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 Germany was waiting for a payout of €950, which the casino had promised within five days, but it had not yet been received after six days. Despite having a verified profile and complying with the casino's terms, he received unhelpful responses from email support. His withdrawal was canceled without notification or reason, and he faced difficulties contacting customer support. The Complaints Team had attempted to reach the casino multiple times but did not receive a response. The complaint was marked as "unresolved," and the player was advised to consider the casino's reviews and ratings in the future.
Igrač iz Nemačke je čekao isplatu od 950 evra, koju je kazino obećao u roku od pet dana, ali je nakon šest dana još nije dobio. Uprkos tome što je imao verifikovan profil i poštovao uslove kazina, dobio je beskorisne odgovore od podrške putem e-pošte. Njegovo povlačenje je otkazano bez obaveštenja ili razloga, a on se suočio sa poteškoćama da kontaktira korisničku podršku. Tim za žalbe je više puta pokušao da dođe do kazina, ali nije dobio odgovor. Žalba je označena kao „nerešena“, a igraču je savetovano da u budućnosti razmotri recenzije i ocene kazina.
Kazino se ne isplaćuje. Čekam svoj dobitak od 950 € već šest dana.
Kazino me je pre šest dana obavestio da će isplatiti moj dobitak u roku od najviše pet dana. Međutim, novac nije stigao i tih pet dana je prošlo.
Podrška putem e-pošte odgovara samo floskulama i uopšte nije od pomoći. Molim vas pomozite!
Moj profil kod provajdera je verifikovan i ovo je prvo povlačenje koje sam napravio u ovom kazinu. Igrao sam u skladu sa uslovima.
The casino is not paying out. I have been waiting for my winnings of €950 for six days now.
The casino notified me six days ago that it would pay out my winnings within a maximum of five days. However, no money arrived and those five days have now passed.
The email support only replies with platitudes and is not helpful at all. Please help!
My profile with the provider is verified and this is the first withdrawal I have made in this casino. I played in accordance with the terms and conditions.
Das Casino zahlt nicht aus. Ich warte auf meinen Gewinn von 950€ nun schon sechs Tage.
Das Casino hat mich vor sechs Tagen darüber benachrichtigt, dass es meinen Gewinn nach maximal binnen fünf Tagen auszahlen will. Geld kam jedoch nicht und diese fünf Tage sind nun verstrichen.
Der E-Mail-Support antwortet nur mit Floskeln und ist überhaupt nicht hilfreich. Bitte um Unterstützung!
Mein Profil bei dem Anbieter ist verifiziert und es ist die erste Auszahlung, die ich in diesem Casino vornehme. Gespielt habe ich im Einklang mit den AGB.
Hvala vam puno što ste podneli žalbu. Žao nam je što čujemo za problem sa vašim povlačenjem i razumemo vašu zabrinutost. Međutim, imajte na umu da je sasvim uobičajeno da povlačenju treba nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano pregledom vašeg igranja, velikim brojem zahteva za povlačenje ili drugim spoljnim faktorima.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaša istorija igara uspešno proverena, vaše povlačenje je odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od kada ste zahtevali povlačenje, obavestite nas i mi ćemo intervenisati i pokušati da vam pomognemo.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Veronika
Dear MaxbetHunter,
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 a review of your gameplay, a high volume of withdrawal requests, or other external factors.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your game history has been successfully checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Svestan sam da CasinoGuru uvek čeka 14 dana nakon otvaranja žalbe.
Ali problem je sledeći: Kazino je rekao da će isplatiti novac u roku od 5 dana. Ali kazino nije isplatio novac u roku od 5 dana. Dakle, ne radi ono što kaže.
Tako da možemo sa zadovoljstvom da čekamo dve nedelje, ali status će i dalje biti isti: nema isplate iz kazina.
Zato ostavite žalbu otvorenom i obavestite me kada budete spremni da preduzmete mere.
I am aware that CasinoGuru always waits 14 days after opening a complaint.
But the problem is this: The casino said that it would pay out the money within 5 days. But the casino did not pay out the money within 5 days. So it is not doing what it says.
So we can happily wait two weeks, but the status will still be the same: no payout from the casino.
So please leave the complaint open and let me know when you are ready to take action.
Dass CasinoGuru immer 14 Tage wartet nach Eröffnung einer Beschwerde, ist mir klar.
Es geht aber um folgendes: Das Casino sagte, dass es binnen 5 Tagen das Geld auszahlt. Das Casino hat aber das Geld binnen der 5 Tage nicht ausgezahlt. Es tut also nicht, was es sagt.
Wir können hier also gerne zwei Wochen abwarten, der Status wird dann aber immer noch derselbe sein: keine Auszahlung vom Casino.
Bitte die Beschwerde also geöffnet lassen und mir Bescheid geben, sobald Sie dazu bereit sind, etwas zu unternehmen.
Kazino sada očigledno počinje da laže. Rekli su mi da su mi poslali deo sredstava, što nije tačno. Dokaz dolazi iz njihovog sopstvenog sistema - oni su zapravo otkazali moje povlačenje bez razloga. Nisam dobio nikakav novac.
