Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
Poslato:
11/01/2024
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Slučaj je zatvoren : 25/03/2024
Slučaj je zatvoren
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Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 8 meseci
Prevod
The player from Japan had been unsuccessful in withdrawing his winnings for over two months, despite several attempts to contact the casino's support. He claimed his account was verified and that he had accumulated his winnings through real money, not bonuses. However, the casino stated they could not locate an account associated with the details provided by the player. The player insisted on his claim and provided screenshots as proof. The casino representative claimed the screenshots were fake and that the player's original account had a balance of only $10 and a self-exclusion request. The player denied this and asked for help in resolving the issue. The Complaints Team reviewed all the provided evidence and found inconsistencies in the player's claims. The account with the substantial amount of funds the player claimed to own did not exist, and the evidence provided was either tampered with or insufficient. Consequently, the complaint was rejected.
Igrač iz Japana nije uspeo da podigne svoj dobitak više od dva meseca, uprkos nekoliko pokušaja da kontaktira podršku kazina. Tvrdio je da je njegov račun verifikovan i da je svoje dobitke akumulirao kroz pravi novac, a ne bonuse. Međutim, kazino je naveo da ne mogu da lociraju nalog povezan sa detaljima koje je dao igrač. Igrač je insistirao na svojoj tvrdnji i pružio snimke ekrana kao dokaz. Predstavnik kazina tvrdio je da su snimci ekrana lažni i da je prvobitni račun igrača imao stanje od samo 10 dolara i zahtev za samoisključivanje. Igrač je to demantovao i zatražio pomoć u rešavanju problema. Tim za žalbe je pregledao sve pružene dokaze i našao nedoslednosti u igračevim tvrdnjama. Račun sa značajnim iznosom sredstava za koji je igrač tvrdio da poseduje nije postojao, a pruženi dokazi su ili neovlašćeni ili nedovoljni. Shodno tome, žalba je odbijena.
Više puta sam kontaktirao podršku, ali mi uopšte nisu odgovorili, a ja više od dva meseca ne mogu da izvršim povlačenje.
I have contacted support numerous times, but they have not been responsive at all, and I have been unable to make a withdrawal for over two months now.
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa BC.Game Casino-om. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno? Da li ste akumulirali svoje dobitke pravim novcem ili ste koristili bonus? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello moneytalks0513,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
I danas sam se raspitivao, ali svaki put čekam bez ikakvog objašnjenja zašto se odbija moje povlačenje, iako je verifikovano.
Podrška nema nameru da mi dozvoli da podignem novac i ponavljaju lažno ponašanje, pa bih voleo da mi pomognu što je pre moguće.
I made an inquiry today as well, but I am kept waiting every time without any explanation as to why my withdrawal is being refused, even though it has been verified.
Support has no intention of letting me withdraw money and is repeating fraudulent behavior, so I would like them to help me as soon as possible.
Ne možemo da pronađemo nalog povezan sa adresom e-pošte koju ste naveli. Možete li potvrditi svoju adresu e-pošte ili korisnički ID? Ovo će nam pomoći da vam pomognemo efikasnije.
Srdačan pozdrav
PANDA - BC.GAME
Hello,
We're unable to locate an account associated with the email address you provided. Could you please confirm your email address or User ID? This will help us assist you more effectively.
Zdravo moneitalks0513 i hvala vam na svim pruženim informacijama. Sada ću vašu žalbu proslediti kolegi Mihalu ( michal.v@casino.guru ) kako će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Hello moneytalks0513 and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) how will be assisting you from now on.
Upravo sam pregledao račun i primetio da na njemu nema tog stanja. Jedini balans koji korisnik ima je TRKS u vrednosti od 10 dolara. Pored toga, vredi napomenuti da je korisnik zatražio trajno samoisključivanje pre dva meseca. Prosledio sam snimke ekrana Michalu na Skipe-u u vezi sa ovim.
Srdačan pozdrav
PANDA
Hi,
I have just reviewed the account and observed that there is no such balance in it. The only balance the user has is $10 worth of TRX. Additionally, it is worth noting that the user requested a permanent self-exclusion two months ago. I have forwarded the screenshots to Michal on Skype related to this.
Proslediću vam tačan razgovor koji ste imali sa našim timom za podršku. I da, to je tačna adresa e-pošte koju ste naveli o kojoj razgovaramo.
I will forward to you the exact chat you had with our support team. And yes, it is the correct email address that you provided which we are discussing.
Ovaj snimak ekrana je definitivno lažan. Korisnik je zaboravio da na BC.GAME bilo koji profil može biti javno prikazan. Prema njihovom sopstvenom snimku ekrana, UID je https://bc.game/casino#/user/profile/16669157. Međutim, otkrili smo da je originalni profil korisnika zapravo https://bc.game/casino#/user/profile/16659157.
Korisnički nalog ima stanje od samo 10 dolara, a oni su tražili trajnu samozabranu, što smo implementirali zaključavanjem njihovog naloga. Sve je transparentno i može se proveriti od strane osoblja Casinoguru-a ili samog korisnika.
