Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
28/11/2023
|
Slučaj je zatvoren : 29/12/2023
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 10 meseci
Prevod
The player from Florida had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings had not been received yet. She claimed the casino cancelled her withdrawal, citing mixed funds with bonuses, which she disputed. She had initially won up to $3000, which dwindled down to $420 due to continued play. However, the casino allegedly only returned her initial deposit of $34. Despite our efforts to assist, the player failed to provide the necessary communication with the casino for us to investigate further. Therefore, we had no choice but to reject the complaint due to lack of response from the player.
Igrač sa Floride je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njen dobitak još nije primljen. Tvrdila je da je kazino otkazao njeno povlačenje, navodeći pomešana sredstva sa bonusima, što je ona osporila. U početku je osvojila do 3000 dolara, što je palo na 420 dolara zbog nastavka igre. Međutim, kazino je navodno vratio samo njen početni depozit od 34 dolara. Uprkos našim naporima da pomognemo, igrač nije uspeo da obezbedi neophodnu komunikaciju sa kazinom da bismo dalje istražili. Dakle, nismo imali izbora nego da odbijemo žalbu zbog nedostatka odgovora igrača.
osvojio sam 1800 u petak pokušao sam da se povučem. u subotu još uvek nisam dobio svoj novac što je čudno jer je trebalo samo 4-7 sati kada su poslednji put uplatili novac iako to nije bio pun iznos. pa sam mislio da je previše. pa sam uzeo novac od toga i napravio manji iznos od 420,00 dolara. kasnije tog dana došao sam na mrežu da proverim status i odobreno je. sada sam mislio da je to zato što sam otkazao povlačenje i napravio novo sa svojim coinbase računom. Bio sam srećan što ću deponovati uskoro. ali sam proverio svoj coinbase račun. nema novca. proveri novčanik ali ništa. pa je pitao podršku za ćaskanje šta se dogodilo. rekao da su mi uzeta sredstva. rekao sam ako sam napravio grešku zašto su to odobrili. rekao je menadžer da je odluka i nije na njemu. rekao sam mu da želim da razgovaram sa supervizorom. rekao mi je da to ništa neće promeniti. rekao mi je da mi može dati depozit koji sam dao u petak, ali sam izgubio svoj dobitak i završio razgovor.
i won 1800 on friday tried to withdraw. saturday i still didnt get my money which is weird because it only took 4-7 hours last time they deposit money in though it wasnt the fully amount. so i thought its too much. so i took money from it and make it a smaller amount $420.00. later that day i got online to check the status and it was approved. now i thought it was it because i cancel the wirthdraw and made a new one with my coinbase accout. i was happy that will deposit will deposit soon. but i checked my coinbase acount. no money. check the wallet but nothing. so asked the chat suppurt what happened. said i had my funds taken. i said if i made a mistake why did they apporved it. he said the manager that desion and its not up to him. i told him i wanted to speak to supervisor. he told me that wouldnt change nothing. told me he can give me the deposit i made on friday but i loss my winning and ended the chat.
Hvala vam što se poslali svoj prigovor. Žao nam je što čujemo da imate problema sa isplatom i razumemo vašu brigu. Ipak, imajte na umu da je prilično normalno da se na isplate čeka nekoliko dana, pa čak i nedelja. Ovo znači da treba da prođe nekoliko dana da se novac pojavi na vašem računu. Ovo se može desiti zbog nezavršene KYC procedure ili zbog velikog broj zatraženih isplata. Zato mi savetujemo igračima da budu strpljivi, sarađuju sa kazinom i čekaju bar 14 dana pre nego što podnesu prigovor.
Ako vam je nalog kompletno verifikovan, istorija igara ispravna, vaša isplata odobrena od strane kazina, i još niste dobili svoje dobitke nakon 14 dana, mi možemo da intervenišemo i da probamo da vam pomognemo. Hvala unapred za vaše strpljenje i razumevanje.
Pozdrav, Centar za rešavanje prigovora
Dear spareme,
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.
