Igraču iz Njemačke blokiran je račun zbog revizije nakon što je prikupio značajnu pobjedu na esports igrama. Odbili smo ovu žalbu jer se radi o sportskom klađenju.
The player from Germany had their account blocked for an audit after accumulating a substantial win on esports games. We rejected this complaint as it was sports betting related.
Igraču iz Njemačke blokiran je račun zbog revizije nakon što je prikupio značajnu pobjedu na esports igrama. Odbili smo ovu žalbu jer se radi o sportskom klađenju.
Pre nekoliko nedelja sam se prijavio za Betmaster da bih se kladio na esport igre. Budući da sam vrlo upućen u to područje i da sam uvijek pažljivo promatrao rezultate u prošlosti, kladio sam se na vrlo velike kvote. Sada su se ove oklade raskinule i osvojio sam oko 30.000 eura. Kad sam se sljedećeg jutra pokušao prijaviti, moj račun je blokiran. Pitao sam za razloge tijekom chata uživo i rečeno mi je da se potvrdim i nakon otprilike 14 dana ponovo dobivam obavijest i pristup svom računu. Odmah sam predao sve dokumente, ali potvrda nije stigla. Nakon 3 tjedna pitao sam za to i rečeno mi je da bi se stručnjaci trebali pobrinuti za to, pa bih trebao pričekati neko vrijeme. Sad sam odložen s tim još 3 tjedna i još uvijek se ne mogu prijaviti. Imao sam puno pojma i sreće, a sada mi odbijaju dati novac koji sam osvojio jer je to velik iznos .
I signed up with Betmaster a few weeks ago to bet on esport games. Since I am very knowledgeable in the field and have always observed the results very closely in the past, I have placed some bets on very high odds. Now these bets have come off and I have won around 30,000 euros. When I tried to log in the next morning, my account was blocked. I asked for the reasons during live chat and I was told to verify myself and after about 14 days I get a notification and access to my account again. I immediately submitted all the documents, but no confirmation was received. After 3 weeks I asked about it and I was told the specialists would have to take care of it and I should wait a while. Now I've been put off with it for another 3 weeks and I still can't log in. I just had a lot of clue and luck and now they are refusing to give me the money I have won because it is a large amount.
Ich habe mich vor einigen Wochen bei Betmaster angemeldet um dort auf Esport Spiele zu setzen. Da ich mich in dem Bereich sehr gut auskenne und die Ergebnisse immer sehr beobachtet in der Vergangenheit habe ich einige Wetten auf sehr hohe Quoten gesetzt. Nun sind diese Wetten aufgegangen und ich habe ca 30000 Euro gewonnen. Als ich mich am nächsten Morgen einloggen wollte war mein Konto gesperrt. Ich habe beim livechat nach den Gründen gefragt und man sagte mir ich solle mich Verifizieren und bekomme nach ca 14 Tagen Bescheid und wieder Zugriff zu meinem Konto. Ich habe sofort alle Dokumente eingereicht aber es kam keine Bestätigung. Nach 3 Wochen fragte ich nach und man sagte mir die Spezialisten müssten sich darum kümmern ich solle etwas warten. Nun werde ich seit weiteren 3 Wochen damit hingehalten und ich kann mich immer noch nicht einloggen. Ich habe einfach viel Ahnung und Glück gehabt und nun verweigern sie mir mein gewonnenes Geld weil es ein großer Betrag ist.
Dragi Alex,
Hvala vam što ste podnijeli žalbu i proslijedili svu relevantnu komunikaciju. Prvo, dozvolite mi da vam čestitam na sjajnoj pobjedi.
Molimo vas da shvatite da je uobičajena procedura za kazina da revidiraju račune igrača, posebno nakon što skupe znatne dobitke. Iz našeg iskustva može potrajati 14 dana, ali svaki je casino drugačiji i ima svoju proceduru koju treba poštivati. Zbog toga igračima savjetujemo strpljenje i potpunu suradnju s kasinom.
