NaslovnaPritužbeBetpanda Casino - Nalog igrača je zatvoren tokom prvog pokušaja povlačenja.
Betpanda Casino - Nalog igrača je zatvoren tokom prvog pokušaja povlačenja.
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Poslato:
09/02/2024
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Slučaj je zatvoren : 06/03/2024
Slučaj je zatvoren
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Neopravdana žalba
ODBIJENO
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pre 2 meseci
Prevod
The player from Canada had his account closed when he attempted his first withdrawal. The casino had cited the creation of multiple accounts as the reason. However, the player had denied using multiple accounts or promotions. Despite the player's denial, the casino had provided evidence of multiple accounts linked to the player, including bonus abuse. The Complaints Team concluded that the casino had acted in accordance with its terms and conditions, as multiple accounts and bonus abuse were serious violations. Consequently, the complaint had been closed as unjustified.
Igraču iz Kanade je zatvoren račun kada je pokušao prvo povlačenje. Kazino je kao razlog naveo stvaranje više naloga. Međutim, igrač je odbio da koristi više naloga ili promocije. Uprkos odbijanju igrača, kazino je pružio dokaze o višestrukim računima povezanim sa igračem, uključujući zloupotrebu bonusa. Tim za žalbe je zaključio da je kazino postupio u skladu sa svojim uslovima i odredbama, jer su višestruki računi i zloupotreba bonusa bili ozbiljna kršenja. Shodno tome, žalba je zaključena kao neopravdana.
Otišao sam na povlačenje dobitaka nakon što sam igrao satima i dobio imejl da je povlačenje odbijeno. Zatim sam primio e-poštu u kojoj se kaže da je nalog zatvoren zbog kreiranja više naloga da bih iskoristio prednosti promocije kazina. Otvorio sam svoj nalog na dan povlačenja i nikada nisam koristio nikakvu promociju ili bonus. Ušao sam u svoj profil i odbio bonus da bih povukao. Nakon što su kontaktirali podršku, oni samo kažu „Nema potrebe za daljim radnjama jer je naš sistem identifikovao i rešio problem. Otkrio je više naloga povezanih sa vašim profilom i naknadno ih je blokirao sve, uključujući i trenutni." Igrao sam u drugom onlajn kazinu i nikada ranije nisam koristio ovaj. Prvi put kada ga koristim, deponujem i zaradim novac, a zatim idem na povlačenje i zatvaraju moj račun. Ovo nije u redu. Kao što vidite na snimku ekrana, nije korišćen nikakav bonus ili poromtion
Went to withdrawal winnings after playing for hours and received email that withdrawal was denied. I then received email saying account has been closed due to creating more than one account to in order to get advantage of casino promotion. I opened my account the day of withdrawal and never used any promotion or bonus. I went into my profile and declined the bonus in order to withdrawal. After reaching out to support they only say "There is no need for further action as our system has identified and addressed the issue. It has detected multiple accounts associated with your profile and has subsequently blocked all of them, including the current one." I have been playing on another online casino and never used this one before. First time I use it I deposit and make money then go to withdrawl and they close my account. This is wrong. No bonus or poromtion was used as you can see from screenshot
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju. Postoji li šansa da je neko iz vašeg domaćinstva ili koji koristi istu IP adresu takođe napravio nalog u ovom kazinu? Da li ste dali neka dokumenta da potvrdite svoj identitet?
Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear needhelpwithdrawl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you provided any documents to verify your identity?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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.
Zdravo Kristina. Hvala vam što ste pomogli u rešavanju problema sa BetPandom.
Da odgovorim na vaša pitanja, ja sam jedini u domaćinstvu i moja mreža je bezbedna. Nisu tražili nikakva dokumenta i prestali su da komuniciraju sa mnom nakon što sam predstavio snimke ekrana. Ažurirajte ispod.
AŽURIRANjE
Nakon što sam proveo sate gledajući ovo, uspeo sam da lociram e-poštu u kojoj je pisalo da je moje povlačenje prihvaćeno satima pre nego što je kasnije odbijeno.
Zbog toga sam se vratio na funkciju onlajn ćaskanja da bih to izneo. Tada su mi rekli drugi razlog zašto je moj nalog zatvoren. To je bilo zbog mog imejla. „Možda je povezano sa lažnim aktivnostima".
Koristim klijent e-pošte koji maskira moju ličnu e-poštu kako bi pružio sigurnost i zaštitio me od kršenja podataka, neželjene pošte i mnogih drugih stvari. Na njihovom sajtu je navedeno da je deo 5 stubova koji ih čine različitim.
