Igraču iz Portugala otkazana je dobit zbog navodnog iskorištavanja grešaka u igri.
Bok, Casino Guru, želim s vama prijaviti svoj slučaj o Bitstarz kasinu. Član sam tamo od 27.6.2018. I imao sam nekoliko izgubljenih i malo malih pobjeda, ali ove godine (2021) jer sam imao malo više Bitcoin, počinjem kockati malo više i imao sam nekoliko dobitaka u ovom kasinu, prvi ulozi i povlačenja su bili glatki i sve je bilo na pravom putu, i ranije sam imao nekih gubitaka, ali nedavno i neke i prilično uživam u casinu s lijepim kupcem podrška, ali onda se nakon mog posljednjeg uspješnog povlačenja sve promijenilo otkako sam u to vrijeme osvojio velikih 0,2 btc bio je točno 10 000 € u bitcoinima, oni zadržavaju moje povlačenje jedan tjedan jer je prema chatu za podršku bilo normalno za velike pobjede jer su rekli da nisu bili u njihovim rukama i čekali su odobrenje od evolution gaminga jer su neki od dobitaka odakle, a onda nakon jednotjednog čekanja onemogućili moj račun rekavši da trebaju potvrditi moj račun i nakon još nekoliko dana blokirali su moj račun bez bilo kakvo upozorenje, a zatim sam pitao korisničku podršku zašto se nisam mogao prijaviti na svoj račun, a oni su vrlo ružno rekli da je moj račun onemogućen i da će tako ostati dok se dalje ne primijeti. Nakon još nekoliko dana čekanja na onemogućavanje pregleda računa, oni su mi poslali ovaj e-mail
4. 7. 2021 rekavši da "Zdravo
Naš sigurnosni tim izvršio je istragu vašeg računa i utvrdio da kršite sljedeće uvjete:
4.10.3
na rezultat događaja izravno ili neizravno utjecala je kriminalna aktivnost, "između ostalih optužbi koje ću priložiti ovoj žalbi, kao ex militar smatrao sam da su ovi navodi vrlo uvredljivi za moju čast koja je povezana sa kriminalnom aktivnošću i za moju ličnost kada jasno sam pratio svaki T&C ovog kasina u ove 3 godine igranja tamo, a moj glavni dobitak je bio na pokeru, gdje sam se kladio velikim ulogom od 12,80mbtc i dobio dobitak od 102,40 mbtc kao što možete vidjeti na slici koju šaljem stoga nema istine u njihovim navodima da sam iskoristio bilo koju grešku u kojoj ste se mogli kladiti sa 0 rizikom kladeći se nisko. Kladim se da je visina na ovom bila gotovo cijela moja bilanca i kladim se bez bonusa i na svoj novac. također neka pitanja na koja bitstarz kasino nije pravilno odgovorio dok sam se kladio na igre uživo od evolution provajdera igara s ulaznicom s brojem ulaznica: "SD-1575320. Za konačnu odluku kontaktirat će vas tim korisničke podrške Casina.
Helena: Slobodno nas obavijestite ako vam je potrebna dodatna pomoć. "
Helena: Hvala što ste nas kontaktirali. Želim vam ugodan dan!
Stoga vas molim da pogledate moj slučaj kako biste spriječili više ovakvih slučajeva i prije nego što započnem parnicu sa svojim odgađateljima zbog klevete protiv mog dobrog imena, da dobijem pristup mojim pobjedama, a također i da dobijem sve podatke u moje ime i uklanjanje svih mojih podataka u skladu sa evropskim zakonima RGPD iz ovih kazina i podataka koje su podijelili s drugim kazinima povezanim s Bitstarz-om.
Srdačan pozdrav
Manuel P ***
Hi there Casino Guru, i want to report my case with you guys about Bitstarz casino i am a member there since 27/6/2018 and i had some losts and some small wins but this year (2021) since i had a bit more of bitcoin i start gambling a bit more and i had some big wins on this casino, the firsts deposits and withdraws were smooth and everything was on track, i had some losses before but some wins recently and i enjoying quite well the casino with a nice customer support but then after my last successful withdraw everything changed since i won big 0.2btc at that time date was exacly 10 000 € in bitcoin they hold my withdraw for one week since according to the support chat it was normal for big wins because they said that wasnt in their hands and were waiting for approval from evolution gaming since some of the wins where from there and then after being one week waiting they disable my account saying that they need to verify my account and after a few more days they block my account without any warning and then i asked the customer support why i couldnt login into my account and they very rudly said that my account was disable and would stay that way until further noticed. After a few more days waiting for the disable account review they send me this email on
7/4/2021 saying that " Hi there
Our security team has made an investigation to your account and found that you have been in violation of the following terms:
4.10.3
the result of an event has been directly or indirectly affected by criminal activity, " between other accusations that i will attach to this complain , as an ex militar i found this allegations very offensive to my honor being connected with criminal activity and to my persona when i clearly followed every T&C of this casino in this 3 years of playing there and my major won was on poker where i bet big with a bet of 12.80mbtc and got a win of 102.40 mbtc as you can see on the picture that i send so therefore there is no truth in their allegations that i took advantage of any bug where you could bet with 0 risk betting low i bet pretty hight on this one was almost my entire balance and i bet with no bonus and on my own money. There are also some issues that wasnt properly answered by bitstarz casino while i was betting on live games from the evolution gaming provider with the ticket number ticket: "SD-1575320. For the final resolution Casino Customer support team will contact you.