Žao mi je, ali postoji greška. Poništili su moj depozit i onda su ga zatražili uz odobrenje menadžera i onda su dobili novac i onda kada sam ga pitao gde je moj novac, rekli su da
morali su da ga uzmu jer sam pomešao sredstva sa bonusima i nikada ne koristim bonus od 24. novembra do 27. novembra kada su mi uzeli povlačenje jer sam ga imao i izvlačenje novčića i oni su ga otkazali, a zatim ponovo poslali i dobio povlačenje i kada sam saznao sutradan 28. novembra rekao sam gde mi je podizanje depozita da su rekli o odbijen je zbog činjenice da se koristi sa mešovitim fondovima i pokazao sam mu da nije, a oni još uvek nisu slušaj me pa sad mi treba pomoć pokazaću ti.
Koristio sam svoj novac za uplatu na ovaj kazino račun preko bitkoin novčanika sa isplatom gotovine koji je bio petak, 24. novembar, a od petka do ponedeljka, 27. novembra, koji je bio moj rođendan, rekli su da koristim bonuse i mešana sredstva da zabrljam svoj depozit i to je zašto su morali da ga uzmu iako to nije slučaj. Uložio sam svojih 34 dolara, onda sam nastavio da igram i osvojio sam do 3000 dolara. Onda sam spustio dva jer sam nastavio da igram, a onda kada sam došao na dva, otišao sam i uplatio 1800 i ostalo mi je 200 dolara da igram, a onda sam nakon toga izvukao još novca iz sopstvenog povlačenja, i ja sam otišao i ostavio samo 450, a onda sam ga na kraju uzeo i uzeo samo 420 dolara. To mi je ostalo do ponedeljka ili nedelje uveče i do ponedeljka u 5 sati uveče su skinuli novac i polažu negde drugde.
I’m sorry but there is a mistake. They canceled my deposit and then requested it with the managers approval on it and then got the money and then when I asked him where is my money at they said that
they had to take it because I did mix funds with bonuses and I never use the bonus from November 24 to November 27 when they had taken my withdrawal because I had it and coin draw and they canceled it and then resubmitted it and Got the withdrawal and when I found out the next day on November 28 I said where is my deposit withdrawal that they said oh it was rejected because of the fact that it was on use with mixed funds and I showed him that it was not, and they still did not listen to me so now I need help I will show you.
I used my money to deposit into this casino account through bitcoin wallet with cash out that was Friday, November 24 and from Friday to Monday, November 27 which was my birthday they said that I use bonuses and mixed funds to mess up my deposit and that’s why they had to take it even though that’s not the case I deposit my $34 then I went ahead and played and I won up to $3000. Then I dropped down the two because I kept playing and then when I got down to two, I went ahead and deposit 1800 and I had $200 left to play with and then after that I took out more money out of my own withdrawal, and I went and left only 450 and then I ended up taking it back and only taking out $420. That was what I was left by Monday or Sunday night and by 5 o’clock in the evening on Monday they took the money off and they deposit somewhere else.
kao što vidite ukrali su mi povlačenje. Nisu mi rekli i kontaktirao sam ih 28. novembra, rekli su da su to uradili jer sam iskoristio previše bonusa. Rekao sam da nisam dobio nikakav bonus. Tim za podršku je rekao jer sam koristio besplatan novac za turnir. Kupio sam novac nisam koristio besplatan novac. Onda je član podrške rekao jer sam mešao sredstva. Laži su sve laži pa su mi uzeli povlačenje i dali mi ono sa čime počinjem, a to je bio moj depozit 24. novembra 34 dolara bitkoina. Nikada nisam povukao svoj dobitak od 420,00 dolara.
as you can see they stole my withdrawal. Didn’t tell me and I contacted them November 28 they said they did it because I used too many bonus. I told I didn’t get any bonus. The support team said because I used free money for the tournament. I bought money I didn’t use free money. Then support member said because I mixed funds. Lies all lies so they took my withdraw and gave me what I start with which was my deposit on November 24 $34 of bitcoin. I never got my winnings $420.00 withdraw.
Hvala vam puno na odgovoru, srame. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, spareme. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear spareme,
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.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear spareme,
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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