The casino now obviously starts lying. They told me that they sent a part of the funds to me, which is not true. Proof comes from their own system - they actually canceled my withdrawal for no reason. I did not receive any money.
Sada, kada pokušam da ćaskam sa podrškom, oni uvek ubiju ćaskanje bez razgovora sa mnom. To pokazuje koliko je njihova služba za korisnike neuka i neprijateljska. U stvari, tako se ponašaju samo prevaranti.
Now, when I try to chat with the support, they always kill the chat without talking to me. That shows how ignorant and unfriendly their customer service is. In fact, only scammers behave like that.
Da li možete da vidite nove zahteve za povlačenje novca, koje je kazino navodno podelio na 3 dela, na svom profilu? Ili vaša istorija povlačenja nije ažurirana u skladu s tim?
Da li ste već primili neku od povlačenja?
Da li je kazino dao objašnjenje zašto je vaš zahtev za povlačenje poništen?
Thank you for keeping me updated.
Are you able to see the new withdrawal requests, which the casino allegedly divided into 3 parts, in your profile? Or has your withdrawal history not been updated accordingly?
Have you received any of the withdrawals yet?
Has the casino provided an explanation as to why your withdrawal request was canceled?
Kazino je jednostavno otkazao povlačenje bez navođenja razloga i bez obaveštenja. Možete videti snimak ekrana kao dokaz u istoriji iznad.
Uz to, kazino me je jednostavno lagao porukom o navodnoj uplati delimičnog iznosa. Takođe možete videti odgovarajući snimak ekrana ovoga iznad u istoriji.
Još nisam dobio novac. Podrška putem e-pošte više ne odgovara, a podrška za ćaskanje završava svako ćaskanje sa mnom odmah nakon što ćaskanje započne.
The casino simply cancelled the withdrawal without giving a reason and without notifying me. You can see the screenshot as proof in the history above.
In addition, the casino simply lied to me with the message about the alleged payment of a partial amount. You can also see a corresponding screenshot of this above in the history.
I haven't received any money yet. Email support no longer responds, and chat support ends every chat with me immediately after the chat has started.
Das Casino hat die Auzahlung einfach so storniert, ohne einen Grund dafür anzugeben und ohne mich zu benachrichtigen. Den Screenshot als Beweis können Sie oben im Verlauf sehen.
Zudem hat das Casino mich mit der Nachricht über die angebliche Auszahlung eines Teilbetrags schlicht angelogen. Auch dazu können Sie oben im Verlauf einen entsprechenden Screenshot sehen.
Ich habe bislang kein Geld erhalten. Der E-Mail Support antwortet nicht mehr, und der Chat Support beendet jedem Chat mit mir direkt nach Chatbeginn.
Puno vam hvala, MakbetHunter, na pružanju svih potrebnih informacija. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@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, MaxbetHunter, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Kazinoguru nije jedini koji nije dobio odgovor od Vulkka kazina. U međuvremenu sam mnogo puta pokušao da kontaktiram Vulkka Casino i razgovori sa mnom se i dalje prekidaju bez ikakvog odgovora. Kazino još uvek nije isplatio 950 € dobitaka i povlačenje je i dalje navedeno kao „Odbijeno" na mom profilu – bez razloga i bez obaveštenja.
Sa zadovoljstvom čekamo još 5 dana bez uspeha dok ne zatvorite žalbu i NADAMO SE jasno označite kazino kao prevaranta.
Zato što je za mene zaključak sada vrlo jasan: Vulkka Casino je očigledno prevara i neću dobiti svoj novac - to mi je jasno.
Casinoguru is not the only one who has not received a response from Vulkka Casino. I have tried to contact Vulkka Casino many times in the meantime and chats with me are still terminated without any response. The casino has still not paid out the €950 winnings and the withdrawal is still listed as "Rejected" in my profile - for no reason and without notification.
We are happy to wait another 5 days without success until you close the complaint and HOPEFULLY clearly mark the casino as a scammer.
Because for me, the conclusion is now very clear: Vulkka Casino is clearly a fraud and I will not get my money - that much is clear to me.
Nicht nur Casinoguru erhält keine Antwort von Vulkka Casino. Ich habe in Zwischenzeit viele Male versucht, das Vulkka Casino zu kontaktieren und nach wie vor werden Chats mit mir ohne jegliche Antwort direkt abgebrochen. Das Casino hat auch immer noch den Gewinn von 950€ nicht ausbezahlt, und die Abhebung steht weiter als „Abgelehnt" in meinem Profil - grundlos und ohne Benachrichtung.
Gerne können wir noch weitere 5 Tage erfolglos warten, bis Sie die Beschwerde schließen und das Casino HOFFENTLICH eindeutig als Betrüger kennzeichnen.
Denn für mich gilt inzwischen das ganz klare Fazit: Bei dem Vulkka Casino handelt es sich eindeutig um Betrüger und ich werde mein Geld nicht bekommen - das ist mir jetzt schon klar.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Mogu samo da vam preporučim da birate kazina prema njihovim recenzijama i ocenama u budućnosti kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Katarina
Dear MaxbetHunter,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Katarina
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