Igraču iz Njemačke uskraćen je dobitak iz brojnih razloga, uključujući registraciju iz ograničene zemlje i davanje lažnih podataka prilikom registracije. Igrač je mogao opravdati sve ove optužbe
The player from Germany had his winnings withheld for numerous reasons including registration from a restricted country and providing false data while registering. The player was able to justify all these accusations
Igraču iz Njemačke uskraćen je dobitak iz brojnih razloga, uključujući registraciju iz ograničene zemlje i davanje lažnih podataka prilikom registracije. Igrač je mogao opravdati sve ove optužbe
Zdravo. 3. novembra 2020. godine položio sam ukupno 10100 eura na 5plusbet, jer je na vašoj web stranici ocijenjeno kao "vrlo dobro". Po prvi put u životu imao sam zaista sreće i jako sam pobijedio na NetEnt slotu "Dead or Alive II". Ali kada sam zatražio povlačenje, rečeno mi je da ću samo vratiti depozit i da će moj neto iznos od 64947 eura (skoro 65.000!) Biti poništen.
Prvo, dobio sam sljedeći razlog: dao bih lažnu adresu e-pošte. Ali to nije bila istina. Činjenica je da je moja registrirana adresa e-pošte postala neaktivna. Registrovao sam svoj račun 5plusbet nekoliko mjeseci ranije i nisam bio svjestan da je moja registrirana adresa e-pošte postala neaktivna kada sam igrao 3. novembra.
Imam dokaz da sam tražio od 5plusbet da ažurira moju e-adresu na novu e-adresu kada sam saznao da je moja registrovana adresa postala neaktivna. Svaki igrač bi trebao biti u mogućnosti ažurirati svoju adresu e-pošte (jer ponekad promijenimo adresu e-pošte). Ali 5plusbet je odbio ažurirati moju adresu e-pošte !!
Umjesto toga, smislili su novi razlog da mi ponište pobjedu: Sad su mi rekli da mi neće biti dozvoljeno da igram na 5plusbetu kao njemački igrač. Ali činjenica je da Njemačka nije bila navedena na njihovoj listi ograničenih zemalja. Bilo bi lako da njihov softver blokira moju registraciju kad sam ušao na njemačku adresu. 5plusbet je prihvatio moju registraciju iz Njemačke, mojih 10k depozita i moje igranje nekoliko dana! Ali onda, nakon velike pobjede, poništili su moju pobjedu.
Konačno, 5plusbet je podnio treći zahtjev da poništi moju pobjedu: 2020. sam se isključio iz kazina s licencom MGA. Ali regulator je kasnije odbio tu zahtjev. Dakle, ukupno je 5plusbet nastavio tražiti tvrdnje kako poništiti moju veliku pobjedu. Ovo nije ono što bi pošteni kazino trebao raditi!
Budući da je 5plusbet odbio da mi plati dobitak, već sam kontaktirao regulator Antillephone u Curacau. Regulator mi nikada nije poslao odluku, ali posrednik me obavijestio da regulator nije podržao obrazloženje Odgovornog igranja kao osnov za zatvaranje računa, ali da bi bila dovoljna "početna pogrešna adresa e-pošte", kao i ja kao stanovnik Njemačke razlog za poništavanje moje pobjede. Ovo je vrlo, vrlo nepravedno !!
Što se tiče moje adrese e-pošte: Regulatoru sam poslao dokaz da je moja adresa e-pošte zaista postala neaktivna. Ne mogu ga ponovno aktivirati jer YAHOO više ne reciklira neaktivne adrese e-pošte. Ali imajte na umu: 5plusbet zahtijeva provjeru e-pošte tijekom postupka registracije, što zapravo dokazuje da je moja registrirana adresa e-pošte bila aktivna adresa, a ne "pogrešna adresa" kako je 5plusbet i regulator to sročio. Čini mi se da regulator ne dovodi u pitanje tvrdnje koje je izneo operater kasina.
Što se tiče mog njemačkog prebivališta: Siguran sam da regulatori u Curacau dobro znaju da igrači iz cijele Njemačke igraju u mnogim kazinima pod njihovom licencom. Ne bi bilo pošteno da regulator tolerira igru svih OVIH IGRAČA s jedne strane, ali u isto vrijeme dopušta da 5plusbet poništava MOJA DOBITA s druge strane. Ovo bi bila dvostruka igra koja operateru omogućava da BESPLATNO ROLIRA Njemačke igrače odbijanjem da plati bilo kog značajnijeg pobjednika. Ili bih trebao imati pravo na dobitak na 5plusbetu, ili bi hiljadama (!) Njemačkih igrača trebalo vratiti novac.