Ne samo da promovišu bezbednost i privatnost, na sajtu ne postoji ništa što kaže da ovo nije dozvoljeno, zbog čega sam to i koristio. Nema poruke bilo koje vrste prilikom registracije i primanja koda za potvrdu e-pošte. Zapravo je suprotno. Na naslovnoj stranici njihove veb stranice piše „Anonimno. Koristite bilo koju adresu e-pošte da biste započeli u sekundi" Priložio sam snimak ekrana sa područjem označenim crvenom bojom.
Ovo je tako pogrešno i ja sam poštena osoba koja je upravo isprobavala novi kazino. Nisu korišćene promocije. Nisu korišćeni bonusi. Nijedan drugi nalog nije kreiran. Razlog zašto sam odabrao ovaj sajt je što imaju provajdera slotova koji mi se sviđa, a drugi sajt čiji sam član više od 2 godine više nema.
Toliko uznemirujući i zbunjujući imam e-poštu i poruku na njihovoj veb lokaciji da je moje povlačenje odobreno. Ovo ne može biti legalno.
Ovo treba ispraviti. Više ne odgovaraju na moje poruke. Molim vas pomozite mi.
E-pošta za aktivaciju naloga
Potvrda o povlačenju
Hello Kristina. Thank you for helping resolve the issue with BetPanda.
To answer your questions, I am the only one in the household and my network is secure. They have not asked for any documents and stopped communicating with me after I presented screenshots. Update below.
UPDATE
After spending hours looking into this I was able to locate an email saying my withdrawal was accepted hours before it was later denied.
Therefore, I reached back out to the online chat feature to bring this up. I was then told a different reason why my account was closed. It was due to my email. "It may be associated with fraudulent activity".
I use an email client which masks my personal email to provide security and protect me from data breaches, spam and many other things. It is stated on their site that is part of the 5 pillars that make them different.
Not only do they promote security and privacy, there is nothing on the site that says this is not allowed, which is why I used it. No message of any sort when signing up and receiving code for confirmation of email. It is actually the opposite. On the front page of their website it says "Anonymous. Use any email address to get started in second" I attached screenshot with area highlighted in red.
This is so wrong and I am an honest person who was just trying out a new casino. No promotions used. No bonuses used. No other accounts have been created. The reason I chose this site is they have a slot provider I love that the other site I have been a member of for over 2 years no longer.
So upsetting and confusing I have email and message on their site that my withdrawal was approved. This cant be legal.
This needs to be made right. They are not responding to my messages anymore. Please help me.
Ponovo sam uspeo da dobijem korisničku podršku i želeo sam da se uverim da zaista nisam kriv. Evo snimka ekrana sa podrškom koja potvrđuje da ste u mogućnosti da se registrujete sa bilo kojom adresom e-pošte da biste ostali anonimni.
I was able to get ahold of customer service again and wanted to make sure I am indeed no fault. Here is a screenshot with support confirming you are able to register with any email address to remain anonymous.
Hvala vam puno, needhelpvithdravl, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@casino.guru ) 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, needhelpwithdrawl, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Žao mi je što čujem za vaše neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika Betpanda kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Betpanda kazina ,
Možete li nam dati detaljnije objašnjenje situacije igrača? Koje korake igrač treba da preduzme da povuče sporni dobitak?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoju odluku relevantnim dokazima?
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betpanda Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Betpanda Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Predstavnik kazina kontaktirao me je van teme, dajući mi dodatne detalje.
Prvo – bez obzira na imejl ili imejl klijent koji igrač koristi za registraciju, onlajn kazina imaju alate za otkrivanje više naloga na druge načine i povezivanje prema drugim parametrima.
Drugo – možete li objasniti kako je moguće da ste zaboravili na nekoliko drugih naloga koje ste registrovali u kazinu tokom nekoliko uzastopnih dana?
Da li ste svesni da više naloga i zloupotreba bonusa (dozvoljen je samo 1 bonus dobrodošlice po igraču/nalogu) znače ozbiljno kršenje Uslova i odredbi kazina?
Dear needhelpwithdrawl,
The casino representative contacted me outside of the thread, providing me with further details.
First - regardless of an email or an email client a player uses to register, online casinos have tools to detect multiple accounts in other ways and link them by other parameters.
Second - can you please explain how it is possible that you forgot about several other accounts that you registered with the casino over several consecutive days?
