue was resolved. We marked the complaint as 'resolved' in our system and appreciated his cooperation throughout the process.
Igrač iz Grčke se registrovao u kazinu i uspešno podigao €2.500 nakon serije pobeda. Međutim, suočio se sa problemima sa identifikacijom naloga, pošto kazino do tog trenutka nije zahtevao verifikaciju. Nakon više upita i mejlova, nije dobio svoje dobitke niti adekvatne odgovore. Igrač je kasnije potvrdio da je primio sve uplate i problem je rešen. Označili smo žalbu kao „rešenu“ u našem sistemu i cenimo njegovu saradnju tokom celog procesa.
Dobro veče, registrovao sam se 2. 17. u kazinu, uplatio 30€, dobio bonus na depozit, osvojio sa bonusom, prokockao sam sve do 2.500 i uspeo da podignem novac 17.2. i 18.2. Ovo je moje prvo povlačenje iz ovog kazina. Koliko god puta sam pokušavao da se identifikujem, to nije bilo potrebno. Rekli su mi i na profilu i svaki dan razgovaram sa njima, kažu mi da budem strpljiv i dobićeš svoj novac... Poslao sam 2 mejla i 3. dan mi još uvek nisu odgovorili... Molim vas pomozite mi.
Good evening, I registered on 17/2 at the casino, deposited €30, got the deposit bonus, won with the bonus, I gambled all the way up to 2,500 and managed to withdraw the money on 17/2 and 18/2. This is my first withdrawal from this casino. As many times as I tried to identify myself, it wasn't necessary. They told me in the profile as well, and every day I talk to them, they tell me to be patient and you will receive your money... I have sent 2 emails and they still haven't answered me on the 3rd day... Please help me.
Καλησπέρα σας έκανα εγγραφή στις 17/2 στο καζίνο κατέθεσα 30 € πήρα και το μπόνους κατάθεσης έκανα μια νίκη με το μπόνους το τζιραρα όλο τα έφτασα 2.500 και κατάφερα να αποσύρω τα χρήματα στις 17/2 και 18/2..Είναι η πρώτη μου ανάληψη από το καζίνο αυτή όσες φορές προσπάθησα να κάνω ταυτοποίηση δεν χρειάστηκε μου λέγανε και στο προφίλ επίσης και κάθε μέρα που μιλάω μαζί τους μου λένε υπομονή και θα λάβετε τα χρήματα σας...Έχω στείλει 2 mail και ακόμα δεν μου έχουν απαντήσει 3η μέρα...Σας παρακαλώ βοηθήστε με.
Dragi Alone1989,
Hvala vam puno što ste podneli žalbu. Žao nam je što čujemo za problem sa vašim povlačenjem i razumemo vašu zabrinutost. Međutim, imajte na umu da je prilično uobičajeno da povlačenja potraju nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaš nalog uspešno verifikovan, vaša istorija igara proverena, vaše povlačenje odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od zahteva za povlačenje, mi ćemo intervenisati i dati sve od sebe da vam pomognemo.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Dominika
Dear Alone1989,
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 the 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,
Dominika
Treba da napomenem da sam pobedio sa bonusom na prvi depozit i uspeo sam da sve isplatim i ostvarim neto profit od 2500€ uz maksimalno podizanje od 4€ pošto sam pažljivo pročitao sve uslove i nisam prekoračio limit povlačenja.. ipak, 1000€ je ostalo, a ostalo sam povukao, izgubio sam... Tako da postoje 2 i 117-og meseca još uvek povlačenja i 17-og meseca. čekam... Imam sve fotografije razgovora i molim vas pozovite kazino da daju jasan odgovor kada ću biti isplaćen... Poslao sam im 3 e-poruke i nisu dali nikakav odgovor... Hvala.
I should note that I won with the first deposit bonus and managed to cash it all out and reach net profits of €2,500 with a maximum withdrawal of €4 as I carefully read all the terms and did not exceed the withdrawal limit.. nevertheless, the €1,000 remained and I withdrew the rest, I lost it... So there are 2 withdrawals from the 17th and 18th of the month and I'm still waiting... I have all the photos of the conversations and please invite the casino to give a clear answer when I will be paid... I have sent them 3 emails and they have not given any answer... Thank you.
Να σημειώσω ότι κέρδισα με το μπόνους πρώτης κατάθεσης και έφτασα να τα τζιραρω όλα και να φτάσω καθαρά κέρδη 2.500€ με μέγιστο πάτημα 4 ευρώ καθώς διάβασα προσεχτικά τους όρους όλους και δεν υπαρβηκα το όριο του πατήματος.. παρόλα αυτά τα 1000€ μείνανε και απέσυρα τα άλλα τα έχασα...Οπότε είναι 2 αναλήψεις απο 17 και 18 του μήνα και ακόμα αναμένω...Έχω ολες τις φωτογραφίες συνομιλιών και παρακαλώ πολύ να προσκαλέσετε το καζίνο να δώσει μια σαφή απάντηση πότε θα πληρωθω...Τους έχω στείλει 3 Μάιλ και καμία απάντηση δεν έχουν δώσει... Ευχαριστώ.
Poštovani Guru, danas je matematički 15. dan i kao što vidite, posle komunikacije u četu, ništa se još nije promenilo... Voleo bih da pozovete kazino da date odgovor na sve ovo.
Honorable Guru, today is mathematically the 15th day and as you can see, after communicating in the chat, nothing has changed yet... I would like you to call the casino to give an answer about all this.
Αξιότιμο Guru σήμερα μαθηματικά είναι η 15μερα και όπως καταλαβαίνετε μετά από επικοινωνία στο τσατ ακόμα δεν έχει αλλάξει τίποτα...Θα ήθελα να καλέσετε το καζίνο να δώσει μια απάντηση για όλο αυτό.
Mogu da potvrdim da sam primio prvo povlačenje od 500 koje je bilo 17/2 i još jedno je na čekanju koje je 18/2.
I can confirm that I received the first withdrawal of 500 which was on 17/2 and another one is pending which is on 18/2.
Μπορώ να επιβεβαιώσω ότι έλαβα την πρώτη ανάληψη των 500 που ήταν στις 17/2 και εκκρεμεί άλλη μια που είναι στις 18/2 να λάβω.
Dragi Casino Guru, primio sam sve uplate, možete zatvoriti slučaj, hvala na pomoći!!
Dear Casino Guru, I received all the payments, you can close the case, thanks for the help!!
Αγαπητό Casino Guru έλαβα όλες τις πληρωμές μπορείς να κλείσεις την υπόθεση ευχαριστώ για την βοήθεια !!
Dragi Alone1989,
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 odvojili trenutak i podelili 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.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Dominika
Casino.Guru
Dear Alone1989,
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,
Dominika
Casino.Guru
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