Moramo se uvijek sjetiti: Poslovni model kazina je ponuditi pošteno kockanje, zaraditi novac od šansi koje su uvijek naklonjene kasinu, ali i isplatiti novac u rijetkim slučajevima kada igrač pobijedi !! Primarni posao bilo kog regulatora je da regulira kazino ako pokušava zaraditi dodatni novac neplaćanjem svojih rijetkih dobitnika. Trenutno regulator na Curacau ne ispunjava ovaj posao.
Podnosim ovu žalbu, jer bi svi trebali biti svjesni da 5plusbet prihvaća depozite njemačkih igrača, ali ih ne isplaćuje u slučaju velike pobjede! Napomena: Nisam prihvatio nijednu bonus ponudu. Ovih 64947 eura sam osvojio svojim deponovanim novcem.
Molimo vas da mi pomognete u primanju moje pobjede. Neko bi ovde mogao da mi pomogne. Moja jedina opcija je obavijestiti cijelu industriju kockanja da se ovdje događa ogromna nepravda. To mogu učiniti objavljivanjem ove nepravde na mnogim internetskim platformama. Nadam se da će operater i regulator popustiti ako pritisak postane previsok. Moja poruka: Ovaj slučaj baca vrlo slabo svjetlo na 5plusbet i na regulator Antillephone u Curacau.
Sačuvao sam sve e-adrese i razgovore koje sam imao sa 5plusbetom i mogu ih podijeliti s vama. Hvala ti!
Hello. On November 3rd, 2020, I deposited a total of 10100 Euro at 5plusbet, because it is rated as "very good" on your website. For the first time in my life I was really lucky and won very big at the NetEnt Slot "Dead or Alive II". But when I requested a withdrawal, I was told that I will only receive my deposit back and that my net win amount of 64947 Euro (almost 65k!) will be voided.
First, I was given this reason: I would have provided a false email address. But that was not true. Fact is that my registered email address had become inactive. I had registered my 5plusbet account several months before, and I was not aware that my registered email address had become inactive when I played on November 3rd.
I have proof that I had asked 5plusbet to update my email address to a new email address when I became aware that my registered address had become inactive. Every player should be able to update his email address (because we sometimes change an email address). But 5plusbet refused to update my email address!!
Instead they came up with a new reason to void my win: Now they told me that I would not be allowed to play at 5plusbet as a German player. But fact is that Germany was not listed in their list of restricted countries. It would have been easy for their software to block my registration when I entered my German address. 5plusbet had accepted my registration from Germany, my 10k deposits, and my game play for several days! But then, after winning big, they voided my win.
Finally, 5plusbet made a third claim to void my win: I had self-excluded from an MGA-licensed casino in 2020. But this claim was turned down later by the regulator. So, in total, 5plusbet kept searching for claims of how to void my big win. This is not what a fair casino should be doing!
Since 5plusbet refused to pay my win, I already contacted the regulator Antillephone in Curacao. The regulator never sent a ruling to me, but a mediator informed me that the regulator did not support the reasoning of Responsible Gaming as ground for account closure, but that the "initial wrong email address" as well me being a German resident would be sufficient reason to void my win. This is very, very unfair!!
Regarding my email address: I sent proof to the regulator that my email address had indeed become inactive. I cannot reactivate it because YAHOO does not recycle inactive email addresses anymore. But please note: 5plusbet requires email verification during the registration process, which actually proves that my registered email address was an active address and not a "wrong address" as 5plusbet and the regulator phrase it. It seems to me that the regulator is not thoroughly questioning the claims made by the casino operator.
Regarding my German residency: I am sure that the regulators in Curacao are well aware that players from all over Germany do play in many casinos under their license. It wouldn’t be fair if the regulator tolerates the game play of all THESE PLAYERS on the one hand, but at the same time lets 5plusbet void MY WINNNGS on the other hand. This would be a double play that effectively allows the operator to FREE ROLL German players by refusing to pay any significant winner. Either I should be entitled to receive my win at 5plusbet, or thousands (!) of German players should be refunded their deposits.
We must always remember: The business model of a casino is to offer fair gambling, to make money from the odds that are always in favor of the casino, but also to pay out money in the rare event that a player wins!! It is the primary job of any regulator to regulate a casino if it tries to make additional money from not paying its rare winners. Currently, the regulator in Curacao is not fulfilling this job.
I am submitting this complaint, because everyone should be aware that 5plusbet accepts deposits from German players, but does not pay them in case of a big win! Please note: I did not accept any bonus offer. I won these 64947 Euro with my own deposited money.
