NaslovnaPritužbeBetfoxx Casino - Povlačenja igrača blokirana, a povraćaji odbijeni.
Betfoxx Casino - Povlačenja igrača blokirana, a povraćaji odbijeni.
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2.037 €
Betfoxx Casino
Index sigurnosti:Vrlo nizak
Sigurnosni indeks
Kazina sa vrlo niskim indeksom sigurnosti obično imaju mnogo relevantnih pritužbi od igrača ili drugih relevantnih problema. Uopšteno, ne preporučujemo igranje u kazinima sa vrlo niskim indeksom sigurnosti.
Poslato:
04/08/2024
|
Nije rešeno : 27/08/2024
Nije rešeno
Naša presuda
Bez reakcije, pasivan regulator
NIJE REŠENO
Rezime slučaja
pre 2 meseci
Prevod
The player from Sweden reported that the casino manipulated transactions to bypass gambling blocks, taking advantage of her addiction. Despite promises from support to refund €2,037 and allow the withdrawal of €900, she faced non-response and blocked transactions. The Complaints Team attempted to contact the casino multiple times without success, leading to the conclusion that the casino operated without a valid license and lacked proper cooperation. The complaint was marked as 'unresolved' .
Igračica iz Švedske je prijavila da je kazino manipulisao transakcijama da bi zaobišao blokove kockanja, koristeći njenu zavisnost. Uprkos obećanjima podrške da će vratiti 2.037 evra i dozvoliti povlačenje 900 evra, suočila se sa neodgovorom i blokiranim transakcijama. Tim za žalbe je pokušao više puta da kontaktira kazino bezuspešno, što je dovelo do zaključka da je kazino radio bez važeće licence i da mu nedostaje odgovarajuća saradnja. Žalba je označena kao „nerešena“.
Moram da vam kažem koliko sam razočaran zbog gubitka zaštite u ovom kazinu.
Kontaktiram ih 24/7 u vezi transakcija koje nisu u skladu sa zakonima i uredbama. Ove transakcije karticama su nezakonite jer sadrže šifru trgovca koja zaobilazi blokove postavljene na karticama u vezi sa kockanjem.
I pošto sam zavisnik od igara, ovo je način da kazina iskoriste ranjive igrače, jer je kartica blokirana od igara, ali kada se podaci manipulišu, blokovi ne rade, jer se transakcije šalju nepostojećim kompanijama i mcc kod je kupio hranu.
Pravog trgovca skrivaju lažne kompanije koje primaju novac u ime kazina.
(Transakciono pranje veša)
Pošto su iskoristili moju zavisnost od igara koristeći ove metode, tražim povraćaj novca.
Bilo je nemoguće doći do podrške za ćaskanje, a 5 dana nakon što sam im ovo rekao, niko još nije odgovorio niti se brinuo o zavisnosti.
Zbog toga sam izgubio 2037 evra nekoliko dana nakon što su primili ove informacije i trebalo bi da budem blokiran/zaštićen.
Ostalo mi je 900 evra na računu, i ovih dana ih molim za pomoć oko povlačenja, jer nije bilo načina za isplatu.
Stalno me ignorišu, i nakon ovih 5 dana konačno dolazim do podrške za ćaskanje i razgovaram sa agenticom Linom. Ponovo tražim pomoć za povlačenje.
Rekla mi je da ću dobiti sav depozit od refundiranja moje prve e-pošte. (2037 evra)
Samo treba da sačekam da mi finansijski tim da sve informacije o tome kada i povrat novca. Zato moram da sačekam njihov e-mail.
Nikada nisam dobio mejl. Razgovaram sa Linom u ćaskanju svaki dan nakon ovog razgovora. Rekla mi je da imaju prethodni moj slučaj i da će me tim kontaktirati. Poslednji put sam razgovarao sa Linom u četvrtak. Rekla mi je da će me tim kontaktirati danas. U petak me još uvek nisu kontaktirali.
Ponovo sam se povezao da ćaskam i pitam o ovome. Ovog dana, agenti za ćaskanje prestaju da odgovaraju. Čitaju poruke, ali ignorišu odgovor. Bio sam povezan u ćaskanju 10 sati bez ijednog odgovora.
I dalje pokušavam da dođem do ćaskanja svaki dan, oni nastavljaju da čitaju i ignorišu odgovore.
Moj nalog je blokiran za igranje igara, mogu da se prijavim, ali ne i da igram. Kada su počeli da me ignorišu, otvorio sam kripto-novčanik da bih vratio svojih 900 evra, jer imaju ovu metodu koja je dostupna za podizanje.
Kada pokušam da podignem, vidim da su sada promenili limite, maksimalni limit za podizanje je 500 evra, a minimalni 500 evra. Pokušavam da podignem 500 evra, ali moj nalog je blokiran za podizanje.
Svakodnevno imam podršku putem e-pošte, zamolite ih da deblokiraju moj nalog kako bi me naterali da podignem novac.
