Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from Slovenia had deposited 1,300 euros via Visa card, but the funds were not credited to the casino account despite being deducted from his bank. After providing all necessary proof, the casino claimed the deposit had been unsuccessful and refused to assist in recovering the missing money. The issue was resolved when the casino confirmed that the deposit had been credited to his account after two months. However, the player continued to face difficulties with the withdrawal process, which was limited to smaller amounts, causing frustration. The Complaints Team facilitated communication between the player and the casino, and the player's withdrawal issues were acknowledged, but the complaint was ultimately closed due to a lack of further responses from the player.
Igrač iz Slovenije je uplatio 1.300 evra preko Visa kartice, ali sredstva nisu uplaćena na kazino račun iako su skinuta sa njegove banke. Nakon što je pružio sve neophodne dokaze, kazino je tvrdio da je depozit bio neuspešan i odbio je da pomogne u vraćanju nestalog novca. Problem je rešen kada je kazino potvrdio da je depozit knjižen na njegov račun nakon dva meseca. Međutim, igrač je nastavio da se suočava sa poteškoćama u procesu povlačenja, koji je bio ograničen na manje iznose, što je izazvalo frustraciju. Tim za žalbe je olakšao komunikaciju između igrača i kazina, a problemi sa povlačenjem igrača su priznati, ali je žalba na kraju zatvorena zbog nedostatka daljih odgovora od igrača.
Pre mesec dana, uplatio sam 1300 evra sa svojom visa karticom. Nikada nisam dobio novac na veb stranici, ali mi je uzeo novac od moje banke. Dao sam im sve dokaze, bankovne izvode o depozitu sve što su želeli, nakon mesec dana odlaganja, jednostavno su mi rekli da je moj depozit neuspešan. Trenutno nedostaje 1300 evra sa mog bankovnog računa i odbijaju da mi pomognu i vrate mi novac.
1 month ago, i deposited 1300 euros with my visa card. I never got the money credited on the website, but it got took from my bank. I provided them with all the proof, bank statements of the deposit everything they wanted, after 1 month of stalling, they simply said to me my deposit was unsuceful. Right now 1300 euros is missing from my bank account and they refuse to help me and return me my money.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Želeo bih da vas upozorim, da ako vaš depozit nikada nije uplaćen na vaš kazino račun, jedino što možete da uradite je da kontaktirate svog dobavljača plaćanja. Oni moraju da istraže, ali imajte na umu da je to dugotrajan proces koji traje otprilike mesec dana. U ovim slučajevima, kazino ima vezane ruke. U međuvremenu, toplo bih preporučio da ne deponujete više sredstava dok se problem ne reši.
Ako se novac izgubi tokom transakcije, biće potrebno neko vreme pre nego što bude pripisan na vaš kazino račun.
Možete li molim vas da kažete da li je to bio vaš prvi depozit u ovom kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog izuzetno velikog obima pritužbi, molimo za strpljenje. Iako nastojimo da objavimo žalbe u roku od 48 sati, naknadni odgovori mogu da potraju i do 7 dana. Dodeljivanje vaše žalbe rešavaču takođe može da potraje duže, jer trenutno upravljamo sa blizu 1000 žalbi.
Hvala vam na razumevanju. Želimo vam divnu Novu 2025!
Dear mitjav123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
Hej, to je bio moj prvi depozit u kazinu od 1300 evra.
ne mogu da ih nabavim u PDF verziji, moja banka nema opciju za to, dobio sam ih lično od svoje banke.
Jedna slika prikazuje nekoliko dana pre i posle "onlinecontenthub" uplate od 1300 evra, a druga slika su detalji transakcije za njih. Pored toga, imam transakcijski broj 241201816576626 koji mi je banka rekla danas (već sam dva puta bila u banci i rekli su da je uplata uspela) sa ovim brojem bi trebalo da mogu da prate transakciju.
POSLAO SAM SLIKE NA .
Hey, it was my first deposit to the casino of 1300 euros.
i can not get them in PDF version, my bank doesnt have the option for it, i got them in person from my bank.
One picture shows a few days before and after the 1300 euro " onlinecontenthub " payment, and second picture are the details of the transaction to them. Additionally, i have a transaction number 241201816576626 that bank told me today (ive been to bank twice already they said the payment was sucesful) with this number they should be able to track the transaction.