Are you aware that multiple accounts and bonus abuse (only 1 welcome bonus is allowed per player/account) mean a serious violation of the casino's Terms and Conditions?
Nisam ništa zaboravio jer nisam napravio drugi nalog na betpandi. Da li betpanda ima druge sestrinske veb stranice koje spadaju pod ovaj kišobran? To je jedini način na koji bih imao drugi nalog ili naloge povezane sa mnom. Prethodnog dana sam napravio jedan nalog preko druge veb stranice koja ima .io.
Pošto nisam koristio nikakav bonus dobrodošlice na svom nalogu, ovo zaista nema smisla. Zašto bih napravio novi nalog da bih samo imao? Svestan sam da vam je u bilo kom onlajn kazinu dozvoljen jedan nalog po korisniku. Nema smisla da bi neko uradio ono što mi je rečeno da sam uradio samo da izgubim novac jer mi ne bi bilo dozvoljeno da povučem na bilo koji navedeni račun.
Hteo sam da igram provajdera kojeg oni nose i to je sve. Upravo sam ponovo pregledao sve svoje e-poruke da još jednom proverim i siguran sam da na mojoj strani nisu kreirani drugi nalozi.
Ispravite ovo
I did not forget anything as I did not create another account with betpanda. Does betpanda have other sister websites that fall under this umbrella? That is the only way I would have another account or accounts associated to me. The previous day I made one account through another website that has .io.
Since I did not use any welcome bonus on my account this really doesn’t make sense. Why would I make a new Account to just have? I'm aware on any online casino you are allowed one account per user. It doesn't make sense that one would do what I am being told I have done to just lose money as I would not be allowed to withdrawal on any said account.
I wanted to play a provider which they carry and that is all. I just went through all my emails again to double check and certain no other accounts were created on my end.
Koju tačno veb lokaciju/kazino sa .io ste registrovali prethodnog dana, molim?
Zašto vam ne bi bilo dozvoljeno da se povučete?
Pomenuli ste informaciju „ Anonimno. Koristite bilo koju adresu e-pošte da biste započeli u drugom ", tako da više nema smisla pričati o nečemu kao što je KIC. Pored toga, ako je postojalo nekoliko naloga i ako je bonus dobrodošlice kazina korišćen na više od 1 od njih, to je i dalje ozbiljno kršenje.
Pitao sam kazino za još nekoliko detalja.
Sada podešavam tajmer za kazino, i kada budem imao potrebne informacije, obavestiću vas.
Hvala vam na strpljenju i razumevanju.
We do not know about any sister casino(s).
Which exact website/casino with .io did you register the previous day, please?
Why would you not be allowed to withdraw?
You referred to the information "Anonymous. Use any email address to get started in second", so it does not make sense to talk about something like KYC anymore. In addition, if there were several accounts and the casino's Welcome Bonus was used in more than 1 of them, it is still a serious breach.
I asked the casino for a few more details.
Now I am setting up the timer for the casino, and once I have the necessary information, I will inform you.
Kada sam se registrovao, pročitao sam TOS, kao što je potrebno da se uradi pre registracije. Jasno kaže da korisnici mogu imati samo jedan nalog.
Ako je ova optužba zaista tačna, to bi značilo da sam napravio nalog nakon što sam naterao druge da odbiju bonus dobrodošlicu, a zatim uplatio svoj novac i izgubio sate igrajući. To je jednostavno glupo. Kakva je to korist za mene?
Želeo bih da znam kako je moj nalog povezan sa drugima? Preko kripto novčanika? Preko IP adrese?
Živim sam i koristim VPN prema preporuci Betpande. Šaljem i primam kriptovalute nekoliko puta nedeljno preko svog novčanika i uglavnom se stalno menja adresa i pri primanju i pri slanju.
Ovo zaista treba da se sredi i ispravi na njihovoj strani
I do appreciate your time and help.
It was wild.io
When I signed up I read the TOS, as one needs to do before registering. It clearly states users can only have one account.
If this accusation were actually true then that would mean I made an account after making others to decline the bonus welcome, then deposit my money and waste hours playing. That's just silly. What benefit is that to me?
I would like to know how my account is associated to others? Through a crypto wallet? Through IP address?
I live alone and use a VPN as recommended by Betpanda. I send and receive crypto several times a week through my wallet and most all the time the address changes when receiving as well as when sending.
This really needs to be sorted out on and made right on their end
Kakva je to korist za vas? Mogućnost slobodnog igranja u kazinu čak i nakon prethodnih prekršaja, što nije trebalo biti moguće nakon otvaranja više od 1 naloga i zloupotrebe bonusa. Na primer.
