NaslovnaPritužbeBetpanda Casino - BetPanda nije uspela da zatvori nalog igrača uprkos zahtevu za samoisključivanje.
Betpanda Casino - BetPanda nije uspela da zatvori nalog igrača uprkos zahtevu za samoisključivanje.
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Sigurnosni indeks
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.
The player from Norway had reported an issue with BetPanda Casino, where despite his requests for account closure due to self-acknowledged gambling addiction, the account had remained active. The player had made multiple attempts to reach the casino for immediate closure and review of recent deposits, but to no avail. The player also claimed that the casino's response time and handling of the situation had been unsatisfactory. Despite our team's efforts to mediate the situation and contact the casino, the casino had remained unresponsive. We concluded that the casino had failed to handle the self-exclusion process correctly, leading us to mark the complaint as 'unresolved'. This outcome had negatively affected the casino's safety rating on our website.
Igrač iz Norveške je prijavio problem sa BetPanda kazinom, gde je uprkos njegovim zahtevima za zatvaranje naloga zbog samopriznate zavisnosti od kockanja, nalog ostao aktivan. Igrač je više puta pokušao da dođe do kazina radi momentalnog zatvaranja i pregleda nedavnih depozita, ali bezuspešno. Igrač je takođe tvrdio da je vreme odgovora kazina i postupanje sa situacijom bili nezadovoljavajući. Uprkos naporima našeg tima da posreduje u situaciji i kontaktira kazino, kazino nije reagovao. Zaključili smo da kazino nije pravilno postupio sa procesom samoisključenja, što nas je navelo da označimo žalbu kao „nerešenu“. Ovaj ishod je negativno uticao na ocenu bezbednosti kazina na našoj veb stranici.
Pišem da izrazim svoju duboku zabrinutost i frustraciju u vezi sa rešavanjem mog zahteva da zatvorim svoj BetPanda nalog i moju stalnu sposobnost kockanja uprkos mojoj jasnoj izjavi da sam zavisnik od kockanja.
(Kada sam poslao zvaničnu žalbu, odmah su zatvorili račun u roku od minuta, ali nisu odgovorili)
Prvo sam kontaktirao 2. oktobra support@betpanda.io i accounts@betpanda.io da zatražim zatvaranje mog naloga. Na moje iznenađenje, obavešten sam da je zatvaranje računa moguće samo za one koji su ostali neaktivni ceo kalendarski mesec. Ovo je prilično zbunjujuće, s obzirom na to da Odeljak 9 vaših uslova i odredbi eksplicitno ističe postojanje politike odgovornog igranja igara.
Kasnije sam kontaktirao njihov tim za podršku 8. oktobra (drugi put) da ponovim svoj zahtev za zatvaranje naloga. Nažalost, uprkos mojim molbama i priznanjima da sam zavisnik od kockanja, ništa nije preduzeto, a ja sam nastavio da mogu da uplaćujem i kockam na platformi.
Potpuno sam svestan da vaša politika odgovornog igranja kaže da transakcije i depoziti napravljeni pre žalbe ne ispunjavaju uslove za povraćaj sredstava, sa čime se potpuno slažem. Međutim, od kada sam podneo zahtev, napravio sam više depozita i kladio se, što smatram da nije fer prema meni kao zavisniku od kockanja. Politika odgovornog igranja igara treba da se sprovede odmah kako bi se pojedinci poput mene zaštitili od štete koju izaziva zavisnost.
Ljubazno tražim sledeće:
1. Odmah zatvaranje mog BetPanda naloga u skladu sa politikom odgovornog igranja i kako sam prvobitno zahtevao 2. oktobra.
2. Detaljan pregled mojih nedavnih depozita i opklada napravljenih nakon mog zahteva za zatvaranje računa, sa ciljem izdavanja povraćaja sredstava za ove transakcije.
3. Pošteno je prema kazinu da isključi sve transakcije pre njihovog potvrde 8. oktobra, jer ne možemo pretpostaviti da je kazino znao za moju zavisnost pre njihovog e-maila o odbijanju zatvaranja. Zatim se ovo odnosi na sve transakcije izvršene između datuma 08.10.2023 (oktobar) do dana.
