Kazina sa vrlo visokim indeksom sigurnosti obično su dokazane od strane stotina hiljada igrača dok nemaju nula ili mali broj relevantnih pritužbi. Igranje u kockarnicama sa vrlo visokim indeksom sigurnosti smatramo savršeno sigurnim, jer su dokazali da prema svojim igračima postupaju pošteno.
Poslato:
12/04/2023
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Slučaj je zatvoren : 19/05/2023
Slučaj je zatvoren
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The player from Canada has been accused of opening multiple accounts. The casino has confronted the player about the creation of multiple accounts. We left enough time for the player to explain the situation, but the player failed to do that and became unresponsive in the end. The complaint was rejected because the player didn't respond to our messages and questions.
Igrač iz Kanade je optužen za otvaranje više naloga. Kazino se suočio sa igračem zbog otvaranja više naloga. Ostavili smo dovoljno vremena igraču da objasni situaciju, ali igrač to nije uspeo da uradi i na kraju nije reagovao. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
Napravio sam nalog u ovom kazinu, dobio sam bonus od 100 okretaja, igrao sam i nisam dobio ništa, nakon toga sam napravio depozit i imao profit, kada sam pokušao da platim, tražili su mi dokumente, poslao sam svi moji selfiji i dokument o dokazu adrese... prvo je potvrđeno da je porudžbina uspela i kada sam ponovo tražio uplatu, narudžba je blokirana i zatvorena... razlog je slična ip adresa, pa nije ne recite istu IP adresu bilo gde, ali sličnu IP adresu.
I made an account at this casino, I got a bonus of 100 spins, I played and didn't get anything, after that I made a deposit and had a profit, when I tried to pay, they asked me for documents, I sent all my selfies and a document about proof of address... first it was verified the order was successful and when I asked for payment again, the order was blocked and closed... the reason is a similar ip address, so it doesn't say the same ip address anywhere, but a similar ip address.
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 sam dobro razumeo da ste akumulirali svoje dobitke bez bonusa?
Pored toga, ako postoji bilo kakva druga relevantna komunikacija između vas i kazina, prosledite je na KSKSKSKSKS0@email.kkkkk . 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 Cittano,
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?
Do I understand correctly that you accumulated your winnings without a bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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.
da, pobeda je bila bez bonusa, napravio sam depozit i dobio sam dobitak. Što se IP adrese tiče, ona sigurno ne može biti ista. Tako da su mi nezakonito uzeli novac.
yes, the win was without a bonus, I made a deposit and had a win. As for the IP address, it certainly couldn't be the same. So they illegally took my money.
Puno vam hvala, Cittano, na saradnji. Sada ću preneti vašu žalbu kolegi Mihalu ( " rel="noopener noreferrer" target="_blank"> michal.k@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, Cittano, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Ja sam Michal i preuzeo sam vašu žalbu. Pregledao sam ovaj slučaj i pokušaću da kontaktiram kazino da rasvetlim ovu stvar.
Pozivamo Casino Adrenaline da se pridruži razgovoru.
Dragi Casino Adrenaline,
Možete li, molim vas, da pružite potkrepljujuće dokaze o vašim tvrdnjama o zloupotrebi bonusa i potencijalnim višestrukim računima? Ako informacije ne mogu da se dele javno, pošaljite mi ih na KSKSKSKSKS0@email.kkkkk
Hello Cittano,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to shed more light on this matter.
We would like to invite Casino Adrenaline to join the conversation.
Dear Casino Adrenaline,
Can you please provide supporting evidence of your claims of bonus abuse and potential multiple accounts? If the information can't be shared publicly, please send them to me at michal.k@casino.guru
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. 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 reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Curacao eGaming Authoriti ( Curacao eGaming (curacao-egaming.com) ) 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 sami da uradite ( KSKSKSKSKS0@email.kkkkk ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Michal
Dear Cittano,
I have tried to contact the casino repeatedly but had no success. 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 react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (Curaçao eGaming (curacao-egaming.com)) 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Sada su mi ponovo otvorili račun, ali su mi oduzeli novac koji sam dobio, samo su mi vratili depozit... a razlog je zato što sam prekršio pravila bonusa... Nisam dobio nikakav profit od bonusa, već od novac koji sam položio.
Now they opened my account again, but they took away the money I got, they just returned my deposit... and the reason is because I broke the bonus rules... I didn't get any profit from the bonus, but from the money I deposited.
Sada su mi opet otvorili nalog ali su mi oduzeli novac koji sam dobio,samo su mi deposit vratili...a razlog je jer sam prekrsio bonus pravila...ja nisam imao dobitak od bonusa vec od svog novca koji sam polozio.
Imajte na umu da su vaši dobici poništeni zbog neuspele verifikacije naloga. Prema mejlu koji ste dobili od našeg bankarskog tima, nakon detaljne provere vaših dokumenata i vaših podataka, uočeno je neslaganje.
Naime, vaša prva IP adresa pokazuje da ste igrali iz Italije, ali takođe pokazuje da igrate iz Srbije, koja je ograničena zemlja prema našim Uslovima i odredbama. Takođe, dokumenti koje ste dostavili su srpski, stoga, nažalost, nismo u mogućnosti da vam dozvolimo da budete član Kazina. Možda ćete videti date snimke ekrana. Takođe, mogu se dostaviti snimci ekrana otpremljenih dokumenata, međutim, ne želimo da ovde prikazujemo lične podatke bez prethodnog odobrenja.
Pored toga, naš tim za prevare i rizik je primetio da IP adresu koju ste koristili takođe deli nekoliko naloga koji su koristili isti bonus bez depozita kao i vi. Dostavljen je i snimak ekrana nekih od tih igrača.
Zbog svega navedenog, kazino nije imao drugu opciju osim da poništi ostvareni dobitak i da refundira vaš depozit.
Nadamo se da je objašnjenje dovoljno jasno i razumljivo. Obavestite nas ako su potrebne dodatne informacije.
Srdačan pozdrav,
Upravljanje adrenalinom u kazinu
Dear Cittano and Michal,
Hope you are well.
Please note that your winnings have been voided due to failed account verification. As per the email you have received from our Banking Team, upon a detailed check of your documents and your information, a discrepancy has been noticed.
Namely, your first IP address shows that you were playing from Italy, however, it also shows that you are playing from Serbia, which is a restricted country per our Terms & Conditions. Also, the documents you have provided are Serbian, therefore, we are unfortunately not able to allow you to be a member of the Casino. You may see the screenshots provided. Also, screenshots of the uploaded documents can be provided, however, we do not wish to display personal information here without prior approval.
Additionally, our Fraud & Risk team noticed that the IP address you have used is also shared by several account that used the same no-deposit bonus as you did. The screenshot of some of those players is also provided.
Due to everything mentioned above, the Casino had no other option but to void the winnings made and to refund your deposit.
We hope that the explanation is clear and understandable enough. Please let us know of any additional information is needed.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Cittano,
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.
Čekali smo vaš odgovor da objasnite gore navedeno, ali niste to uradili.
Nažalost, niste odgovorili na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom, ne ustručavajte se da nas kontaktirate.
Srdačan pozdrav,
Michal
Dear Cittano,
We were waiting for your response to explain the above, but you have failed to do this.
Unfortunately, you have not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.
Best regards,
Michal
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