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24Slots Casino - Igrač zahteva zatvaranje naloga.
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Poslato:
04/09/2024
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The player from Spain struggled with a gambling addiction and had been trying to close his account since August 25th. Despite communicating his issues and requesting closure after losing 1000€, the casino had not yet acted on his requests. The Complaints Team confirmed that the self-exclusion request was only sent to the correct email on September 2nd, and the account was subsequently closed on September 9th. The complaint was ultimately rejected due to the player not utilizing the correct email address regarding the self-exclusion request.
Igrač iz Španije se borio sa zavisnošću od kockanja i pokušavao je da zatvori svoj račun od 25. avgusta. Uprkos tome što je saopštio svoje probleme i zatražio zatvaranje nakon gubitka 1000€, kazino još nije reagovao po njegovim zahtevima. Tim za žalbe je potvrdio da je zahtev za samoisključivanje poslat na tačnu e-poštu tek 2. septembra, a nalog je kasnije zatvoren 9. septembra. Žalba je na kraju odbijena jer igrač nije koristio tačnu adresu e-pošte u vezi sa zahtevom za samoisključivanje.
Ja sam zavisnik od kockanja i na lečenju sam, ali sam otvorio ovaj račun i igrao sa 1000€, posebno pre dva dana. Od 25. avgusta tražim zatvaranje računa. Razgovarao sam sa njima, objašnjavajući da imam zavisnost i ozbiljan problem, ali oni nisu zatvorili nalog uprkos našim razgovorima i mojim skromnim zahtevima. Rekao sam im da imam anksioznost, da sam izgubio sve i da mi je potrebno da to zatvore jer nisam mogao da prestanem.
I am a gambling addict and I'm undergoing treatment, but I opened this account and played with 1000€, especially two days ago. I have been requesting the account closure since August 25th. I have spoken with them, explaining that I have an addiction and a serious problem, yet they have not closed the account despite our conversations and my humble requests. I told them I had anxiety, had lost everything, and needed them to close it because I couldn't stop.
Soy ludópata, estoy en tratamiento pero abrí esta cuenta y jugué 1000€, sobretodo hace dos días, llevo solicitando desde el 25 de agosto el cierre, he hablado con ellos que tengo una adicción y un grave problema y no han cerrado la cuenta a pesar de las conversaciones y pedírselo humildemente que tenía ansiedad, había perdido todo que cerrasen que no podía parar.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa kazinom 24Slots.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Našao sam sledeće adrese podrške na veb lokaciji kazina:
customerassist@24slots.com
customercare@24slots.com
Da li ste kontaktirali kazino putem e-pošte koristeći oba? Da li ste pokušali da kontaktirate kazino ćaskanje uživo nakon što vaš zahtev nije ispunjen?
Da li ste dobili bilo kakav odgovor iz kazina?
Ako ste dobili bilo kakav odgovor od podrške kazina, prosledite ga na moju e-poštu na tomas@casino.guru
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 Juan2287,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Slots Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
I found the following support addresses on the casino's website:
customerassist@24slots.com
customercare@24slots.com
Have you contacted the casino via email using both? Have you tried to contact the casino live chat after your request was not fulfilled?
Have you received any response from the casino whatsoever?
If there is any response you received from the casino support please forward it to my email at tomas@casino.guru
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.
Pre svega, želeo bih da vam se zahvalim na vašoj ljubaznosti i tretmanu koji sam dobio. Od 23. avgusta tražim da zatvorim nalog zbog problema zavisnosti koji imam. Ova komunikacija je uvek putem ćaskanja i odgovor koji dobijam je da pošaljem e-poštu na dve adrese koje ste spomenuli.
I to je ono što sam uradio automatski, nikada mi nisu odgovorili, a moja komunikacija sa njima je bila svakodnevna putem ćaskanja i zamolio sam ih iz ljudske milostinje, a oni su odgovorili samo tako što su čekali mejlove ili ih poslali ponovo zbog veliki obim zahteva.
Čak su mi dali bonuse da nastavim da igram i od danas, 05/09, moj nalog je i dalje otvoren.
Hvala vam puno
Good morning,
First of all, I would like to thank you for your kindness and the treatment I have received. I have been asking since August 23 to close my account due to the addiction problem I have. This communication is always via chat and the response I receive is always to send an email to the two addresses you mentioned.