Pozivam vas da razmislite o ozbiljnosti moje situacije i odgovornosti koju BetPanda ima prema obezbeđivanju bezbednog i odgovornog okruženja za igre. Verujem da preduzimanje brzih akcija kao odgovor na moj zahtev nije samo ispravna stvar, već i u skladu sa vašom politikom odgovornog igranja igara.
Radujem se vašem brzom odgovoru i rešenju ovog pitanja.
I am writing to express my deep concern and frustration regarding the handling of my request to close my BetPanda account and my ongoing ability to gamble despite my clear declaration of being an addicted gambler.
(When i sent an official complaint, they immediately closed the account within the minute, but has not responded)
On October 2nd, I initially contacted support@betpanda.io and accounts@betpanda.io to request the closure of my account. To my surprise, I was informed that the closure of accounts is only possible for those that have remained inactive for a whole calendar month. This is rather perplexing, considering that Section 9 of your terms and conditions explicitly outlines the existence of a responsible gaming policy.
I subsequently reached out to their support team on October 8th (Second time) to reiterate my request for account closure. Unfortunately, despite my pleas and admissions of being addicted to gambling, no action has been taken, and I have continued to be able to deposit and gamble on the platform.
I am fully aware that your responsible gaming policy states that transactions and deposits made prior to a complaint are not eligible for refund, which I wholeheartedly agree with. However, since making my request, I have made multiple deposits and placed bets, which I believe is unfair to me as a gambling addict. The responsible gaming policy should be enforced promptly to protect individuals like me from the harm of addiction.
I kindly request the following:
1. Immediate closure of my BetPanda account as per the responsible gaming policy and as I initially requested on October 2nd.
2. A thorough review of my recent deposits and bets made after my request for account closure, with the aim of issuing a refund for these transactions.
3. It is only fair to the casino to exclude any transactions before their acknowledgement on the 8th of october, because we can't presume the casino knew about my addiction before their email of denying closure. Then this regards all transactions made between the 08.10.2023 (October) to days date.
I urge you to consider the seriousness of my situation and the responsibility that BetPanda has towards ensuring a safe and responsible gaming environment. I believe that taking swift action in response to my request is not only the right thing to do but also in line with your stated responsible gaming policy.
I look forward to your prompt response and resolution of this matter.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Betpanda kazinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Možete li da nam kažete da li ste uplatili depozit u kazinu između 2. i 8. oktobra?
Da li sam dobro razumeo da ste već kontaktirali kazino u vezi sa vašim zahtevom za povraćaj novca? Da li ste dobili bilo kakav odgovor od kazina u vezi sa vašim zahtevima, osim izjave o neaktivnim računima?
Pošaljite mi bilo koju komunikaciju koju ste dobili od kazina u vezi sa ovim problemom, molim. Moj imejl je _KSKSKSKSKS_0@email.kkkkk
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear kingdms,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betpanda Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise if you made any deposits in the casino between October 2nd and October 8th?
Do I understand correctly you already contacted the casino regarding your request for a refund? Have you received any response from the casino regarding your requests at all other than the statement regarding inactive accounts?
Send me any communication you received from the casino regarding the issue, please. My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Da razjasnim i jednu stvar. Nemam više naloga na betpandi, samo jedan. Ali nisu uspeli da zatvore jedan na 2 zasebna zahteva koji su zahtevali tako zbog zavisnosti od kockanja.
Ironija je u tome što im je, kada sam došao treći put da im dam zvaničnu žalbu, trebalo manje od jednog minuta da zatvore moj nalog, dok je na sve ostale zahteve po e-poruci trebalo oko 4 dana za odgovore.
Betpanda je takođe naveo da ćaskanje za podršku ne može da obradi zatvaranje naloga, dok su oni u ovom slučaju uradili.
Dakle, generalno, ovaj kazino je ovde delovao veoma loše. A zahtev za povraćaj u objektivnom pogledu treba da razmotre. Ako ne, trebalo bi da u budućnosti uklone odgovorno igranje iz odeljka 9 u svojim uslovima.