This provided screenshot is definitely fake. The user forgot that at BC.GAME, any profile can be publicly viewed. According to their own screenshot, the UID is https://bc.game/casino#/user/profile/16669157. However, we discovered the user's original profile is actually https://bc.game/casino#/user/profile/16659157.
The user's account only has a balance of $10, and they requested a permanent self-ban, which we implemented by locking their account. Everything is transparent and can be verified by Casinoguru staff or the user themselves.
Pregledao sam dokaze koje mi je pružio kazino. Kao što je pomenuo predstavnik BC.Game kazina, zaista je slučaj da UID sa snimka ekrana koji ste dali pripada drugom profilu. VIP nivo se takođe ne poklapa sa datim snimkom ekrana i vašim nalogom. Snimak ekrana koji ste dali je očigledno manipulisan. Možete li da komentarišete ovo pitanje?
Dear moneytalks0513,
I have reviewed the evidence provided to me by the casino. As mentioned by the BC.Game Casino representative, it indeed is the case that the UID from the screenshot you have provided belongs to a different profile. The VIP level also does not match the provided screenshot and your account. The screenshot you have provided was evidently tampered with. Can you comment on this issue?
Samo napravim snimak ekrana UID-a i pošaljem ga kakav jeste, tako da ne znam zašto se pitaju drugi korisnici.
Mogu samo da mislim da je to problem na strani sistema.
Kada sam pokušao da podignem novac 8. novembra 2023, povlačenje je odbijeno, pa sam kontaktirao podršku uživo, ali do sada nisam dobio odgovor.
Proverio sam ovaj profil
https://bc.game/casino#/user/profile/16669157
https://bc.game/casino#/user/profile/16659157
Moje korisničko ime je "kis!"
Oba su različita.
Pogrešili ste sa drugim korisnikom.
Thank you for contacting us.
I haven't tampered with anything.
I just take a screenshot of the UID and send it as is, so I don't know why other users are being queried.
I can only think that it is a problem on the system side.
When I tried to withdraw money on November 8, 2023, the withdrawal was refused, so I contacted live support, but I have not received a reply until now.
Evo rezimea svih činjenica kojima trenutno raspolažemo.
Adresa e-pošte koju ste nam dali ovde u niti je vezana za nalog pod nazivom "kis", VIP nivo 42, sa UID-om 16659157 i sa stanjem od 10 dolara.
Račun "kis!" sa "!" iza imena, VIP nivo 68, sa UID-om 16669157 sa snimka ekrana koji ste poslali izgleda da ne postoji, pošto se ovo korisničko ime ne može označiti i pretraživati preko funkcije ćaskanja uživo u kazinu. Takođe, UID koji ste naveli, 16669157, pripada potpuno drugom profilu koji je nivo 0 sa nultom aktivnošću na profilu.
Tu je i stvar pomenutog live chat razgovora koji je vođen kada je vlasnik naloga „kis" tražio trajno samoisključivanje, a od 1. decembra nalog je zaključan.
Možete li da dokažete da u bilo kom trenutku između 1. decembra 2023. i sada možete da se prijavite na svoj nalog i tamo igrate/deponujete?
Dear moneytalks0513,
Here is the summary of all the facts at our disposal at the moment.
The e-mail address you have provided to us here in the thread is tied to the account named "kys", VIP level 42, with UID 16659157 and with a $10 balance.
The account "kys!" with an "!" behind the name, VIP level 68, with UID 16669157 from the screenshot sent by you seems not to exist, since this username can not be tagged and searched through the casino's live chat feature. Also, the UID which you have provided,16669157, belongs to a completely different profile that is level 0 with zero activity on the profile.
There is also the matter of the aforementioned live chat conversation that took place when the owner of the account "kys" asked for permanent self-exclusion, and since December 1st the account has been locked.
Could you provide any proof that at any time between December 1st, 2023, and now you could log in to your account and play/deposit there?
Snimak ekrana koji ste dali izgleda kao reklama za nove igre u kazinu. Dostavite nam snimak ekrana e-pošte koju ste dobili nakon što ste se registrovali u kazinu, prve e-pošte koja potvrđuje vašu registraciju.
Čekaćemo ažuriranja od vas.
Srdačan pozdrav,
Michal
Dear moneytalks0513,
The screenshot you have provided does look like an advertisement for new games at the casino. Please provide us with a screenshot of the email you got after you registered at the casino, the first email confirming your registration.
Možete li nam bar dati neku vrstu ID-a opklade kako bismo mogli da potvrdimo da opklade sa snimaka ekrana koje ste nam dostavili pripadaju vašem nalogu?
Imajte na umu da pokušavamo da prođemo kroz svaki pojedinačni dokaz koji nam je trenutno na raspolaganju, zato istraga traje ovoliko.
Zahvaljujem vam na strpljenju i nadam se da ćemo se uskoro čuti.
Dear moneytalks0513,
Could you at least provide us with some sort of bet ID so we can confirm that the bets from the screenshots you have provided us belong to your account?
Please understand that we are trying to go through every single piece of evidence that we have at our disposal at the moment, that's why the investigation takes this long.
I thank you for your patience and I hope to hear from you soon.