Please assist me in receiving my win. Someone should be able to help me here. My only option is to inform the whole gambling industry that a tremendous injustice is happening here. I can do this by making this injustice public on many internet platforms. I hope that the operator and the regulator will give in if the pressure becomes too high. My message: This case casts a very poor light on 5plusbet and on the regulator Antillephone in Curacao.
I have saved all emails and chats that I had with 5plusbet, and I can share them with you. Thank you!
Dragi Hans,
Hvala vam što ste podnijeli žalbu i proslijedili svu relevantnu komunikaciju i snimke zaslona. Prvo, dozvolite mi da vam čestitam na sjajnoj pobjedi. Kontaktirat ćemo kasino i zatražiti njihovu suradnju u rješavanju vašeg problema, ali, prije nego što to učinimo, možete li nas savjetovati da li je vaš račun u potpunosti potvrđen u prošlosti?
Nadam se da ćemo vam moći pomoći da što prije riješite ovaj problem. Unaprijed se zahvaljujem na odgovoru.
Srdačan pozdrav,
Petronela
Dear Hans,
Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. Foremost, allow me to congratulate you on your great win. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if your account has been fully verified in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dobar dan Petronela,
hvala ti. Da, moj račun je u potpunosti potvrdio 5plusbet. Čak imam dokaz da mi je 5plusbet ovjerio njemački pasoš. Dakle, 5plusbet je dobro znao da sam njemački stanovnik, ali nisu blokirali moj račun još 3 dana! A onda su me optužili da sam igrao iz "zabranjene zemlje", iako Njemačka nije na njihovoj listi "zabranjenih zemalja". To nije prihvatljivo. 5plusbet je mogao blokirati moj račun putem softvera za registraciju ili najkasnije nakon ovjere njemačkog pasoša. Ali pustiti igrača da nastavi polagati i igrati i gubiti tri dana, a ne plaćati ako pobijedi veliko - ovo je "ponašanje crnih ovaca"! Poslaću vam dokaz putem e-maila, Petronela. Na koju adresu e-pošte mogu poslati dokaz da biste ga dobili?
Istina je: Prva tvrdnja kompanije 5plusbet da poništi moj dobitak bila je moja navodno "lažna" adresa e-pošte. Dao sam dokaz da moj e-mail nije "lažan", već neaktivan. Takođe sam dostavio dokaz da je 5plusbet ODBIO da ažurira moju neaktivnu adresu e-pošte na aktivnu na moj zahtjev. Svaki igrač bi trebao biti u mogućnosti ažurirati svoju adresu e-pošte u bilo koje vrijeme.
Zatim, kad je 5plusbet primijetio da je njihova prva tvrdnja možda preslaba, počeli su me optuživati da sam stanovnik Njemačke. Dakle, njihova druga tvrdnja da poništavaju moj dobitak bila je ta da sam igrao iz ograničene države. Ali činjenica je: Njemačka nije navedena kao "zabranjena" na njihovoj web stranici, dok druge zemlje jesu. I tu je još više kao što sam već naglasio: 5plusbet je potvrdio moj njemački pasoš tri dana prije i NISU mi blokirali račun zbog njemačkog prebivališta. Hiljade Nijemaca igraju u kasinima sa dozvolom za Curacao, i regulator je toga svjestan. Ili svi ovi njemački igrači moraju dobiti povrat novca, ili bih ja imao pravo dobiti svoju pobjedu na 5plusbetu.
Tada je 5plusbet započeo potragu za mojom adresom e-pošte na Internetu i pronašao kazino u kojem sam se ranije isključio. Stoga su postavili treći zahtjev: Moji dobici su ništavni jer sam se samoisključio iz drugog kasina. Ali posrednik (da sam u međuvremenu već zatražio pomoć) obavijestio me je da mu je regulator u Curaçaou potvrdio da razlog odgovornog igranja nije podržan kao osnova za zatvaranje računa. Ovaj dokaz ću vam poslati i e-poštom. Također sam obaviješten da ostala dva zahtjeva (moja navodno "lažna" adresa e-pošte i moje njemačko prebivalište) i dalje stoje. U stvari, dobro je poznato da se zatvaranje računa u kazinima sa licencom Curacao ne prenosi na druge operatore. Ako je moja pobjeda poništena zbog Odgovornog igranja, tada bi trebalo vratiti novac svim igračima koji su se jednom samoisključili iz drugog kasina.
I baš jučer - još uvijek ne mogu vjerovati - 5plusbet je iznio četvrti zahtjev: imao bih više računa na 5plusbet. Pa, imam dokaz da mi je 5plusbet SAVJETIO I DOZVOLIO da igram s drugim računom, nakon što sam ih zamolio da promijene valutu mog prvog računa s Rubela na Euro. Budući da ova promjena valute nije bila moguća, 5plusbet je blokirao moj račun Rubel i zatražio da igram sa svojim Euro računom. Dakle, 5plusbet mi je dao dozvolu da igram s tim računom na kojem sam napokon imao veliku pobjedu! Ponovo ću vam poslati ovaj dokaz e-poštom.
