Odgovor od 21prive žalbe tima
„Dragi gospodine Smit,
Pozivamo se na vaš nedavni spor i izvršili smo pregled vašeg naloga.
Napominjemo da ste deponovali koristeći način plaćanja koji ne pripada vama. Skrećemo vam pažnju na klauzulu 7.2 naših uslova i odredbi https://vvv.21prive.com/indek.php?page=terms koja predviđa „Za uplatu možete koristiti samo načine plaćanja registrovane na vaše ime."
Dalje se pozivamo na garancije na koje ste se složili prilikom kreiranja ovog naloga, čiji su delovi uključeni u nastavku:
„4.1 Otvaranjem naloga kod nas i/ili korišćenjem veb stranice potvrđujete, saglasni ste i garantujete da:
• imate važeći bankovni račun ili kreditnu ili debitnu karticu izdatu na vaše ime ili alternativni način plaćanja;
• Vi ste legitimni vlasnik novca koji deponujete i bilo koji novac koji položite na svoj račun nije ukaljan nikakvom nezakonitošću i ne potiče iz bilo koje nezakonite aktivnosti ili izvora;
4.2 U slučaju da je bilo koja od garancija navedenih u klauzuli 4.1 (Registracija vašeg naloga) lažna, vaš ulog će biti izgubljen, a mi nećemo biti u obavezi da isplatimo bilo kakav dobitak. Takođe možemo prijaviti slučaj policiji, roditeljima (u vezi sa maloletnim kockanjem) i odgovarajućem regulatornom organu."
Stoga, iu skladu sa klauzulom 13 naših Odredbi i uslova, preduzete su sledeće radnje:
1. Vaš nalog je trenutno ukinut.
2. Izbačeni ste iz grupe.
3. Depoziti od 500£ su vraćeni izvoru plaćanja iz kojeg su potekli.
Dalje vam skrećemo pažnju na klauzulu 13 naših uslova i odredbi, čiji su izvodi uključeni u nastavku radi lakšeg snalaženja:
„13.2 Zadržavamo pravo da zatvorimo vaš nalog u bilo kom trenutku iz bilo kog razloga.
13.3 Kada ukinemo vaš nalog zbog toga što ste prekršili bilo koji od uslova navedenih u nastavku, poništićemo sve dobitke:
• da ste prekršili bilo koju od vaših garancija
• Ako se dokaže da ste igrali u bilo kom drugom onlajn kazinu u lošoj nameri ili pod bilo kojom od gore navedenih okolnosti."
Imajte na umu da će ako pokušate da otvorite još neke naloge na mreži, oni će biti ugašeni, a sva akumulirana sredstva će biti konfiskovana. Indeks različitih kazina u našoj mreži možete pogledati na sledećem linku: https://vvv.gamblingcommission.gov.uk/public-register/business/detail/domain-names/52894
Uzimajući u obzir vaš spor, napominjemo da odluka doneta u ovom pogledu ostaje nepromenjena.
Ako ostanete nezadovoljni u vezi sa sporom, imate opciju da eskalirate stvar spolja preko našeg dobavljača ADR-a, eCOGRA. Opis procesa usluge eCOGRA ADR dostupan je ovde: https://ecogra.org/forms/adr-dispute-step-1
Pozdravi,
Tim za žalbe"
Oni nisu pružili nikakve dokaze koji bi podržali te neobične tvrdnje. PaiPal račun koji sam koristio za deponovanje sredstava je zaista bio na moje ime i obojica nisu tražili od mene da pružim bilo kakve dokaze da se suprotstave njihovoj tvrdnji i saznali su ove informacije samo kao deo moje žalbe. Zašto ova informacija uopšte nije data da bih mogao da dokažem suprotno? Jednostavno nije dovoljno dobro sugerisati da sam deponovao na neki način plaćanja koji nije moj i ne tražiti bilo kakav dokaz koji bi dokazao da je račun moj. Takođe, namerno zadržavati ovu informaciju do 11. sata uprkos tome što stalno tražim razlog zašto je moj nalog blokiran, a vi svesno imate ove informacije i niste mi ih dali u više navrata je krajnje neiskreno. Nemate pravo da konfiskujete moj dobitak po ovom osnovu jer mi niste dozvolili nikakvu priliku da pružim bilo kakav dokaz koji bi sugerisao da račun pripada meni. Nisam imao pojma da je ovo tvoj loš izgovor jer me ni u jednom trenutku nisi savetovao.
Kazino guru, možete li da komentarišete ovo?
Srdačan pozdrav
Aron
Reply from 21prive complaints team
"Dear Mr Smyth,
We reference your recent dispute and have undertaken a review of your account.
We note that you deposited using a payment method that does not belong to you. We draw your attention to clause 7.2 of our terms and conditions https://www.21prive.com/index.php?page=terms which provides "You may only use payment methods registered in your own name to make deposits."
We further reference the warranties you agreed to when creating this account, excerpts of which have been included below:
"4.1 By opening an account with us and/or by using the Website you acknowledge, agree and warrant that you:
• have a valid bank account or credit or debit card issued in your name or alternative payment method;
• you are the legitimate owner of the money you deposit and any money that you deposit into your account is not tainted with any illegality and does not originate from any illegal activity or source;
4.2 In the event of any of the warranties outlined in clause 4.1 (Registering Your Account) being false, your stake will be forfeited, and we shall not be obliged to pay any winnings. We may also report the matter to the police, parents (in relation to underage gambling) and the appropriate regulatory authority."
Therefore, and in accordance with clause 13 of our Terms and Conditions, the below actions were taken:
1. Your account was terminated with immediate effect.
2. You were banned from the group.
3. The deposits of £500 were returned to the payment source it originated from.
We further draw your attention to clause 13 of our terms and conditions, excerpts of which have been included below for ease of reference:
"13.2 We reserve the right to close your account at any time for any reason.
13.3 Where we terminate your account due to you breaching any of the terms as set out below, we shall void any winnings:
• you are in breach or any of your warranties
• If it’s proven that you have played at any other online casino in bad faith or under any of the circumstances set out above."
Kindly note that if you attempt to open any further accounts on the network they will be terminated, and any funds accumulated will be confiscated. An index of the various casinos within our network can be viewed at the following link: https://www.gamblingcommission.gov.uk/public-register/business/detail/domain-names/52894
Having considered your dispute, we note that the decision taken in this respect remains unchanged.
Should you remain dissatisfied in relation to a dispute, you have the option to escalate the matter externally via our ADR provider, eCOGRA. A process description of the eCOGRA ADR service is available here: https://ecogra.org/forms/adr-dispute-step-1
Regards,
Complaints Team"
They have not provided any evidence to support those outlandish claim. The PayPal account I used to deposit my funds was indeed in my name and they both did not ask me to provide any evidence to counter their claim and only found out this information as part of my complaint. Why was this information not provided in the first place so I could have had an opportunity to prove otherwise? It's simply not good enough to suggest I've deposited under a payment method that's not my own and not ask for any supporting evidence to prove the account is mine. Also to withhold this information deliberately until the 11th hour despite me continuously asking for a reason as to why my account had been blocked and you knowingly having this information and not providing it to me on multiple occasions is extremely disingenuous. You have no right to confiscate my winnings on this basis as you've not allowed me any opportunity to provide any evidence to suggest the account belongs to me. I had no idea this was your poor excuse as at no point did you advise me.
Casino guru, please can you comment on this?
Kind regards
Aaron
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