Možete li nas posavjetovati da li ste ranije imali neke druge sesije igara? Postoji li šansa da ste sačuvali historiju igara prije nego što je vaš račun blokiran?
Nadam se da ćemo vam moći pomoći da što prije riješite ovaj problem. Radujem se vašem javljanju.
Srdačan pozdrav,
Petronela
Dear Alex,
Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise if you had any other game sessions previously? Is there any chance that you saved your game history before your account has been blocked?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hvala vam što brinete o mom poslu. Tamo sam se prijavio 24. avgusta da bih se kladio na ove esport igre. Odigrao sam tamo i nekoliko oklada prije svoje velike pobjede i ovdje sam osvojio manje iznose. Prvi pokušaj povlačenja 27. avgusta nažalost nije uspio zbog tehničkih problema u kasinu. Tada sam nastavio igrati i ostvario sam ovu visoku zaradu sa nekoliko listića u toku 28. do 29. avgusta. Nažalost, nisam imao priliku spasiti igru, ali imam snimke zaslona nekih oklada i barem jedan snimak ekrana od noći koji pokazuje da je stanje na mom računu već bilo 23.000 eura. Mogu vam ovo poslati. Imate li e-mail da ga pošaljete ili bih ga trebao staviti ovdje?
Pozdrav Aleksander
Thank you for taking care of my business. I signed up there on August 24th to bet on these esport games. I also played a few bets there before my big win and won smaller amounts here too. A first attempt to withdraw on August 27th unfortunately did not work due to technical problems on the part of the casino. Then I continued to play and achieved these high profits with several betting slips in the course of August 28th to 29th. Unfortunately, I didn't have the opportunity to save the game, but I have screenshots of some bets and at least one screenshot from the night that shows that my account balance was already at 23,000 euros. I can send this to you. Do you have an email to send it to or should I put it right here?
Greetings Alexander
Vielen Dank das sie sich meiner Angelegenheit annehmen. Ich habe mich am 24. August dort angemeldet um auf diese Esport Spiele zu tippen. Ich habe auch vor meinem großen Gewinn schon dort einige Wetten gespielt und auch hier kleinere Beträge gewonnen. Ein erster Auszahlungsversuch am 27.August hat leider aufgrund von technischen Problemen vonseiten des Casinos schon nicht geklappt. Dann habe ich weitergespielt und mit mehreren Wettscheinen im Laufe des 28 bis 29. August diese hohen Gewinne erzielt. Leider habe ich nicht mehr die Gelegenheit gehabt den Spielverlauf zu speichern aber ich habe Screenshots einiger Wetten und zumindest einen Screenshot aus der Nacht der zeigt das mein Kontostand dort schon auf 23000 Euro stand. Diese kann ich Ihnen gerne zukommen lassen. Haben sie eine Email an die ich es schicken soll oder soll ich diese direkt hier reinsetzen?
Liebe Grüße Alexander
Da, molim vas, proslijedite sve relevantne snimke ekrana na petronela.k@casino.guru . Hvala vam unaprijed.
Yes please, forward any relevant screenshots to petronela.k@casino.guru. Thank you in advance.
Dragi Alex,
Nakon bliže istrage shvatili smo da je ova žalba povezana sa sportskim klađenjem. Kao što možda znate, naš forum Casino.Guru bavi se žalbama samo na online kockarnice. Razumijem da vam mora biti teško, ali nažalost, nemamo dovoljno uvida da preuzmemo ovu vrstu problema. U vaše ime mogu nastaviti komunikaciju s kasinom i pokušati dobiti neke dodatne informacije, ali u isto vrijeme bit ću prisiljen odbiti vašu žalbu. Ako vam je prikladno, možemo nastaviti našu komunikaciju putem e-pošte. Moja adresa e-pošte je petronela.k@casino.guru .
Puno vam hvala na razumevanju.
Dear Alex,
After a closer investigation we’ve realized that this complaint is sports betting related. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue communication with the casino on your behalf and try to get some more information, but in the same time I will be forced to reject your complaint. If it’s convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.
Thank you very much for your understanding.
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.
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.