Helena: Feel free to let us know if any further assistance is required."
Helena: Thank you for contacting us. Have a nice day!
So i kindly ask you guys to look into my case to prevent anymore cases like this and before i start a lawsuit with my laywer for defamation against my good name, to get acess to my wins and also to get all data in my name and the removal of all my data according to european laws of RGPD in this casinos and what data they did share with other casinos associated with Bitstarz.
Best Regards
Manuel P***
Dragi Manuel,
Hvala vam što ste podnijeli žalbu i proslijedili svu relevantnu komunikaciju i snimke zaslona. Žao mi je zbog vašeg problema
Kontaktirat ćemo kasino i zatražiti njihovu suradnju u rješavanju vašeg problema, ali, prije nego što to učinimo, možete li nas obavijestiti ako ste dobili bilo kakav službeni izvještaj od dobavljača igre koji potvrđuje da je došlo do tehničkog problema? Jeste li kojim slučajem sačuvali blagajnu i historiju igara prije nego što vam je račun onemogućen? Ako je odgovor da, proslijedite ih na petronela.k@casino.guru .
Nadam se da ćemo vam moći pomoći da što prije riješite ovaj problem. Unaprijed se zahvaljujem na odgovoru.
Srdačan pozdrav,
Petronela
Dear Manuel,
Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m very sorry to hear about your problem
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have received any official report from the game provider confirming that a technical issue has occurred? Have you, by any chance, saved your cashier and game histories before your account got disabled? If yes, please forward them 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
Zdravo, Petronela,
Hvala na brzom odgovoru, nemam u svom posjedu istoriju igara, jer zapravo nisam očekivao da mi se račun onemogući, a zatim trajno zabrani, bio sam prilično šokiran odlukom Bitstarz kasina jer sam uvijek imao lijep odnos s njima i korisnička podrška bila je prilično dobra i već sam razmišljao o streamingu mojih kockarskih sesija na twitchu i nekoliko drugih plataformi jer sam se prijavio za njihov pridruženi program, ali drago mi je što nisam jer bih pozvao sve svoje prijatelje i sljedbenike u kasino koji bi nakon nekih velikih dobici će zadržati dobitak i još uvijek me optužuju zbog povezanosti sa kriminalnom aktivnošću. Imam evidenciju jednog od mojih razgovora u chatu sa podrškom koju ću priložiti ovom odgovoru i već sam zatražio e-poštu s tim informacijama u Bitstarz, a također mogu poslati svu e-poštu koju imam sa svim uplatama i povlačenjima koje sam dao. a također i neke ispise mojih dobitaka koje sam uzeo i koje sam mogao poslati prvi put jer je bilo ograničeno na datoteke koje sam mogao poslati.
Ako bilo što mogu učiniti da ubrzam i riješim ovaj problem, samo mi javite.
Srdačan pozdrav
Manuel P ***
Hi there Petronela,
Thanks for the quick answer i do not have in my possession the game history since i wasn't really expecting to have my account disable and then permanently ban i was quite shocked with Bitstarz casino decision since i had always a nice relationship with them annd the costumer support was pretty good and was already thinking about streaming my gambling sessions on twitch and several other platafforms since i applied to their affiliate program but i glad that i didnt since i would be inviting all my friends and followers to a casino that after some big wins will keep the winnings and still acuse me of being associated with criminal activity. I do have a log of one of my chats conversations with the support that i will attach to this reply and already requested an email with that info to Bitstarz and also can send all the emails that i have with all the deposits and withdraws that i made and also some prints of my wins that i took that i coudnt send on the first time since there was a limit on the files that i could send.
If there is anything that i can do to help to speed and solve this matter just let me know.
Best Regards
Manuel P***
Hvala vam puno, Manuel, što ste pružili sve potrebne informacije. Sada ću vašu žalbu prenijeti na kolegu Mateja koji će vam biti na pomoći. Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti vidjeti kako se vaš problem rješava na vaše zadovoljstvo.