Kao što sam pomenuo, postoje i drugi načini kako onlajn kazina mogu otkriti više naloga, i iz razumljivih razloga, sigurno ih neću otkrivati.
Iako se čini da ste bili pažljivi u pogledu podudaranja podataka, vrlo je verovatno da govorimo o nekoliko naloga u ovom kazinu.
Sačekajmo odgovor kazina i potvrdu/dodatne detalje.
What benefit is that to you? A possibility to freely play at the casino even after previous violations, which should have not been possible after creating more than 1 account and bonus abuse. For example.
As I mentioned, there are other ways how online casinos can detect multiple accounts, and for understandable reasons, I will certainly not disclose them.
Although it seems you were careful regarding the data matches, we are very likely talking about several accounts at this particular casino.
Let's please wait for the casino's response and confirmation/additional details.
Sa desetinama i desetinama onlajn kazina i svi nude neku vrstu bonusa (što nikada ne radim dok igram sa sirovim depozitom) zašto bih svesno otvorio nalog i deponovao svoj teško zarađeni novac uz malu šansu da neću moći povlačenje. Uživam u kockanju, ali to je samo glupo i kao što sam rekao, apsolutno nema koristi za mene.
Osećam da moram da govorim o svemu što znam i pritom se nadam da će se istina pokazati dok me za nešto optužuju.
Uz to, ne razumem Branislave, kako biste vi kao nepristrasna strana rekli da sam bio „pažljiv u pogledu poklapanja podataka" da bi aludirao da pokušavam da uradim nešto nezakonito. Donekle dobro razumem kako internet funkcioniše i stoga sam govorio o svojoj IP adresi i kripto novčaniku, tako da se ne bi reklo da je bilo šta od toga problem.
Napravio sam nalog u ovom kazinu, položio svoj teško zarađeni novac i igrao satima. To je tako jednostavno.
With dozens and dozens of online casinos and all offering some sort of bonus (which I never do as I play with a raw deposit) why would I knowingly create an account and deposit my hard earned money with the slight chance I would not be able to withdrawal. I do enjoy gambling but that is just silly and as I said absolutely no benefit to me.
I feel I must speak on everything I know and in doing so hope the truth is shown as I am being accused of something.
With that being said I don't understand Branislav, how you being an impartial party would say I was "careful regarding data matches" to allude I was trying to do something illegal. I'm have a somewhat ok understanding of how the internet works and therefore spoke on my IP address and crypto wallet so it would not be said that either of those is the issue.
I created an account at this casino, deposited my hard earned money and played for hours. It's as simple as that.
Tvrdnje i odluka kazina potkrijepljene su relevantnim detaljima i dokazima.
Nakon što smo prikupili sve potrebne informacije, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – višestruki računi i zloupotreba bonusa.
Bilo je nekoliko naloga (uključujući vaš sporni nalog) koje je kreirala i koristila 1 osoba u kazinu koja je prethodno zloupotrebila bonus ponudu kazina koristeći bonuse na više od 1 povezanih naloga, što je ozbiljno prekršilo pravila kazina. Nije vam dozvoljeno da otvorite više od jednog naloga i zabranjeno je korišćenje više od 1 bonusa po osobi/nalogu/korisniku. Nažalost, neke specifične indikacije i znaci povezuju te račune i stoga bi verovatno bilo nemoguće dokazati suprotno.
Toplo vam preporučujem da se ubuduće pridržavate odredbi i uslova ovog kazina i drugih kazina. Čak i da je kazino anoniman, što nije, to ne bi značilo da možete kreirati više od jednog naloga.
Žao mi je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Iako samo van teme, hvala i Betpanda Casino timu, na pružanju informacija i njihovoj saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear needhelpwithdrawl,
The casino's claims and decision were supported by relevant details and evidence.
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse.
There were several accounts (including your disputed account) created and used by 1 person at the casino who previously abused the casino's bonus offer by using bonuses on more than 1 of the linked accounts, which seriously breached the casino's rules. You were not allowed to open more than one account and it is forbidden to use more than 1 bonus per person/account/user. Unfortunately, some specific indications and signs link those accounts, and therefore it would be likely impossible to prove otherwise.
I strongly recommend you comply with this casino's and other casinos' Terms and Conditions in the future. Even if the casino was anonymous, which it is not, it would not mean you can create more than one account.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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