Igrač iz Nemačke optužen je za duplu potrošnju. Zaključili smo žalbu kao „nerešenu“ jer je kazino prestao da odgovara. Kasnije je ponovo otvoren na zahtev kazina. Problem je na kraju uspešno rešen pošto je igrač primio svoja sredstva.
The player from Germany was accused of double-spending. We closed the complaint as ‘unresolved’ because the casino stopped responding. Later, it was reopened at the request of the casino. The issue was eventually successfully resolved as the player received his funds.
Igrač iz Nemačke optužen je za duplu potrošnju. Zaključili smo žalbu kao „nerešenu“ jer je kazino prestao da odgovara. Kasnije je ponovo otvoren na zahtev kazina. Problem je na kraju uspešno rešen pošto je igrač primio svoja sredstva.
Napravljena 2 depozita 10.11.2022. (0,01 i 0,1 BTC) - bez bonusa. Igrao se sa njim, a zatim zatražio povlačenje 0,328 BTC. Ovu isplatu je otkazao bitcasino.io i morao sam da verifikujem svoj nalog, što sam i uradio, a zatim su tražili dalju verifikaciju, što sam i uradio. Tada su me pitali da li već imam račune, na šta sam odgovorio „Mislim da ne". Zatim su mi poslali spisak imena igrača i pitali me kakva je moja veza sa njima - nijedno od imena mi ništa nije reklo. Prijavio sam ovo Bitcasinu i od tada nisam dobio odgovor. Dakle, Bitcasino ne samo da proneveri moj dobitak već i moj depozit.
Made 2 deposits on 11/10/2022 (0.01 and 0.1 BTC) - without bonus. Played with it and then requested a withdrawal of 0.328 BTC. This payout was canceled by bitcasino.io and I had to verify my account, which I did, then they asked for further verification, which I did as well. Then I was asked if I already had accounts, to which I replied "I don't think so". I was then sent a list of player names and asked what my connection to them was - none of the names told me anything. I reported this to Bitcasino and haven't received a reply since. So Bitcasino not only embezzles my winnings but also my deposit.
Am 10.11.2022 2 Einzahlungen getätigt (0,01 und 0,1 BTC) - ohne Bonus. Damit gespielt und anschließend eine Auszahlung in Höhe von 0,328 BTC beantragt. Diese Auszahlung wurde seitens bitcasino.io storniert und ich musste mein Konto verifiziert, dies habe ich getan, dann wurde eine weitere Verifizierung gefordert, dies habe ich ebenfalls getan. Dann wurde ich gefragt ob ich bereits Konten habe, worauf ich geantwortet habe "ich denke nicht". Dann wurde mir eine Liste von Spielernamen gesendet, mit der Frage wie meine Verbindung zu diesen ist - keiner der Namen hat mir etwas gesagt. Dies habe ich Bitcasino mitgeteilt, seitdem habe ich keine Antwort mehr erhalten. Somit unterschlägt mir Bitcasino nicht nur meinen Gewinn sondern auch meine Einzahlung.
Poštovani IchLiebeBTC222,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Kontaktiraćemo kazino i zatražiti dokaze, ali, pre nego što to učinimo, da li biste mogli da nam kažete da li, po vašem najboljem saznanju, postoji mogućnost da je neko drugi od članova vaše porodice ili komšija otvorio nalog od istog IP adresa ili uređaj kao vaš ili koristite vašu adresu e-pošte? Da li su vaši dobici akumulirani sa ili bez aktivnog bonusa? Da li je vaš nalog prethodno verifikovan, molim?
Ako postoji bilo kakva relevantna komunikacija, prosledite je na KSKSKSKSKS0@email.kkkkk .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear IchLiebeBTC222,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Moj nalog je sada trajno blokiran i ne samo moj dobitak već i moj depozit je zaplenjen. Ne mogu to isključiti, pošto obično koristim VPN, da li je nalog već kreiran sa IP-om. Igram samo bez bonusa!
My account has now been permanently blocked and not only my winnings but also my deposit has been forfeited. I can't rule that out, since I usually use a VPN, whether an account has already been created with the IP. I only play without a bonus!
Mein Konto wurde nun permanent gesperrt und nicht nur mein Gewinn sondern auch meine Einzahlung einbehalten. Ich kann das nicht ausschließen, da ich normalerweise einen VPN verwende, ob mit der IP schon ein Account erstellt wurde. Ich spiele ausschlie´ßlich ohne Bonus!
Hvala vam puno, IchLiebeBTC222, na odgovoru. Možete li, molim vas, proslediti snimak ekrana vašeg depozita iz Bitcoin novčanika? Vaša adresa e-novčanika i adresa kazina moraju biti vidljive. Ako ste napravili više od jednog depozita, pošaljite mi snimke ekrana svih njih. Sve druge transakcije iz vašeg novčanika mogu biti pokrivene, mi bismo želeli da proverimo samo kazino depozite.
Na kraju, da li biste mogli da nam kažete koji Bitcoin e-novčanik posedujete? Radujemo se Vašem odgovoru.
Thank you very much, IchLiebeBTC222, for your reply. Could you please forward a screenshot of your deposit from the Bitcoin wallet? Your e-wallet address and the one of casino’s need to be visible. If you’ve made more than one deposit, please send me screenshots of all of them. Any other transactions from your wallet can be covered, we would like to check casino deposits only.
Lastly, could you please advise which Bitcoin e-wallet you own? Looking forward to hearing from you.
Hvala vam puno, IchLiebeBTC222, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Petru ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, IchLiebeBTC222, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo IchLiebeBTC222,
Pogledao sam vaš slučaj i razumem situaciju. Dozvolite mi da kontaktiram kazino i daću sve od sebe da pomognem. Želeo bih da pozovem Bitcasino.io u razgovor da učestvujem u rešavanju ove žalbe.