Zaista mi je žao što čujem da nema napretka u vezi sa vašim problemom od 30. novembra 2024. Potpuno razumem koliko ovo mora da bude frustrirajuće za vas i želim da vas uverim da smo tu da vam pomognemo.
Prvo, hvala vam što ste već dostavili priznanicu o uplati i bankovni izvod za novembar 2024. Ovi dokumenti su od velike pomoći u razumevanju vašeg slučaja. Da bismo krenuli dalje, ljubazno vas molimo za još jednu informaciju. Možete li da dostavite bankovni izvod koji pokriva period od dana dotičnog depozita do sada ? Bilo bi od velike pomoći ako biste mogli da istaknete dotični depozit kako bismo mogli da potvrdimo da su sredstva napustila vaš račun i da nisu vraćena.
Vaša saradnja i strpljenje su veoma cenjeni.
Hi mitjav123,
I’m truly sorry to hear that there has been no progress on your issue since November 30, 2024. I completely understand how frustrating this must be for you, and I want to assure you that we’re here to help.
First, thank you for already providing the payment receipt and your bank statement for November 2024. These documents are very helpful in understanding your case. To move forward, we kindly ask for one more piece of information. Could you please provide a bank statement covering the period from the day of the deposit in question until now? It would be very helpful if you could highlight the deposit in question so we can confirm that the funds left your account and were not refunded.
Your cooperation and patience are greatly appreciated.
Hej, kao da već nisu gubili toliko svog vremena na depozit koji nikada nisam dobio, sada odbijaju da me puste da povučem (taj novac sam položio kriptovalutom, još uvek mi nedostaje depozit od 1300 evra) Posle 30. dana kada obrađuju moje podizanje jedno po jedno 450 dnevno, uspeo sam da unovčim oko 10k sa 35k, tako da je ostalo 25k povući. Pre nego što su obradili moje povlačenje, zatražili su drugi kic u roku od mesec dana. Sada pokušavam da podignem svoj novac na svoj bankovni račun, ali traže dokaz da sam ja vlasnik kartice sa koje sam ranije podizao. Malopre sam promenio vizu karticu, pa su mi rekli da im dam izjavu kojom dokazuje da sam ja vlasnik te kartice. Dobio sam tu izjavu od moje banke, koja doslovno dokazuje da sam posedovao upravo tu karticu, sa svim potrebnim ime i prezime, adresa BANKE, sve je na njoj, a oni nisu zadovoljni, traže informacije koje moja banka ne daje ni kao što je bio datum isteka moje kartice, kao što su rekli da mi to ne mogu dati. Već sam više puta bio u banci, stalno mi gube vreme. Bukvalno ću vam pokazati izjavu koju sam im pokazao, ona im govori sve MOJE IME MOJA ADRESA BROJ VISA KARTICE KOJI SU ŽELELI, ČAK MOGU VIDETI DA JE KARTICA PRIPADALA mom bankovnom računu za šta već znaju iz mog prethodnog otpremanja izjave.
Hey, as if i they didnt already waste so much of my time on the deposit i have never gotten,now they are refusing to let me withdraw (i deposited that money with crypto, i am still missing my deposit of 1300 euros)After 30 days of them processing my withdraw one by one 450 a day, i have managed to cashout around 10k from 35k, so 25k left to withdraw. Before they would process my withdraw, they requested a second kyc within a month time. Now i'm trying to withdraw my money to my bank account, but they are requesting proof of me being the owner of the card i did withdraw on before. I had my visa card changed a while ago, so they told me to give them a statement proving i was the owner of that card. I got that statement from my bank, that is literally proving I owned exactly that card, with everything needed my name adress BANK ID there's everything on it, and they are not happy, they are asking for information that my bank doesnt even give like what was expiration date of my card, like they said they can't give me that. I've already been at the bank multiple times, they keep wasting my time. I will literally show u guys the statement i showed them, it tells them everything MY NAME MY ADRESS THE VISA CARD NUMBER THEY WANTED, THEY CAN EVEN SEE THAT CARD BELONGED to my bank account that they are already aware of from my previous statement upload.
Evo ja kucam šta je tačno propalo i koliko su korumpirani, da brže dođemo do pravednog rešenja i šta se tačno desilo.
