Poštovani gpac2024,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Proverio sam uslove i odredbe kazina, i evo šta sam našao:
62.8 Ukoliko je Korisnik zatražio povlačenje u iznosu od 1.000€ ili više (ili protivvrednosti u drugoj valuti po međubankarskom kursu), Svenplai plaća proviziju na prenos i naknadne operacije isplata u datom kalendarskom mesecu. U suprotnom, proviziju banci plaća Korisnik. Maksimalni iznos koji se može povući u periodu od 24 sata je 1.000 € (ili ekvivalentan iznos u drugoj valuti po međubankarskom kursu) u zavisnosti od specifičnih ograničenja dobavljača plaćanja. Za dobitke preko 10.000€, isplate će se vršiti u jednakim mesečnim ratama.
Štaviše, isti limit se može naći u odeljku Povlačenja na veb lokaciji kazina:
Imajte na umu da je sasvim uobičajeno da povlačenju treba nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaš nalog uspešno verifikovan, vaša istorija igara proverena, vaše povlačenje je odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od zahteva za povlačenje, obavestite nas i mi ćemo intervenisati i pokušati da pomognemo ti.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Veronika
Dear gpac2024,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the casino's Terms and Conditions, and this is what I found:
62.8 If the User has requested a withdrawal in the amount of 1,000€ or more (or the equivalent in another currency at the interbank rate), Svenplay pays a commission on the transfer and subsequent operations of withdrawals in the given calendar month. Otherwise, the commission is paid to the bank by the User. Maximum withdrawalable amount over a 24-hour period is 1,000€ (or the equivalent in another currency at the interbank rate) subject to its payment provider's specific limits. For winnings over 10,000€, the payments will be done in equal monthly instalments.
Moreover, the same limit may be found in the Withdrawals section of the casino website:
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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