Igračev račun je blokiran zbog verifikacije koja je u toku. Na osnovu pruženih dokaza, na kraju smo odbili žalbu jer nije bila opravdana.
The player's account got blocked due to ongoing verification. Based on the evidence provided, we ended up rejecting the complaint because it was not justified.
Igračev račun je blokiran zbog verifikacije koja je u toku. Na osnovu pruženih dokaza, na kraju smo odbili žalbu jer nije bila opravdana.
Izgubio sam desetine hiljada eura na betnaster.io. U cashback programu mi je kreditirano 2x5000 EUR. Kada sam htio predati novac, moj račun je bio blokiran. Kada kontaktiram podršku, uvijek mi odgovaraju dok ne dam svoje podatke - nakon toga više ne. Sve sam dokumentovao.
I lost tens of thousands of euros at betnaster.io. In a cashback program I was credited with 2x5000 EUR. When I wanted to hand over the money, my account was blocked. When I contact support, they always answer until I give my details - after that no more. I documented everything.
Ich habe bei betnaster.io mehrere zehntausend Euro verloren. In einem cashback Programm wurden mir 2x5000,- EUR gutgeschrieben. Als ich das Geld abgeben wollte wurde mein Konto gesperrt. Wenn ich den Support kontaktiere wird immer geantwortet bis ich meine Daten nenne - danach nicht mehr. Ich habe alles dokumentiert.
Zdravo alexanderbmoser,
Hvala vam puno što ste podnijeli žalbu i zaista mi je žao što čujem za vaš problem sa Betmaster Casino. Dozvolite mi da vam postavim još nekoliko pitanja prije nego krenemo naprijed.
Možete li molim vas da nam kažete kada je tačno vaš račun zatvoren? Da li su od vas tražili dokumente za verifikaciju i ako jeste, da li ste ih dali? Kada ste zadnji put kontaktirali kazino s ovim problemom i da li su vam odgovorili?
Radujem se vašem odgovoru.
pozdrav,
Nick
Hello alexanderbmoser,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is your account closed? Did they request documents from you for the verification and if yes, did you provide them? When was the last time you contacted the casino with this issue and did they respond to you?
Looking forward to your answer.
Regards,
Nick
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Zdravo alexanderbmoser,
Ako je vaš račun zatvoren 2020., mogu zamisliti da kasino možda više nema ni vaše podatke. Možete li mi reći kada ste zadnji put komunicirali s njima?
Hello alexanderbmoser,
If your account got closed at 2020, I can imagine that the casino maybe no longer even has your details. Could you please advise when was the last time you communicated with them?
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Zdravo alexanderbmoser,
Čini se kao čudan slučaj nakon toliko vremena. Vjerujem da sve dok imate pravi novac na svom kazino računu, kazino bi trebao isplatiti saldo, molim vas obavijestite da li jeste ili ne. Također, da li ste primili bilo kakvu e-poštu nakon što su zatvorili vaš račun s objašnjenjem? Molimo pokušajte provjeriti postoji li i ako postoji, proslijedite ga na nikolas.b@casino.guru.
Hello alexanderbmoser,
Seems like a strange case after such long time. I believe that as long as you had any real money on your casino account, the casino should pay out the balance, please advise if you did have or not. Also did you receive any e-mail after they closed your account with an explanation? Please try to check if and if there is one, forward it to nikolas.b@casino.guru.
Zdravo Nick, od dana kada sam želeo da podignem novac, betmaster nije odgovorio - kao što sam rekao, sve je dokumentovano. Upravo sam ti poslao e-mail sa svim odgovorima koje sam tada dobio.
Hi Nick, since the day I wanted to withdraw the money, betmaster hasn't responded - as I said, everything is documented. I just sent you an email with all the replies I got back then.
Moin Nick, seit dem Tag als ich das Geld abheben wollte reagiert betmaster nicht mehr - wie gesagt ist alles dokumentiert. Ich habe dir gerad eine Mail mit allen Antworten die ich damals noch bekommen habe geschickt.