Rekao sam im da menjam podizanje sa vize na bankovni transfer, jer se moja kartica izgubila. 2 sata nakon što sam promenio svoje podizanje u bankovni transfer i obavestio ih da više nemam pristup svojoj staroj kartici i da sam već naručio novu karticu, stara kartica je uklonjena iz moje banke, oni su tražili sekundarni KIC u roku od mesec dana, nisu čak ni obradili moje podizanje nakon odugovlačenja za DAIS obrade samo 450 dnevno u moju banku.
Rekao sam članovima podrške, ne mogu da koristim svoju staru karticu jer je više nemam i takođe je uklonjena iz moje banke. Podrška mi je rekla da mogu da dobijem izvod moje banke koji pokazuje da sam prethodno posedovao tu karticu i da na njoj treba da ima ID KARTICE koji je imala moja izjava. Ovde objavljujem snimke ekrana šta je tačno mojoj izjavi trebalo da pokaže šta su mi rekli:
Na snimcima ekrana možete videti šta su tražili, a ja ću vam pokazati šta sam im poslao, upravo sam poslao te izjave na e-poštu patronelasa sa dokazom da moj dokument sadrži sve što su tražili, a oni su to i dalje odbili, a zatim prebacili i rekli da sada takođe žele izvod sa datumom isteka moje kartice koji je inače nemoguće dobiti od moje banke ili nemaju dozvolu za to, već sam bio u svojoj banci 3 puta do način. Takođe ono što sam poslao mejlom patroneli, mogu da vide svaku stvar na njoj, moje ime prezime gde živim, IBAN moje banke sve one stvari za koje već imaju dokaze o meni iz prethodnih izjava. Postoji neograničen dokaz da sam prvobitno posedovao tu VISA KARTICU u prošlosti, takođe možete videti istih prvih 6 poslednje 4 cifre kartice na njoj koju su tražili.
Ovaj kazino je već nedeljama bio nepravedan prema meni, od deponovanja do povlačenja i izazvao je mnogo stresa i lošeg raspoloženja.
Here i am typing what exactly went down and how corrupt they are, so we get to a fair solution quicker and what exactly happend.
I told them i am changing my withdrawal from visa to bank transfer, because my card got lost. 2 hours after i changed my withdraw to bank transfer and letting them know i dont have access to my old card anymore and i already ordered a new card, old card got removed from my bank they requested secondary KYC within a month, they didnt even process my withdraw after stalling for DAYS processing only 450 a day to my bank.
I told support members, I can not kyc with my old card since I dont have it anymore and it also got removed from my bank. Support told me i can get a statement of my bank showing that I previously owned that card and it needs to have CARD ID on it which my statement had. Here i am posting screenshoots of what exactly my statement needed showing what they told me:
You can see from the screenshoots what they have requested, and I will show u what i have sent them, i just sent those statements to patronelas email with proof that my document contained every single thing they have requested and they still have denied it then switched up and said they also now want a statement with my card expiration date that's by the way impossible to obtain from my bank or they dont have the permission to do it, i have been to my bank 3 times already by the way. Also what I emailed patronela, they can see every single thing on it, my name last name where i live, my bank IBAN all those things that they already have proof of me from previous statements. There is unlimited proof that i originally owned that VISA CARD in the past you can also see the same first 6 last 4 digits of the card on it they have requested.
This casino has been nothing but unfair to me for weeks already, from depositing to withdrawing and have caused alot of stress and bad mood.
Hvala vam puno, mitjav123, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi, Peteru ( peter.c@casino.guru ), 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, mitjav123, 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 the best of luck and hope your issue is resolved to your satisfaction in the near future.
Hvala vam mitjav123 što ste nam dali sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih zamolio Vulkan.bet kazino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i šta možemo da uradimo da pomognemo igraču da dobije svoje dobitke.
Hvala vam!
Hello there,
Thank you mitjav123 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Vulkan.bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
U vreme kada je transakcija pokrenuta, nismo primili uplatu. Nakon što smo kontaktirali naš tim za podršku, podnet je zahtev za istragu, a stvar je prosleđena dobavljaču plaćanja na rešavanje.
Nažalost, rešavanje ovog pitanja je odloženo zbog okolnosti koje su van naše kontrole.