Thomas,
Let me also clear one thing. I don't have multiple accounts on betpanda, only one. But they failed to close one on 2 seperate requests demanding so due to gambling addiction.
The irony in this is that, when i came the third time to give them the formal complaint, it took them under a minute to close my account, when all other requests per email has taken about 4 days for responses.
Betpanda also stated that support chat can't process a account closure, while they in this case did.
So overall this casino acted in very bad faith here. And a refund request in a objective view should be considered by them. If not they should remove the responsible gaming from section 9 in their terms in the future.
Hvala vam puno, kingdms na pružanju potrebnih informacija. Sada ću preneti vašu žalbu kolegi Jozefu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, kingdms for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Nadam se da će svi koji vide ovu žalbu javno razmisliti pre nego što deponuju.
Samo biti kazino koji čak ni ne odgovara na žalbe pokazuje nezrelost. I pokušao sam u više navrata da dođem do livechata, gde ga zatvaraju.
I recognize that Betpanda has yet to respond here.
I hope everyone who sees this complaint publicly will take a second thought before depositing.
Just being a casino that doesn't even respond to complaints show immaturity. And i have tried on multiple occasions to reach out in livechat, where they close it.
Ali razgovarao sam sa svojim norveškim advokatima i pokušaćemo da sprovedemo snimljene (17.10.2023.) uslove Korporacije registrovane u Kostariki, jer se to čini kao jedina opcija s obzirom na njihova ograničenja licence.
U svakom slučaju, ako nema odgovora za 3 dana ili više, i dalje cenim svu pomoć GURU-a i njihovu svest prema betpanda.io.
But i have spoken to my Norwegian lawyers, and we will try to enforce the snapshotted (17.10.2023) terms of the Corporation registered in Costa Rica, as this seems like the only option considering their license limitations.
Anyways, if there is no response in 3 days or so, i still appreciated all the help of GURU, and their awareness towards betpanda.io.
Cenim ovo, sačekaću sve svoje spoljne aktivnosti protiv kazina, dok ne dobijem potvrdu njihovog prisustva, ili odbijanja prisustva na Guru-u.
Nadam se da ćemo ovo rešiti.
Thank you Jozef.
I appreciate this, i will await all my external activities against the casino, until i receive a confirmation of their presence, or refusal of presence on Guru.
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.
Upravo sam danas stupio u kontakt sa kazinom kako treba, sada su rekli da će moje praćenje biti prosleđeno menadžerskom timu. Ovo vidim kao znak napretka i nadam se da će na njega uskoro biti odgovoreno.
Pre nekoliko dana sam pisao o situaciji na jednom od najvećih foruma kazina, i ona je dobila određenu pažnju. Nakon toga, jedan od administratora na forumu je rekao da uskoro mogu očekivati e-poštu od njih. Tada sam odlučio da pitam betpandu live chat o mom slučaju. Sada su mi prvi put odgovorili nakon što je ova žalba nastala
Čekam i nadam se odgovoru i putem e-pošte. I voleo bih da to rešimo, kako bismo i ja i kazino mogli da nastavimo dalje.
Hi,
I have just today gotten in contact with the casino properly, now they said my followup will be forwarded to the management team. I see this as a sign of progress, and hope it will be responded to soon.
A few days ago i posted about the situation on one of the biggest casino's forums, and it got some traction. After that, one of the admins on the forum said i could expect a email from them soon. I then decided to ask betpanda live chat about my case. They have now for the first time responded to me after this complaint was created
I await, and hope for a respond per email also. And would like for us to resolve this, so both me and the casino can move on.
Kazino me je lagao pre neki dan, pošto su se sada vratili da više ne odgovaraju, klasični prevaranti da imaju poremećaje multipersonalnosti, kao i oni. Razlog zašto ovo kažem je zato što samo jedna osoba vodi betpandu.
Sada vidim da tajmer ističe, kada se to desi poslaćemo sve nacrte dokumenata preko komisije EU, da iznudimo neke sankcije registrovanoj kompaniji.
Prošlo je vreme za njih da zloupotrebljavaju kockare koji izazivaju zavisnost. Najgore je što time krše i „zakon o ljudskim pravima" i što bi trebalo vrlo lagano napredovati.