And that is what I did automatically, they have never answered me, and my communications with them have been daily via chat and I asked them please out of human charity, and they only responded by waiting for the emails or sending it again due to the high volume of requests.
They even gave me bonuses to continue playing and as of today, 05/09, my account is still open.
Thank you very much
Buenos días,
Lo primero agradecerte la amabilidad y el trato recibido, le cuento llevo desde el 23 de agosto pidiendo encarecidamente que cierren mi cuenta por el problema de adicción que tengo, está comunicación es siempre vía chat y la respuesta recibida es siempre mandé un correo a las dos direcciones que usted menciona.
Y eso es lo que hacía automáticamente, nunca me han contestado, y mis comunicaciones con ellos han sido diarias por chat y se lo pedía por favor por caridad humana, y solo respondían espere a los correos o mándalo de nuevo por el alto volumen de peticiones.
Incluso me daban bonos para seguir jugando y a día de hoy 05/09 mi cuenta sigue abierta.
Puno vam hvala, Juan2287, što ste dali potrebne informacije. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.v@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, Juan2287, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Kao što je navedeno u našim Uputstvima i uslovima, postoji precizan vremenski okvir za rešavanje takvih slučajeva, kao i činjenica da igrač treba da podnese svoj zvanični zahtev na adresi naznačenoj za tu svrhu ( customercare@24slots.com ), uključujući razlog i željeni period za navedeno isključenje, tokom kojeg igrač preuzima isključivu odgovornost za aktivnost naloga.
Igrač je poslao zvaničan zahtev za samoisključivanje 2. septembra, a kasnije 9., nakon što je prošao standardnu KIC proveru, udovoljili smo mu želju i trajno isključili nalog.
pozdrav,
24Slots Casino tim
Dear Michal,
As outlined in our T&C there is specified timeframe for handling such cases, as well as the fact that the player should submit their official request at the designated for that purpose address (customercare@24slots.com), including reason and desired period for the referred exclusion, during which the player takes sole responsibility for the account activity.
The player has sent their official request for self-exclusion on the 2nd of Sep, and later on the 9th, after passing the standard KYC check, we have granted his wish and excluded the account permanently.
To je laž, preko ćaskanja i mejlova kao što vidite u priloženom dokumentu, tražio sam 25. avgusta i već je bilo nekoliko mejlova koje su imali
That is a lie, through chat and emails as you can see in the attached document, I requested it on August 25 and there were already several emails that they had
Eso es mentira, mediante chat y correos como pueden ver en el documento que adjunto, lo solicité el 25 de agosto y ya eran varios los correos que tenian
Iz dostavljenih dokaza, mogu potvrditi izjavu kazina da je prva e-poruka poslata na tačnu adresu e-pošte ( customercare@24slots.com ) bio je 2. septembra. Ako imate bilo kakve poruke e-pošte koje su poslate pre tačne adrese, podelite ih sa nama.
Možete li mi reći kada ste tačno dobili odgovor da prođete KIC proceduru i kada ste tačno dali potrebna dokumenta?
Dear Juan2287,
From the provided evidence, I can confirm the casino's statement that the first email sent to the correct email address (customercare@24slots.com) was on the 2nd of September. If you have any emails that were sent prior to the correct address, please share them with us.
Can you tell me when exactly did you get an answer asking you to pass the KYC procedure, and when exactly did you provide the necessary documents?
Pre svega, u svojim četovima su mi rekli adresu na koju treba da pošaljem zahtev za zatvaranje naloga. Ako su mi dali različite imejl adrese, nisam ja kriv.
Kao što vidite, 25. sam zatražio povlačenje koristeći adresu e-pošte navedenu u razgovorima za ćaskanje. Inače, zašto bih pisao tamo ako se to ne pojavljuje na vašoj stranici?
Što se tiče KIC procedure, ovo je prva vest koju imam da je potrebno zatvoriti nalog, traže od mene verifikaciju da prouče moj refund kao što možete videti u priloženom imejlu.
I kao što vidite, oni su ti koji se "igraju" sa svojim različitim imejlovima, a poslednji je primljen 21. 09. da još proučavaju moj refund.