Thank you very much, Manuel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Manuel.
Žao mi je zbog vaših nevolja.
Budući da ne znamo šta se tačno dogodilo, želio bih pozvati predstavnika casina u slučaj.
Dragi predstavnik kazina:
Molim vas da mi date detaljnije informacije o tome zašto je Manuel optužen za kršenje pravila 4.10.3.
Hello Manuel.
I am sorry to hear about your troubles.
Because we don't know what exactly happened, I would like to invite the casino representative into the case.
Dear casino representative:
Please give me more detailed info about why was Manuel accused of breaching rule 4.10.3.
Zdravo, Matej Novota, hvala što ste došli na raspravu, pregledavao sam svoje datoteke i imam zapise o svojim igrama i najveće pobjede koje će dokazati moje pobjede, mogu vam ih proslijediti, njegovo video snimanje i datoteke su prilično velike 5 GB otkako sam razmišljao o streamingu o ovim kazinima i stvaranju youtube sadržaja, uspio sam zabilježiti neke pobjede.
Srdačan pozdrav
Manuel Pereira
Hi there Matej Novota thanks for bringing for the discussion, i was looking in my files and i have records of my gaming sessions and biggest wins that will prove my wins, can foward them to you, its video recording and the files are quite big around 5 GB since i was thinking to stream about this casinos and make some youtube content i was able to record some of the wins.
Best Regards
Manuel Pereira
Zdravo momci,
Žao mi je, upravo sam ovo vidio sad kad sam imao slobodan petak, a bio je vikend, i sve ću to odmah pogledati.
Olle
Uredi: Zatvorio ga je tim za borbu protiv prevara, pa čekam njihovo objašnjenje koje ću dobiti, nadam se, danas danas.
Hi guys,
Sorry, just saw this now as I had Friday off and it's been the weekend and all, will look into this right away.
Olle
Edit: It was closed by the platform anti-fraud team, so I'm awaiting their explanation which I'll hopefully receive later today.
Zdravo,
Dobio sam sve potrebne informacije od našeg kraja ovdje.
U osnovi, račun je zatvorila naša platforma AntiFraud Team, a ne mi ovdje u BitStarzu. Činilo se da je igrač mogao iskoristiti grešku na Evoluciji gdje je mogao kladiti 0 i pobijediti. Drugim riječima, to je kvar u igri (rado ćemo podijeliti dodatne detalje s CasinoGuru, kao i obično).
Sada postoji više rundi igara u kojima je igrač uspio pobijediti stavljajući 0 uloga, a Tim za borbu protiv prevare Platform je smatrao da je igrač bio svjestan šta radi, i iz tog razloga odlučio zatvoriti svoj račun.
Prema našim uvjetima, u slučaju bilo kakvog kvara, runda igre je nevažeća i ulog se vraća. S tim u vezi, osobno mislim da je ovo nered na kraju davatelja igara, a ne na igračima, jer nam je teško utvrditi je li navedena radnja bila namjerna ili ne na kraju igrača.
Stoga sam sretan što igraču plaćam ono što mu duguje.
Ja ću doći osobno.
Olle
Hi there,
I've received all info I needed from our end here.
Basically, the account was closed by our platform AntiFraud Team, not by us here at BitStarz. It appeared that the player was able to utilize a bug on Evolution where he was able to bet 0 and win. In other words it's a malfunction with the game (happy to share further details with CasinoGuru as per usual).
Now, there's multiple game rounds where the player managed to win whilst placing 0 stake, upon the Platform Anti Fraud Team deemed the player was aware of what he was doing, and decided to close his account for that reason.
We have in our terms that in the event of any malfunction, the game round is void and stake is paid back. With that said, I personally think that this is a mess-up on the game provider's end and not the players, as it's hard for us to determine if said action was deliberate or not on the players end.
Hence, I'm happy to pay the player what he's owed.
I will reach out in person.
Olle
Pozdrav, Matej Novota i Olle iz Bitstarza. Upravo sam vidio e-poštu od Ollea i vaš odgovor od Casino Gurua i čekat ću upute kako bih mogao povući svoje pobjede. Čim moje povlačenje bude uspješno, obavijestit ću vas Mateja Novata i želim vam se unaprijed zahvaliti što ste odvojili vrijeme i odgovornost da istražite moj slučaj i da Bitstarz casino uključite u raspravu.
Srdačan pozdrav
Manuel Pereira
Hi there Matej Novota and Olle from Bitstarz i just saw the email from Olle and your reply from Casino Guru and i will be waiting for instructions to be able to withdraw my wins. As soon my withdrawal is successful i will let you know Matej Novata and i wanna say thanks to you in advance for taking the time and the responsability to look into my case and to bring Bitstarz casino to the discussion.