SAŽETAK: Kao što lako možete vidjeti, 5plusbet očajnički dolazi sa jednim slabim zahtjevom za drugim da poništi moju veliku pobjedu. Nikad mi nisu čestitali kao ti, Petronela. Oni su samo tražili načine kako poništiti tu pobjedu. Recite mi, je li ovo što bi trebao raditi pošteni kazino ??? Ako pobijedim za stolom u Las Vegasu, bi li primarna briga kazina bila poništiti moju pobjedu ??? Što bi radili svi ostali igrači ako vide da se ovo događa ??? Želim da sav svijet zna šta se ovde događa. I mogu se samo nadati da regulator vidi da je to doista "ponašanje crnih ovaca". Inače, ova će priča baciti vrlo, vrlo loše svjetlo na regulator Antillephone, kao i na kompletnu industriju igara na sreću Curacao! Prilično sam siguran da regulator ne želi da se to dogodi.
Priča je: 5plusbet nudi kazino igre. Deponirao sam puno novca i igrao samo sa svojim deponovanim novcem. Na kraju sam pobijedio (nakon što sam izgubio gotovo 10.000 eura!), Ali 5plusbet mi ne plaća. Imao sam rizik da izgubim sve depozite (10.000 eura). Operator uvijek ima rizik da neki igrači pobjede protiv šansi. Ne bi bilo pošteno da se 5plusbet oslobodi ovog rizika.
Dobra stvar je što sam svaki razgovor i svaku e-poštu koju sam imao sačuvao sa 5plusbet. Čak sam i sačuvao kompletnu istoriju igara! Ovo je moj savjet svim igračima koji igraju na Curacau: Sačuvajte sve što možete, tako da se možete boriti za svoja prava.
Neka pravda prevlada u ovom slučaju!
Hello Petronela,
thank you. Yes, my account was fully verified by 5plusbet. I even have proof that 5plusbet had verified my German passport. So, 5plusbet was well aware that I am a German resident, but they did not block my account for another 3 days! And then they accused me of having played from a "restricted country", although Germany is not on their list of "restricted countries". This is not acceptable. 5plusbet could have blocked my account through their registration software or after having verified my German passport, at the very latest. But letting a player continue to deposit and play and lose for three days, and not paying if he wins big - this is "black-sheep-behavior"! I will send my proof to you by email, Petronela. To which email address can I send the proof so that you will receive it?
The truth is: 5plusbet's first claim to void my winnings was my supposedly "false" email address. I provided proof that my email was not "false", but inactive. I also provided proof that 5plusbet REFUSED to update my inactive email address to an active address upon my request. Every player should be able to update his email address at any time.
Then, when 5plusbet noticed that their first claim might be too weak, they started accusing me of being a German resident. So, their second claim to void my winnings was that I had played from a restricted country. But fact is: Germany is not listed as "restricted" on their website, while other countries are. And there is more as I already pointed out above: 5plusbet had verified my German passport three days before and they had NOT blocked my account due to my German residency. Thousands of Germans play at Curacao-licensed casinos, and the regulator is well aware of that. Either all these German players must be refunded, or I should be entitled to receive my win at 5plusbet.
Then, 5plusbet started searching for my email address on the internet and found a casino where I had self-excluded in the past. So, they put up a third claim: My winnings are void because I had self-excluded from another casino. But a mediator (that I already asked for help in the meantime) informed me that the regulator in Curacao confirmed to him that the reason of Responsible Gaming is not supported as ground for account closure. I will send this proof to you, too, by email. I was also informed that the other two claims (my supposedly "false" email address and my German residency) still stand. As a matter of fact, it is well known that account closures at Curacao-licensed casinos do not carry over to other operators. If my win were voided because of Responsible Gaming, then all players should be refunded who once self-excluded from another casino.
And just yesterday - I still can't believe it - 5plusbet came up with a fourth claim: I would have multiple accounts at 5plusbet. Well, I have proof that 5plusbet ADVISED and ALLOWED me to play with a second account, after I had asked them to change the currency of my first account from Rubel to Euro. Since this currency change was not possible, 5plusbet blocked my Rubel account and asked me to play with my Euro account. So, 5plusbet gave me permission to play with that account where I finally had my big win! Again, I will send this proof to you by email.
