The player from Norway had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player later reported that the withdrawal had been cancelled or rejected without legal reasons. However, it was noted that the issue had now been resolved by the casino, and the complaint was marked as 'resolved' in the system.
Igrač iz Norveške je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Uplata još nije bila obrađena. Igrač je kasnije prijavio da je povlačenje otkazano ili odbijeno bez pravnih razloga. Međutim, primećeno je da je problem sada rešen od strane kazina, a žalba je u sistemu označena kao „rešena“.
Poslao sam danas ranije popodne zahtev za povlačenje, koji sam dobio imejl sa njihovog kraja - nakon čekanja 2 sata - koji je otkazan i da treba da ih kontaktiram.
Kontaktirao sam ih i nije bilo jasno objašnjenje zašto je moje povlačenje otkazano. Veoma generički odgovor od cs.
Ovo je drugi put zaredom da mi otkazuju povlačenje. Prvi put je moj VIP menadžer morao da uskoči i popravi to umesto mene.
Razlog prvog odbijanja povlačenja je taj što sam trebao osvojiti mnogo više od onoga što sam deponovao (deponovao sam 1,5K NOK i tražio 3K NOK)
Razlog za današnje odbijanje je nešto što nikada ranije nisam video ni u jednom legitimnom kazinu.
I sent earlier afternoon today a withdrawal request, which i got an email from their end - after pending for 2h - that is cancelled and that i should contact them.
I contacted them and it was no clear explanation as to why my withdrawal was cancelled. A very generic reply from the cs.
This is the 2nd time in a row, that they are cancelling a withdrawal of mine. The first time my VIP manager had to stepped in and fix it for me.
The reason of the first time withdrawal rejection, is that i should have won much more than what i had deposited (i had deposited 1.5K NOKand asked for a 3K NOK)
The reason for today's rejection is something that i have never seen in any legit casino ever before.
Dear Fierra22,
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.
Moje povlačenje je otkazano/odbijeno, bez pravnih razloga.
Pažljivo pročitajte šta sam gore napisao i ispravite rezime slučaja.
Povlačenje se ne odlaže 2 nedelje!.
My withdrawal was cancelled/rejected, for no leagal reasons.
Please read carefully what i have written above and correct the case summary.
The withdrawal isn't delayed for 2 weeks!.
Problem je sada rešen iz kazina.
Možete zatvoriti ovu žalbu
Issue has now been resolved from the Casino.
You can close this complaint
Draga Fierra22,
Zaista mi je drago da čujem da je vaš problem rešen. Označiću vašu žalbu kao „rešenu" u našem sistemu. Hvala vam što ste potvrdili ishod. Ako se ikada suočite sa bilo kakvim izazovima sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu za vas.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima u vezi sa onlajn kazinom.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Casino.Guru
Dear Fierra22,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
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