Sada se nadam da ću, kada dobiju kaznu, ili neku kaznu, ovo javno objaviti ako je moguće.
Hvala za svu pomoć.
The casino lied to me the other day, as they now are back to not responding again, classic scammers to have multipersonality disorders, like they do. The reason i say this is because there is only 1 person running betpanda.
Now i see the timer is running out, once that happens we will send all the drafted documents through the EU comission, to force some sanctions agains the registered company.
Time is over for them to abuse addictive gamblers. The worst part is that they are also breaking the "human rights act" by doing so, and should thread very lightly forward.
Now i hope once they get a fine, or some punishment i can publish this here publicly if possible.
To je novost za mene. Upravo sam danas rekao svojim advokatima da zadrže sve podneske. Srećom, nije podneta kako je trebalo da bude poslata ove nedelje.
Hvala, sačekaću
Ali bio bih vam zahvalan da to razjasnite sledeći put, jer sam već potrošio 350$ na prijavu. U ovom trenutku samo želim da kazino uradi pravu stvar, ali ako ishod nije nikakva pravna radnja i samo gomila pravnih taksi, ja bih to ipak mogao da tražim, neću uzimati više pravnih taksi samo zato što kazino i dalje odugovlači. .
Jeftinije mi je da samo sve prijavim i nastavim dalje, sada sam dužan da platim pravne takse dva puta ako ne možete da rešite ovo. I ne podleže mi povraćaju novca iz kazina u zakonitom događaju, jer je to gubitak troškova bez obrazloženja sa moje strane.
You are?
Thats news to me. I told my lawyers just today to hold of any filings. Luckily it was not filed as it should have been sent this week.
Thanks, i will await
But i would appreciate you clearifying this next time, because i already spent 350$ on the filing. At this point i just want the casino to do the right thing, but if the outcome is no legal action and just a bunch of legal fees i might just pursue it anyways, i wont take on more legal fees just because the casino keeps stalling here.
It is cheaper for me to just file everything and move on, now i am liable to pay legal fees twice if you cant solve this. And i am not subject to refund from the casino in a lawfull event, because it is a waste-of-cost without reasoning from my side.
da vas obaveštavam, objaviću svoj poslednji odgovor u kazinu ispod:
Veoma mi je žao zbog situacije, ali za sada smatram da situacija nije pravilno rešena. Kada igrač obavesti vašu podršku o problemu sa kockanjem, njegov nalog treba da bude blokiran što je pre moguće. Pored toga, kazino bi trebalo da bude proaktivan u sprečavanju igrača da kreira dalje naloge, u najmanju ruku blokiranjem registracije sa istom adresom e-pošte, a takođe da ne otvara takve naloge ponovo. Nije bitno da li ste anonimni kazino ili klasični kazino. Jasno je da igrač više nema kontrolu, a minimum koji možete da uradite je da blokirate takav nalog. Ako se ne daju dodatne informacije, onda bi povraćaj novca bio opravdan prema našem mišljenju.
Takođe ste izjavili da:
Ovaj igrač je 2. oktobra poslao zahtev za zatvaranje naloga. Istog dana je dobio pripremljeni odgovor podrške.
Možete li da mi pružite komunikaciju koju ste imali sa igračem tokom ovog perioda (2. – 14.)?
Račun je zatvoren 12 dana nakon prvobitnog zahteva, da li postoji razlog zašto je toliko odložen?
Za sada, kazino nije odgovorio. Produžiću tajmer još jednom i ako ne odgovore, zatvoriću žalbu kao neuspešno samoisključivanje. Nerešena žalba će negativno uticati na njihov indeks bezbednosti na našoj veb stranici.
Dear Kingdoms,
to keep you informed, I am going to post my last reply to the casino below:
I am very sorry about the situation but as for now I believe the situation was not handled correctly. When a player informs your support about a gambling problem, their account should be blocked as soon as possible. Additionally, the casino should be proactive in preventing the player from creating further accounts, at the very least by blocking registrations with the same email address, also not to reopen such accounts. It does not matter if you are anonymous casino or classic casino. It is clear that player is no longer in control, and minimum you can do to help is to block such a account. If no further information is provided, then the refund would be justified according to our opinion.