Pre dva dana su mi prvi put odgovorili na mejl. I rekli su mi da blokiraju moj račun za transakciju kako bih mogao da povučem, ali ako to uradim. Oni više neće vršiti povraćaj novca od 2037 evra.
Kažem da mogu da sačekam sa povlačenjem i vidim da li će vratiti novac.
Onda ponovo prestaju da odgovaraju, juče sam shvatio da neću dobiti povraćaj novca, samo me lažu.
Zato pokušavam ponovo da povučem, ali je i dalje blokirano. Oni lažu o tome da.
Oni ne odgovaraju na e-poštu o ovome, a ćaskanje nastavlja da čita i ne odgovara.
Takođe mogu da vidim da su izbrisali ime kompanije koja poseduje kazino sa veb stranice (Coco-loco holdings), promenili su uslove i odredbe i takođe su izbrisali logotip licence sa kazina.
verovatno je taj logo od početka bio lažan.
Treba mi pomoć, da dođem do ove kompanije i dobijem svoj novac.
Izvinite sada, ne dobijam povraćaj novca koji mi obećavaju, i ne mogu da dobijem povlačenje novca koji je sada na računu. 900 evra.
I need to tell you how dissapointed i feel about the loss of protection on This casino.
I contact them 24/7 about the transactions is not in support of the Laws and regulation. These card transaction are illegal as it contains a merchant code that bypasses blocks set on cards in relation to gambling transactions.
And as im addicted to gaming this is a way for casinos to take adventage of vulnerable players, cuse the card is blocked from gaming but when the data get manipulated the blocks dont work, as the transactions is send to non existing companies and mcc code is bought of food.
The real merchant gets hide by the fake companies who recive money on behalf of the casino.
(Transaction laundery)
As they have take adventage of my gaming addiction by using this methods, i ask for refund.
It was impossible to reach chat support, and 5 days after i told them this, no one has still respond or cared about the addiction.
This have made me loss 2037 euro the days after they received this info and i should be blocked/protected.
I had 900 euro left om my account, and i ask them for help with withdrawal theese days, cuse there was no methods for withdrawal.
They keep ignore me, and after this 5 days i finally reach chat support and talk to agent Lina. I ask about help for the withdrawal again.
She told me that i will get all deposit since my first email refunded. (2037 euro)
I just need to wait for finance team to give me all information about when and the refund. So i need to wait for their email.
I never recived a email. I talk to lina in chat everyday after this conversation. She told me they have prior my case and the team Will contact me. The last time i spoke to lina was thursday. She told me the team Will contact me this day. On friday, they still not have contact me.
I connected to chat again and ask about this. This day, chat agents stop respond. They read the messges but ignore respond. I was connected in chat 10 hours without one single respond.
I still try to reach chat every day, they keep reading and ignore respond.
My account is blocked from gaming now, i can log in but not play. When they start to ignore me, i cerated a crypto-wallet in order to refund my 900 euro, cuse they have this method avaible for withdrawal.
When i try to withdrawal i can see they now have changed the limits, Max limit for withdrawal is 500 euro, and minimum is 500 euro. I try to withdrawal 500 euro, but my account is blocked from withdrawal.
I have email support everyday ask them to unblock my account in order to make me withdrawal the money.
Two days ago, they respond my email for the first time. And told me they block up my account for transaction so i can withdrawal, but if i do that. They Will no longer proceed the refund on 2037 euro.
I say i can wait with the withdrawal and see if they refund the money.
Then they stop respond again, yesterday i realise i Will not get refund, they just lie to me.
So i try withdrawal again but its still blocked. They lie about that to.
They dont respond emails about this, and the chat keep read and not reply.
I Also can see they have erase the name of company who own the casino from the webiste (Coco-loco holdings) they have changed the terms & conditions and also, they have erase the licens logotype from the casino.
probably was that logotype false from the beginning.
I need help, to reach this company and get my money.
Cuse now, i dont get the refund they promise me, and i cant get the money withdrawal who is at the account now. 900 euro.
Zar niste primili mejl koji sam vam poslao sa detaljima? Šaljem vam 5/8.
Oni mi šalju e-poštu u utorak 6/8
"Dragi T***,
Kao što smo vam ranije ukazali. Vaš povraćaj sredstava je već zatražen kod procesora, razumem vašu frustraciju, ali to nije na nama. Oni imaju vaš slučaj i čim se vaš povraćaj novca obradi ili bude ažurirano, obavestićemo vas.
Imajte na umu da obrađivačima može biti potrebno do 30 dana za obradu takvih zahteva. "
odgovaram im
„Možete li mi poslati dokaz da je povraćaj poslat prerađivaču?"
betfokk odgovor:
„Ove informacije su interne za nas, nismo u mogućnosti da pošaljemo bilo kakve informacije kupcu. Budite sigurni da se bavimo ovim najbolje što možemo i javićemo vam se kada bude završeno. To više nije na nama, čekamo odgovor procesora da vam da konačan odgovor."
ja odgovaram:
„Da, ali kada ste ga poslali? 30 dana od kada? Koji datum?"
ovo je poslednji mejl, u utorak. Nisam dobio odgovore na to pitanje niti povrat novca.
