The player from the United Kingdom had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player confirmed that the withdrawal had been successfully processed. The Complaints Team had monitored the situation and marked the complaint as 'resolved' once the player updated them on the successful outcome.
Igrač iz Ujedinjenog Kraljevstva je zatražio povlačenje pre podnošenja žalbe. Nažalost, njihovi dobici još nisu primljeni. Problem je rešen nakon što je igrač potvrdio da je povlačenje uspešno obrađeno. Tim za žalbe je pratio situaciju i označio žalbu kao 'rešenu' kada ih je igrač obavestio o uspešnom ishodu.
Zdravo, povukao sam se u nedelju 2. Imao sam mejl od Maie u ponedeljak da kažem da prihvatam i da budem strpljiv. Ranije sam se povlačio iz ove kompanije, ali samo 100 funti k 2. Svaki dan sam slao mejlove Maji i ona me samo ignoriše pošto je ona VIP menadžer. Danas u ponedeljak, 10., odlučio sam da pošaljem podršku e-poštom jer od maie ponovo ništa i dobijam odgovor da su mi poslali link za unos podataka o kartici i da proverim fasciklu sa smećem. Odgovorio sam i rekao im da sam proveravao svaki dan i ništa. Samo želim moje povlačenje, to je stvarno nepravedno.
Hi I withdrew on Sunday 2nd I had an email from maya on the Monday to say accepted and to be patient. I have withdrawn from this company before but only £100 x 2. I have emailled maya every day and she just ignores me seeing as she is the VIP manager. Today Monday 10th I decided to email support as nothing again from maya and I receive a reply to say they sent me a link to input card details and to check junk folder. I have replied and told them I have checked every day and nothing. I just want my withdrawal it’s really unfair.
Dear dawndwyer,
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.
Primio sam e-poštu juče da bih trebao da dobijem imejl sa vezom za dodavanje detalja o kartici, ali nisam, pa ga je tim za podršku poslao drugom odeljenju da pogleda. Čekam odgovor
I have received an email yesterday to say I should of had email with link to add card details but I haven’t so the support team have sent it to another department to look at I am awaiting a response
Takođe sam dobio e-poštu 4. dana kasnije da kažem da je sva istorija igre proverena i da je povlačenje prihvaćeno, tako da se nadam da je ovo samo greška. Obaveštavaću vas da izgleda da sada ignorišu moje imejlove, što je malo frustrirajuće
I also had an email on the day after on the 4th to say all game history checked and withdrawal accepted so hopefully this is just a glitch. I will keep you updated they seem to be ignoring my emails now which is a little frustrating
Broj slučaja je 243824 u imejlu za podršku
Case number is 243824 in support email
Dear dawndwyer,
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.
dragi davndvier,
Zaista mi je drago da čujem da je vaš problem rešen. Označiću vašu žalbu kao „rešenu" u našem sistemu. Hvala vam što ste potvrdili ishod. Ako se ikada suočite sa bilo kakvim izazovima sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu za vas.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima u vezi sa onlajn kazinom.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Casino.Guru
Dear dawndwyer,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
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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.
