Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
31/01/2024
|
Slučaj je zatvoren : 20/03/2024
Slučaj je zatvoren
Naša presuda
Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 7 meseci
Prevod
The player from Japan, who had passed the KYC verification, had faced withdrawal issues with his winnings of $109,000 from a Live Casino game. The casino had attributed the issue to 'provider verification.' After extensive communication between the player, the casino, and the Complaints Team, the casino had provided evidence of anomalies during the player's game sessions. The casino had alleged that the player was using automated methods to exploit a flaw in the game, linking him to a group abusing the same flaw across multiple casinos. After reviewing the evidence, we had concluded that the casino had sufficient grounds to confiscate the player's winnings and close his account in accordance with their terms and conditions. Therefore, we had been unable to assist the player further and his complaint was rejected.
Igrač iz Japana, koji je prošao KIC verifikaciju, suočio se sa problemima sa povlačenjem svojih dobitaka od 109.000 dolara iz kazino igre uživo. Kazino je pripisao problem „verifikaciji provajdera“. Nakon opsežne komunikacije između igrača, kazina i tima za žalbe, kazino je pružio dokaze o anomalijama tokom igračkih sesija igrača. Kazino je tvrdio da je igrač koristio automatizovane metode da iskoristi nedostatak u igri, povezujući ga sa grupom koja zloupotrebljava istu grešku u više kazina. Nakon pregleda dokaza, zaključili smo da kazino ima dovoljno osnova da konfiskuje dobitke igrača i zatvori njegov račun u skladu sa njihovim uslovima i odredbama. Zbog toga nismo bili u mogućnosti da dodatno pomognemo igraču i njegova žalba je odbijena.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaše negativno iskustvo sa 500 kazinom. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Možete li da navedete koje vrste igrica ste igrali? Da li su to bili slotovi, kazino igre uživo ili ste učestvovali u sportskom klađenju?
Možete li da nam kažete da li ste prošli punu KIC verifikaciju?
Kada ste poslednji put komunicirali sa korisničkom podrškom i o čemu se radilo?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear fumemo,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 500 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?
Could you kindly advise if you passed the full KYC verification?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Pre nego što nastavimo sa vašom žalbom, prosledite svaku relevantnu komunikaciju između vas i korisničke podrške u vezi sa vašim slučajem veronika.l@casino.guru . Hvala vam.
Before we proceed with your complaint, please forward any relevant communication between you and customer support regarding your case to veronika.l@casino.guru. Thank you.
Hvala vam puno, fumemo, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Adamu ( adam.m@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, fumemo, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Pre istrage, dobili smo znakove i upozorenja koja ukazuju na anomalije tokom određenih rundi/sesije igrača.
Nakon toga smo podigli kartu kod pogođenog provajdera - Evolution.
Otkako smo podigli kartu, istraga je u toku sa njihovog kraja.
Još uvek čekamo odgovor od provajdera igre kako bismo utvrdili da li:
- Runda(e) je počela i završila ispravno
- Bilo je problema/anomalija izazvanih sa strane provajdera tokom runde(a)
- Ili nešto što ne bi odgovaralo nijednom od gornjih opisa.
Kao što pokazuje priloženi dokument – pokrenuli smo ovo pre nekoliko dana i takođe smo pokazali spremnost da ubrzamo proces kako bi se ovo rešilo što je pre moguće.
Dok ništa ne čujemo od Evolucije, ruke su nam vezane i nismo u mogućnosti da preduzmemo akciju.
Srdačan pozdrav
500.Kazino
Hi Casino Guru & Fumeno,
Prior to the investigation, we did receive signs and alerts pointing towards anomalies during the specific rounds / session of the player.
Upon that we did raise a ticket with the affected provider - Evolution.
Since we raised the ticket, there has been an ongoing investigation from their end.
We are still waiting for a reply from the game provider in order to determine if:
- The round(s) started and finished correctly
- There were any issues / anomalies caused from the provider side during the round(s)
- Or something that would not fit any of the above descriptions.
As the attached document shows - we raised this several days ago and have also shown willingness to speed up the process to get this solved as soon as possible.
