Poštovani timu za žalbe Casinoguru,
Pišem da bih zvanično uložio žalbu u vezi sa rukovanjem mojim nalogom u BullCasinu i konfiskacijom mog dobitka. Dana 13. novembra 2024. deponovao sam 200 € na svoj račun Bull Casino i zatražio reklamirani bonus dobrodošlice od 200%. Učestvovao sam u igrama po uslovima promocije i na kraju nakupio dobitke.
Tokom naknadnog procesa „Upoznaj svog klijenta" (KIC) radi verifikacije informacija o mom nalogu, dostavio sam više dokumenata prema zahtevu. 28. novembra 2024. postavio sam fotografiju svoje lične karte (prednja i zadnja strana), selfi sa ličnom kartom i dva različita bankovna izvoda da potvrdim svoju adresu. Ovi dokumenti su poslati na e-mail adresu . 2. decembra sam nastavio sa vašim razgovorom za podršku i obavešten sam da dokumenti nisu primljeni. Zatim zameram dokumente preko funkcije ćaskanja prema uputstvima.
Nakon toga, 6. decembra, od mene je zatraženo da dostavim izjavu sa svog naloga MiFiniti eVallet-a. Odmah sam podelio i ovaj dokument. Međutim, Bull Casino je zahtevao da izjava prikazuje transakcije koje datiraju od 1. oktobra, iako je moj MiFiniti nalog kreiran 7. novembra. Objasnio sam ovo vašem timu i oni su priznali situaciju. Nakon toga, od mene je zatraženo da dostavim bankovni izvod koji pokazuje učitavanje mog eVallet naloga. U ovom trenutku sam objasnio da su sredstva u mom e-novčaniku došla od prijatelja koji je otplaćivao lični zajam koji sam im prethodno dao. Ova sredstva nisu „utovarena" iz moje banke.
I pored dostavljanja sve tražene dokumentacije i pojašnjenja, obavešten sam da mi je dobitak oduzet na osnovu toga što su sredstva u mom e-novčaniku „pozajmljena" novcem. Ova odluka je potpuno neopravdana i pogrešna iz sledećih razloga:
Izvor sredstava je važeći: Sredstva korišćena za depozit potiču sa mog ličnog naloga e-novčanika, koji je verifikovan. Transfer od mog prijatelja je bio otplata ličnog kredita, a ne „zajam" u kontekstu koji bi prekršio vaše uslove i odredbe. Lične transakcije između pojedinaca ne poništavaju poreklo sredstava.
Pogrešno tumačenje odredbi i uslova: Uslovi i odredbe Bull kazina ne bi trebalo da kažnjavaju igrače za korišćenje sredstava koja su legalno i legitimno dobijena. U vašim uslovima nema klauzule koja izričito zabranjuje korišćenje sredstava od ličnih otplata.
Nepravedna konfiskacija dobitaka: Ni u jednom trenutku tokom svoje igre nisam prekršio bilo koji od uslova kazina ili se upustio u lažno ponašanje. Deponovana sredstva su bila moja sopstvena, a sve igre su vođene u dobroj nameri. Konfiskacija mog dobitka je nepravedna i nesrazmerna radnja.
Zahtevam da Bull Casino hitno pregleda ovo pitanje i u potpunosti isplati moj dobitak. Štaviše, bio bih zahvalan za pismeno pojašnjenje o tome kako je vaša odluka u skladu sa vašim uslovima i odredbama, kao i za objašnjenje posebne klauzule za koju verujete da opravdava konfiskaciju mog dobitka.
Dear Casinoguru Complaints Team,
I am writing to formally lodge a complaint regarding the handling of my account at BullCasino and the confiscation of my winnings. On November 13th, 2024, I deposited €200 into my Bull Casino account and claimed the advertised 200% welcome bonus. I participated in the games as per the terms of the promotion and eventually accumulated winnings.
During the subsequent Know Your Customer (KYC) process to verify my account information, I provided multiple documents as requested. On November 28th, 2024, I uploaded a photo of my ID (front and back), a selfie with my ID, and two different bank statements to verify my address. These documents were sent to the email address verifications@bullcasino.com. On December 2nd, I followed up with your support chat and was informed that the documents had not been received. I then resent the documents through the chat feature as instructed.
Following this, on December 6th, I was asked to provide a statement from my MiFinity eWallet account. I promptly shared this document as well. However, Bull Casino requested that the statement show transactions dating back to October 1st, even though my MiFinity account was created on November 7th. I explained this to your team, and they acknowledged the situation. Subsequently, I was asked to provide a bank statement showing the loading of my eWallet account. At this point, I explained that the funds in my eWallet came from a friend who was repaying a personal loan I had extended to them previously. These funds were not "loaded" from my bank.
Despite providing all the requested documentation and clarifications, I was informed that my winnings were confiscated on the grounds that the funds in my eWallet were "loaned" money. This decision is entirely unjustified and erroneous for the following reasons:
The Source of Funds is Valid: The funds used for the deposit originated from my personal eWallet account, which was verified. The transfer from my friend was a repayment of a personal loan and not a "loan" in the context that would breach your terms and conditions. Personal transactions between individuals do not invalidate the origin of the funds.
Terms and Conditions Misinterpretation: Bull Casino’s terms and conditions should not penalize players for using funds that were legally and legitimately obtained. There is no clause in your terms that explicitly prohibits the use of funds from personal repayments.
Unfair Confiscation of Winnings: At no point during my play did I violate any of the casino’s terms or engage in fraudulent behavior. The funds deposited were my own, and all gameplay was conducted in good faith. Confiscating my winnings is an unjust and disproportionate action.
I request that Bull Casino reviews this matter urgently and pays out my winnings in full. Furthermore, I would appreciate written clarification on how your decision aligns with your terms and conditions, as well as an explanation of the specific clause that you believe justifies the confiscation of my winnings.
Automatski prevedeno:
