NaslovnaPritužbeSkycrown Casino - Igrač se bori da primi svoj dobitak.
Skycrown Casino - Igrač se bori da primi svoj dobitak.
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Skycrown Casino
Index sigurnosti:Visok
Sigurnosni indeks
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:
29/05/2022
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Rešeno : 02/06/2022
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The player from Belarus was experiencing difficulties withdrawing his winnings due to the limited availability of payment methods. The player together with the casino found a solution and the player already confirmed the first payments have been successfully processed. We consider the complaint resolved.
Igrač iz Bjelorusije je imao poteškoća s podizanjem svog dobitka zbog ograničene dostupnosti načina plaćanja. Igrač je zajedno sa kazinom pronašao rješenje i igrač je već potvrdio da su prve uplate uspješno obrađene. Smatramo da je reklamacija riješena.
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Alexander
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Alexander
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Zdravo, imam problem sa povlačenjem dobitaka iz kazina SkyCrown.
Koristio sam svoju Visa kreditnu karticu kao opciju plaćanja i htio sam koristiti istu karticu za isplatu.
Već sam završio verifikaciju lične karte i načina plaćanja
Ovaj način plaćanja bi trebao biti dostupan za isplatu - prema stranici s pregledom kazina i stranici sa odredbama i odredbama kazina
https://www.skycrown.com/terms-and-conditions
12. POLITIKA POVLAČENJA
Web stranica podržava isplate putem originalnog kreditnog transfera (OCT) od Visa i putem prijenosa plaćanja sa Mastercard kartice. Dodatni zahtjevi su da odgovarajuća kreditna kartica nije korporativna kreditna kartica i da je kartica izdana u podržanoj zemlji.
Povezao sam se sa chat agentom i rečeno mi je da podizanje kreditne kartice nije dostupno bez ikakvih ETA informacija da to popravim.
Predloženo mi je da koristim MiFinity / Neteller / Skrill, koji nisu dostupni u mojoj zemlji, ili Webmoney / Piastrix, koje ne vidim na stranici novčanika kazina.
Pitao sam da li mogu koristiti kripto za primanje uplate - i odgovor je opet bio ne (opet je kripto dostupan u novčaniku)
Ne znam kako da to riješim i nisam dobio nikakav jasan odgovor - moj novac je zapeo.
Molim vas pomozite mi da riješim ovaj problem.
Hello, i have an issue with withdrawal winnings from casino SkyCrown.
I've used my Visa credit card as a payment option, and wanted to use same card for withdrawal.
I have already completed my ID and payment method verification
This payment method should be available for withdrawal - according to both casino review page and casino's T&C page
https://www.skycrown.com/terms-and-conditions
12. WITHDRAWAL POLICY
The Website supports payouts via Original Credit Transfer (OCT) from Visa and via Payment Transfer from Mastercard. Additional requirements are that the respective credit card is not a corporate credit card and the card is issued in a supported country.
I have connected with chat agent and have been told that credit card withdrawals are not available without any ETA information to fix it.
I was suggested to use MiFinity / Neteller / Skrill, that are not available in my country, or Webmoney / Piastrix, that i don't see in casino's wallet page.
I've asked if i could use crypto for receiving payment - and the answer was again no (again crypto is available in wallet)
I don't know how to solve it and i haven't received any clear answer - my money are stuck.
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da raznovrsnost i dostupnost načina plaćanja ne upravlja isključivo kazino. Nekoliko faktora kao što su Uprava za licenciranje, geolokacija, ugovori sa dobavljačima plaćanja i ograničenja banaka, svi imaju veliki uticaj. Ako je način plaćanja bio dostupan za depozite, to ne znači da je potrebno, da će biti ponuđen i za isplate.
Ako vam je kazino savjetovao da koristite alternativni način plaćanja za podizanje dobitaka, toplo bih preporučio da slijedite njihova uputstva. Nažalost, kasina su ponekad nemoćna i ograničena u ponudi načina plaćanja svojim klijentima.
Ako postoji bilo kakva relevantna komunikacija, proslijedite je na petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unaprijed na odgovoru.
Srdačan pozdrav,
Petronela
Dear Alexander,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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zdravo Petronela, hvala ti puno na odgovoru.
1) O opciji plaćanja kreditnom karticom - spomenuta je kao omogućena bez ikakvih geografskih ograničenja ili ograničenja provajdera plaćanja unutar stranice Uslova korištenja kazina i ovdje na stranici za pregled CasinoGuru-a
Nikada se ne spominje da kazino ima ograničenja.