Zdravo alexanderbmoser,
Možete li, molim vas, da nam kažete da li je vaš saldo u trenutku zatvaranja bio u potpunosti gotovinski bonus ili ste i tamo imali stvarno stanje? Da li ste dobili bonus za igranje kazina ili sportsko klađenje?
Hello alexanderbmoser,
Could you please advise if your balance at the time of the closure was entirely the cash back bonus or did you have real balance there too? Did you receive the bonus for playing casino or sports betting?
Bio je to povrat novca zbog mojih visokih depozita. Međutim, moji depoziti su bili toliko visoki samo zbog programa povrata novca.
It was cashback due to my high deposits. However, my deposits were only so high because of the cashback program.
Es war aufgrund meiner hohen Einzahlungen ein cashback. Allerdings waren meine Einzahlungen nur so hoch, weil es das cashback Programm gab.
Hvala alexanderbmoser na svim informacijama. Sada ću proslediti vašu žalbu kolegi Petru koji će vam od sada pomagati.
Želim vam puno sreće u rješavanju.
pozdrav,
Nick
Thank you alexanderbmoser for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo alexanderbmoser,
Pogledao sam vaš slučaj i shvatio sam situaciju. Kontaktirat ću kazino i vidjeti mogu li pomoći. Pozvao bih Betmaster Casino na razgovor da učestvujem u rješavanju ove žalbe.
Hello alexanderbmoser,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betmaster Casino to the conversation to participate in the resolution of this complaint.
Zamolili bismo Casino da odgovori na ovu žalbu. Tajmer produžavamo za 7 dana. Ako kazino ne odgovori u zadanom roku, žalbu ćemo zatvoriti kao 'neriješenu'.
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’.
Zdravo,
Provjerili smo dostavljene podatke i vidimo da je dotični kupac igrao kod nas 2020. godine. Odlukom VIP menadžera, njemu je kreditiran povrat novca na osnovu njegove igračke aktivnosti, u ovom trenutku nije bilo ličnih sredstava na računu igrača balans. Nažalost, u isto vrijeme smo dobili obavještenje od provajdera plaćanja da je igrač banci podnio lažni zahtjev za povraćaj sredstava za sva svoja deponovana i izgubljena sredstva navodeći lažne informacije da mu naša kompanija nije pružala nikakve usluge i da nije igraj se sa nama uopšte.
Prema našim Uvjetima i odredbama:
8. Kompanija ponekad prima zahtjeve za povraćaj sredstava od izdavaoca kartica u vezi sa klijentima i ličnim računima. Ovo se dešava kada Klijent tvrdi da relevantna transakcija nije preduzeta od strane Klijenta. Ako to zatražite od dobavljača svoje kartice, imamo pravo obustaviti lični račun dok istražujemo povraćaj sredstava. Ako se primi zahtjev za povraćaj sredstava, kontaktirat ćemo vas da potvrdimo transakciju / istražimo zahtjev za povraćaj sredstava. Podsjetnici se mogu slati ako se tražena potvrda ne primi. Ako ne budemo u mogućnosti da vas kontaktiramo, vaš lični nalog može ostati suspendovan ili zatvoren. Nažalost, nisu svi zahtjevi za povraćaj sredstava validni i mogu, kada se podnose bez osnova, predstavljati prevaru/pokušaj prevare protiv Kompanije. U slučaju nevažećih ili lažnih zahtjeva za povraćaj sredstava, zatvorit ćemo vaš lični račun i zamrznuti sredstva.
Na osnovu T&C-a, nalog klijenta je suspendovan radi dalje istrage. Povraćaj novca od strane kompanije je deaktiviran.
