Kazina sa iznad prosečnim indeksom sigurnosti obično imaju dobar ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. Igranje u kazinima sa iznad prosečnim indeksom sigurnosti uopšteno je sigurno.
Poslato:
31/01/2024
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Slučaj je zatvoren : 29/02/2024
Slučaj je zatvoren
Naša presuda
Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 8 meseci
Prevod
The player from India had a pending withdrawal of 6525923.96 rupees dating back to 22/12/2023, which hadn't been processed in over a month. The player's account had been blocked 62 days prior and despite providing the necessary documents, the account remained blocked. The casino had claimed that the player violated clause 9.7 of their terms and conditions, which included fraudulent activities such as multi-accounting and abuse of loyalty programs. The player had denied these accusations. We had invited the casino to help resolve the issue, but they responded that the complaint was a duplicate. Based on evidence provided, we concluded that the player had breached the casino's terms and conditions by having multiple accounts. The complaint was closed as unjustified.
Igrač iz Indije je imao na čekanju povlačenje od 6525923,96 rupija od 22.12.2023., koje nije obrađeno više od mesec dana. Nalog igrača je blokiran pre 62 dana i uprkos dostavljanju neophodnih dokumenata, nalog je ostao blokiran. Kazino je tvrdio da je igrač prekršio klauzulu 9.7 njihovih odredbi i uslova, koji su uključivali lažne aktivnosti kao što su višestruki računi i zloupotreba programa lojalnosti. Igrač je negirao ove optužbe. Pozvali smo kazino da pomogne u rešavanju problema, ali su oni odgovorili da je žalba duplikat. Na osnovu pruženih dokaza, zaključili smo da je igrač prekršio odredbe i uslove kazina time što je imao više naloga. Žalba je zaključena kao neopravdana.
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.
Da li ste u prošlosti uspešno podizali novac iz kazina?
Možete li potvrditi da ste prošli KIC verifikaciju?
Da li ste sakupili svoj dobitak uz pomoć bonusa?
Možete li, molim vas, da objavite snimak ekrana zahteva za povlačenje kako su prikazani na vašem kazino nalogu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear telecomkg36,
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.
Have you made any successful withdrawals from the casino in the past?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
Could you please post a screenshot of the withdrawal requests as they are displayed in your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Naša služba bezbednosti je izvršila sveobuhvatnu i objektivnu proveru vašeg naloga za igru rajagupt01@gmail.com i na osnovu njegovih rezultata izveštavamo sledeće.
Istovremeno vas obaveštavamo da u skladu sa tačkom 9.7. Pravila korišćenja sajta, odeljak Opšti uslovi i odredbe (u daljem tekstu Pravila), ako kladioničar izvrši lažne radnje protiv kladionice (više naloga, korišćenje softvera za automatizaciju klađenja, igranje u arbitražnim situacijama, ako igrački račun se ne koristi za postavljanje opklada, zloupotrebu programa lojalnosti i sl.), kladionica zadržava pravo da spreči takve lažne radnje otkazivanjem opklada i zatvaranjem računa za igru učesnika klađenja.
Dakle, u skladu sa kršenjem tačke 9.7. račun za igru rajagupt01@gmail.com je blokiran i ne može se vratiti.
Imajte na umu da će nakon ponovne registracije vaš nalog za igru biti blokiran bez prethodnog obaveštenja.
S poštovanjem, 1vin team.
Hello!
Our security service has carried out a comprehensive and objective check regarding your game account rajagupt01@gmail.com and, based on its results, we report the following.
At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.
Thus, in accordance with the violation of clause 9.7. game account rajagupt01@gmail.com has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice.
Hvala vam puno, telecomkg36, na pružanju potrebnih informacija. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, telecomkg36, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hvala Aakash što nam je pružio sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim 1vin Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo zašto je nalog igrača blokiran i šta možemo da uradimo da pomognemo u rešavanju ovog problema.
Hvala vam!
Hello there,
Thank you Aakash for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Na osnovu jasnih i očiglednih dokaza, uključujući poklapanje ličnih podataka, zatvaramo ovu žalbu kao neopravdanu zbog kršenja uslova i odredbi kazina – postoje razumni razlozi da verujemo da govorimo o više naloga koje koristi 1 osoba ili tajni dogovor, a ne samo korišćenje tuđih načina plaćanja, ali čak i deljenje nekoliko načina plaćanja u okviru različitih kazino naloga. Sve navedeno znači ozbiljno kršenje pravila kazina.
Bio bih vam zahvalan ako ne napravite više naloga i koristite našu uslugu da ponovo podnesete žalbu u vezi sa istim problemom. Verujem da je situacija detaljno objašnjena i da nećemo menjati svoj stav po tom pitanju.
Srdačan pozdrav,
Petar
Based on the clear and obvious evidence including personal information matches, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion, and not just use of someone else's payment methods, but even sharing several payment methods within different casino accounts. All stated means a serious breach of the casino's rules.
I would appreciate if you didn't make multiple accounts and use our service to file a complaint about the same issue again. I believe the situation has been explained thoroughly and we will not change our stance on the matter.
Kind regards,
Peter
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