IN SUMMARY: As you can easily see, 5plusbet is desperately coming up with one weak claim after another to void my big win. They never congratulated me as you just did, Petronela. They were only looking for ways of how to void that win. Tell me, is this what a fair casino should be doing??? If I win at a table in Las Vegas, would it be the primary concern of the casino to void my win??? What would all the other players do if they see this happen??? I want all the world to know what is going on here. And I can only hope that the regulator sees that this is indeed a "black-sheep-behavior". Otherwise, this story will cast a very, very poor light on the regulator Antillephone and on the complete Curacao gaming industry, too! I am pretty sure that the regulator does not want this to happen.
The story is: 5plusbet offers casino games. I deposited a lot of money and played only with my own deposited money. I eventually won (after having lost almost 10k Euro!), but 5plusbet is not paying me. I had the risk of losing all my deposits (10k Euro). The operator always has the risk that some players win against the odds. It would not be fair if 5plusbet were freed from this risk.
The good thing is that I had saved every single chat and every email that I had with 5plusbet. I even saved my complete game history! This is my advice to all players playing in Curacao: Save everything that you can, so that you can fight for your rights.
Let justice prevail in this case!
Hvala vam puno, Hans, što ste pružili sve potrebne informacije. Sada ću vašu žalbu prenijeti na kolegu Jozefa koji će vam biti u pomoći. Možete mu direktno proslijediti svu relevantnu komunikaciju ili snimke zaslona ( jozef.k@casino.guru )
Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti vidjeti kako se vaš problem rješava na vaše zadovoljstvo.
Thank you very much, Hans, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. You can forward all the relevant communication or screenshots to him directly (jozef.k@casino.guru)
I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo Hans.
Izuzetno cijenim što ste podijelili svoja iskustva s timom Casino Gurua. Sada ćemo pokušati stupiti u kontakt s kasinom.
Hello Hans.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Dragi tim casina 5plusbet.
Hvala vam na saradnji u ovom slučaju. Produžujem tajmer za 7 dana. Molimo vas da nas obavijestite ako vam treba daljnji vremenski period.
Dear 5plusbet Casino team.
Thank you for your cooperation in this case. I am extending the timer by 7 days. Please, let us know if you need further time period.
Budući da je slučaj proslijeđen tijelu za izdavanje dozvola, zaključujemo žalbu u skladu s tim. Kad postoje nove informacije, ažurirat ćemo i ovu nit.
Since the case was transferred to the licensing authority we are closing the complaint accordingly. When there is any new information we will also update this thread.
Ponovo smo otvorili ovu žalbu prema zahtjevu igrača. Željeli bismo ovom slučaju dati još jednu šansu da se riješi i pomogne objema uključenim stranama da donesu zadovoljavajući zaključak.
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Dragi tim casina 5plusbet.
Mogu li vas zamoliti za više informacija? Možete li objasniti koji su razlozi za osvajanje konfiskacije? Jeste li dobili konačnu odluku od regulatornog tijela?
Imajte na umu da ako želite, možemo ga označiti kao privatni (nevidljiv za javnost).
Dear 5plusbet Casino team.
May I ask you to provide us with more information? Could explain what were the reasons for winning confiscation? Have you received any final decision from the regulatory?
Please, be aware that if you wish, we can mark it as private (invisible for the public).
Dragi tim casina 5plusbet.
Hvala na odgovoru. Budući da regulator nije odlučio od decembra, željeli bismo mu pružiti priliku i pronaći više informacija. Jeste li nam spremni pružiti više informacija?
Dear 5plusbet Casino team.
Thank you for your reply. Since the regulatory has not decided since December, we would like to give it a chance and find more information. Are you open to provide us with more info, please?
Dragi tim casina 5plusbet.
Da, mogu potvrditi da sam primio ovu e-poštu, sadrži potvrdu da su primili zahtjev igrača i razgovor putem e-pošte između vlasti, Thepogga i 5plusbet casino tima. Nakon dubinske procjene s timom Casino.Guru, složili smo se da tamo navedeni razlozi još uvijek ne vrijede za oduzimanje dobitaka u slučaju igrača.
Čak i s činjenicom da se igrač možda ponašao nepravilno u drugim kazinima, još uvijek nije dovoljno osnova da ga ne isplati u vašem kasinu ako su dobici bili legitimni. Na primjer, kada neko počini zločin i dovrši kaznu (igrač je prekršio Uvjete i pravila u kazinu i bio kažnjen), on se sada može relativno slobodno kretati bez straha da će biti uhapšen (igrač bi trebao moći igrati u drugim kazinima bez da bude kažnjen za stari grijesi).
Ali prije nego što donesemo bilo kakve zaključke, možete li nam objasniti koju nepravednu prednost je igrač stekao dok je igrao u vašem kasinu koja može biti relevantan razlog za oduzimanje dobitaka? Postoje li daljnje informacije koje nigdje nisu spomenute?
