Zdravo Kristina,
Da odgovorite na vaša pitanja:
Možete li, molim vas, pojasniti da li ste imali saldo stvarnog novca na svom kazino nalogu pre nego što ste izgubili pristup? Nisam imao pravi novac na svom računu, igrao sam male dobitke koje sam imao od žetona i nisam želeo da zbunim kazino tako što ću uplatiti i igrati više - dok se moj slučaj ne reši, odlučio sam da ne igram tamo.
Da li ste prošli verifikaciju pre zatvaranja naloga? 100% da. Deponovao sam i napravio više od jednog povlačenja iz ovog kazina.
Sa Ontario iGaming kazinom, prilično morate da budete verifikovani PRE nego što budete mogli da igrate u bilo kom iGAMING kazinu. Dakle, da - bio/jesam verifikovan.
Sve sam zabrinut zbog toga kako su rešili celu ovu situaciju. Znam da sam imao čips, znam da su nestali. Našao sam ih u istoriji igre i bili su tu dugo vremena - dok mi nisu prekinuli pristup, čipovi su se i dalje prikazivali. ZAŠTO bi mi ovako skratili pristup, ili čak pomislili da me bilo koji od mojih postupaka smatra "problematičnim igračem", recimo, to što su me ovako ograničili definitivno me VELIKO muči... Nisam imao nikakvih problema sa ovim kazinom do sada. Uvek su bili dobri. Rekao bih da bi ovaj kazino bio jedan od mojih top 5 u kojima sam voleo da igram - a onda se dogodila cela ova situacija i navela me da dovodim u pitanje njihovu poslovnu praksu, posebno kada kažu da su "poslali ovaj slučaj na istragu" i odgovorili da ništa nenormalno nije pronađeno. Odmahujem glavom zbog ovoga - i iskreno, koliko puta se to moralo desiti drugima... Ovo nije ogroman novac, ali to nije problem. Ovde je za mene pitanje integritet. Ovaj kazino je od omiljenog postao potencijalni kazino za „prevaru" – i zaista mi smeta što ovo nije dobro istraženo, šta ako su moja sredstva bila u stotinama ili čak hiljadama, a oni su ovo uradili!
Detaljnije ću objasniti procese koje sam preduzeo da bih ovo pogledao:
17. marta - razgovarao sa Jacob K, agentom u ćaskanju uživo. Činilo se da nije razumeo šta sam pokušavao da mu kažem - njegov odgovor na moj problem je bio "čekaj 72 sata". Ovo nije dobra usluga za BILO KOJI problem, moram da kažem.
17. marta, kasnije, odlučio sam da nisam zadovoljan ovim „odbacivanjem" odgovora od Jacob K-a, i vratio sam se i razgovarao sa Endrjuom C. Endru je takođe izgledao da nije razumeo moj problem – ušao je u moju istoriju kazina (ne stvarnu istoriju GAME, već istoriju igranja kazina) i izjavio je da moji žetoni nisu prikazani da bi objasnili gde se nalazi IN, što ja ne pokazuje gde se nalazi IN – IGRA koju prikazuju - on je tada odlučio da eskalira moju kartu. U ovom trenutku nemam poverenja u ovaj proces, jer nisam čak ni siguran da oni sažeto iznose moje pitanje. Šta vredi ako ne razumeju šta govorim.
17. mart, nekoliko sati kasnije : Vratio sam se, nakon što sam uradio SOPSTVENU pažljivu istragu na osnovu onoga što je prikazano u IGRI "Pig Champions" - i sve to napisao, i otkrio da ima još problema. Da je svaki obrt koji sam izvršio bio na bilo kom slotovima - da su ti okreti bili oduzeti od Zlatnih čipova koji se NISU prikazivali na mom računu. Ovo je bilo IZUZETNO dosadno. Sada sam video da su moje nestale žetone očigledno bile rastvorene bilo kojim drugim igrama koje igram - što mi se čini veoma VEOMA čudnim. Znam da se ti žetoni mogu igrati SAMO na PIG CHAMPIONS, ali, ako sam uradio neke „besplatne okrete" (bez depozita besplatnih okretaja za Dan Svetog Padija, na primer, izabrao sam da se okrećem na Oink Oink Oink, i ti okreti su uzimali ekvivalent koliko god su okretanja vredela OFF mojih ZLATNIH ČIPOVA, ovo nije u redu na mom ekranu. Ovo nije u redu. VEOMA zabrinuta, ovde se dešava nešto mnogo veće i VIDIM to, donosim ovo na ćaskanje, a Vanessa U. je PRVI AGENT za koji sam siguran da razume moj problem - ovo je karta broj 83137155. U ovom trenutku se osećam pun nade.