Podrška kazina odgovara da imaju privremene probleme bez ikakve procjene o tome kada će biti ponovo dostupan (pogledajte snimak ekrana u prilogu)
2) Htio bih slijediti bilo koje instrukcije kazina da podignem svoj novac, nažalost nisam dobio nikakva uputstva za važeće načine plaćanja.
Dobio sam neki zadani odgovor o načinima plaćanja koji bi trebali biti dostupni u Bjelorusiji:
Za Bjelorusiju su dostupne sljedeće metode povlačenja:
- Skrill;
- Neteller;
- WebMoney;
- Piastrix;
- MiFinity.
Zapravo, Skrill / Neteller / MiFinity trenutno ne rade u Bjelorusiji.
Imam dostupne Webmoney i Piastrix račune, ali to se čak ni ne vidi u casino novčaniku (pogledajte snimak ekrana ispod)
Pitao sam podršku i niko mi nije odgovorio na to
3) Takođe imam važeći IBAN broj za svoj bankovni račun sa imenom, slično kao u kazino računu.
Pokušao sam da je koristim, ali je opet odbijen, a niko mi nije objasnio zašto, moja poruka je opet ignorisana.
Tako da mi treba neko od predstavnika kazina da mi da jasne instrukcije kako da podignem svoj novac
hi Petronela, thank you so much for your response.
1) About the credit card withdrawal option payment - it is mentioned as enabled without any geographic or payment provider restriction inside casino's Terms of Service page, and here on CasinoGuru review page
It's never mentioned that casino has any restrictions on it.
Casino's support is replying that they have temporary problems without any estimate about when it would be available back (please see screenshot attached)
2) I would like to follow any casino instructions to withdraw my money, unfortenately i'm not provided with any instructions for valid payment methods.
I have received some default reply about payment methods that should be available in Belarus:
The following withdrawal methods are available for Belarus:
- Skrill;
- Neteller;
- WebMoney;
- Piastrix;
- MiFinity.
Actually, Skrill / Neteller / MiFinity are not working in Belarus right now.
I have Webmoney and Piastrix accounts available, but it's not even visible in casino wallet (see screenshot below)
I've asked support and no-one responded me about it
3) I have also valid IBAN number for my bank account with name, similar to casino account.
I've tried to use it, but it was again rejected, and no-one has explained to me why, my message was again ignored.
So i need someone from casino representative to provide me clear instructions of how i could withdraw my money
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Alexander
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I još nekoliko napomena.
1) Jučer, 28. maja primio sam Visa Direct uplatu od 400 EUR od drugog kazina istog vlasnika i radi potpuno dobro. Mogao bih da pružim dokaz iz svog bankovnog izvoda, ako je potrebno.
2) Imam razne kriptovalute koje su mi dostupne za podizanje u novčaniku, ali kao što je podrška objasnila, iz nekog razloga ne mogu ni to koristiti. Opet, kripto plaćanja se spominju ovdje na stranici za pregled kazina i nema geografskih ograničenja za kripto novčanike.
Molimo pogledajte dokaz ispod
3) Opet, citat iz odjeljka 'Povlačenje' - nema ništa o geografskim ograničenjima za moju zemlju
Za Visa-u, sljedeće zemlje nisu podržane: SAD, Australija, Hong Kong, Indija, Indonezija, Japan, Koreja, Malezija, Singapur.
And few more notes.
1) Yesterday, on May, 28 i have received Visa Direct payment of 400 EUR from another casino of the same owner, and it works completely fine. I would be able to provide proof from my bank statement, if needed.
2) I have a variety of crypto currencies available for me to withdraw in wallet, but as support has explained, i can't use it as well for some reason. Again, crypto payments are mentioned here on casino review page, and there are no geographic limits on crypto wallets.
Please see proof below
3) Again, a quote from ToS 'Withdrawing' section - there is nothing about any geographic restrictions on my country
For Visa, the following countries are not supported: USA, Australia, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, Singapore.
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Alexander
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zdravo Petronela,
molimo pogledajte slike ekrana iznad.
Ne dobijam nikakvo rešenje kako da podignem svoja sredstva, iako sam sve obezbedio sa svoje strane.
Trebam pomoć nekoga ko je odgovoran za to sa strane kazina sa bilo kojim prihvatljivim načinom plaćanja koji radi u mojoj zemlji.