Dear 5plusbet Casino team.
Yes, I can confirm that I have received this email, it contains confirmation that they received the player's claim and email conversation between the authority, Thepogg and 5plusbet casino team. After a deep evaluation with Casino.Guru team, we agreed that the reasons mentioned there are still not valid for winnings confiscation in the player's case.
Even with the fact that the player may have behaved incorrectly in other casinos, it is still not sufficient ground to not pay him in your casino if the winnings were legitimate. For example, when someone commits a crime and completes his sentence (player breached T&Cs in the casino and was penalized), he can now relatively move freely without fear of being arrested (the player should be able to play in other casinos without being punished for old sins).
But before we do any conclusions, could you explain to us what unfair advantage has a player gained while he was playing in your casino that can be a relevant reason for winnings confiscation? Is there any further information that has not been mentioned anywhere?
Dragi tim casina 5plusbet.
Nije mi poznata nijedna e-pošta od vas s dodatnim informacijama. Molim vas, možete li ga proslijediti još jednom?
Dear 5plusbet Casino team.
I am not aware of any email from you with further information. Please, could you forward it once again?
Dragi tim casina 5plusbet.
Upravo sam primio drugi e-mail od vas, a vi ste zatražili da me pozovete, ali nisam dobio daljnji odgovor. Molim vas, možete li mi proslijediti valjane informacije o ovom slučaju, za koje možemo vjerovati da je vaš postupak u slučaju igrača bio opravdan?
Dear 5plusbet Casino team.
I have just received a second email from you, and you have requested to have a call with me, but I have not received a further response. Please, could you forward me valid information about this case, that we can believe your process in the player's case was justified?
Kao prvo:
Moja žalba na 5plusbet trebala bi se riješiti samo odgovorom na ovo jednostavno pitanje: Da li sam stekao nepravednu prednost dok sam igrao na 5plusbetu?
Ukupno je 5plusbet iznio četiri tvrdnje kako poništiti moju pobjedu. Molim vas da mi ukratko objasnim zašto sve ove tvrdnje nisu valjane:
1. zahtjev:
Dao bih lažne podatke u svom profilu. Već sam pružio dokaz da nisam registrirao lažnu adresu e-pošte. Moja registrirana adresa e-pošte postala je neaktivna. Ovo je velika razlika. Moja registrirana adresa e-pošte mora biti valjana adresa, jer 5plusbet zahtijeva provjeru e-pošte tokom postupka registracije. Jedno je sigurno: Činjenica da je moja adresa e-pošte postala neaktivna, zasigurno mi NIJE dala nikakvu prednost dok sam igrala na 5plusbetu.
2. zahtjev:
U prošlosti bih se samoisključio iz drugog kazina. Regulator je Duncanu Garvieu iz ThePOGG-a već potvrdio da ova tvrdnja nije valjan osnov za poništavanje moje pobjede. Poznato je da se samoisključenja ne prenose s jednog operatora na drugog pod licencom Curacaca. I opet: Samoisključenje iz drugog kazina NIJE mi donijelo nikakvu prednost dok sam igrao na 5plusbetu.
3. zahtjev:
Igrao bih iz ograničene države. Već sam pružio dokaz da mi je 5plusbet ovjerio njemački pasoš bez blokiranja računa. Moj račun je blokiran tek nakon što sam postigao tu veliku pobjedu. Štoviše, Duncan Garvie iz ThePOGG već je pružio dokaz da je web stranica 5plusbet ciljala njemačke igrače u novembru 2020. godine i da igračima iz Njemačke nije zabranjena registracija iako igrači iz drugih zemalja jesu. I opet: Igranje iz Njemačke mi nije donijelo nikakvu prednost dok sam igrao na 5plusbetu.
4. zahtjev:
Registrirao bih više računa. Već sam pružio dokaz da sam dobio dozvolu od 5plusbet-a za igranje s Euro računom nakon što je moj Rubel račun blokiran. Moj Euro račun je JEDINI račun na 5plusbet s kojim sam ikad igrao. Molim vas poštujte što se nisam igrao sa bonus novcem i što sam riskirao puno svog novca (10.000 eura). 5plusbet mi ne bi vratio novac da sam sve izgubio. Dakle, trebali bi i mi isplatiti moju pobjedu. Opet: Nisam stekao nikakvu prednost dok sam igrao sa svojim Euro računom na 5plusbet.
