The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had communicated that the player should wait at least 14 days for the withdrawal to process and had extended the inquiry period by an additional 7 days. However, due to the player's lack of response to follow-up inquiries, the complaint was unable to be investigated further and was therefore rejected.
Igrač iz Nemačke je zatražio povlačenje manje od dve nedelje pre podnošenja žalbe. Njihov novac još nije bio primljen. Tim za žalbe je saopštio da igrač treba da sačeka najmanje 14 dana da se proces povlačenja obradi i produžio je period istrage za dodatnih 7 dana. Međutim, zbog nedostatka odgovora igrača na naknadne upite, žalba nije mogla biti dalje istražena i stoga je odbijena.
Uplatim depozit od 50 evra i onda uzmem još 50 evra bonusa. Počinjem da igram na okretajima posle malog ruleta i onda se vraćam na slotove. Igram i osvajam 1200 evra. Nakon što ponovo igram 200 nakon što ponovo uplatim 90 evra. Danas ujutro vidim poruku da je kazino odbio moje povlačenje i govori mi da sam premašio limit bonus opklade. Kako je moguće kada igram spin od 2 evra i neke od spinova bez dobitka od 5 evra. Najviše raštrkanih dobitaka ostvarujem sa opkladom od 2 evra po okretu. Šta mogu da uradim da uzmem svoj dobitak?
I make a deposit of 50 euro and then take another 50 euro bonus. I start play at spins after little roulette and then back to slots. I play and win 1200euro. After i play again the 200 after i deposit again 90 euro. Today morning i see message that the casino rejected my withdrawal and tell me that i exceed the bonus bet limit. How it possible when i play a spin by 2 euro bet and some of spins with no winning at 5euro. The most scatter winnings i make it with 2 euro bet per spin. What i can do to take my winnings?
Dear geo21m5,
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 geo21m5,
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.
Dear geo21m5,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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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.
