The player struggles to verify his account as the casino is non-responsive. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Igrač se bori da verifikuje svoj nalog jer kazino ne reaguje. Žalba je zatvorena kao 'nerešena' jer kazino nije odgovorio i nije sarađivao u rešavanju žalbe. Nije bilo napretka ni dve nedelje nakon što je kazino obavešten o žalbi igrača.
Počeo sam da igram sa novim bonusom za registraciju od $125. Prošao je vrlo dobro, moj prvi pokušaj povlačenja je njihov sistem prihvatio jer sam ispunio uslove za klađenje i druge uslove. Agent mi je rekao da nisam, išli smo tamo-amo neko vreme pre nego što sam ga konačno saterao u ćošak i on je priznao da je pogrešio NAKON što sam otkazala zahtev po njegovom uputstvu. Ponovo sam podneo. Poslao sam svoj KIC 4-5 puta sa njima pokušavajući sve moguće da ga odbiju. u jednom trenutku tvrdeći da je moj račun za komunalne usluge manipulisan. (Trebao bih da dodam da je ovo povlačenje prvobitno počelo verovatno od 18. do 20. marta negde u tom rasponu. 4-11 je najnoviji pokušaj za ista sredstva nakon što su se vrtela okolo i zastoja) Konačno sam nakon mnogih argumenata, moj KIC bude odobren i još uvek imam e-poštu (imam 95% imejlova između njih i ja i spreman sam da ih pružim) pa ponovo šaljem. Odmah odbijen pošto sam prokockao svoj dobitak ispod 225 dolara (100 za moje maksimalno povlačenje i 125 za pokrivanje početnog čipa) u redu dobro.... više sam frustriran i sada samo želim da ih spalim zbog činjenice. Pročitao sam e-poruku, vratio se za 101,27 dolara, 2 sata i ponovo poslao $440+ i takođe odgovorio na imejl od pre 2 sata navodeći da sam se uverio da su svi mogući zahtevi ispunjeni i da želim da se ova transakcija završi i da bude završio sa tim. I puf..... oni odlaze kao duh. Ne dobijam e-poruku sa potvrdom, ne dobijam e-poruku o odbijanju. ništa. Sada od 11. moje povlačenje je još uvek u pregledu ili procena rizika ili tako nešto. Više puta sam se raspitivao i putem ćaskanja uživo i putem e-pošte. i rečeno im je da je odobreno, odbijeno je zbog preniskog stanja. moj kic nije odobren. Ali uglavnom u poslednje 2 nedelje rečeno mi je da odeljenje za isplate to ima i da ih ne kontaktiram, sačekajte da će me kontaktirati uskoro. da budem iskren, ima još mnogo toga i e-poruke zaista pokazuju ludost u koju su otišli u onome što verujem da je direktan pokušaj da se ne isplate. Rado ću vam ih proslediti jer ovo zaista ne odgovara situaciji. To je ubedljivo najgora usluga za korisnike i očigledno zanemarivanje procedura za koje tvrde da ih prate da me oduševljava. otvoreno laganje. Mislim da bi vas čitanje i gledanje vremenske linije srušilo. nažalost od ove nedelje mislim da ću to ponovo uraditi sa sestrinskim sajtom....MGMvegascasino? kao što sam podneo, KIC je odbijen, ponovo poslat i puf.... postali su duhovi.
Odmah ću da se izvinim zbog nereda koji ćete dobiti, dobro sam sredio i preimenovao sam ih kako sam išao.....i onda je sve to otišlo dođavola. mislim da sam ih sve dobio.... ali opet sam možda propustio nekoliko. Ne uključujem snimke ekrana za ćaskanje uživo jer mislim da ih imate dovoljno. ako želite i njih, javite mi. cenimo svaku pomoć koju možete da ponudite u ovom trenutku. i budite spremni za još jednu iste prirode o MGMVegascasinu
****Ne mogu da otpremim sve relevantne e-poruke, kontaktirajte me sa adresom e-pošte i dobiću zip fajl za vas
I began playing with the $125 new sign up bonus. Did very well, my first withdrawal attempt their system accepted as i had met the wagering and other requirements. I was told by an agent i had not, we went back and forth a while before i finally cornered him and he admitted he was wrong AFTER i had cancelled the request at his instruction. I resubmitted. I sent in my KYC 4-5 times with them attempting everything possible to reject it. at one point claiming my util bill was tampered with.(I should add this withdrawal initially began probably march 18th-20 somewhere in that range. 4-11 is the most recent attempt for the same funds after their run arounds and stalls) I finally after many arguments get my KYC approved and still have the email (i have 95% of the emails between them and i and am willing to provide them) so i resubmit again. Promtly rejected as i had gambled my winnings below $225 (100 for my max withdrawal and 125 to cover the initial chip) okay fine....i am beyond frustrated and now just want to burn em for the principle of the fact. I read the email, go back in @$101.27 grind on it for 2 hours and resubmit @$440+ and also respond to the email from 2hrs ago stating i have now made sure every possible reguirement is met and i want this transaction completed and to be done with it. And poof.....they go ghost. i don't get a confirmation email, i don't get a rejection email. nothing. Now since the 11th my withdrawal is still under review or risk assesment or something. I have inquired numerous times both via live chat and email. and have been told its approved, it was rejected for balance too low. my kyc wasn't approved. But mostly for the last 2 weeks ive been told that the payouts dept has it and to not contact them, wait they will contact me soon. to be honest there is sooo much more and the emails really show the insane legths they've gone to in what i believe is an outright attempt to not payout. I will gladly forward them to you because this really isn't doing the situation justice. It is by far the absolute worst customer service and blatant disregard of the procedures they claim they follow that it blows my mind. outright lying. I think you reading them and seeing the timeline would floor you. unfortunately as of this week i think I am about to do it over again with a sister site....MGMvegascasino? as i have submitted, KYC rejected, re-sent and poof....they've gone ghost.