You also stated that:
This player sent a request to close his account on October 2nd. He received a canned support reply the same day.
Could you provide me with the communication you had with player during this period (2nd – 14th)?
The account was closed 12 days after initial request, is there any reason why it was so delayed?
As for now, the casino has not replied. I will extend the timer one more time and if they fail to reply I will close the complaint as failed self-exclusion. An unresolved complaint will negatively impact their safety index on our website.
Moji advokati su mi upravo poslali e-poštu da su razgovarali sa Betpandinom podrškom, a „osoblje podrške za uspeh" pozvalo je Mejera.
Citiram da su rekli „Ne pravimo nikakve žalbe sa casino.guru, samo obrađujemo žalbe na našu veb lokaciju".
Ovo nazivam veoma zanemarivanjem, jer su izjavili da obrađuju pritužbe na svoj sajt, što nisu priznali ovde u mom slučaju. Sedmo kršenje njihovih uslova
Mislim da kazino nije ni video ovu žalbu, i pozivam casino.guru poslednji put da u potpunosti ukloni betpandu sa svog sajta i osudi ih kao lažnu veb lokaciju. Veb stranica iz analize koju su postavili moji advokati ima crvene zastavice gde navode sledeće.
Osudite aktivnosti pranja novca kao potencijalne pojave i pojave.
Siva linija posledica i delovanja zakona o ljudskim pravima i upućivanje zdravstvene organizacije.
Ne poštuje svoje osnovne uslove pružanja dovoljne usluge jednakosti potrošačima u EU, jer oni sami posluju u EU.
+14 još nepravilnosti.
Sve ovo će biti poslato preko komisije EU, i to direktno na njihovu registrovanu adresu poslovanja. Ovu analizu radi veoma profesionalna firma i kreira se pun izveštaj.
Daću casino.guru da ažurira ovaj slučaj do utorka, ili kao zatvoren, ili rešenje. Nakon toga će sve biti podneto, i neće biti žaljenja ili promena u našim podnescima.
Ovo je moj poslednji odgovor ako ga guru nije rešio.
My lawyers just emailed me they talked to Betpanda support, and the "success staff of support" called Meier.
I quote they said "We do no array complaints with casino.guru, we only handle complaints to our site".
I call this being very neglecting, as they stated they handle complaints to their site, which they have failed to acknowledge here in my case. A 7th breach of their terms
I think the casino has not even seen this complaint, and i urge casino.guru for the last time to completly remove betpanda from their site, and condem them as a fraudelent website. The website from an analysis my lawyers set up, has red flags where they specify following.
Condem money laundering activities as the potential of occurance, and occuring.
Grayline the consequence and action of the human rights act, and human health organisation referance.
Does not follow their premit terms of offering sufficient equallity service to EU consumers, as they where operating in EU themselves.
+14 more irregulatities.
This will all be sent through the EU comission, and directly to their registered address of operations. This analysis is done by a very professional firm, and a full report is created.
I will give casino.guru to update this case by tuesday, either as closed, or a resolution. After that all will be filed, and there will be no regrets or changes to our filings.
This is my last response if guru has not resolved it.
Veoma mi je žao, ali pošto kazino tim nije odgovorio na moju poslednju e-poštu, nismo u mogućnosti da nastavimo sa istragom. Na osnovu informacija koje su dale obe strane, čini se da proces samoisključenja nije bio pravilno sproveden. Vidite prilog kao dokaz da sam zaista komunicirao sa njima (ovo je bio njihov poslednji odgovor).
Nemam drugu opciju osim da zatvorim slučaj kao 'nerešen'. Imajte na umu da će ova žalba uticati na njihov indeks bezbednosti na našoj veb stranici. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć.
I am very sorry, but since the casino team has not been responsive to my last email, we are unable to continue with the investigation. Based on the information provided by both sides, it seems that the self-exclusion process was not handled correctly. See the attachment as evidence I really communicated with them (this was their last reply).
I have no other option than to close the case as 'unresolved'. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
