Hvala vam na strpljenju dok ste čekali naš odgovor.
U prošlosti smo prihvatali ukrajinske igrače. Međutim, u vreme kada se klijent registrovao na našoj veb stranici, mi smo već bili usred zatvaranja naših usluga na ukrajinsko tržište. Pošto je tehnički potrebno učešće našeg provajdera platforme, nismo mogli da predvidimo tačan datum kada će ova konkretna veb lokacija biti skinuta.
Uveče 11. jula 2023. Ukrajina je uklonjena sa obrasca za registraciju na našoj veb stranici i nove registracije sa tog tržišta nisu dozvoljene. Nadoknadili smo svakom klijentu sa tog tržišta u smislu finansijskih obaveza za koje su se kvalifikovali u to vreme.
Što se tiče ovog konkretnog slučaja – naš klijent nije samo potpao pod ovu grupu igrača, već je njegov nalog pregledan i označen od strane tima za upravljanje rizicima (pogledajte detalje ispod). Obavešten je o oba razloga svaki put kada se jedan od njih dogodio u skladu sa tim, što znači da su Predstavnici podrške obavestili klijenta o konačnoj odluci o pregledu upravljanja rizicima i po suspendovanju tržišta kada se to tehnički dogodi.
Detalji o BETSSEN interakciji i koracima u vezi sa ovim slučajem:
1. Klijent se registrovao 10. jula 2023. i istog datuma je prvi put kontaktirao Live Chat sa pitanjem o ograničenjima za igre.
2. Sledećeg dana, 11. jula 2023. godine, nakon propisnog pregleda od strane RM tima, klijent je obavešten o prekidu usluga u vezi sa njegovim računom za igre. Kao što je navedeno u tački 12.1 naših Uslova i odredbi, „kladionica zadržava pravo da poništi opklade ili zadrži generisani iznos, bez obzira na istoriju depozita, ako korisnik prekrši bilo koji od naših uslova ili na osnovu odluke koju je doneo naš tim za upravljanje rizicima ."
3. Istog datuma, 11. jula 2023. kasno uveče, naš provajder platforme je ažurirao status obustave ukrajinskog tržišta i, takođe, zbog ove činjenice, morali smo da nadoknadimo i zatvorimo sve postojeće račune ukrajinskih klijenata. Pošto je pod ovu akciju potpao i isti klijent, kao pružalac usluga smo bili u obavezi da direktno obavestimo igrače o ovakvim globalnim promenama. Razumemo konfuziju koju je ovaj preklapajući niz događaja mogao izazvati kod klijenta, iako delimično to nije zavisilo od nas.
4. Kako je klijent stalno dolazio u Live chat o odbijanju da podigne deponovani iznos, naši Predstavnici podrške su morali da razjasne razlog za pozivanje na tačku 12.1 Opštih uslova (o čemu je klijent ranije obavešten) – koji je takođe bio povezan do 2.1.3 (o) aktuelnih Opštih uslova u kojima se navodi da „Pojedinac koji se prijavljuje da postane Vlasnik računa, nadalje garantuje i predstavlja - o. da ne bude osoba koja radi u industriji kockanja." Klijent trenutno radi kao SEO Team Lead u kompaniji za kockanje i nikada nas nije obavestio o bilo kakvom odnosu sa industrijom.
5. Pošto je profil za igre klijenta imao nekoliko razloga da bude suspendovan, BETSSEN nije mogao da nastavi dalje pružanje usluga za njega. Takođe imajte na umu da je BETSSEN izuzetno refundirao svoj deponovani iznos u potpunosti, bez obzira na prolazak bilo koje standardne KIC procedure. Klijent je stalno odbijao podizanje deponovanog iznosa, pa je kašnjenje samo on izazvao. Bez obzira na to, povraćaj je obavljen 19-07-23. Pored toga, njegova sredstva su uplaćena i njegov račun je zatvoren iz gore navedenih razloga.
