Min oplevelse med dette casino var dårlig.
Indsatte omkring EUR 100, rullede det over uden bonusser/kampagner, opnåede en fortjeneste, anmodede om tilbagetrækning af den første indbetaling.
Under KYC-verifikationsproceduren blev jeg bedt om at uploade en selfie 5 gange, fordi min albue ikke var helt synlig / min arm var ikke helt synlig - det var lidt ydmygende og latterligt. Især i betragtning af det faktum, at på KYC-delen af webstedet er dette krav ikke klart angivet.
Under KYC-proceduren skal du være proaktiv og bede kundeservice kontrollere, om alle dokumenter er uploadet - hvis du ikke gør det, vil de afvise dine dokumenter for at forlænge tilbagetrækningsprocessen.
Efter at KYC var fuldført, blev min hævning på EUR ~100 behandlet efter 13 dage. Dette er alt for langt, og jeg opfatter det - givet klagerne indgivet af kunderne på casinoguru - som en måde at forlænge tilbagetrækningsprocessen på, så kunden annullerer dem og mister pengene :)
Muligheden "Ansvarlig spil" er ikke tydeligt synlig - du skal scrolle på siden, gå ind i "Ansvarlig spil sektion" nederst, læse afsnittet og klikke på et lille link for at indstille indbetalingsgrænser, afkølingsperioder etc.
Endelig er kundeservicen ikke behjælpelig - da jeg adskillige gange spurgte om min hævning, fik jeg de samme copy-paste formler som "Økonomiafdelingen har brug for mere tid" "Det er jeg ked af at høre. Vær venligst tålmodig" og så på.
Min udbetaling blev endelig behandlet, men jeg besluttede at lukke kontoen permanent og udelukke mig selv. Jeg ved ikke, om min sag var en kantsag (sandsynligvis ikke), men hvis dette er en standardpraksis fra deres side - anbefaler jeg bestemt ikke at spille i dette casino.
Hilsen :)
My experience with this casino was bad.
Deposited around EUR 100, rolled it over without bonuses / promotions, made a profit, requested withdrawal of the initial deposit.
During the KYC verification procedure I was asked to upload a selfie 5 times, because my elbow was not fully visible / my arm was not fully visible - it was kind of humiliating and ridiculous. Especially given the fact, that on the KYC section of the site this requirement is not clearly stated.
During the KYC procedure you have to be proactive and ask customer service to check if all the documents are uploaded - if you do not do so, they will reject your documents in order to prolong the withdrawal process.
After the KYC was complete my withdrawal of EUR ~100 was processed after 13 days. This is way too long and I perceive that - given the complaints filed by the clients on casinoguru - as a way to prolong the withdrawal process, so that the customer cancels them and loses the money :)
The "Responsible gaming" option is not clearly visible - you have to scroll the site, enter the "Responsible gaming section" at the bottom, read the section, and click on a small link in order to set deposit limits, cool-off periods etc.
Finally, the customer service is not helpful - when I asked several times about my withdrawal, I was given the same copy-paste formulas like "The financial department needs more time" "I am sorry to hear that. Please be patient" and so on.
My withdrawal was finally processed, but I decided to close the account permanently and self-exclude myself. I don't know if my case was an edge case (probably not), but if this is a standard practice from their side - I definitely do not recommend playing in this casino.
Regards :)
Hej,
Tak fordi du tog dig tid til at give feedback, som vi kan bruge til at forbedre vores produkt og service.
Jeg er ked af at se, at det ser ud til, at du havde en negativ oplevelse, mens du forsøgte at bekræfte din konto og hæve dine gevinster. Jeg forstår, at KYC-processen til tider kan være frustrerende, men det er et lovkrav som en del af vores licens. Jeg vil se nærmere på de scenarier, du nævnte med hensyn til selfie og så videre, for at se, hvad der skete her, og hvordan dette element kan forbedres. Jeg vil også arbejde sammen med teamet for at forbedre informationen på stedet, så kunderne bedre forstår, hvad der kræves.
Jeg forstår, at din konto allerede er selvudelukket baseret på dit svar, men for at gennemgå dette mere detaljeret vil du være i stand til at sende os en e-mail på support@bitdreams.com med den e-mail, der blev brugt på din Bitdreams-konto. Du kan give e-mailen navnet 'Casino Guru Follow Up' og nævne i e-mailen, at dette er til opmærksomhed for Oliver, Customer Relationship Manager.
Med dine kontooplysninger vil jeg være i stand til fuldt ud at gennemgå alt og tage de nødvendige skridt.
Endnu en gang tak for feedback.
Oliver.
Hey,
Thank you for taking the time to leave some feedback which we can use to improve our product and service.
I'm sad to see that it appears you had a negative experience while trying to verify your account and withdraw your winnings. I understand the KYC process can be frustrating at times but it is a legal requirement as part of our licence. I will look into the scenarios you mentioned with regards the selfie and so on to see what happened here and how that element can be improved. I will also work with the team to improve the information on site so customers will better understand what is required.
I understand your account is already self excluded based on your response but in order to review this in more detail would you be able to email us at support@bitdreams.com with the email used on your Bitdreams account. You can title the email 'Casino Guru Follow Up' and mention in the email this is for the attention of Oliver the Customer Relationship Manager.
With your account information I will be able to fully review everything and take the necessary steps.
Again thank you for the feedback.
Oliver.