Mislim da je prošlo mesec dana otkako je ovo pitanje počelo i ništa nije jasno i nisu rešili problem. U subotu sam dobio da još proučavaju pitanje i ništa ne razumem. Molim vas pomozite mi da ovo rešim.
Jednostavno sam sledio uputstva data u ćaskanju tražeći zatvaranje od 25. avgusta, putem ćaskanja.
Good morning,
First of all, in their chats they told me the address where I should send my request to close my account. If they gave me different email addresses, it is not my fault.
As you can see, on the 25th I requested my withdrawal by using the email address provided in the chat conversations. Otherwise, why would I write there if it doesn't appear on your page?
Regarding the KYC procedure, this is the first news I have that it is necessary to close the account, they ask me for the verification to study my refund as you can see in the attached email.
And as you can see, they are the ones who "play" with their different emails, the last one being received on 09/21 that they are still studying my refund.
I think it's been a month since this issue started and nothing is clear and they haven't resolved the problem. On Saturday I received that they were still studying the issue and I don't understand anything. Please help me solve this.
I simply followed the instructions given in the chat requesting the closure from August 25th, via chat.
Buenos días,
Lo primero ellos en sus chats me indicaban la dirección donde debía mandar que solicito el cierre de cuenta, si me indican correos diferentes no es mi culpa.
Como pueden ver el día 25 solicitó mi baja al correo que me indican en las conversaciones del chat, sino porque voy a escribir allí sino aparece en su página?
En cuanto al procedimiento KYC, es la primera noticia que tengo que es necesario para cerrar la cuenta, ellos me piden la comprobación para estudiar mi reembolso como pueden ver en el correo que adjunto.
Y como pueden ver ellos mismos son los que "juegan" con sus diferentes correos, siendo el último recibido el día 21/09 que siguen estudiando mi reembolso.
Creo que va hacer un mes con este asunto y no hay nada claro ni resuelven el problema, el sábado recibí que seguían estudiando el asunto y no entiendo nada. Ruego me ayuden a solucionar esto
Yo simplemente me ceñi a sus indicaciones dadas en el chat solicitando el cierre desde el día 25 de Agosto, vía chat.
Dodao bih da, kako mi prvo kažu da se račun ne može zatvoriti bez depozita, podstiču vas da igrate bez obzira na sve.
I kao što vidite kasnije, imejl koji mi daju da zatvorim je support@, a ne onaj koji naznače za kupca, tako da je jasno da se igraju sa adresama e-pošte koje su dali kada im odgovara da zahtevaju zatvaranje naloga.
I would like to add that, as they first tell me that the account cannot be closed without a deposit, they encourage you to play no matter what.
And as you can see later, the email they give me to close is support@, not the one they indicate for customer, so it is clear that they play with the email addresses provided when it suits them to request account closures.
Me gustaría añadir como primero me indican que no se puede cerrar la cuenta sin depósito, fomentan que juegues si o si.
Y como se puede ver luego el correo que me dan para cerrar es support@ no como el que indican de customer, entonces queda claro que juegan con las direcciones de email facilitadas cuando les conviene para solicitar los cierres de las cuentas.
Napravio sam grešku kada sam postavio screenshot, izvinite, ali su mi u odgovoru tražili KFC 5. septembra i 6. prvog jutra sve je poslato.
I made a mistake when I posted a screenshot, sorry, but in response they asked me for the KFC on September 5th and on the 6th, first thing in the morning, everything was sent.
Me equivoqué al poner una screenshot perdón, a su respuesta me pidieron el kFC el 5 de septiembre y el 6 a primera hora estaba todo enviado.
Pošto smo utvrdili da je tačan zahtev za samoisključivanje poslat kazinu 2. septembra, od vas je zatraženo da dostavite KIC dokumente 5. septembra, koje ste dostavili sledećeg dana. Nakon ovoga, vaš nalog je zatvoren 9. septembra. Iako bi bilo sjajno da je proces brži, verujemo da je kazino zatvorio vaš nalog u prihvatljivom vremenskom periodu. Vikend se u ovo vreme, naravno, ne računa.
Međutim, činjenica da dobijate reklamne poruke definitivno nije tačna. Dragi 24Slots kazino, možete li nam objasniti zašto je igrač dobio reklamnu ponudu iako je samoisključen?
