The player from Austria had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player later confirmed receiving her first €500, and the remaining €350 was subsequently paid out in full. The issue was resolved, and the complaint was marked as 'resolved' in our system.
Igrač iz Austrije je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Uplata još nije bila obrađena. Igračica je kasnije potvrdila da je primila svojih prvih 500 €, a preostalih 350 € je naknadno isplaćeno u potpunosti. Problem je rešen, a žalba je u našem sistemu označena kao „rešena“.
Ne isplaćuju. Imam dva povlačenja na svom računu. Jedan je za 500 evra, a drugi za 350 evra. U žalbama sam pročitao da nisam jedini sa ovim problemom. Nekoliko igrača već čeka svoj novac. Ocena kazina je i dalje dobra. Molim vas, ovo morate odmah promeniti. U suprotnom, mnogi drugi će postati žrtve ove prevare.
They're not paying out. I have two withdrawals in my account. One is for €500 and the other for €350. I read in the complaints that I'm not the only one with this problem. Several players are already waiting for their money. The casino's rating is still good. Please, you must change this immediately. Otherwise, many others will fall victim to this scam.
Sie zahlen nicht aus. Ich habe 2 Auszahlung in meinem Konto. Es sind einmal 500€ und einmal 350€. Ich habe bei den Beschwerden gelesen dass ich mit diesem Problem nicht alleine bin. Es warten schon mehrere Spieler auf ihr Geld. Die Bewertung des Casinos ist immer noch gut. Bitte sie müssen das sofort ändern. Sonst fallen noch viele andere darauf herein.
Dear Phoenixmerlin,
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.
Sada sam dobio prvih 500 evra. Ako dobijem preostalih 350 €, problem će biti rešen.
I've now received the first €500. If I receive the remaining €350, the problem will be solved.
Ich habe jetzt die ersten 500€ erhalten. Wenn ich jetzt noch die restlichen 350€ erhalte ist das Problem gelöst
Kazino je u potpunosti isplatio moj dobitak. Problem je rešen.
The casino paid out my winnings in full. The problem is solved.
Das Casino hat meinen Gewinn vollständig ausgezahlt. Dasprob ist gelöst.
Dragi Phoenikmerlin,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju radi pomoći u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
Dear Phoenixmerlin,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
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.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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