Igrač iz Finske je nezadovoljan što je njegov dobitak podeljen na nekoliko rata. Prvi je već odložen.
The player from Finland is unhappy with his winnings being split into several installments. The first one has been delayed already. After contacting casino and their affiliates we still weren't able to get a response. The complaint has been reopened per casino's request, the issue has been resolved successfully.
Igrač iz Finske je nezadovoljan što je njegov dobitak podeljen na nekoliko rata. Prvi je već odložen.
Predmetni kazino odlaže isplatu dobitaka a razlog nije naveden.
Zahtev za povlačenje je podnet 22. januara 2023. i potvrda računa je dugo trajala, račun je potvrđen 1. februara 2023. i 3. februara 2023. od njih je stigla sledeća poruka:
„Nedavno ste od nas zatražili povlačenje.
Želim da vas obavestim da je vaše povlačenje prihvaćeno i da je u skladu sa našim Uslovima povlačenje podeljeno na rate.
Prva rata od €1000 je na putu na vaš bankovni račun i trebalo bi da stigne u roku od 2 radna dana na vaš bankovni račun u zavisnosti od brzine vaše banke. Druga rata biće obavljena oko 17. februara".
Uplata uplaćena uz Trustli i zahtev za povlačenje bankovnim transferom, ali još ništa nije uplaćeno, taj prvi deo je trebalo da stigne 6. ili 7.2.
Srdačan pozdrav
Timo P********
The casino in question is delaying the payment of winnings and the reason has not been given.
The withdrawal request was made on 22 January 2023 and the account confirmation took a long time, the account was confirmed on 1 February 2023 and on 3 February 2023 the following message came from them:
"You have recently requested a withdrawal from us.
I would like to inform you that your withdrawal has been accepted, and in accordance with our Terms and Conditions the withdrawal has been split up in installments.
The first installment of €1000 is on its way to your bank account and should arrive within 2 business days to your bank account depending on the speed of your bank. The second installment shall be done around the 17th of February."
Deposit made with Trustly and withdrawal request via bank transfer, but nothing has been paid yet, that first part should have arrived on 6 or 7.2.
Best regards
Timo P********
Kyseinen casino viivyttää voittojen maksua eikä syytä sille ole kerrottu.
Nostopyyntö tehty 22.1.2023 ja tili vahvistus kesti kauan, tili vahvistettu 1.2.2023 ja 3.2.2023 tuli seuraava viesti heiltä:
"You have recently requested a withdrawal from us.
I would like to inform you that your withdrawal has been accepted, and in accordance with our Terms and Conditions the withdrawal has been split up in installments.
The first installment of €1000 is on its way to your bank account and should arrive within 2 business days to your bank account depending on the speed of your bank. The second installment shall be done around the 17th of February."
Talletus tehty Trustly ja nosto pyyntö bank transfer tavalla, mutta mitään eivät ole vielä maksaneet, tuo ensimmäinen osa olisi pitänyt tulla 6 tai 7.2.
Terveisin
Timo P*******
Dragi peltsi41,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo.
Da li ste dobili neko objašnjenje zašto je vaš dobitak podeljen na rate? Za koji način plaćanja ste se odlučili? Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa? Možete li proslediti bilo kakvu relevantnu komunikaciju između vas i kazina? Moja adresa e-pošte je KSKSKSKSKS0@email.kkkkk .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Radujemo se Vašem odgovoru.
Srdačan pozdrav,
Petronela
Dear peltsi41,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hvala vam puno, peltsi41, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Petru ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, peltsi41, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Pozdrav,
Hvala vam peltsi41 što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim Tournaverse Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo zašto ovo povlačenje traje toliko dugo i da li možemo bilo šta da učinimo da to bude brže.
Hvala vam!
Hello there,
Thank you peltsi41 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Tournaverse Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate IBAS – servis za alternativno rešavanje sporova (https://vvv.ibas-uk.com/consumers/claim-vizard/) i da im podnesete žalbu. Sarađuje sa Upravi za igre na sreću i ima bolje opcije i alate za pomoć igračima. Sledeći korak bi bio kontaktiranje same Malteške uprave za igre na sreću (https://vvv.mga.org.mt/support/online-gaming-support/). Obavestite me da li vam treba pomoć oko popunjavanja obrasca ili kako je ADR reagovao ako to možete da uradite sami ( peter.c@casino.guru ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Peter
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (https://www.ibas-uk.com/consumers/claim-wizard/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
Ponovo smo otvorili ovu žalbu na zahtev kazina Tournaverse Casino. Želeli bismo da dozvolimo ovom slučaju još jednu šansu da se reši i pomognemo obema uključenim stranama da donesu zadovoljavajući zaključak.
We’ve reopened this complaint at the request of Tournaverse Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dragi peltsi41,
Hvala vam što ste potvrdili da ste primili svoje dobitke. Razumemo da je potrajalo duže nego što smo očekivali i iskreno se izvinjavamo za sve neprijatnosti ili frustracije koje ste možda iskusili tokom ovog procesa.
Srdačan pozdrav
Tim za korisničko iskustvo
Dear peltsi41,
Thank you for confirming that you have received your winnings. We understand that it took longer than expected, and we sincerely apologize for any inconvenience or frustration you may have experienced during this process.
Best regards
Customer Experience Team
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti. Tu smo da pomognemo.
Srdačan pozdrav,
Petar
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.