Im going to apologize rright now for the mess you're about to recieve i had it going in order pretty good and was renaming them as i went.....and then that all kind of went to hell. i think i got them all....but then again i mightve missed a few. Im not including the live chat screenshots as i think you have enough as it is. if you would like them as well let me know. appreciate any help you can offer at this point. and be prepared for another one of the same nature about MGMVegascasino
****i am unable to upload all the relevent emails, please contact me with a email address and i will get a zip file to you
Zdravo Luckless82,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Vegas Rio Casino. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li molim vas da nam kažete od kada je tačno proces verifikacije u toku? Koji dokumenti su već odobreni, a koji ne? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Da li ste uplatili neku sumu novca u kazino?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello Luckless82,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Rio Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Did you deposit any sum of money into the casino?
Looking forward to your answer.
Regards,
Nick
Imam imejl u kojem se navodi da je moj KIC odobren. Priložiću ga posebno ovde, kao i najnoviju razmenu e-pošte. Problem je u neplaćanju. Tvrdim da je pod pregledom rizika i usklađenosti u navedenom vremenskom okviru od 2-3 dana i podneo sam zahtev treći ili četvrti put 4-11. za iste dobitke koje sam prvobitno tražio negde oko 3-25 i odbio, ali sam nastavio da prolazim kroz njihove obruče i pokušaje da izbegnem isplatu sve dok im ne ponestane verodostojnih razloga za odbijanje i samo se umanji i nastavi da pričam da čekam odgovor od njihovog kraja da još uvek je u pregledu (ta 2-3 dana tvrde), ali sam podneo 4-11 i nisam dobio odbijenicu, odobrenje ili bilo šta drugo osim što mi je rečeno da čekam od tada. i ne, nisam napravio depozit. svi dobici su dobijeni kroz NDB od 125 dolara
I have the email stating my KYC is approved. I will attach it specifically here as well as the latest email exchange. The issue is the non payent. Claiming it is under review by risk and compliance a claimed 2-3 day timeframe and i submitted request the 3rd or 4th time on 4-11. for the same winnings that i initially requested sometime around 3-25 and rejected but I kept going through their hoops and attempts to avoid payout until they ran out plausible rejection reasons and just went ghost and continue to say wait for a response from their end that it is still under review (that 2-3 days they claim) but I submitted on 4-11 and havent recieved a denial, an approval or anything other than being told to wait since then. and no i did not make a deposit. all winnings were gained through the $125 NDB
zanemarite prethodne slike, u stvari povucite ih dole ako želite. neke informacije ne moraju biti javni pristup lol, prošao sam i organizovao mejlove koje još uvek imam od početka do kraja i napravio beleške da objasnim praznine/ili situaciju
disregard previous pics, in fact pull them down if you would please. some info doesn't need t be public access lol i went through and organized the emails i still have from start to finish and made notations to explain gaps/or situation
Zdravo Luckless82,
Hvala vam na dostavljenim informacijama. Možete li, molim vas, pojasniti od kada je novo povlačenje na čekanju (ono koje ste zatražili nakon što ste prikupili dovoljno sredstava da zatražite isplatu)?
Hello Luckless82,
Thank you for the information provided. Can you please clarify since when is the new withdrawal pending (the one you requested after you collected enough balance to request the payout)?