Dear Juan2287,
Since we've established that the correct self-exclusion request was sent to the casino on the 2nd of September, you were asked to provide the KYC documents on the 5th of September, which you provided the following day. After this, your account was closed on the 9th of September. Although it would be great if the process was faster, we believe that the casino has closed your account in an acceptable time period. The weekend is not counted to this time, of course.
However, the fact that you are receiving advertising messages is definitely not correct. Dear 24Slots Casino, can you explain to us why did the player receive an advertising offer even though he is self-excluded?
Imajte na umu da, uz samoisključivanje, kazina imaju politike koje treba poštovati, što znači da šalju pravilno formatirane zahteve na ispravne adrese e-pošte. Ako igrač ne ispunjava ove uslove, zahtevi za samoisključivanje se ne smatraju validnim. Kazina imaju posebne adrese e-pošte za ove svrhe, tako da mogu efikasno pomoći igračima u njihovim zahtevima za samoisključivanje, a ovi zahtevi se jasno razlikuju od svih ostalih osnovnih e-poruka koji se svakodnevno dostavljaju na imejl za podršku. Ovo dodatno potkrepljuje i činjenica da čim ste poslali zahtev na ispravnu imejl adresu, dobili ste odgovor u razumnom roku, a od vas je zatraženo da ispoštujete proceduru samoisključenja tako što ćete dostaviti svoje dokumente.
E-mail na koji se stalno pozivate, od 25. avgusta, nije poslat na tačnu e-mail adresu, pa se zahtev ne smatra validnim.
Dear Juan2287,
Please note that, with self-exclusion, casinos have policies that need to be followed, meaning sending properly formatted requests to the correct email addresses. If a player does not meet these requirements, the self-exclusion requests are not considered valid. The casinos have specific email addresses for these purposes, so they can efficiently help players with their self-exclusion requests, and these requests are clearly distinguishable from all of the other basic emails that are being delivered to the support email every day. This is further supported by the fact that as soon as you sent your request to the correct email address, you got a reply in a reasonable amount of time, and you were asked to follow the self-exclusion procedure by providing your documents.
The email you keep referring to, from the 25th of August, was not sent to the correct email address, therefore the request is not considered valid.
To nije slučaj. Ako mi kažu da pošaljem mejl na adresu koju su naveli u ćaskanju, šaljem je na tu. Šta da im kažem? Hej, to nije tačno? Kao što vidite, upućuju me na drugu da zatvorim nalog.
That's not the case. If they tell me to send an email to the address they indicated in the chat, I send it to that one. What do I say to them? Hey, that's not correct? As you can see, they direct me to another one to close my account.
Eso no es así si ellos me dicen que envié un correo a la dirección que me indican en el chat lo envío a ese, que les digo oye ese no es correcto? Como pueden ver ellos me dirigen a otro para cerrar mi cuenta
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hvala vam puno i izvinite zbog neprijatnosti. Znam da se nećete odazvati i smatram da je to izgubljeno, ali znam da vas nije briga što je ljudima teško zbog ovakve bolesti. Čak dobijam i mejlove da će mi dati bonuse ako ne zatvorim račun, da je to fantastična prilika, samo im je stalo da iskoriste i podignu što više.
Kao što rekoh, hvala na tretmanu, izvinite na neprijatnostima i utrošenom vremenu.
Thank you very much and sorry for the inconvenience caused. I know that you will not respond and I consider it lost, but I know that you do not care that people are having a hard time due to an illness like this. I even receive emails saying that they will give me bonuses if I do not close the account, that it is a fantastic opportunity, they only care about taking advantage and raising as much as possible.
As I said, thank you for the treatment, sorry for the inconvenience and time spent.
Muchas gracias y disculpar las molestias ocasionadas, se que no darán respuesta y lo doy por perdido, pero se que les da igual que la gente lo esté pasando mal por una enfermedad como está, llego a recibir emails diciendo que me dan bonos sino cierro la cuenta, que es una fantástica oportunidad, solo les importa aprovecharse y recaudar lo máximo posible.
Lo dicho gracias por el trato, disculpar las molestias y tiempo invertido
Važno je još jednom istaći činjenicu da je račun isključen i da će tako ostati.
