The player from Manitoba had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After 15 days, it was confirmed that the player finally received the winnings. We marked the complaint as resolved in our system and expressed our willingness to assist with any future challenges.
Igrač iz Manitobe je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Posle 15 dana potvrđeno je da je igrač konačno dobio dobitak. Označili smo žalbu kao rešenu u našem sistemu i izrazili smo spremnost da pomognemo u svim budućim izazovima.
Imam nerešena povlačenja iz ovog kazina već 12 dana. Nikakva akcija se nije dogodila, oni nastavljaju da daju iste unapred pripremljene odgovore o tome da je „u redu" i „razumeju moju frustraciju", sajt tvrdi da je potrebno 3-5 radnih dana, i oni su to znatno premašili.
Ne znam šta da radim da izvučem svoj novac sa ovog užasnog sajta. I ja sam zabrinut, jer će verovatno tražiti od mene da verifikujem svoj nalog posle toliko vremena, što će još duže odložiti! Pokušao sam da unapred verifikujem svoj nalog za koji kažu da trenutno nije potreban.
Molim vas pomozite.
I have had pending withdrawals from this casino for now 12 days. No action has occurred, they keep providing the same canned responses about that it's "in queue" and they "understand my frustration" the site claims 3-5 business days, and they have well exceeded that.
I dont know what to do to get my money out of this terrible site. I am concerned as well, as they will likely ask me to verify my account after all this time, which will delay it even longer! I have tried to preemptively verify my account which they say is not required at this time.
Please help.
Dear mike2576,
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.
zdravo,
Oni i dalje ne pružaju nikakvu stvarnu pomoć. Njihova podrška i dalje laže putem poruka da je obrađena i da je sistem plaćanja odložen. Sledeći agent za podršku kaže da je blizu završetka. Kada tražim bilo kakav realan vremenski okvir, ili bilo koju moguću informaciju koja bi ukazivala kada će to popraviti. Oni daju pripremljene besmislice koje ne pružaju nikakvu stvarnu pomoć.
Sada smo na 14 dana. Obavestite me koji su sledeći koraci.
Hello,
They continue to provide no actual assistance. Their support continues to lie via messaging saying that it's been processed, and the payment system is delayed. The next support agent says it's near completion. When I ask for any realistic timeline, or any possible info that would indicate when they will fix it. They provide a canned nonsense response that provides no actual assistance.
We are now at 14 days. Please let me know what the next steps are.
Dear mike2576,
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.
Poslali su ga danas posle 15 dana konačno
They sent it today after 15 days finally
Dragi mike2576,
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 mike2576,
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.
