Igrač iz Irske je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Iako se čini da je ovaj problem rešen, žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
The player from Ireland has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
Igrač iz Irske je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Iako se čini da je ovaj problem rešen, žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
kazino neće dati nikakvu informaciju samo da je tamo čekajući jasla očistila verifikaciju, ali su samo tražili dodatnu verifikaciju za ovo povlačenje koje sam ranije povukao. Oni imaju čekanje, a onda mi čekamo van grupnog procesa povlačenja
the casino won’t give any information just that there waiting manger clear the verification but they only asked more verification this withdrawal I’ve withdraw before. It’s they have wait manger and then it’s we have wait outside group process withdrawal
Dear ryand,
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 ti na odgovoru, Rajande. Da li ste ranije izvršili uspešna povlačenja? Da li sam dobro razumeo da još uvek niste dobili potvrdu o uspešnoj verifikaciji?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Thank you for your reply, ryand. Have you made any successful withdrawals before? Do I understand correctly that you have not received confirmation regarding successful verification yet?
Have you accumulated your winnings with or without an active bonus?
Osvojio sam ga bez bonusa. Morao sam da uložim 3 puta moj depozit, rekli su mi prvo i ja sam to uradio, onda je bila potrebna verifikacija, a onda je čekao menadžer i finansijski tim i još ništa. Podigao sam pre ovoga i svi su mi verifikovani nalog, samo su ovog puta ponovo tražili dodatnu verifikaciju i od tada je nisu verifikovali
I won it without a bonus I had to go wager 3 time my deposit they said first and I done that ,then it was need verification and then it was having wait manger and finance team and still nothing. I’ve made withdrawals before this and I had al my account verified they just asked more verification again this time and haven’t verified it since
Možete li da prosledite svu najnoviju komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Could you please forward all the most recent communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Puno vam hvala, Rajande, na saradnji. Sada ću preneti vašu žalbu kolegi Mihalu ( " rel="noopener noreferrer" target="_blank"> michal.k@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, ryand, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
zdravo Rajande,
Ja sam Michal i preuzeo sam vašu žalbu. Pregledao sam vaš slučaj i kontaktiraću kazino da rasvetlimo ovo.
Pozivamo The Clubhouse Casino da se pridruži razgovoru.
Poštovani The Clubhouse Casino,
Možete li dati neke informacije u vezi sa odlaganjem igrača?
Hello ryand,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite The Clubhouse Casino to join the conversation.
Dear The Clubhouse Casino,
Can you please provide some information regarding the player's withdrawal delay?
Zdravo Mihal, ovo je poslednji odgovor koji sam dobio, u toku je od 4. jula, nije moje prvo povlačenje i moj nalog je verifikovan pre ovog povlačenja za prethodna povlačenja. Ali iz nekog razloga ovog puta mi je zatraženo više verifikacije i dato mi je, a još uvek nije verifikovano za mene još uvek ništa osim što čekaju menadžeri i čekajući finansijski tim. Stvarno sam zabrinut da samo troše moje vreme i pokušavaju da zadrže moj novac
Hi Michal this is the last response I’ve gotten it’s been ongoing since 4july it’s not my first withdrawal and my account has been verified before this withdrawal for previous withdrawals. But some reason this time I have been asked more verification and given it and still not been verified for me still nothing but waiting mangers and waiting finance team I am getting really concerned they are just wasting my time and trying to keep my money
Dragi Rajande,
Razumem da KIC proces ponekad može da bude frustrirajući, ali kazina takođe moraju da poštuju pravila i propise, tako da, iako mogu da saosećam sa vama da ceo proces može biti lakši za korisnika ili brži, to je standardna procedura koju kazina imaju pravo na. Imali smo slučajeve u kojima je verifikacija iz raznih razloga trajala nedeljama, ali držim fige da to neće biti vaš slučaj.
Od kazina do sada nisam dobio nikakvu informaciju da postoji bilo kakav problem, pa bih vas ljubazno zamolio da budete strpljivi i sačekate da se provera završi.
Dear ryand,
I understand that the KYC process can sometimes be frustrating, but the casinos also need to follow rules and regulations, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. We had cases where the verification took weeks to complete for various reasons, but I have my fingers crossed that this won't be your case.
I have not received any information from the casino that there is any issue so far, so I would kindly ask you to be patient and wait for the check to be completed.
Zdravo,
U ovom posebnom slučaju, naš tim za borbu protiv prevara još uvek istražuje igru koja je dovela do ove pobede. U ovom trenutku su u kontaktu sa dobavljačem igre i čekaju konačan odgovor od njih. Cenimo da je potrajalo duže nego što smo očekivali i razumemo frustraciju igrača zbog toga. Međutim, mi smo pomalo na milosti dotičnog provajdera igara i samo treba da sačekamo njihov odgovor. Relevantni tim juri svaki dan da pokuša da dobije odgovor.
Nadamo se da ćemo uskoro moći da ažuriramo plejer.
Srdačan pozdrav,
Clubhouse Casino tim
Hello,
In this particularly case our anti-fraud team is still investigating the gameplay that led to this win. At this point they are in contact with the game provider and are awaiting a definitive answer from them. We appreciate it's taken longer than expected and can understand the player's frustration with that. However, we are slightly at the mercy of the game provider in question and just need to wait for their reply. The relevant team is chasing each day to try and get an answer.
Hopefully we can update the player soon.
Kind Regards,
The Clubhouse Casino Team
Da li postoji poseban razlog zbog kojeg tim za borbu protiv prevara istražuje ili samo rutinski? Da li postoji nešto što mogu da pružim, na primer, dokaz o prihodima da pomognem procesu. Osvojio sam novac na igranju ruleta uživo. Hvala vam na odgovoru.
Is there a particular reason the anti fraud team is investigating or just routine ?Is there anything I can provide e.g proof of income to help the process along. I won the money on live roulette gameplay. Thank you for your reply.
Tačno, stvarno ne znam šta pitam ili kažem o igrici. Igrao sam na slotovima i onda sam ubacio rulet uživo 3350 pre nego što sam osvojio 4000
Right I don’t really know what ask or say about the gameplay I played slots and then live roulette I put in myself 3350 before I won the 4000
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear ryand,
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.
Dragi Rajande,
Iako se čini da je ovaj problem uspešno rešen, nismo dobili dalji odgovor da to potvrdimo. Mi smo, nažalost, prinuđeni da ovu žalbu zatvorimo kao odbijenu.
Ne ustručavajte se da nas kontaktirate ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti i mi ćemo dati sve od sebe da vam pomognemo.
Srdačan pozdrav,
Michal
Dear ryand,
Although it seems as though this issue has been successfully resolved, we haven't had a further response from you to confirm this. We are, unfortunately, forced to close this complaint as rejected.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will do our best to help.
Best regards,
Michal
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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.