Moj lični utisak:
5plusbet me pozvao na Skype video poziv krajem marta 2021. godine kako bi potvrdio svoj identitet. Tokom ovog video poziva, stekao sam dojam da je menadžer 5plusbet vrlo pošten čovjek i da je poput mene čekajući odluku regulatora. Ali molim vas, draga 5plusbet uprave: Možete mi platiti sada čak i bez službene presude, ako sada smatrate da je pogrešna odluka poništavanje moje pobjede. Vjerujem da 5plusbet nikada ne bi odlučio poništiti moju pobjedu da im nisu vraćene e-adrese na moju neaktivnu e-adresu. Ali tada je 5plusbet zaključio da bi to mogli iskoristiti tvrdeći da bih dao lažnu adresu e-pošte. U to vrijeme 5plusbet nije bio svjestan činjenice da je moja adresa e-pošte postala samo neaktivna. Kad sam im objasnio da je moja adresa e-pošte postala samo neaktivna, 5plusbet je počeo tražiti druge tvrdnje kako poništiti moju pobjedu. Svakako, ovo nije bio pošten potez, pa zato snažno pozivam upravu 5plusbet-a da se drži osnovnog pravila kazina: Ako igrač pobijedi (a da nije imao nepravednu prednost), treba mu platiti! Dragi 5plusbet menadžment: Molim vas, platite mi odmah. Casino.guru neće sniziti vašu ocjenu ako mi platite odmah.
Dragi direktori Antillephone-a: Molim vas, molim vas, privedite ovaj broj poštenom kraju. 64.947 eura je užasno puno novca za mene i moju porodicu - to je ekvivalent dvogodišnjem prihodu. Griješite me kad me nazivate „zloglasnim odgovornim pritužiteljem na igre". Učinio sam samo ono što mi je savjetovao moj kockarski terapeut: Tražeći povrat sredstava samo od onih operatora koji su prihvatili moje depozite IAKO mogu dokazati da sam se od njih isključio. U tome nema ništa loše. I sada, nakon što sam završio terapiju s kockanjem, prema meni bi se trebali ponašati kao prema bilo kojem drugom igraču. Zapravo: kockarska industrija trebala bi dočekati igrače poput mene, jer sam u međuvremenu naučio kako koristiti ograničenja depozita i kako igrati odgovorno.
Hvala ti
Hans
First of all:
My complaint against 5plusbet should be settled only on answering this simple question: Did I gain any unfair advantage while playing at 5plusbet?
In total, 5plusbet has brought up four claims of how to void my win. Please let me explain in brief why all of these claims are not valid:
1st claim:
I would have provided false data in my profile. I have already provided proof that I had not registered a false email address. My registered email address had only become inactive. This is a big difference. My registered email address must have been a valid address, because 5plusbet requires email verification during the registration process. One thing is for sure: The fact, that my email address had become inactive, did certainly NOT give me any advantage while playing at 5plusbet.
2nd claim:
I would have self-excluded from another casino in the past. The regulator has already confirmed to Duncan Garvie from ThePOGG that this claim is not a valid ground for voiding my win. It is well known that self-exclusions do not carry over from one operator to another under a Curacaco license. And again: A self-exclusion from another casino did NOT give me any advantage while playing at 5plusbet.
3rd claim:
I would have played from a restricted country. I have already provided proof that 5plusbet had verified my German passport without blocking my account. My account was blocked only after I had hit that big win. Moreover, Duncan Garvie from ThePOGG already provided proof that the 5plusbet website had targeted German players in November 2020, and that players from Germany were not blocked from registering although players from other countries are. And again: Playing from Germany did NOT give me any advantage while playing at 5plusbet.
4th claim:
I would have registered multiple accounts. I have already provided proof that I received the permission from 5plusbet to play with a Euro account after my Rubel account had been blocked. My Euro account is the ONLY account at 5plusbet that I ever played with. Please honor that I did not play with bonus money and that I risked a lot of my own money (10,000 Euro). 5plusbet would not have refunded me, if I had lost everything. So, they should also pay out my win. Again: I did not gain any advantage while playing with my Euro account at 5plusbet.
My personal impression:
5plusbet invited me to a Skype video call at the end of March 2021 to verify my identity. During this video call, I had the impression that the 5plusbet manager is a very honest man and that he is like me waiting for a ruling from the regulator. But please, dear 5plusbet management: You may pay me now even without an official ruling, if you now feel that it was a wrong decision to void my win. I believe that 5plusbet would never have decided to void my win, if their emails to my inactive email address had not been returned to them. But then 5plusbet concluded that they could make use of it by claiming that I would have provided a false email address. At that time, 5plusbet was not aware of the fact that my email address had only become inactive. When I explained to them that my email address had only become inactive, 5plusbet started looking for other claims of how to void my win. Certainly, this wasn’t a fair move, and so, I strongly call upon the 5plusbet management to stick to the basic rule of a casino: If a player wins (without having had any unfair advantage), he should be paid! Dear 5plusbet management: Please pay me now. Casino.guru will not downgrade your rating, if you pay me now.