Međutim, od juče smo dobili potvrdu od provajdera plaćanja u vezi sa transakcijom, a depozit je sada pripisan na vaš račun za igre na veb stranici.
Još jednom se izvinjavamo zbog neprijatnosti koje je ovo moglo prouzrokovati i želimo vam sve najbolje u igračkom iskustvu!
Hello, CasinoGuru and mitjav123,
At the time the transaction was initiated, we had not received the payment. After contacting our support team, an investigation request was submitted, and the matter was referred to the payment provider for resolution.
Unfortunately, the resolution of this issue was delayed due to circumstances beyond our control.
However, as of yesterday, we received confirmation from the payment provider regarding the transaction, and the deposit has now been credited to your gaming account on the website.
Once again, we apologize for any inconvenience this may have caused and wish you the best of luck in your gaming experience!
Proces verifikacije naloga je trenutno u toku. Povlačenje će biti dostupno po uspešnom završetku procesa verifikacije. Dana 30. decembra, na adresu povezanu sa nalogom poslat je e-mail sa spiskom potrebnih dokumenata za uspešnu verifikaciju. Dodatni mejl poslat je 24. januara.
Molimo dostavite sve dokumente pomenute u ovim imejlovima.
Hvala vam!
Good afternoon, CasinoGuru and mitjav123,
The account verification process is currently underway. The withdrawal will be available upon the successful completion of the verification process. On December 30, an email was sent to the address linked to the account, listing the required documents for successful verification. A follow-up email was sent on January 24.
Please provide all the documents mentioned in these emails.
Nemam više tu visa karticu, zamenio sam je kada su je ukrali.
Kao što je gore pomenuto, podrška mi je rekla da ako više nemam karticu, mogu da pokažem bankovni izvod o prethodnom posedovanju kartice, što sam i uradio, to možete videti iz snimaka ekrana koje sam postavio iznad šta mi je tačno rekao podršku, pogledajte snimke ekrana.
Dao sam izjavu da sam prethodno posedovao tu karticu i ona je i dalje odbijena, takođe sam poslao dokaz o izjavi kazino guruu, koji mogu da podele sa vama. Izjava sadrži sve što je podrška tražila od mene.
Hello,
I dont have that visa card anymore, i had it switched when it got stolen.
As mentioned above, support told me if I dont have the card anymore, i can show a bank statement of previously owning the card, which I did, you can see that from the screenshoots I have posted above what exactly i've been told by support, please look at the screenshoots.
I have provided the statement that I previously owned that card and it still got declined, I have also sent proof of the statement to casino guru, that they can share with you. The statement contains every single thing support asked me for.
Zdravo, verifikovali su moj nalog. Pre svega hvala vam na pomoći kazino guru.
Ali sada smo na sledećem problemu. Ograničili su moje isplate na po 200, ali mogu tražiti koliko želim. Kada povučem 27 hiljada odjednom, moja povlačenja se stavljaju na po 500 umesto na 200, što čini nemogućim da povučem sve odjednom. Žele da ručno podignem 200 puta 200, što bi mi oduzelo najmanje 5-10 sati jer bih morao da upišem sve svoje bankovne podatke svaki put kada bih podigao 200.
Hello, They have verified my account. First of all thank you for your help casino guru.
But now we are onto the next problem. They have limited my withdraws to 200 each but i can request as many as I want. When I withdraw 27k at once, my withdraws get put to 500 each instead of 200 each making it impossible to withdraw it all at once. They want me to manually withdraw 200 by 200 which would take me atleast 5-10 hours because i would have to write all my bank info in everytime i did a 200 withdraw.
Poštovani predstavnike Vulkan.bet kazina , da li bi bilo moguće učiniti nešto u vezi sa procesom povlačenja igrača kako bi ga učinili jednostavnijim? Javite nam šta se može učiniti u ovoj situaciji!
Dear Vulkan.bet Casino representative, would it be possible to do something about the player's withdrawal process to make it more streamlined? Let us know what can be done in this situation!
Poštovani mitjav123, ovu žalbu ćemo držati otvorenom dok ne potvrdite da je vaše povlačenje uspešno. Obaveštavajte me o daljem razvoju događaja.
Thank you very much for the update Vulkan.bet Casino representative.
Dear mitjav123, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear mitjav123,
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.
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