Imao sam još da dodam nakon malo razmišljanja, pa sam se vratio na ćaskanje uživo i MADDIE F. je uzela moje dodatne informacije (u ovom trenutku se osećam uvereno da se ovde nešto radi) i ona je dodelila NOVI broj karte: 83142236.
kasniji datum (nisam siguran u tačan datum) vratio se da proveri moj upit: Jacob K se vratio, NIŠTA ne razume. PONOVO.
kasnijeg datuma (nisam siguran u tačan datum) Premešten sam kod "menadžera" Marije T, koja je iz nekog razloga VEOMA borbena u vezi sa ovim slučajem - što me ostavlja veoma nesređenom. Ona nije druželjubiva i izgleda da želi da se svađa sa mnom na svaku temu - shvatam da ovo neće ići dobro i priznajem. Ona obećava da će me LIČNO ažurirati u petak. Ovo se nikada ne dešava.
Kasnijeg datuma (nisam siguran u tačan datum) odlazim na ćaskanje uživo i Sincere T, drugi agent, UMESTO da proveri moj slučaj, koji je već nedeljama, odlučio je da me pita da li mi je kockanje u Betanu izazvalo probleme. Ona me ograničava. Ni za šta.
Ovo me je porazilo.
Hi Kristina,
To answer your questions:
Could you please clarify if you had any real money balance in your casino account before you lost access to it? I did not have any real money on my account, I played the small winnings I had from the chips and I didn't want to confuse the casino by depositing and playing more - until my case was resolved, I opted not to play there.
Did you pass the verification before your account was closed? 100% yes. I have been depositing and have made more than one withdrawal from this casino.
With the Ontario iGaming casinos, you pretty much have to be verified BEFORE you can play at any iGAMING casino. So, yes - I was/am verified.
I am having a growing concern with how they've handled this whole situation. I know I had chips, I know they went missing. I found them in the history of the game and they were there for a long time - until they cut my access, the chips were still showing there. WHY they would cut my access like this, or even think that any of my actions are deeming me a "problem player", persay, to have restricted me like this is definitely bothering me BIGTIME... I have not had any issues with this casino up until now. They were always good. I would have said that this casino would have been one of my top 5 that I liked to play at - and then this whole situation happened and has me questioning their business practices, especially when they SAY they had "sent this case to be investigated" and responded that nothing abnormal was found. I am shaking my head over this - and frankly at how many times this must have happened to others... This is not a huge amount of money, but that isn't the issue. The issue here for me is the integrity. This casino went from being a favorite to being a potential "scam" casino - and it really bothers me that this wasn't properly investigated, what if my funds were in the hundreds or even thousands, and they did this!
I am going to elaborate on the processes I took to have this looked at:
On March 17th - spoke to Jacob Q, agent in the live chat. He did not seem to understand what I was trying to tell him - his answer to my problem was "wait 72 hours". This is not good service for ANY problem, I have to say.
March 17th, later, I decided I was not satisfied with this "brush off" answer from Jacob Q, and went back in and spoke with Andrew C. Andrew also did not seem to understand my issue - he went into my casino history (not the actual GAME history but the casino's play history) and he stated that my chips were not showing there - which I tried to explain that this is not where they are showing, it is IN the GAME they are showing - he then decided to escalate my ticket. I at this point have no faith in this process, as I am not even sure they are excalating my issue concisely. What's the point if they don't understand what I am saying.
March 17th, several hours later: I went back in, after doing my OWN careful investigation based on what was showing in the GAME "Pig Champions" - and wrote it all out, and discovered that there was more issues. That every spin I took that was on whatever slots - that those spins were being deducted from the Golden Chips that were NOT showing on my account. This was EXTREMELY bothersome. I was now seeing that my dissapeared chips were clearly being dissolved by any other games I play - which to me seems very VERY peculiar. I know that those chips can ONLY be played on PIG CHAMPIONS, yet, if I did some "free spins" (no deposit free spins for St. Paddy's day for example, I chose to spin on Oink Oink Oink, and those spins were taking the equivalent of whatever the spins were worth OFF my GOLDEN CHIPS amount. It shows this in my screen shots. This is not seeming ok, I am now VERY concerned, there is something much bigger happening here and I am SEEING it. I bring this to the chat, and Vanessa U. is the FIRST AGENT that I am certain understands my issue - this is ticket number 83137155. I am at this point feeling hopeful.
I had more to add after some thought, so went back to the Live Chat and MADDIE F. took my extra information (I am feeling confident at this point that something is getting done here) and she assigns a NEW ticket number: 83142236.
later date (unsure of exact date) went back to check on my query: Jacob Q is back, understands NOTHING. AGAIN.
later date (unsure of exact date) I am transferred to a "manager" Maria T, who is VERY combative about this case for some reason - which leaves me very unsettled. She is not friendly and seems to want to fight me on every topic - I realize this isn't going to go well and concede. She promises that she PERSONALLY will update me on the Friday. This never happens.
Later date (unsure of exact date) I go to live chat and Sincere T, another agent, INSTEAD of checking on my case, which has been weeks now, decided to ask me if Gambling at Betano has caused me issues. I am restricted by her. For nothing.
This has me defeated.
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