Did you not recived the email i send to you with the details? I send it to you 5/8.
They send an email to me on tuesday 6/8
"Dear T***,
As we have indicated to you previously. Your refund has already been requested with the processor, I understand your frustration but it is not up to us. They have your case and as soon as your refund is processed or there is an update we will inform you.
Please note that processors can take up to 30 days to process such requests. "
i reply them
"Can you send me a proof that refund has Been send to processor?"
betfoxx reply:
"This information is internal to us, we are unable to send any information to the customer. Rest assured we are handling this to the best of our ability and will get back to you when it is complete. It is no longer up to us, we are waiting for the processor's response to give you a final answer."
i reply:
"yes but when did you sent it? 30 days from when? What date?"
this is the last email, on tuesday. I have not recived reapons on that question or refund.
Razumem da je povraćaj novca odložen i da se ne sećate tačnog datuma kada je zatražen. Međutim, približan datum bi bio od pomoći, jer proces povraćaja novca ponekad može trajati duže od običnih povlačenja, potencijalno do 30 dana.
Hvala.
Hi Tiar001,
I understand that the refund has been delayed and you don't recall the exact date it was requested. However, an approximate date would be helpful, as refunds can sometimes take longer to process than regular withdrawals, potentially up to 30 days.
Puno vam hvala, Tiar001, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@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, Tiar001, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
Hvala Tiar001 što nam je pružio sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim Betfokk kazino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo šta je problem sa povlačenjem i šta možemo da uradimo da pomognemo igraču da dobije povraćaj novca.
Hvala vam!
Hello there,
Thank you Tiar001 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betfoxx Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their refund.
Hvala vam što ste nam se obratili. Dobio sam vašu poruku od kazino gurua. Razumemo vašu frustraciju i zabrinutost u vezi sa nedavnim problemima na koje ste naišli sa svojim nalogom i transakcijama koje ste opisali.
Nakon što smo pažljivo pregledali vaš slučaj, sa žaljenjem vas obaveštavamo da je vaš nalog zatvoren. Ova odluka je doneta u skladu sa našim Uslovima i odredbama, posebno našim pravom na prijem i našim politikama protiv lažnih aktivnosti klađenja.
Budite uvereni da takve stvari shvatamo veoma ozbiljno i da smo sproveli temeljnu istragu pre nego što smo došli do ovog zaključka. Naše akcije su vođene potrebom da obezbedimo fer i bezbedno okruženje za sve naše igrače.
Razumemo da ovo nije ishod kojem ste se nadali i iskreno se izvinjavamo zbog neprijatnosti koje je ovo moglo prouzrokovati. Ako imate dodatnih pitanja ili vam treba pojašnjenje, slobodno kontaktirajte naš tim za podršku.
Hvala vam na razumevanju.
Srdačan pozdrav,
Maverick"
Ne znam šta misle sa " našim pravom na prijem i našim politikama protiv lažnih aktivnosti klađenja ".
Ali moj račun je i dalje otvoren, ali ne za povlačenje kao ranije.
Takođe im odgovaram i pitam za proces refundiranja, jer je prošlo više od 20 dana. Ali nisu odgovorili.
Kazino šalje ovo 8/6. Od tada nisam više čuo niti dobio nikakav odgovor o procesu.
Do sada kada fokkpartner pošalje ovu e-poštu.
Hi again.
They have send me an email yesterday. Its from foxxpartners.
"Hey there!
Thank you for reaching out to us. Got your message from casino guru. We understand your frustration and concern regarding the recent issues you’ve encountered with your account and the transactions you described.
After carefully reviewing your case, we regret to inform you that your account has been closed. This decision was made in accordance with our Terms and Conditions, particularly our right of admission and our policies against fraudulent betting activities.
Please be assured that we take such matters very seriously, and we have conducted a thorough investigation before reaching this conclusion. Our actions are guided by the need to ensure a fair and secure environment for all our players.
We understand that this is not the outcome you were hoping for, and we sincerely apologize for any inconvenience this may have caused. Should you have any further questions or need clarification, please feel free to contact our support team.
Thank you for your understanding.
Best regards,
Maverick"
I dont know what they mean with "our right of admission and our policies against fraudulent betting activities".
But my account is still opend, but not for withdrawal as erlier.
I also reply them and ask about the refund process, cuse it have been more than 20 days now. But they have not respond.
The casino send this the 8/6. Since that i have not heard any more or recive any respond on the process.
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.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Mogu samo da vam preporučim da birate kazina prema njihovim recenzijama i ocenama u budućnosti kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Petar
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
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