Nadalje, korisnik je podnio različite žalbe regulatoru kompanije tražeći od regulatora da pomogne u dobivanju deaktiviranog bonusa. Međutim, nakon što je razmotrio sve dokaze koje su pružili kompanija i igrač (dokaz o depozitima, aktivnosti igara, zahtjev za povraćaj sredstava, itd.), regulator je presudio u korist naše kompanije i odbio žalbu. Igrač sada nastavlja narušavati reputaciju kompanije klevetom samo zato što je iscrpio sve pravne lijekove i ne može koristiti nikakve istinite argumente u žalbenim procesima.
pozdrav,
BM Team
Hello,
We have checked the provided information and see that the customer in question was playing with us in 2020. By decision of the VIP Manager, he was credited a cashback based on his gaming activity, at this time there were no personal funds on the player’s account balance. Unfortunately, at the same time, we received a notification from the payment provider that the player submitted a false chargeback request against all his deposited & lost funds to the bank stating false information that our company did not provide him any services and that he did not play with us at all.
According to our T&Cs:
8. The Company sometimes receives chargeback requests from issuing card providers in relation to Clients and Personal Accounts. This occurs when a Client claims that the relevant transaction was not undertaken by the Client. If this is claimed by you to your card provider, we have the right to suspend Personal Account whilst we investigate the chargeback. If a chargeback request is received, we will contact you to confirm the transaction / investigate the chargeback request. Reminders may be sent should the requested confirmation not be received. If we are unable to contact you, your Personal Account may remain suspended or be closed. Sadly, not all chargeback requests are valid and can, when made without basis, constitute a fraud / attempted fraud against the Company. In the case of invalid or false chargeback requests, we will close your Personal Account and freeze the funds.
On the basis of the T&C, the customer’s account was suspended for further investigation. The credited cashback by the company was deactivated.
Furthermore, the customer submitted various complaints to the company’s regulator asking for the regulator to assist in obtaining the deactivated bonus. However, after considering all the evidence provided by the company and the player (proof of deposits, gaming activity, chargeback request, etc), the regulator ruled in favour of our company and declined the complaint. The player keeps now damaging the company's reputation by defamation just because he has exhausted all legal remedies and cannot use any truthful arguments in complaints processes.
Regards,
BM Team
Hvala Betmaster Casino timu na objašnjenju.
Dragi alexanderbmoser,
Možete li potvrditi da je izjava iz kazina tačna? Ako ste namjerno izvršili povraćaj svih vaših depozita, bojim se, više nemate pravo na bonuse čak ni na dobitke.
Thank you Betmaster Casino team for the explanation.
Dear alexanderbmoser,
Can you confirm that the statement from the casino is correct? If you made a chargeback of all your deposits purposely, I'm afraid, you are no longer eligible for any bonuses even winnings.
Dobro jutro,
Ne mogu to potvrditi.
Samo kada to uradim
Nisam mogao da se kladim niti da podignem cashback, pa sam preduzeo akciju jer sam se osećao prevarenim i od tog trenutka više nisam verovao betmasteru. Srećom, sve sam dokumentirao snimcima ekrana i video zapisima, a ovo naravno pokazuje i dan kada sam želio iskoristiti povrat novca - ovo je naravno prije dana mog pokušaja povraćaja sredstava. Također sam mjesecima pokušavao dobiti pregled svojih depozita i isplata od Betmastera i uvijek ću reći da nikada nisam bio ignoriran kao klijent. Oni jednostavno ne reaguju na razne mejlove, iako je betmaster dužan da mi pošalje te podatke prema DSGVO uredbi. Možda je sve samo nesporazum i betmaster predloži sporazum - to bi naravno zatvorilo slučaj za mene.
Good morning,
I can not confirm that.
Only when I do that
I couldn't bet or withdraw cashback, so I took action because I felt cheated and from that moment on I didn't trust betmaster anymore. Luckily I documented everything with screenshots and videos and this of course also shows the day on which I wanted to use the cashback - this is of course before the day of my attempted chargebacks. I've also been trying to get an overview of my deposits and withdrawals from Betmaster for months and will always state that I was never ignored as a customer. They simply do not react to various emails, although betmaster is obliged to send me this data according to the DSGVO regulation. Maybe it's all just a misunderstanding and betmaster proposes an agreement - that would of course close the case for me.