6. Što se tiče konačnog pojašnjenja, klijent se nije registrovao preko Casino Guru Affiliate Link-a. Možemo privatno da obezbedimo dokaze menadžmentu Casino Gurua, kako ne bi objavljivali bilo kakve interne alate koji su vidljivi u javnosti, ili Casino Guru pridruženi tim može da proveri kroz same evidencije pridruženog sistema.
Ne možemo da razumemo šta je poenta ove tvrdnje, pošto klijent nije izgubio sopstvena sredstva i poštovali smo sva pravila Opštih uslova, koja je isti klijent prihvatio prilikom registracije.
Već smo refundirali deponovani iznos i smatramo da je ovaj slučaj irelevantan u ovom trenutku.
Obavestite nas ako imate dodatnih pitanja ili vam je potrebno još nešto da pojasnimo.
BETSSEN Team.
Thank you for your patience while waiting for our response.
We have accepted Ukrainian players in the past. However, at the time when the client had registered on our website, we had already been in the midst of closing our services to the Ukrainian Market. Since technically it takes involvement of our platform provider, we could not predict the exact date of having this particular website skin down.
On the evening of July 11th, 2023 Ukraine was taken down from the registration form on our website and no new registrations were allowed from that market. We had reimbursed each client from that market in terms of any financial obligations they qualified for at that time.
As for this particular case – our client fell not only under this group of players, but also his account was reviewed and marked by the Risk Management Team (see the details below). He was notified about both reasons each time one of them occurred accordingly, meaning that Support Representatives let the client know upon both Risk Management overview final decision and upon suspending the market once it took place technically.
Details of BETSSEN interaction and steps in regards to this case:
1. The client registered on July 10th, 2023 and on the same date reached out to the Live Chat for the very first time asking about gaming limits.
2. The next day, July 11th, 2023 after a proper review by RM team, the client got notified about services termination in regards to his gaming account. As stated in point 12.1 of our Terms and Conditions "a bookmaker reserves the right to void bets or withhold the balance generated amount, regardless of deposit history, if a user violates any of our terms or based on a decision made by our Risk Management team."
3. The same date July 11, 2023 late evening our platform provider updated the status of the Ukrainian market suspension and, due this fact as well, we had to reimburse and close all the existing Ukrainian clients’ accounts. Since the same client also fell under this action, as the service provider we were obligated to inform players about such global changes directly. We understand the confusion which this overlapping sequence of events may have caused to the client, though partly it did not depend on us.
4. As the client kept coming to the Live chat about refusing to withdraw the deposited amount, our Support Representatives had to clarify the reason behind the reference to point 12.1 of GTC (which the client had been informed about earlier) – which was also linked to 2.1.3 (o) of current GTC stating that "An individual applying to become an Account Holder furthermore warrants and represents - o. not to be the person who works in the gambling industry." The client is currently working as an SEO Team Lead at a gambling company and he had never notified us about any relations to the industry.
5. As the client’s gaming profile had a few reasons to be suspended, BETSSEN could not continue further service provision to him. Please also note that BETSSEN has exceptionally refunded his deposited amount fully, regardless of passing any KYC standard procedure. The client had continuously refused withdrawing the deposited amount, so the delay was caused by him only. Nonetheless, the refund took place on 19-07-23. In addition, his funds have been paid and his account has been closed for the aforementioned reasons.
6. As for a final clarification, the client did not register through the Casino Guru Affiliate Link. We can provide evidence to Casino Guru management privately, as to not to post any internal tools visibility in public, or Casino Guru affiliate Team can check through the affiliate system logs themselves.
We cannot understand what is the point of this claim, since the client has not lost any of his own funds and we kept all the rules of GTC, which the same client has accepted upon registration.
We have already refunded the deposited amount and find this case irrelevant at this time.
Please let us know if you have any further questions or need anything else to be clarified.
BETSSEN Team.
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