Pa moj prvobitni zahtev 26. ili 27. svakako jeste. kao i sledeći..... tek 8. ili 9. pao sam ispod praga možda 7., saznao sam 11. iz tog mejla, vratio se i ponovo ga izneo i postavio DRUGI zahtev i tada uglavnom su bili duhovi. Ali sećam se da sam rekao svom drugaru "oh, naravno, čim se spustim, oni idu vau, vau, ne možemo da ti platimo. kao da su jebeno i*K*N% čekali na to, kunem se"
Pravi izazov je da sada ponovo počinjem ovu igru sa za šta sam siguran da su isti ljudi.- na, za šta verujem, sestrinskom sajtu MGMVegas. Ista promocija, recimo izgled stranice, iste igre i počinju tačno na isti način....mislim skoro od reči do reči sa KIC ponovo sa istim dokumentima. ako pogledate liniju za potpis iz pisma odbijanja bilansa, na njemu se nalazi treće ime kazina.
Well my initial request on the 26th or 27th certainly did. as did the next..... it was not until 8th or 9th that i dropped below the threshold maybe the 7th, I found out on the 11th from that email, went back in brought it up again and made ANOTHER reqest and thats when they went ghost for the most part. But i remember teliing my buddy "oh sure as soon as i dip down they go whoa whoa whoa, we can't pay ya. it's like they f&*K*N% waited for it I swear "
The real kicker is now I'm starting this game again with what I'm sure are the exact same people.- at what i believe is a sister site MGMVegas. Same Promo, say page layout, same games and they're starting off the exact way....i mean damn near word for word with KYC again with the same docs. if you look at the signature line from the balance denial letter its got a third casino name on it.
Žao mi je što sam to pogrešno pročitao, poslednji zahtev za moju isplatu je podnet 4-11, i svestan sam da oni traže maksimalno vreme isplate od 21 dan. Ali shvatite da su sredstva koja pokušavam da povučem i dalje ista sredstva iz mog prvog zahteva za isplatu koji je podnet 26. ili 27. marta. Tada su započeli ovu igru. Smešni prigovori na verifikaciju, odugovlačenje tvrdeći da nemaju moju bitkoin adresu, a onda sam nastavio da ne dobijam e-mail odobrenje ili obaveštenje o odbijanju. Imajte na umu da su pisma odbijanja poslata u vremenskom okviru koji su oni naveli (2-3 dana). Zašto bi druga strana bila drugačija? A njihove tvrdnje o tome se još uvek razmatraju zbog rizika i usklađenosti zbog čega još nisam dobio e-poruku sa odobrenjem za koju kažu da bi trebalo da prođe 2-3 dana - više od 3 nedelje?? Dakle, da, možda postoji neka siva zona u činjenici da je poslednji zahtev podnet 4-11. Ali to je samo zbog njihovih nerazumnih primedbi i činjenice da je za sve sa njihove strane očigledno potrebno 2-3 dana da dobiju odgovor, ako ga uopšte dobijete. Kao što sam rekao, ovo su i dalje ista sredstva koja sam pokušao da podignem 26. marta. Verujem da to rade namerno u nadi da će ljudi odustati da će zaboraviti.
I'm sorry i read that wrong, the most recent request for my payout was made on 4-11, and I am aware that they claim a maximum payout time of 21 days. But understand the funds i am trying to withdraw are still the very same funds from my first payout request that was made on March 26th or 27th. Thats when they began this game. The ridiculous verification objections, the stalling claiming they don't have my bitcoin address, and then continued to myself not recieving an email approval or rejection notice. Note that rejection letters were sent in the timeline they specified (2-3 days). Why would the flip side of that be any different? And their claims of it is still under review by risk and compliance being the reason i have yet to recieve an approval email that they say should take 2-3 days -for over 3weeks?? So yes, there may be some gray area in the fact that the most recent request was made on 4-11. But that is only because of their unreasonable objections, and the fact that everything on their end apparently takes 2 or 3 days to get a response , if you get one at all. Like I said these are still the same funds i attempted to withdraw on March 26th. I believe they do this intentionally hoping people give up forget.
Hvala Luckless82 za sve do sada pružene informacije. Vašu žalbu ću sada proslediti kolegi Branislavu ( KSKSKSKSKS0@email.kkkkk ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Thank you Luckless82 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo, Luckless82,
Žao mi je što čujem za vaše neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika Vegas Rio Casina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Vegas Rio Casino timu,
Možete li nam dati detaljnije objašnjenje situacije igrača? Da li je KIC završen? Zašto povlačenje igrača još nije obrađeno i kada može očekivati isplatu?
Hvala vam unapred na pružanju informacija.
Hello, Luckless82,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vegas Rio Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Vegas Rio Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? Has the KYC been completed? Why the player's withdrawal has not been processed yet, and when can he expect the payment?
Thank you in advance for providing the information.
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.
Dragi Luckless82,
Nažalost, pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, ne možemo da nastavimo sa rešavanjem ove žalbe i prinuđeni smo da je zatvorimo kao „nerešenu", što će negativno uticati na rejting kazina.
U slučaju bilo kakviһ pitanja, ne oklevajte da me kontaktirate naKSKSKSKSKS0@email.kkkkk .
Voleo biһ da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Luckless82,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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.