Barem bankarski transfer na IBAN račun sigurno radi.
hi Petronela,
please check screenshots above.
i'm not getting any solution on how to withdraw my funds, though i have provided everything from my side.
I need help of someone who is responsible for it from casino side with any acceptable payment method that is working in my country.
At least wire transfer to IBAN account is working for sure.
Hvala vam puno Aleksandre na svim potrebnim informacijama. Vašu žalbu ću sada prenijeti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem biti riješen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Alexander, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Žao mi je što čujem za vaše negativno iskustvo. Kontaktirat ću kazino i dati sve od sebe da riješim problem što je prije moguće. Sada bih želio da pozovem predstavnika Skycrown Casina da se pridruži ovom razgovoru i učestvuje u rješavanju ove žalbe.
Dragi Skycrown Casino timu,
Možete li navesti razlog zašto igrač nije u mogućnosti podići svoja sredstva? Koje korake igrač treba poduzeti da bi uspješno verificirao svoj račun i povukao se?
Unaprijed zahvaljujemo na pružanju informacija.
Hello, Alexander,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Skycrown Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Skycrown Casino Team,
Could you please state the reason why the player is not able to withdraw his funds? What steps should the player take in order to successfully verify his account and withdraw?
Thank you in advance for providing the information.
U međuvremenu su mi od predstavnika kazina dostavljene sljedeće informacije:
Kazino je istražio vašu situaciju i učinio sve da vam pomogne
Nažalost, kreditna kartica nije dostupna za isplate zbog vaše geolokacije
Obaviješteni ste o preporučenim alternativama
Uplate u iznosu od 610€ su već potvrđene na strani kazina
Imate još 1000€ na čekanju za isplatu, koja bi uskoro trebala biti obrađena, a sva sljedeća isplata će biti obrađena nakon tekućeg
Nakon prikupljanja svih ovih informacija vidim napredak. Vaš problem je značajno pomaknut naprijed. Kazino je konačno pronašao način kako da vam isplati vaša sredstva.
Možete li potvrditi da ste uspjeli naplatiti uplate od 610€ i da čekate još jednu uplatu od 1000€?
Mogu li smatrati da je problem riješen ili biste željeli da žalba ostane otvorena dok sva vaša sporna sredstva ne budu povučena, molim?
Dear Alexander,
In the meantime, I was provided with the following information from the casino representative:
The casino investigated your situation and made everything to help you
Unfortunately, Credit Card is not available for withdrawals due to your geolocation
You were informed about recommended alternatives
Payments in the amount of €610 have already been confirmed on the casino's side
You have another €1000 in a pending withdrawal, which should be processed soon, and all next withdrawals will be processed after the current one
After gathering all this information I see progress. Your issue was significantly moved forward. The casino finally found a way how to pay you your funds.
Can you please confirm you were able to collect the payments of €610 and that you are waiting for another payment of €1000?
Could I consider the issue resolved, or would you like me to keep the complaint open until all your disputed funds will be withdrawn, please?
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Alexander
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Hvala vam puno na pomoći u rješavanju ove situacije.
Povlačenje je završeno i problem je sada riješen
Thank you so much for your help with resolving this situation.
Withdrawal is completed and problem is resolved now
Odlične vijesti! Hvala vam, Alexander, što ste potvrdili i što ste koristili centar za rješavanje žalbi Casino Gurua. Veoma mi je drago što ste dobili svoja sredstva. U međuvremenu sam dobio informaciju da su sve isplate u ukupnom iznosu od 3610€ već potvrđene na strani kazina, a isplate na čekanju treba da vam budu knjižene narednih dana.
Pošto je glavni problem uspješno riješen, sada ćemo vašu žalbu označiti kao 'riješenu' u našem sistemu. U slučaju da proces ponovo zapne, slobodno zatražite ponovno otvaranje ove žalbe. Ipak, preporučujemo igračima da sačekaju najmanje 14 dana nakon zahtjeva za povlačenje.
Iako se iskreno nadam da se to neće dogoditi, ne ustručavajte se kontaktirati nas u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Srdačan pozdrav,
Branislav, Casino.guru
Great news! Thank you, Alexander, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. In the meantime, I received the information that all cashouts for the total amount of €3610 have already been confirmed on the casino's side, and the pending withdrawals should be credited to you in the following days.
As the main issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. In case the process would get stuck again, feel free to request a reopening of this complaint. However, we recommend to players wait at least 14 days after a withdrawal request.
Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
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