The player from Australia had waited for a withdrawal for less than two weeks. Unfortunately, they had not received their payout yet. The issue remained unresolved due to the player's lack of response to the Complaints Team's inquiries regarding the status of the withdrawal and necessary documentation. Consequently, the complaint was rejected as further investigation could not be conducted. The complaint was later reopened and marked as resolved after the player confirmed receipt of the payout from the casino.
Igrač iz Australije je čekao na povlačenje manje od dve nedelje. Nažalost, još nisu dobili isplatu. Pitanje je ostalo nerešeno jer igrač nije odgovorio na upite Žalbenog tima u vezi sa statusom povlačenja i potrebnom dokumentacijom. Shodno tome, žalba je odbijena jer se dalja istraga nije mogla sprovesti. Žalba je kasnije ponovo otvorena i označena kao rešena nakon što je igrač potvrdio prijem isplate iz kazina.
Podneo sam povlačenje od 7.500 i nije odobreno i po treći put je od mene zatraženo da dostavim kopiju mog poslednjeg depozita.
Ranije sam podelio svoj bankovni izvod za karticu koja je korišćena za deponovanje kada sam prethodno pokušavao da podignem. Odbili su povlačenje navodeći tehničke probleme, a zatim su uklonili debitnu karticu za opcije povlačenja. Sada sam u iskušenju da se povučem koristeći EFT i nisam dobio odgovor.
možete li molim vas pomoći?
I have submitted a withdrawal of 7,500 and it is not approved and for the third time I have been asked to provide copy of my latest deposit.
I had previously shared my bank statement for the card used to deposit when attempting to withdraw previously. They rejected the withdrawal citing technical issues and then removed the debit card for the withdrawal options. I am now tempting to withdraw using EFT and have not heard back.
can you please help?
Dear Molowana,
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.
Ovo je treći put da pokušavam da se povučem
poništili su prethodno povlačenje i vratili na moj račun
This is the third time I have attempted the withdrawal
they cancelled the previous withdrawal and credited back to my account
I dalje traže potvrdu mog depozita koja pokazuje tačno vreme kada se to dogodilo. Razgovarao sam sa svojom bankom i oni ne daju ove informacije. Podelio sam svoj bankovni izvod koji prikazuje transakciju, kao i snimke ekrana mog naloga koji to prikazuju
tražiti tačno vreme kada to nije dostupno u mojoj banci je jednostavno nerazumno
They continue to ask for confirmation of my deposit showing the exact time this took place. I have spoken to my bank and they don’t provide this information. I have shared my bank statement showing the transaction as well as screenshots of my account showing it
asking for the exact time when it’s not available from my bank is just unreasonable
Dear Molowana,
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 Molowana,
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.
Žalba je ponovo otvorena i biće zatvorena kao rešena nakon što nas igrač kontaktira da je primio isplatu od kazina.
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 radi pomoći u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
The complaint was reopened and will be closed as resolved after the player has contacted us that he received his payout from the casino.
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,
Nick Bacon
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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