Guten Morgen,
das kann ich so nicht bestätigen.
Erst als ich das
Cashback nicht setzen oder abheben konnte, bin ich aktiv geworden, da ich mich betrogen gefühlt habe und ab diesem Moment kein Vertrauen mehr zu betmaster gehabt habe. glücklicherweise habe ich mit Screenshots und Videos alles dokumentiert und daraus geht dann natürlich auch der Tag hervor an dem ich das cashback nutzen wollte - dieser liegt natürlich vor dem Tag meiner versuchten Rückbuchungen. Ebenfalls versuche ich seit Monaten eine Übersicht meiner Ein- und Auszahlungen von Betmaster zu erhalten und werde dort immer wieder mit aussagen, dass ich nie Kunde war ignoriert. Auf diverse emails wird einfach nicht reagierst obwohl betmaster laut DSGVO Verordnung dazu verpflichtet ist mir diese Daten zu senden. Vielleicht ist ja alles nur ein Missverständnis und betmaster schlägt mir eine Einigung vor - damit wäre der Fall dann für mich natürlich auch abgeschlossen.
Hvala alexanderbmoser na odgovoru.
Poštovani Betmaster Casino tim,
Možete li, molim vas, poslati relevantne dokaze koji podržavaju vaše tvrdnje na moju e-mail adresu (peter.m@casino.guru)? Osetljive informacije mogu biti zamućene.
Thank you alexanderbmoser for your reply.
Dear Betmaster Casino team,
Could you please send relevant evidence supporting your claims to my email address (peter.m@casino.guru)? Sensitive information can be blurred out.
Hvala Betmasteru na e-poruci, poslao sam vam dodatna pitanja.
Dragi alexanderbmoser,
Ako imate više dokaza, možete ih poslati na peter.m@casino.guru.
Thank you Betmaster for your email, I sent you some additional questions.
Dear alexanderbmoser,
If you have more evidence, you can send it to peter.m@casino.guru.
zdravo Peter,
Posjedujem svu dokumentaciju iz 2020 inc. Snimci ekrana i video zapisi poslani putem e-pošte. Ovo jasno pokazuje da isplata nije bila moguća i da sam samo naknadno pokušao izvršiti povraćaj sredstava. Pošto je Betmaster po sopstvenom priznanju renomiran kazino, mogu samo da zamislim da je, kao što sam rekao, došlo do nesporazuma i da ću ipak dobiti svoj novac.
Hi Peter,
I have all the documentation from 2020 inc. Screenshots and videos sent via email. This clearly shows that the payout was not possible and I only tried to make the chargebacks afterwards. Since Betmaster is a reputable casino by its own admission, I can only imagine that, as I said, there was a misunderstanding and that I will still get my money.
Hallo Peter,
ich habe die die gesamte Dokumentation aus 2020 inc. Screenshots und Videos via Mail geschickt. Hieraus geht eindeutig hervor, dass die Auszahlung nicht möglich war und ich erst danach versucht habe die Rückbuchungen vorzunehmen. Da Betmaster ja aus eigener Aussage ein seriöses Casino ist kann ich mir nur vorstellen, dass es sich wie gesagt um ein Missverständnis gehandelt hat und ich mein Geld nun doch noch bekommen werde.
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Dobio sam 2x povraćaj novca od 5000€ i mogao sam da isplatim iznos u jednom iznosu, čak iu manjim delimičnim iznosima, a takođe nisam mogao da se kladim. Kada sam pitao, samo mi je rečeno da je isplata moguća tek nakon verifikacije. Kada je verifikacija završena, moj nalog je jednostavno blokiran - pogledajte snimke ekrana koje sam vam poslao.
