Igrač iz Grčke je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njihovi dobici još nisu primljeni. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
The player from Greece has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Igrač iz Grčke je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njihovi dobici još nisu primljeni. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
Dok sam imao 100% bonus ponudu do 300 evra, uplatio sam depozit i bonus je primenjen kako se očekivalo. Međutim, kada sam nastavio da igram, dobio sam mogućnost da biram sa kojim novcem da igram. U početku sam igrao sa novcem koji se može povući, izgubio ga, a zatim igrao sa bonusom. Bonus je imao ograničenje od 1750 evra za otključavanje. Pošto sam prekoračio to ograničenje, pokušao sam da podignem svoj novac, ali sam otkrio da nije prenet na moj saldo koji se može povući. Tražili su verifikaciju mobilnog telefona, ali uprkos tome što sam ispravno uneo moj broj, kako sam ga prijavio, nisu mi poslali verifikacioni kod. Služba za korisnike ne reaguje. Menadžer ne odgovara. Moj novac je nestao. U mojoj istoriji depozita, promenili su depozite sa '50 evra + 50 bonus' u '10 + 10 bonus' i kada zatražim svoju istoriju transakcija, pošalju mi link koji ne postoji. Šta možemo da uradimo?
While I had a 100% bonus offer up to 300 euros, I made the deposit and the bonus was applied as expected. However, when I proceeded to play, I was given the option to choose which money to play with. Initially, I played with the withdrawable money, lost it, and then played with the bonus. The bonus had a limit of 1750 euros to unlock. Having exceeded that limit, I attempted to withdraw my money, only to find that it had not been transferred to my withdrawable balance. They were asking for mobile phone verification, but despite entering my number correctly, as I had declared it, they did not send me a verification code. Customer service is not responding. The manager is not responding. My money has disappeared. In my deposit history, they have changed the deposits from '50 euros + 50 bonus' to '10 + 10 bonus' and when I request my transaction history, they send me a link which doesn't exist. What can we do?
ενω ειχα μια προσφορα 100%μπονους εως 300ευρω εκανα την καταθεση και το μπονους μπηκε κανονικα αφου λοιπον μπηκα να παιξω μου εδινε την επιλογη με ποια χρημματα θα παιξω...επαιξα στην αρχη με τα αναληψιμα τα εχασα και μετα επαιξα με τα μπονους....το μπονους μου ειχε οριο 1750ευρω για να ξεκλειδωσει αφου το ξεπερασα λοιπον και βγηκα για να κανω αναληψη τα χρημματα δεν μου τα ειχαν περασει στα αναληψιμα και μου ζητουσαν επιβαιβεωση του κινητου ενω εβαζα το νουμερο κανονικα οπως το ειχα δηλωσει δεν μου στελνουν κωδικο....στην εξυπηρετηση δεν απαντανε....ο διαχειριστης δεν απανταει......τα χρημματα μου τα εσβησαν......στο ιστορικο καταθεσεων εχουν αλλαξει της καταθεσεις απο 50ευρω +50μπονους τα εκαναν 10 +10μπονους και σε αιτημα του ιστορικου μου στελνουν εναν συνδεσμο ο οποιος δεν υπαρχει...τι κανουμε?
Dear sakislew,
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
Hvala na odgovoru, sakislev. Izvinjavam se zbog nesporazuma. Prva poruka je automatski generisana na osnovu odgovora koje ste dali prilikom podnošenja ove žalbe.
Da li su vaši dobici zabeleženi u istoriji igre? Da li ste dobili neko jasno objašnjenje od kazina u vezi sa ovim pitanjem? Možete li da prosledite svu relevantnu komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, sakislew. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Have your winnings been recorded in the game history? Have you received any clear explanation from the casino regarding this issue? 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.
Dear sakislew,
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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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.