NaslovnaPritužbeCasino Bello - Igrač se suočava sa problemima sa blokiranim depozitom.
Casino Bello - Igrač se suočava sa problemima sa blokiranim depozitom.
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Casino Bello
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Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from Switzerland had attempted to resolve an issue with a mistaken second account at the casino after depositing 20 euros. Despite contacting the casino multiple times, he received no response, and the deposit remained unusable due to the breach of terms. He requested a refund of the deposit or a transfer to his original account. The Complaints Team intervened and facilitated communication with the casino, which ultimately agreed to transfer the funds and issue a bonus to the player's active account. The player confirmed receipt of the funds and bonus, and the complaint was marked as resolved.
Igrač iz Švajcarske je pokušao da reši problem sa pogrešnim drugim računom u kazinu nakon što je uplatio 20 evra. Uprkos tome što je više puta kontaktirao kazino, nije dobio odgovor, a depozit je ostao neupotrebljiv zbog kršenja uslova. Zatražio je povraćaj depozita ili transfer na svoj prvobitni račun. Tim za žalbe je intervenisao i omogućio komunikaciju sa kazinom, koji je na kraju pristao da prenese sredstva i izda bonus na aktivni račun igrača. Igrač je potvrdio prijem sredstava i bonusa, a žalba je označena kao rešena.
Izvinjavam se što sam otvorio slučaj zbog ovog manjeg problema, ali kazino ne reaguje na moje pokušaje da ih kontaktiram. Pokušao sam dva puta preko kontakt forme u poslednjih 7 dana i jednom putem e-pošte.
Nažalost, slučajno sam otvorio drugi račun u ovom kazinu. Moj stari nalog je dugo bio neaktivan, a adresa e-pošte povezana sa njim takođe je bila neaktivna. Izvinjavam se zbog greške, koja mi se, srećom, nikada ranije nije dogodila. Registrovao sam se samo u 5 kazina koristeći staru adresu e-pošte.
Primetio sam grešku nakon što sam uplatio 20 evra i odmah sam kontaktirao kazino preko kontakt forme. Nisam se kladio.
Poslao sam nekoliko dana kasnije putem e-pošte, na koju takođe nije odgovoreno. Još jedan zahtev putem formulara je takođe ignorisan.
Završio sam KIC na starom nalogu, ali ne i na greškom kreiranom.
Nažalost, čini se da se kazino nada da se niko neće truditi preko 20 evra.
Ne mogu da koristim depozit zbog nenamernog kršenja uslova. Zbog toga bi trebalo da bude standardna procedura za povraćaj depozita i zatvaranje pogrešno kreiranog drugog naloga. Alternativno, što bih takođe prihvatio, je da se depozit pripiše na već postojeći račun.
Jedina reakcija kazina bila je deaktivacija drugog naloga.
Ljubazno vas molim da putem ovog medija podstaknete predstavnika kazina da odgovori na moj zahtev. Hvala vam puno.
Dear CasinoGuru Team,
I apologize for opening a case over this minor issue, but the casino is not responding to my attempts to contact them. I've tried twice via the contact form in the past 7 days and once by email.
Unfortunately, I accidentally opened a second account at this casino. My old account was inactive for a long time, and the email address associated with it was also inactive. I apologize for the mistake, which thankfully has never happened to me before. I had only registered with 5 casinos using the old email address.
I noticed the error after depositing 20 euros and immediately contacted the casino via the contact form. I did not place any bets.
I followed up a few days later by email, which also went unanswered. Another request through the form was ignored as well.
I completed KYC on the old account, but not on the mistakenly created one.
Unfortunately, it seems the casino is hoping that no one will go through the effort over 20 euros.
I cannot use the deposit due to the unintentional breach of terms and conditions. Therefore, it should be standard procedure to refund the deposit and close the mistakenly created second account. Alternatively, which I would have also accepted, is to credit the deposit to the already existing account.
The only reaction from the casino was to deactivate the second account.
I kindly ask you through this medium to prompt the casino representative to address my request. Thank you very much.
Liebes Team von CasinoGuru,
es tut mir leid wegen dieser kleinen Angelegenheit ein Case zu eröffnen, jedoch reagiert das Casino nicht auf meine Kontaktversuche, 2x via Kontaktformular in den letzten 7 Tagen und einmal per E-Mail.
Ich habe leider aus Versehen ein zweites Konto bei diesem Casino eröffnet, mein altes Konto war seit langen Inaktiv und die dort angegebenene E-Mail Adresse inaktiv. