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.
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21/12/2022
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Slučaj je zatvoren : 08/02/2023
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The player from Nigeria had his account blocked without further explanation. The player used a payment method belonging to another person, so the account verification cannot be completed. In addition, this payment method was previously used in the casino in another casino account. Although it could be just a mistake, in combination with other circumstances and the data provided by the casino, we have reasonable grounds to believe we are talking about fraudulent actions performed by more than 1 casino account. Therefore, in this case, we agree with the casino's decision and we are closing the complaint as unjustified.
Igraču iz Nigerije blokiran je nalog bez daljeg objašnjenja. Igrač je koristio način plaćanja koji pripada drugoj osobi, tako da se verifikacija naloga ne može završiti. Pored toga, ovaj način plaćanja je ranije korišćen u kazinu na drugom kazino nalogu. Iako bi to mogla biti samo greška, u kombinaciji sa drugim okolnostima i podacima koje daje kazino, imamo razumne razloge da verujemo da govorimo o lažnim radnjama koje je izvršilo više od 1 kazino naloga. Stoga, u ovom slučaju, slažemo se sa odlukom kazina i zatvaramo žalbu kao neopravdanu.
Ja sam igrač iz Nigerije, sa ID-om igre 17745543 Registrovao sam se na 1vin KLADOČIONICI i napravio 2 uspešna povlačenja, iako kurs nije bio tačan, pa sam odlučio da uplatim u američkim dolarima da izbegnem komplikacije.....moj omiljena kazino igra je porker holdem.
Dobio sam poziv od igrača u jednoj od mojih grupa za igre na Telegramu od strane Nigerijca da igram takmičenje u svinjaču u kazinu 1vin, prihvatio sam, uspeo sam da iskoristim 7 dolara da osvojim 35 dolara od drugog protivnika, igrali smo na različitim stolovima i mnogo ruku.....ali 1vin je odbio da mi plati, i ograničio me da igram svinjske turnire.....Ja sam ozbiljno igrao na 888starz i mostbet kazinu bez problema.
Pitao sam korisničku podršku da li mogu da prođem proces verifikacije pre nego što počnem da igram, ali su rekli da nije neophodno da ću biti pitan kad god im to bude trebalo.
Ponizno tražim intervenciju kazino gurua po ovom pitanju, hvala!
Hello there,
I am a player from Nigeria,with the game I.D 17745543 I registered on 1win BOOKMAKER and have made 2 successful withdrawals,although the exchange rate wasn't correct, so I decided to deposit in US dollars to avoid complications.....my favourite casino game is porker holdem.
I got an invite from a player in one of my gaming groups on Telegram by a fellow Nigerian to play a porker competition on 1win casino, I accepted, I managed to use $7 to win $35 from the other opponent, we played on different tables and many hands.....but 1win had refused to pay me, and restricted me from playing porker tournaments.....I have severely played on 888starz and mostbet casino without problems.
I asked the customer service if I can undergo verification process before I begin playing, but they said it's not necessary that I will be asked anytime they needed me to.
I humbly asks casino guru's intervention on this matter, thank you!
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju. Možete li da nam kažete pre koliko vremena ste registrovali svoj nalog i da li ste uspešno završili verifikaciju naloga? Da li je vaš nalog potpuno blokiran ili ste samo izbačeni sa turnira?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Abadul,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Is your account blocked completely or you were banned from the tournament only?
Hvala vam puno na odgovoru, otvorio sam nalog za otprilike 2 meseca od sada, nalog nije bio potpuno blokiran, još uvek mogu da se prijavim ali više ne mogu da igram turnir niti da povlačim svoja sredstva.... Juče je odeljenje bezbednosti poslalo poruka u kojoj se traži moja dokumentacija da bi se omogućila verifikacija.
Poslaću razgovor na vašu e-poštu.
Hvala vam.
Srdačan pozdrav.
Dear Petronela,
Thank you so much for your response, I opened the account about 2 months from now, the account wasn't blocked completely,I can still logging but can no longer play the tournament nor withdraw my funds....yesterday the security department sent me a message asking for my documents to enable carryout verification.
Hvala ti, Abadul, na prosleđenoj komunikaciji. Čini se da je potrebno da dovršite dodatnu verifikaciju naloga. Molimo vas da pratite uputstva za kazino, pošaljite sva tražena dokumenta što je pre moguće i obavestite me o svim daljim dešavanjima.
Thank you, Abadul, for the forwarded communication. It seems like to need to complete additional account verification. Please follow the casino instructions, send all the requested documents at your earliest convenience, and keep me informed about any further developments.
Kazino mi je poslao mejl u kojem se navodi da sam prekršio pravilo, rekli su da imam više naloga ili da nisam koristio nalog za igranje, a možda koristim softver za automatizaciju dobitaka.... koji nisam koristio nijedan.
Iako sam dobio ovaj telefon sa tržišta ne kao nov, ovde u Nigeriji ponekad dodamo novac da bismo dobili bolji telefon, ili kada smo švorc prodamo svoj telefon i dobijemo manji i dobijemo novac!
Verovatno se neko već registrovao na ovom telefonu bez mog znanja!
Molim treba mi tvoja pomoć!
Hello there,
The casino sent me a mail stating that I violated a rule,they said I had multiple accounts or didn't used the account for playing rather might be using software to automate winnings....which I didn't use any.
Although I got this phone from the market not as a new one, here in Nigeria we sometimes add money to get a better phone,or when we are broke we sell our phone and get a lesser one and get paid!
Probably someone might have already registered on this phone without my knowledge!
Ali vaš nalog je verifikovan u prošlosti, zar ne? Dobijali ste isplate iz ovog kazina pre ovog spornog, je li tako? Možete li proslediti bilo kakvu relevantnu komunikaciju na KSKSKSKSKS0@email.kkkkk ?
But your account has been verified in the past, correct? You received withdrawals from this casino before this disputed one, is that right? Could you please forward any relevant communication to petronela.k@casino.guru?
Puno vam hvala, Abadul, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti kolegi Branislavu ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Abadul, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Žao mi je što čujem za vašu situaciju. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika 1vin kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi 1vin Casino timu,
Možete li nam dati detaljnije objašnjenje situacije igrača? Koje korake igrač treba da preduzme da deblokira nalog? Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoju odluku relevantnim dokazima?
Podatke je moguće podeliti direktno ovde, uz vaš odgovor, ili slanjem na moju e-mail adresu ( branislav.b@casino.guru ).
Unapred hvala na pružanju informacija.
Hello, Abadul,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear 1win Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Ne razumem.... ne može se žaliti!! Nemam kreiran višestruki nalog na vašoj platformi, i ako ste slučajno pronašli drugi nalog registrovan sa istim IP-om, onda vam garantujem da nisam ja, možda je neko drugi slučajno, iako nisam prva osoba koja je koristila ovo telefon, možda korisnik pre mene možda ima.
Nisam se registrovao na ovaj sadašnji telefon, ali pošto sam se prijavio na njega, nisam se prijavio na drugi uređaj ako se ne varam.
I dao sam svoje lične podatke na proveru.
Osim toga, nisam uzeo vaše bonuse i nisam slučajno manipulisao dobicima na drugom nalogu, samo sam igrao....pobeđivao i gubio se....
Ne vidim razlog zašto bi moj nalog bio blokiran pošto sam igrao pošteno.
Molimo vas da još jednom razmotrite ovu situaciju i preispitate svoju odluku.
Pozdravi.
Dragi branislave,
Molimo vas da uključite svoj uvid o ovom pitanju.
Srdačan pozdrav.
Hello 1win,
I don't understand....cannot be appealed!! I do not have a multiple account created on your platform, and if by chance you found another account registered with the same I.P then I guarantee you it's not me maybe it's someone else by accident, although I'm not the first person to use this phone,maybe the user before me may have.
I didn't register with this present phone actually but since I logged in with it,I haven't logged in on another device if I'm not mistaken.
And I gave my personal details for verification.
Besides I didn't take your bonuses and didn't by chance manipulated winnings with another account, I was only playing....winning and losses occurred....
I see no reason why my account should be blocked since I played fairly.
Please look into this situation once again and reconsider your decision.
Iskreno, napravio sam grešku, ne znam kako ćete ovo da pogledate.
Greškom sam zalepio adresu novčanika korisnika/klijenta umesto svog, iskreno ne znam.😭
Zanima me P2P razmene/transakcije kriptovaluta.
Pregledajući svoj screenshot i novčanik sa adresom koji sam koristio za pokretanje povlačenja, upravo sam shvatio da nije moj, zalepio sam u tuđi novčanik sa adresom.
Ovo je više kao blagoslov, neko drugi bi dobio moje povlačenje i to je moglo biti gore.
1vin kazino može da prođe kroz moja prethodna povlačenja i igre, nemam nameru da kršim pravila.
Ovo je zaista greška, molim vas, morate da budete ljubazni i pažljivi.🙏
Ako kazino pogleda ovo, shvatiće da je to moje prvo povlačenje koristeći adresni novčanik, i to može dokazati moju iskrenost...to je zaista greška.
Iskreno se izvinjavam zbog svoje greške i biću veoma opomenut.
Srdačan pozdrav.
S poštovanjem Abadul.
Hello dear all,
Sincerely I made a mistake, I don't know how you guys will look into this.
I mistakenly pasted a custumer's/client's address wallet instead of mine, I honestly do not know.😭
I am into cryptocurrency P2P exchanges/transactions.
Going through my screenshot and adress wallet that I used to initiate withdrawals,I just realized it wasn't mine, i pasted in someone else's adress wallet.
This is more like a blessing, someone else would have gotten my withdrawals and that could have been worse.
1win casino can go through my previous withdrawals and games,I have no intention to breach the rules.
This is truly a mistake, please I need you guys to be kind and considerate.🙏
If the casino will look into this, they'll realise it's my first withdrawal using the adress wallet, and this can prove my sincerity...it is truly a mistake.
I sincerely appologize for my mistake and will be very cautioned.
Hvala vam, 1vin Casino tim, na e-poruci i datim podacima.
Dragi Abadul,
Nije problem što ste pogrešili adresu novčanika. Postoji problem da je ova adresa novčanika već ranije korišćena na drugom kazino nalogu. U kockarnicama je strogo zabranjeno korišćenje tuđeg načina plaćanja. Da ste ranije primetili i obavestili kazino da ste napravili grešku, to bi bilo prihvatljivo. Ali, nema šanse da se ovakva kombinacija slova i cifara koristi samo greškom, posebno ako je reč o postojećem novčaniku. Štaviše, nakon dubljeg pregleda dostavljenih podataka iz kazina, saznao sam da je vlasnik adrese e-pošte povezane sa nalogom koji je prethodno koristio isti način plaćanja imao vrlo sličnu žalbu na casino.guru sa drugim kazinom. Imejl adresa sa povezanog naloga mi je bila poznata jer sam rešio pomenutu reklamaciju.
Možete li to, molim vas, nekako racionalno da objasnite? Šta je bio razlog za promenu valute računa? Kako je moguće da ste koristili isti način plaćanja kao drugi igrač u istom kazinu?
Greetings all,
I am sorry for the delayed reply.
Thank you, 1win Casino Team, for your email and the provided data.
Dear Abadul,
It is not a problem that you have mistaken a wallet address. There is a problem this wallet address was already used in another casino account before. It is strictly forbidden in casinos to use someone else's payment method. If you had noticed earlier and notified the casino that you made a mistake, it would have been acceptable. But, there is no chance to use such a letter-digits combination only by mistake, especially if we are talking about the existing wallet. Moreover, after a deeper review of the provided data from the casino, I found out that the owner of the email address connected with the account that previously used the same payment method had a very similar complaint on casino.guru with another casino. The email address from the connected account was familiar to me because I solved the mentioned complaint.
Can you please somehow rationally explain it? What was the reason for changing the account currency? How is it possible that you used the same payment method as another player in the same casino?
Morao sam da promenim valutu svog naloga jer sam dobijao pogrešnu stopu, pa sam poslao e-poštu kazinu i poslao poruku podršci preko aplikacije i na Telegramu.
Podrška mi je rekla da promenim valutu u dolarski račun i izvršim depozit, i to je bila dobra ideja da bi se izbegle komplikacije, takođe se ne može igrati svinjetina u nairi, mora biti u dolarima.
Ispod je snimak ekrana poruke, datum kada sam im poslao je na stranici.
Što se tiče adrese novčanika, ranije sam pomenuo da se bavim kupovinom i prodajom kripto valuta, nije lako ukucati cifre bez greške, tako da ih morate kopirati i nalepiti, na kraju sam greškom zalepio klijentovu adresu novčanika misleći da sam ja kopirao svoje.
U osnovi obavljam ove transakcije sa svojim kolegama iz škole, prijateljima, porodicom i sa onima na koje sam upućen.
Možete se povezati sa drugom osobom (žalba koju ste rešili) i pitati je da li je izvršila transakciju sa mnom, siguran sam da će svedočiti.
Vrlo je moguće da osoba sa kojom poslujem/poslujem ima nalog sa 1vin i koristi novčanik sa istom adresom za isplate.
Svi smo mi ljudi i dužni smo da pravimo greške, čak i sami kazino greše, biće nepravedno ne uzeti u obzir moju grešku, pošto nisam pokušavao da prevarim kazino.
Poštovani, nadam se da je ovo objašnjenje dovoljno.
Thank you for your response,
Dear branislav,
I had to change my account's currency because I was getting paid at a wrong rate, so I emailed the casino and messaged the support via the app and on Telegram.
The support told me to change the currency to dollar account and make deposit,and it was a good idea in order to avoid complications, also one cannot play porker in naira,it has to be in usd.
Below is the screenshot of the message,the date I messaged them is on the page.
About the wallet adress, I mentioned earlier that I'm into buying and selling of crypto currencies, it is not easy to type in the digits without making mistakes,so one have to copy and paste them, I eventually mistakenly pasted a client's adress wallet thinking I copied mine.
I basically do these transactions with my co-school mates,friends,families and with those that I was referred to.
You can connect with the other person (the complaint you solved), and ask them if they've made a transaction with me,I'm sure they'll testify.
It is very possible that the person i business/transact with has an account with 1win and uses thesame adress wallet for withdrawals.
We are all human beings and bound to make mistakes, even casino themselves make mistakes, it will be unfair not to consider my mistake, since I wasn't trying to cheat the casino.
Možete li mi dati informacije o tome koje ste načine plaćanja koristili za depozite i koje metode plaćanja za isplate u 1vin kazinu?
Da li ste svesni da deljenje sredstava između 2 ili više igrača (ili deponovanje sredstava od drugog igrača na vaš račun) krši odredbe i uslove kazina?
Dear Abadul,
Thank you for your email and explanation.
Can you provide me with the information on what payment methods did you use for deposits and what payment methods for withdrawals in 1win Casino?
Are you aware that sharing funds between 2 or more players (or depositing the funds from another player to your account) breaches the casino's Terms and Conditions?
Sve što kažem je da sa ljubaznošću pogledate moju situaciju....ovo je greška koju sam napravio prilikom isplate, nemam lošu nameru prema kazinu, ne pokušavam da kradem iz kazina, i Ne koristim nepravednu prednost protiv kazina.
Dragi 1vin tim,
Oprostite.🙏
S poštovanjem,
Abadul.
Greetings all,
Dear branislav and 1win team,
All I'm saying is for you to look into my situation with kindness....this is a mistake I made during withdrawals, I do not have a bad intention towards the casino, I am not trying to steal from the casino, and I am not using an unfair advantage against the casino.
Nakon interne diskusije sa mojim timom i prikupljanja svih potrebnih informacija, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – koristili ste tuđi način plaćanja za isplatu. Igrači su u obavezi da koriste samo načine plaćanja na svoje ime. Iako bi to mogla biti samo greška, u kombinaciji sa drugim okolnostima i podacima koje daje kazino, imamo razumne razloge da verujemo da govorimo o lažnim radnjama koje je izvršilo više od 1 kazino naloga. Uspešna verifikacija je takođe neophodna da biste mogli da povučete sredstva sa svog kazino naloga. Pošto ste zatražili povlačenje na način plaćanja koji pripada drugoj osobi, jasno je da nećete proći KIC. Stoga se u ovom slučaju slažemo sa odlukom kazina.
Žao nam je, nismo bili u mogućnosti da vam pomognemo sa ovim, ali molimo vas da nas kontaktirate ubuduće ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše rad kazina. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Abadul,
After an internal discussion with my team and gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you used someone else's payment method for a withdrawal. Players are obliged to use only payment methods in their name. Although it could be just a mistake, in combination with other circumstances and the data provided by the casino, we have reasonable grounds to believe we are talking about fraudulent actions performed by more than 1 casino account. A successful verification is also a must to be able to withdraw any funds from your casino account. Since you requested a withdrawal to the payment method belonging to another person, it is clear you would fail to pass the KYC. Therefore, in this case, we agree with the casino's decision.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
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