Igrač iz Kvebeka je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije bio primljen. Problem je rešen pošto je kazino nastavio sa isplatom svih isplata. Žalba je u našem sistemu označena kao „rešena“.
The player from Quebec had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved as the casino had proceeded to pay out all the withdrawals. The complaint was marked as 'resolved' in our system.
Igrač iz Kvebeka je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije bio primljen. Problem je rešen pošto je kazino nastavio sa isplatom svih isplata. Žalba je u našem sistemu označena kao „rešena“.
Imam potpuno verifikovan nalog i napravio sam kripto depozit od 195 dolara 20. septembra, a da se nisam odlučio za bilo kakve bonus ponude. Tokom igre, osvojio sam maksimalnu pobedu od 8.000 dolara u igri Dino PD
Pokrenuo sam povlačenje od 3.000 dolara, koje je prvobitno odbijeno zbog zahteva za dodatnim dokumentima, posebno selfijem sa mojom vozačkom dozvolom. Brzo sam dostavio ovu dokumentaciju prema zahtevu.
Četrdeset osam sati kasnije, primio sam još jedan zahtev za dalju verifikaciju, ovog puta koji je zahtevao selfi koji drži moju vozačku dozvolu uz rukom pisanu belešku sa imenom kazina i datumom. Takođe sam to odmah dostavio.
Uprkos politici kazina koja navodi da se sva povlačenja obrađuju u roku od 72 sata, moje povlačenje je i dalje na čekanju nakon tog vremenskog okvira.
Kontaktirao sam korisničku podršku nekoliko puta i više puta mi je rečeno da je moj nalog verifikovan i da je do kašnjenja došlo zbog preopterećenog finansijskog odeljenja. Međutim, nakon pregleda brojnih izveštaja o sličnim iskustvima drugih igrača, čini se da je ova taktika odlaganja uobičajena tema, što izaziva zabrinutost oko isplate dobitaka.
I have a fully verified account and made a $195 crypto deposit on September 20th without opting for any bonus offers. During gameplay, I won a max win totaling $8,000 on the game Dino P.D.
I initiated a $3,000 withdrawal, which was initially rejected due to a request for additional documents, specifically a selfie holding my driver’s license. I quickly provided this documentation as requested.
Forty-eight hours later, I received another request for further verification, this time requiring a selfie holding my driver’s license alongside a handwritten note with the casino's name and the date. I also provided this promptly.
Despite the casino’s policy stating that all withdrawals are processed within 72 hours, my withdrawal is still pending beyond that timeframe.
I have contacted customer support several times and have been repeatedly told that my account is verified and that the delay is due to an overloaded financial department. However, after reviewing numerous accounts of similar experiences from other players, it appears that this delay tactic is a common theme, raising concerns about payout of winnings.
Dear Whoisredbull13,
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.
Dragi Vhoisredbull13,
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 vezanim za onlajn kazino.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Casino.Guru
Dear Whoisredbull13,
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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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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