„Potrebna je verifikacija naloga. „, a kada pokušam da promenim lozinku, prikazuje se poruka „Vaš nalog predstavlja bezbednosni rizik" i ne mogu ništa da uradim povodom toga.
Koji je razlog zašto ne mogu da se prijavim?
Zašto ne mogu da promenim lozinku?
Nemoguće je poslati snimak ekrana vašeg ID-a opklade ako ne možete da se prijavite.
Adrese e-pošte i nalozi su povezani, tako da ako se adrese e-pošte poklapaju, KIC autentifikacija je završena i sva komunikacija se može videti na sistemu, zar ne?
Ako možete da se prijavite, moći ćete da pošaljete sve ID-ove opklada, pa bih voleo da možete da se prijavite.
Dear Michal
Thank you for always contacting us.
Account still tries to log in
"Account verification is required. ' is displayed, and when I try to change my password, the message 'Your account poses a security risk' is displayed, and there is nothing I can do about it.
What is the reason why I can't log in?
Why can't I change my password?
It is impossible to send a screenshot of your bet ID if you are unable to log in.
Email addresses and accounts are linked, so if the email addresses match, KYC authentication has been completed and all communications can be seen on the system, right?
If you can log in, you will be able to send all bet IDs, so I would like you to be able to log in.
Možete li da prokomentarišete činjenicu da se na dnu snimka ekrana e-poruke za verifikaciju koju ste dali nalazi korisničko ime „kis" bez „!"? To bi impliciralo da je verifikovani nalog zaista bio nalog sa korisničkim imenom "kis", VIP nivoom 42, sa UID-om 16659157 i sa stanjem od 10 dolara.
Could you comment on the fact that at the bottom of the screenshot of the verification email you have provided there is username "kys" with no "!"? That would implicate that the verified account was indeed the account with username "kys", VIP level 42, with UID 16659157 and with a $10 balance.
Imam snimak ekrana mog povlačenja 4,658 USDT 27. oktobra 2023. sačuvan na mom pametnom telefonu, pa ću vam ga poslati.
Nakon toga, podneo sam zahtev za povlačenje 14.954 USDT 8. novembra 2023. godine, ali je povlačenje odbijeno iz još uvek nepoznatih razloga.
Kao što sam vam mnogo puta rekao, ako možete da se prijavite, možete ispravno da dokažete svoj identitet, pa da li biste mogli da mi dozvolite da se prvo prijavim?
I have a screenshot of my withdrawal of 4,658 USDT on October 27, 2023 saved on my smartphone, so I will send it to you.
After that, I applied for a withdrawal of 14,954 USDT on November 8, 2023, but the withdrawal was refused for reasons that are still unknown.
As I have told you many times, if you can log in, you can properly prove your identity, so could you please let me log in first?
Ne možete podići novac jer je postojao zahtev za samoisključivanje sa vašeg računa.
Da li biste mogli da mi pošaljete snimak ekrana e-pošte koju ste primili 18.11.2023, a koja potvrđuje KIC verifikaciju? Pošaljite nam snimke ekrana cele pošte, a ne samo prvog dela. Čekaćemo da se javite.
You can't withdraw money because there was a request for self-exclusion from your account.
Would you be able to send me the screenshot of the email you received on 18.11.2023 that confirmed the KYC verification? Please send us screenshots of the whole mail, not just the first part. We will be waiting to hear from you.
Ako biste mogli da mi pošaljete snimak ekrana e-pošte koju ste primili 18.11.2023. koja potvrđuje KIC verifikaciju, ceo imejl, to bi nam pomoglo da dokažemo identitet dotičnog naloga. Čekaćemo da se javite.
If you could send me the screenshot of the email you received on 18.11.2023 that confirmed the KYC verification, the whole email, that would help us prove the identity of the account in question. We will be waiting to hear from you.
Kao što sam gore objasnio, vaš nalog je onemogućen u skladu sa zahtevom za samoisključivanje koji je došao sa tog naloga. Dakle, sve dok ne možete da dokažete validnost naloga tako što ćete nam poslati snimak ekrana e-pošte, nećete moći da se prijavite.
As I have explained above, your account has been disabled as per the self-exclusion request that came from that account. So as long as you are not able to prove the validity of the account by sending us the screenshot of the email, you will not be able to log in.
Na osnovu činjenica i informacija koje sam mogao da pregledam, jasno je da su dokazi koje ste dali ili neovlašćeni ili nisu bili dovoljni. Kazino je ispravno postupio u ispunjavanju zahteva za samoisključivanje koji je došao sa računa. Dokazi koji su mi dostavljeni takođe pokazuju da račun za koji tvrdite da ima značajan iznos sredstava jednostavno ne postoji. ID naloga koji ste dali na snimku ekrana pripada potpuno drugom nalogu.
Iz navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli biti od veće pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear moneytalks0513,
Due to the facts and information I was able to review, it is clear that the evidence provided by you was either tampered with or wasn't sufficient. The casino had proceeded rightfully in fulfilling the request for self-exclusion that came from the account. The evidence provided to me also shows that the account you claim to have a substantial amount of funds in just plainly does not exist. The account ID provided by you in the screenshot belongs to a completely different account.
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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