The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had acknowledged the issue and advised the player to wait for the standard processing time, which had not been met. However, due to a lack of response from the player after the initial inquiry and subsequent follow-ups, the complaint was unable to be investigated further and was rejected.
Igrač iz Ujedinjenog Kraljevstva je zatražio povlačenje manje od dve nedelje pre podnošenja žalbe. Njihov novac još nije bio primljen. Tim za žalbe je priznao problem i savetovao je igrača da sačeka standardno vreme obrade, koje nije ispoštovano. Međutim, zbog nedostatka odgovora od igrača nakon prvobitne istrage i naknadnih naknadnih radnji, žalba nije mogla biti dalje istražena i odbijena je.
Navode 1-5 radnih dana za isplate. Pokušao sam da povučem dva puta, čekaju do četvrtka svake nedelje i vraćaju ga nazad na kazino račun. Onda čekam na duge staze zbog vikenda i neuračunavanja u radni dan. Sada je prošlo više od 10 radnih dana i ukupno 14 dana. Ovo je sada treći pokušaj u trećoj nedelji da ga podignem u moju banku. I opet je sada petak bez potvrde da je obrađen i ponovo se približava vikendu. Osećam da mi oduzimaju svaki put 1-5 radnih dana. Oni su verifikovali moj nalog, što je bio dugotrajan proces i osećam da su pokušali da mi otežaju. Još uvek se prikazuje kao na čekanju u aplikaciji za kazino. Pokušavaju da okrive banku, ali ništa nije u redu sa mojom bankom jer sam već stupio u kontakt sa njima. Sve što možete da učinite da pomognete i pogledate me na ovo je veoma cenjeno. Takođe imajte na umu da je korisničko ime za kazino broj telefona, a imejl je drugačiji koji koristim za sajtove za klađenje. To neće biti onaj harrietlee59. Hvala.
They state 1-5 working days for withdrawals to go through. I've now tried withdrawing twice, they wait till a Thursday of every week and reverse it back to the casino account. I then wait the longhaul due to the weekend and not being included in a working day. It's now been over 10 working days and 14 days in total. This is now the third attempt into the third week of getting it withdrawn to my bank. And once again it's now Friday without confirmation of it being processed and creeping closer to the weekend again. I feel they are fobbing me off using the 1-5 working days each time. My account has been verified by them which was a longwinded process and feel they tried to make difficult for me. Still shows as pending on the casino app. They are trying to blame the bank but nothing wrong with my bank as I've already made contact with them. Anything you can do to help and look I to this is greatly appreciated. Please also note the username for the casino is a phone number and the email is a different one I use for betting sites. It won't be the harrietlee59 one. Thanks.
Dear Harrit657,
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.
Dear Harrit657,
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.
Dear Harrit657,
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.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
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.
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.