Until we have heard anything from Evolution, our hands are tied and we are not able to take action.
Iako shvatam da je to frustrirajuća situacija, ništa se ne može postići dok ne saznamo zaključak istrage provajdera igre. Ove istrage mogu da potraju, pa predlažem da sačekate 14 dana, a zatim ponovo proverite da li postoji napredak.
500 Casino, obavestite nas ako u međuvremenu dođe do pomaka.
Srdačan pozdrav,
Adam
Thank you for your response, 500 Casino.
Dear fumemo,
While I appreciate it is a frustrating situation, there is nothing that can be achieved until we know the conclusion of the game provider's investigation. These investigations can take some time, so I suggest allowing 14 days and then checking again to see if there is any progress.
500 Casino, please let us know if there are any developments in the meantime.
Istraga je još u toku kako bi se prikupili svi detalji, ali u ovom trenutku:
Evolution Gaming je zaključio da se igrač kocka koristeći automatizovane metode kako bi pronašao prednost, a ne da bude običan kockar
Postojala je greška u ovoj specifičnoj kazino igri koju je ovaj igrač igrao i omogućila je određeni stepen predvidljivosti ishoda i ovaj igrač je to zloupotrebio
Uspeli smo da povežemo ovog igrača sa organizovanom grupom za zlostavljanje zbog iste greške u više kazina.
Izbrisali smo mu stanje i ugasili njegov nalog zbog ozbiljnog kršenja uslova korišćenja. Njegove radnje su bile 100% zlonamerne, on dobro zna šta radi, ali evo mi vodimo ovaj razgovor.
Hello,
Investigation is still undergoing to gather all details, but at this point:
Evolution Gaming has concluded that the player is gambling using automated methods in order to find an edge rather than being a regular gambler
There was a flaw in this specific casino game this player was playing and it allowed a certain degree of predictability of the outcome and this player was abusing that
We were able to tie this player to an organised abuse group for the same flaw across multiple casinos.
We wiped his balance and terminated his account due to a severe breach of the ToS. His actions were 100% malicious, he knows very well what he's doing, yet here we are having this conversation.
Do sada smo pregledali dokaze koje je kazino pružio i trenutno ne smatramo da su dovoljni u potkrepljivanju razloga kazina za konfiskaciju sredstava igrača. Stoga su zatražene dodatne informacije, pa ću u skladu s tim produžiti tajmer.
Srdačan pozdrav,
Adame
Hello all,
Apologies for my delayed reply.
We have reviewed the evidence provided by the casino so far, and do not currently consider it to be sufficient in supporting the casinos reasons for confiscating the player's funds. Further information has therefore been requested, and I will extend the timer accordingly.
Dobili smo dodatne dokaze iz kazina i o tome se interno raspravlja. Nakon što se informacije u potpunosti pregledaju, objaviću naše zaključke ovde u niti.
Zahvaljujem vam na strpljenju u međuvremenu.
Srdačan pozdrav,
Adame
Dear fumemo,
We have received further evidence from the casino and this is being discussed internally. After the information has been reviewed fully, I will post our conclusions here in the thread.
I thank you for your continued patience in the meantime.
Nakon pregleda dokaza koje je dostavio kazino, moram da vas obavestim da nismo u mogućnosti da vam dalje pomognemo u ovom slučaju. Informacije koje smo primili su dovoljne da podrže odluku kazina da zatvori vaš nalog.
Imajte na umu da odluku možemo doneti samo na osnovu dokaza pri ruci i verujemo da je kazino postupio u skladu sa odredbama i uslovima u ovom slučaju.
Zbog prirode aktivnosti koja je rezultirala ovom odlukom, ne mogu da iznosim detalje, a ova žalba će sada biti odbijena.
Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Adame
Dear fumemo,
After reviewing the evidence provided by the casino, I must inform you that we are unable to assist you any further with this case. The information we have received is sufficient in supporting the casino's decision to close your account.
Please understand that we can only make a decision based upon the evidence at hand, and we believe that the casino has acted in accordance with the terms and conditions in this case.
Due to the nature of the activity that has resulted in this decision, I am unable to share any details, and this complaint will now be rejected.
I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
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