Što se tiče bonus ponude na koju se korisnik pozvao, snimak ekrana prikazuje nejasne informacije i ne odnosi se na bilo koji datum. Za svaki slučaj da smo se uverili da igraču neće biti poslate marketinške ponude.
S tim u vezi verujemo da će stvar biti rešena na našoj strani, jer su sve naše radnje u skladu sa našim T&C.
Srdačan pozdrav,
24Slots Casino tim
Dear Michal,
It is important to once again outline the fact that the account is excluded and will remain so.
Regarding the bonus offer that the user has referred to, the screenshot shows vague information, and does not refer to any date. Just in case we have made sure that there will be no marketing offers sent to the Player.
With that we believe the matter to be resolved on our end, as all our actions are in accordance to our T&C.
Vidi, nema veze, i ti i Realspin radite isto više od 15 dana da zatvarate račune, ne odgovarate, nudite bonuse i ako ih ne žele, ostavljaju ih u slučaju da nastave da polažu novac, ja samo se nadam da ljudi saznaju kakva su kladionica i BEZ licence i da ne igraju više tamo, ja sam kod tebe već izgubio 1000€ ili više a nemaš ljudski kvalitet, sve iskorištavaš.
Look, it doesn't matter, both you and Realspin work the same for more than 15 days to close accounts, not respond, offer bonuses and if they don't want them, they leave them in case they continue to deposit money, I just hope that people find out what kind of betting house they are and WITHOUT a license and don't play there anymore, I already lost €1000 or more with you and you have no human quality, you take advantage of everything.
Mira da igual, tanto ustedes cómo realspin trabajan igual más de 15 días en cerrar cuentas, no responder, ofrecer bonos y sino los quieren lo dejan por si sigue depositando dinero, solo espero que se entere la gente del tipo de casa de apuestas que son y SIN licencia y no jueguen más allí, yo ya perdí con ustedes 1000€ o más y no tienen calidad humana, se aprovechan de todo
Rešeno je jer čuvate moj novac i iskorištavate probleme ljudi, tako da je lako reći da je rešeno, ali se nadam da pravda to zaista može da reši i iznad svega da se niko drugi ne igra sa vama.
It is resolved because you keep my money and take advantage of people's problems, so it is easy to say it is resolved, but I hope that justice can truly resolve it and above all that no one else plays a cent with you.
Está resuelto porque os quedáis con mi dinero y os aprovecháis de los problemas de la gente, así es fácil decir está resuelto, pero espero que la justicia pueda resolverlo de verdad y sobretodo que nadie más jueguen ni un céntimo con ustedes
I baš kao i Realspin, 20 dana nakon zahteva za zatvaranje nalog je i dalje otvoren, nudi bonuse i ucene da se ne zatvori, ništa ne poštuju niti dozvoljavaju samoisključivanje.
And just like Realspin, 20 days after requesting the closure the account is still open, offering bonuses and blackmail to not close it, they do not respect anything nor do they allow self-exclusion.
Y al igual que Realspin, 20 días después de solicitar el cierre la cuenta sigue abierta, ofreciendo bonos y chantajes para no cerrarla, no respetan nada ni dejan autoexcluirse
Kao što sam pomenuo u prethodnim odgovorima, postoje određene procedure koje je trebalo poštovati, što se u ovom slučaju nije dogodilo. Tačna adresa e-pošte za zahteve za samoisključivanje je jasno pomenuta u uslovima i odredbama kazina:
" 3.22.3. Kupac potvrđuje, saglasan je i prihvata da je procedura za samoisključivanje sa brendom sledeća: Ako kupac želi da bude samoisključen sa 24slots.com, on/ona treba da nas kontaktira na sledeće email adresa: customercare@24slots.com "
Kao što sam ranije pomenuo, nakon slanja e-pošte na ispravnu adresu, ceo proces samoisključenja je završen u razumnom roku.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear Juan2287,
As I have mentioned in my previous replies, there are certain procedures that needed to be followed, which did not happen in this case. The correct email address for self-exclusion requests was clearly mentioned in the casino's term and conditions:
"3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from 24slots.com, he/she needs to contact us on the following email address: customercare@24slots.com"
As I have previously mentioned, after sending an email to the correct address, the whole self-exclusion process was completed in a reasonable amount of time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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