The player from India had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had attempted to contact the casino multiple times regarding the withdrawal but had faced difficulties due to the casino's lack of cooperation. As a result, the complaint was marked as "unresolved".
Igrač iz Indije je zatražio povlačenje manje od dve nedelje pre podnošenja žalbe. Njihov novac još nije bio primljen. Tim za žalbe je više puta pokušao da kontaktira kazino u vezi sa povlačenjem novca, ali se suočio sa poteškoćama zbog nedostatka saradnje kazina. Kao rezultat toga, žalba je označena kao „nerešena“.
Korisnik suvedk*****
Mail suved**** s@gmail.com
Mob 9718****9
Iznos 1295
Datum vreme 20. januar 10:06
Naručite VL2******7
Rekli su da imaju brzo povlačenje za 1 minut
User suvedk*****
Mail suved****s@gmail.com
Mob 9718****9
Amount 1295
Date time jan 20 10:06 am
Order WL2******7
They said they have lighting fast withdrawal in 1 minutes
Dear suvedsinghs,
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.
Dear suvedsinghs,
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.
Još nisam primio povlačenje. Više puta sam kontaktirao korisničku podršku, ali oni nisu u mogućnosti da pomognu i nisu mi dali rešenje
I didn't receive my withdrawal yet . I contacted customer care many times but they are unable to help and didn't give me any resolution
Oni takođe nemaju samoisključenje
They don't have self exclusion also
Dragi suvedsinghs,
Hvala vam na svim datim informacijama. Vašu žalbu ću sada proslediti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati pri povlačenju.
Pored toga, u slučaju da želite da sami isključite svoj nalog, morate pomenuti probleme/zavisnost od kockanja, inače se to ne smatra samoisključenjem.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Dear suvedsinghs,
Thank you 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 with your withdrawal.
Additionally, in case you wanted to self-exclude your account, you must mention gambling problems/addiction, otherwise it is not considered as a self-exclusion.
Wish you best luck resolving it.
Regards,
Nick
Zdravo, suvedsinghs,
Žao mi je što čujem za vašu nevolju. 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 VinMatch365 Casino timu ,
Možete li molim vas da kažete šta se desilo sa korisnikovim povlačenjem? Koji je procenjeni vremenski okvir za njegovu obradu?
Ako postoji nešto što je kazinu potrebno od igrača kao dokaz da još nije primio predmetno povlačenje ili da ubrza proces, slobodno nas obavestite.
Hvala.
Hello, suvedsinghs,
I am sorry to hear about your trouble. 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 WinMatch365 Casino team,
Could you please state what happened with the user's withdrawal? What is the estimated time frame for processing it?
If there is something the casino needs from the player as proof that he has not received the withdrawal in question yet or to speed up the process, feel free to let us know.
Thank you.
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.
Dragi suvedsinghs ,
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njene 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.
Sada ću žalbu označiti 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 u budućnosti birate kazina prema njihovim recenzijama i ocenama kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Branislav, Casino.guru
Dear suvedsinghs,
I have tried to contact the casino repeatedly but had no success. I am afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
Now, I will mark the complaint as "unresolved" in our system. I understand this is not 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 that 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,
Branislav, 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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