Hi IchLiebeBTC222,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bitcasino.io to the conversation to participate in the resolution of this complaint.
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.
Zdravo kazino guru,
Otkrili smo da nalog IchLiebeBTC222 krši naše odredbe i uslove, posebno tačku 5.19, koja je dodata u nastavku:
5.19. Ako utvrdimo, po sopstvenom nahođenju, da koristite metodologiju „Double Spend", Bitcasino.io će poništiti sve opklade i dobitke. Konkretno, ako pobedite, potvrdite svoj depozit na Blockchain-u i pokušate da ga povučete, svi dobici će biti zaplenjeni, a vaš nalog će biti trajno zatvoren. Takođe ćemo iskoristiti ovo pravo kada se pokušaju slične aktivnosti sa bilo kog povezanog naloga.
Kao rezultat naše istrage, korisnik je obavešten putem e-pošte da je njihov nalog trajno zatvoren i da je Bitcasino.io konfiskovao sav iznos na računu.
Srdačan pozdrav,
Bitcasino.io tim
Hello Casino Guru,
We have detected that account IchLiebeBTC222 is in violation of our terms & conditions, notably, point 5.19, added below:
5.19. If we determine, in our sole discretion, that you are using the "Double Spend" methodology, Bitcasino.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated, and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.
As a result of our investigation, the user has been informed via e-mail that their account has been closed permanently, and all balance on the account has been confiscated by Bitcasino.io.
Best regards,
The Bitcasino.io Team
Kakva je to najava? U kojoj meri je korišćen metod dvostruke potrošnje? Deponovao sam Bitcoin, igrao se sa njim, pobedio, gotovo. GDE sam koristio Double-Spend? Nema smisla to što kažeš.
What kind of announcement is that? To what extent was a double-spend method used? I deposited Bitcoin, played with it, won, done. WHERE did I use Double-Spend? It makes no sense what you say.
Was ist das denn für eine Ansage? Inwiefern wurde eine Double-Spend Methode angewendet? Ich habe Bitcoin eingezahlt, damit gespielt, gewonnen, fertig. WO habe ich Double-Spend angewendet? Es ergibt keinen Sinn was Sie von sich geben.
Poštovani IchLiebeBTC222,
Ako ste koristili dvostruku potrošnju, bojim se da vam neću moći pomoći.
Poštovani timu Bitcasino.io,
Postoji li neka vrsta dokaza koji bi podržali vaše tvrdnje?
Dear IchLiebeBTC222,
If you used double-spending, I'm afraid I won't be able to help you.
Dear Bitcasino.io Team,
Is there any sort of evidence that would support your claims?
Naravno da nisam, bitcoini koje sam deponovao su potvrđeni kao normalni, zar to nema smisla to što kazino tvrdi?
Of course I didn't, the bitcoins I deposited were confirmed as normal, doesn't that make any sense what the casino claims?
Das habe ich natürlich nicht, die Bitcoin die ich eingezahlt habe sind ganz normal bestätigt wurden, das ergibt doch keinen Sinn was das Casino behauptet?
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.
Dakle, kazino me je zvanično prevario ne samo za moj dobitak već i za moj depozit! Poštovanje.
So the casino officially cheated me not only out of my winnings but also out of my deposit! Respect.
Das Casino hat mich also offiziell nicht nur um meinen Gewinn sondern auch um meine Einzahlung betrogen! Respekt.
Čini se da je predstavnik kazina na odmoru i trebalo bi da se vrati sledeće nedelje. Produžiću tajmer poslednji put da dobijem potrebne informacije.
It seems that the casino rep is on holiday and should be back next week. I will extend the timer one last time to get the required information.
Poštovani IchLiebeBTC222,
Nažalost, čini se da je kazino u potpunosti prestao da reaguje. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da odgovori i promeni svoj stav, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Upravu za igre na sreću Curacao (https://verification.curacao-egaming.com/validateviev.aspk?domain=bitcasino.io) i da im podnesete žalbu. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Obavestite me da li vam treba pomoć oko podnošenja žalbe ili kako su oni odgovorili ako to možete učiniti sami ( peter.m@casino.guru ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear IchLiebeBTC222,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=bitcasino.io) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
Ponovo smo otvorili ovu žalbu na zahtev Bitcasino.io.
Poštovani IchLiebeBTC222,
Dobili smo sledeću poruku iz kazina:
„Pošto smo dobili informacije o identitetu/dokaz adrese od klijenta koji ukazuju na to da su iz jurisdikcije iz koje ne prihvatamo igrače (Nemačke), nećemo ponovo otvoriti račun, ali ćemo dozvoliti klijentu da povuče preostali iznos. od 0,328 BTC zbog nepostojanja sumnje u lažne aktivnosti."
Možete li to potvrditi, molim vas?
We’ve reopened this complaint at the request of Bitcasino.io.
Dear IchLiebeBTC222,
We received the following message from the casino:
"As we have received identity/Proof of address information from the client indicating they are from a jurisdiction we do not accept players from (Germany), we shall not re-open the account, however we will allow the client to withdraw the remaining balance of 0.328 BTC due to no suspicion of fraudulent activity."
Can you confirm this, please?
Dear IchLiebeBTC222,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Poštovani IchLiebeBTC222,
Drago mi je da čujem da ste dobili svoja sredstva. Sada ću žalbu označiti kao „rešenu" u našem sistemu. Hvala vam što koristite centar za rešavanje žalbi Casino Guru. Ne ustručavajte se da nas kontaktirate ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti.
Srdačan pozdrav,
Petar
Dear IchLiebeBTC222,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
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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.