The player from Austria had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player confirmed receipt of the payout after 20 days, expressing dissatisfaction with the delay. We marked the complaint as resolved after the player received the winnings.
Igrač iz Austrije je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Igrač je potvrdio prijem isplate nakon 20 dana, izražavajući nezadovoljstvo kašnjenjem. Označili smo žalbu kao rešenu nakon što je igrač primio dobitak.
Ne isplaćuju moj dobitak, rekli su u imejlu maksimalno 3 radna dana i ta 3 dana su već prošla
They dont cashout my winnings they said in the email max 3 business days and those 3 days already passed
Dear Daniel777,
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.
Još uvek nemam ažuriranja putem e-pošte
I still go no email ore upddates
Dear Daniel777,
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.
Zdravo i dalje nema ažuriranja, nema mejlova, nema potrebnog kic ništa
Hello still no updates no emails no required kyc nothing
Dragi Daniel777,
Da li bi bilo moguće proslediti komunikaciju između vas i kazina u vezi sa ovim slučajem nikolas.b@casino.guru ?
Radujemo se Vašem odgovoru.
pozdrav,
Nick
Dear Daniel777,
Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
Looking forward to hearing from you.
Regards,
Nick
Mogu da potvrdim prijem isplate
Ali trebalo je 20 dana i to nije prihvatljivo
I can confirm receipt of the payout
But it took 20 days and thats not acceptable
Dragi Daniel777,
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 Daniel777,
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
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
