Igrač iz Australija je zatražio isplatu za manje od dve nedelje pre nego je poslao prigovor. Nije još dobio svoj novac.
Dana 12. 2. 25. iskoristio sam drugu ponudu bonusa za depozit dobrodošlice i dobio bonus od 50 dolara. Tamo uslovi i odredbe navode da je maksimalni iznos gotovine iz bonusa Ks20 bonusa osim ako nije drugačije navedeno. Iako odredbe i uslovi korišćenog bonusa navode da je maksimalni dobitak 4000 dolara.
Završavam uslove klađenja sa još oko 4000 dolara na računu. Bonus je uklonjen, a stanje nije promenjeno i navedeni ceo iznos se može povući. Zbog toga sam igrao još jedan dan koristeći hiljade i primenio sam još dva bonusa sa vip nivoa navodeći da se zaključani dobici koriste kao stvorena nova sredstva.
Stanje je bilo do 8500 dolara kada je zatraženo povlačenje od 4000 dolara. Dok je 4000 dolara na čekanju, moj saldo sa kojim sam igrao iznosio je 1500 dolara kada je moje povlačenje odbijeno i ukupni balans se promenio na 1000 dolara.
Naveli su da je balans zaključan od bonusa koji su završeni više bonusa unapred i da nikako ne mogu da koristim ova sredstva da stvorim još balansa za povlačenje i samo da podignem 1000 dolara. Ne vidim kako je još uvek zaključan. Imajte fotografije nekih stvari za koje se smatra da bi kasnije mogle biti od pomoći.
On the 12th/2/25 I used the second welcome deposit bonus offer and received $50 bonus. There terms and conditions state maximum cash out of bonus is X20 of the bonus unless stated otherwise. Although the terms and conditions of the bonus used states that max win is $4000.
I finish wagering requirements with still around $4000 in balance. Bonus was removed and balance was not altered and said entire amount withdrawable. I have then therefor played for for over another day using thousands and had two other bonuses applied from vip levels stating that the locked winnings are used as created new funds.
Balance was upto $8500 when requested withdrawal of $4000. While $4000 is pending my balance I was playing with was $1500 when my withdrawal got denied and overall balance changed to $1000.
They stated balance is locked from bonus finished multiple bonuses beforehand and that I can not use these funds in anyway to create more balance to withdraw and only to withdraw $1000. I don’t see how it is still locked. Have photos of some things thought might be helpful later down the road.
Dear anthonyfrancisall,
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.
Takođe imate novu žalbu na isti kazino. Igrajući sa sredstvima iz prethodne žalbe, zaradio sam besplatne okrete na nivou programa lojalnosti. Korišćenjem besplatnih okretaja nivoa 5 dobio sam bonus od 60,6 dolara. Pregledao sam uslove bonusa i ispunio sve uslove za klađenje i nije bilo posebnih uslova za bonus o maksimalnim dobicima. Dakle, na osnovu opštih uslova kazina navodi se da su dobici od bonusa besplatnih okretaja maksimalno 10 puta veći od početnog bonusa. Dakle, moj maksimalni dobitak treba da bude zaključan na 606 dolara. Čim sam prevazišao uslove za klađenje, moj bilans je sa preko 600 dolara na 150 dolara. Kontaktirao sam podršku i pokazao dokaze o njihovim uslovima i pitao zašto je moj balans pao. Naveli su da bonus ima svoje specifične uslove. Pokazao sam im da za taj bonus imam uslove i nije navedeno. Rekli su da znaju da to nije navedeno i da rade na tome, mogu li to da urade? To je lažno predstavljanje i sigurno je kršenje njihovog ugovora. Ovo su dva bonusa sada kada su zaplenili sredstva čak i kada im dam navedene uslove. Imajte fotografije uslova i razgovarajte sa podrškom.
Also have a new complaint with the same casino. From playing with funds from the previous complaint, I earnt loyalty program level free spins. Using the level 5 free spins I received a bonus of $60.6. I reviewed the terms and conditions of bonus and met all of the wagering requirements and there was no specific terms for bonus about max winnings. So based on the general terms of the casino it is stated that winnings from a free spins bonus is maxed at 10x the initial bonus sum. So my max winnings should be locked at $606. As soon as I beat the wagering requirements my balance went from over $600 to $150. I contacted support and showed evidence of their terms and asked why my balance was dropped. They stated that the bonus had its own specific terms. I showed them that for that bonus I have the terms and it’s not stated. They said they know it’s not stated and are working on it, can they do that? That is misrepresentation and surely is breach of their contract. This is two bonuses now that they have confiscated funds even when I provide them the terms stated. Have photos of terms and conversation with support.
Dear anthonyfrancisall,
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.
Da, moje povlačenje je obrađeno, ali moj problem je bio ograničenje u mojim dobicima koje je drastično smanjeno od onoga što je navedeno u uslovima. Informacije su date na mojim fotografijama i postu.
Yes my withdrawal has been done processed but my issue was the limit in my winnings which was lowered drastically other than what was stated in the terms. Information is provided in my photos and post.
Dragi Anthoni Francisall,
Da li je moguće proslediti celu istoriju klađenja na nikolas.b@casino.guru za dalji pregled - ako postoji?
Molimo pošaljite na nikolas.b@casino.guru .
Čekam vaš odgovor.
pozdrav,
Nick
Dear anthonyfrancisall,
Is it possible to forward your full betting history to nikolas.b@casino.guru for further review - if there is any?
Please send it to nikolas.b@casino.guru.
Awaiting your response.
Regards,
Nick
Hvala vam Anthonifrancisall za sve date informacije. Vašu žalbu ću sada proslediti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you anthonyfrancisall for all the information provided. 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, Anthoni Francisall,
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 kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Voodoo Casino timu ,
S obzirom na to da je podnosilac žalbe već podelio svoju istoriju igara/logove igara sa nama, da li biste mogli da nam date detaljno objašnjenje situacije i događaja koji su se tamo odigrali? Zašto su dobici korisnika izgubljeni?
Možete li nam takođe dati tačna pravila koja su primenjena u ovom slučaju i gde ih možemo pronaći, takođe konkretna pravila koja važe za dotične bonuse ako ih je bilo? Bilo bi nam drago da imamo ove informacije za drugi bonus na depozit dobrodošlice, kao i za bonuse vezane za promenu nivoa.
Hvala.
Hello, anthonyfrancisall,
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 the casino representative to join this conversation and participate in resolving this complaint.
Dear Voodoo Casino team,
Considering that the complainant already shared his gaming history/game logs with us, could you please provide us with a detailed explanation of the situation and the events that took place there? Why have the user's winnings been forfeited?
Can you provide us also with the exact rules which were applied in this case and where we can find them, also specific rules valid for the bonuses in question if there were any? It would be appreciated if we have this information for the second welcome deposit bonus and also for bonuses related to change of level.
Thank you.
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Ova objava je privatna za sada. Čeka da ga odobri Casino Guru. Nove objave objavljujemo tek nakon ručnog pregleda, kako bismo bili sigurni da ne sadrže osetljive podatke koje bi trebale videti samo uključene strane.
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.
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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.