Betmasterova aplikacija se tada zvala QBet
Zbog činjenice da nisam primio isplatu, nisam mogao da se kladim i iznenada mi je račun blokiran, pokrenuo sam povraćaj sredstava u svojoj banci. Razlog koji sam naveo je da usluga nije ispunjena, što je takođe tačno, jer nisam mogao ni da povlačim sredstva ni da se kladim.
Nikada nisam dobio rješenje od nadzornog organa. Moja banka me je samo obavijestila da povraćaj sredstava nije moguće za kockanje i savjetovala me da to prijavim.
I received 2x €5000 cashback and was able to pay out the amount in one sum, even in smaller partial amounts and I was also unable to place bets. When I asked, I was only told that the payout is only possible after verification. When verification was complete, my account was simply blocked - see screenshots I sent you.
Betmaster's app was then called QBet
Due to the fact that I did not receive the payout, could not bet and suddenly my account was blocked, I initiated chargebacks at my bank. The reason I gave was that a service was not fulfilled, which is also true, since I could neither withdraw funds nor place bets.
I never received a decision from the supervisory authority. My bank only informed me that chargebacks are not possible for gambling and advised me to report it.
Ich haben 2x 5000€ Cashback erhalten und konnte den Betrag werde in einer Summe auszahlen , noch in kleineren Teilbeträgen und auch Wetten konnte ich nicht platzieren. Auf Nachfrage wurde mir nur gesagt, dass die Auszahlung erst nach Verifizierung möglich ist. Als die Verifizierung abgeschlossen war, wurde mein Konto einfach gesperrt - siehe Screenshots die ich dir übermittelt hatte.
Die App von Betmaster hiess damals QBet
Aufgrund der Tatsache, dass ich die Auszahlung nicht erhalten habe, nicht wetten konnte und auf einmal mein Konto gesperrt wurde habe ich bei meiner Bank Rückbuchungen eingeleitet. Als Grund habe ich gennant, dass eine Dienstleistung nicht erfüllt wurde, was ja auch stimmt, da ich weder Guthaben abheben konnte noch wetten platzieren konnte.
Eine Entscheidung von der Aufsichtsbehörde habe ich nie erhalten. Meine Bank hat mir nur mitgeteilt, dass chargebacks bei Glücksspiel nicht möglich sind und mir zu einer Anzeige geraten.
Dragi alexanderbmoser,
Interno smo razgovarali o vašoj žalbi i bojim se da vam nećemo moći pomoći s ovom. Prvo, dobili ste 2x povraćaj novca od 5000€ od kazina što je bio svojevrsni bonus lojalnosti. Obično, ovi bonusi dolaze sa zahtjevom za klađenje. To je vjerovatno razlog zašto niste mogli odmah povući sredstva. Drugo, vi ste tada izvršili povraćaj, nažalost, lažnom optužbom. Kazino je odlučio da vrati bonus lojalnosti. Uzimajući u obzir sve okolnosti, uvjereni smo da kazino nije učinio ništa loše i da su preduzeti koraci bili legitimni. Obično bih vam preporučio da kontaktirate nadležno tijelo za igre na sreću, međutim, ono je već odlučilo u korist kazina. Bojim se da su nam ruke vezane. Voleo bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear alexanderbmoser,
We discussed your complaint internally and I'm afraid we won't be able to help you with this one. Firstly, you received 2x €5000 cashback from the casino which was kind of a loyalty bonus. Usually, these bonuses come with a wagering requirement. That is probably the reason why you weren't able to withdraw the funds right away. Secondly, you then made the chargeback, unfortunately, with a false accusation. The casino decided to take the loyalty bonus back. Considering all the circumstances, we are convinced that the casino didn't do anything wrong and the steps taken were legitimate. Normally, I would recommend you to contact the gaming authority, however, it already decided in favor of the casino. I'm afraid our hands are tied. I wish I could be of more help.
Best regards,
Peter
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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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.