Best Regards
Manuel Pereira
Pozdrav, opet Matej Novota i Olle iz Bitstarza. Već sam uspio povući svojih 0,2 btc-a iz Bitstarza. Želim izraziti zahvalnost vama Mateju Novoti i Petroneli Kontos na posvećenosti i za profesionalnost bila mi je od velike pomoći. duboko korisno za vas oboje. Također želim zahvaliti Olleu iz Bitstarza na razumijevanju pozicije igrača i na profesionalnosti, nadam se da ću moći nastaviti kladiti se u Bitstarzu i nastaviti svoje veliko iskustvo koje sam imao prije ovog incidenta, a također započeti s streamingom mojih igraćih sesija od kada ima je bilo zaista lijepo i interaktivno iskustvo u ovom kasinu koji je kripto prihvatljiv.
Želim još jednom da vam se zahvalim, Casino Guru je bio vrlo profesionalan i brzo je odgovorio, toplo vam preporučujem, hvala još jednom!
Srdačan pozdrav
Manuel Pereira
Hi there again Matej Novota and Olle from Bitstarz i already was able to withdrawal my 0.2btc from Bitstarz i wanna express my gratitude to you Matej Novota and to Petronela Kontos for the dedication and for being professional it was a great help from you guys and am deeply thanfull to both of you . I also wanna say thanks to Olle from Bitstarz for understanding the player position and for being professional i hope i can continue to bet in Bitstarz and to continue my great experience that i had before this incident and also start to stream my gaming sessions since its has been a really nice and interactive experience on this casino that is crypto friendly.
I wanna say thanks again to you guys Casino Guru was very professional and fast to reply i strongly recommend you guys, thanks again !
Best Regards
Manuel Pereira
Zdravo Manuel,
Da, stvarno mi je žao zbog ovoga, opet je odluka o borbi protiv prevare došla na platformu, a ne BitStarz. Što se mene tiče, trebali biste biti nevini dok vam se ne dokaže krivica i ne vidim kako itko može biti siguran da ste išta učinili, osim da normalno igrate.
Želim vam najbolje u igrama u budućnosti, bilo u BitStarzu ili bilo kojem drugom mjestu.
Olle
Hi Manuel,
Yeah I'm really sorry about this, again it was the platform anti-fraud who came to this decision and not the BitStarz one. As far as I'm concerned you should be innocent until proven guilty and I don't see how anyone can be sure that you did anything but play normally.
I wish you the best at the games in the future, being at BitStarz or any other place.
Olle
Da, Olle, čak i otvaram kartu za Evolution igre sa ovom karticom SD-1575320, poželio bih da nisu ni odgovorili na moju e-poštu, a moja najveća pobjeda bio je Poker Casino Hold'em iz Evolution gaminga gdje sam se kladio zaista visok 12,80mbtc i pobijedio s punim kuća protiv para od dilera, tako da igram 12,80mbtc i osvojio 51,20 mbtc + 51mbtc = 120,40 mbtc dok šaljem otiske, a druga velika pobjeda je bila dogovorena ili nikakva, gdje sam se poprilično rizično okladio.
Da, nadam se da ću moći nastaviti igrati na Bitstarz kasinu, jer je za mene to jedno od najboljih kazina za igranje s kripto i unatoč ovom pogrešnom razumijevanju, ipak mi se sviđa Bitstarz, jer momci imate zaista dobro sučelje od igrača, a podrška za chat je prilično dobro.
Još jednom hvala Olle, Matej Novota i Petronela Kontos
Yeah Olle i even open a ticket with Evolution gaming with this ticket SD-1575320 wish they didnt even reply to my email and my biggest win was Poker Casino Hold'em from Evolution gaming where i bet really hight 12.80mbtc and i won with a full house against a pair from the dealer so i play 12.80mbtc and won 51.20 mbtc +51mbtc = 120.40 mbtc as i send on the prints and the other big win was on deal or no deal where i did a quite risky bet.
Yeah i hope i can continue to play on Bitstarz casino since for me its one of the best casinos to play with crypto and despite this miss understanding i still like Bitstarz because you guys have a really good interface from the players perpective and the chat support is pretty good.
Thanks again Olle, Matej Novota and Petronela Kontos
Dragi Manuel,
Hvala vam što koristite Casino Guru centar za rješavanje žalbi. Drago nam je čuti da je vaš problem riješen. Sada ćemo ga označiti kao "riješen" u našem sustavu.
Dear Manuel,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.
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.