Dear directors of Antillephone: Please, PLEASE, bring this issue to a fair end. 64,947 Euro is an awful lot of money for me and my family – it is equivalent to a two year’s income. You are doing me wrong when calling me a "notorious responsible gaming complainant". I only did what my gambling therapist advised me to do: Asking for refunds only from those operators who accepted my deposits ALTHOUGH I can prove that I had self-excluded from them. There is nothing wrong with that. And now, after having finished my gambling therapy, I should be treated like any other player. As a matter of fact: The gambling industry should welcome players like me, because I have meanwhile learned how to make use of deposit limits and how to play responsibly.
Thank you
Hans
Dragi Hans.
Upravo sam doživio poziv za sastanak s timom 5plusbet Casina. Procijenit ćemo sve informacije i javiću vam se u najkraćem mogućem roku.
Dear Hans.
I have just experienced a meeting call with 5plusbet Casino team. We will evaluate all the information and I will get back to you as soon as possible.
Dragi Hans.
Imam samo posljednja pitanja za potvrdu prije nego što damo konačnu izjavu.
Jeste li dobili povrat depozita iz kasina?
Jeste li se registrirali s potpuno valjanim informacijama i prošli kroz postupak provjere?
Dear Hans.
I have just the last questions for confirmation before we make our final statement.
Have you received a deposit refund from the casino?
Have you registered with fully valid information and passed through the verification process?
Da, potvrđujem da je kazino vratio samo moj depozit. 64.947 eura iz moje pobjede nije isplaćeno.
I da, registrirao sam svoj 5plusbet račun s potpuno valjanim informacijama. A čak sam prošao i kroz proces verifikacije. Imam dokaz da mi je 5plusbet ovjerio njemački pasoš bez blokiranja računa.
Hans
Yes, I confirm that only my deposit was refunded by the casino. 64,947 Euro from my win have not been paid out.
And yes, I had registered my 5plusbet account with fully valid information. And I had even passed through the verification process. I have proof that 5plusbet verified my German passport without blocking my account.
Hans
Zdravo,
Dragi tim casina 5plusbet.
Nakon detaljnog ispitivanja slučaja, vjerujemo da je oduzimanje dobitaka igrača bilo neopravdano. Iako se Njemačka spominjala u vašim Uvjetima i odredbama kad se Hans registrirao, on se mogao registrirati (s njemačkim IP-om, važećim ličnim podacima), položiti ogromnu količinu novca, pa čak i potvrditi svoj račun. Nažalost, ovo ste primijetili tek kada je uspio pobijediti i zatražio povlačenje, pa vjerujemo da mu je, pošto je legitimno osvojio iznos, trebalo platiti cijeli saldo, a onda biste mogli blokirati njegov račun jer sada izgleda kao da je igrao bez šanse za pobjedu. Da je izgubio, nikada ne bi dobio ništa natrag. Žao mi je, ali prisiljeni smo zaključiti ovaj slučaj kao neriješen. Imajte na umu da ako promijenite odluku, možete zatražiti ponovno otvaranje u bilo kojem trenutku.
Dragi Hans.
Žao mi je što vam nismo mogli više pomoći. Imajte na umu da će ova žalba utjecati na reputaciju casina 5plusbet na našoj web stranici. Preporučio bih vam da kontaktirate njihov organ za izdavanje dozvola, ali budući da više od pola godine nisu odlučili u ovom slučaju, ne možete ništa učiniti.
Molim vas, javite mi ako imate pitanja.
Srdačan pozdrav, Jozef
Za više informacija o našem položaju:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
Hello there,
Dear 5plusbet Casino team.
After detailed examination of the case, we believe that the confiscation of the player's winnings was unjustified. Although the Germany was mentioned in your T&Cs when Hans registered, he was able to register (with German IP, valid personal information), deposit huge amount of money and even verify his account. Unfortunately you have noticed this only when he managed to win and asked for withdrawal, so we believe since he has legitimately won the amount, he should have been paid the whole balance, and then you could block his account because now it looks like he played without chance to win. If he loosed, he would never have got anything back. I am very sorry, but we are forced to close this case as unresolved. Be aware that if you change your decision, you may request to reopen at anytime.
Dear Hans.
I am very sorry that we could not help you more. Be aware that this complaint is going to affect the reputation of the 5plusbet casino on our site. I would recommend you to contact their licensing authority but since they have not decided this case for more than half of a year there is nothing much you can do.
Please, let me know if you have any questions.
Best regards, Jozef
For more information about our position:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.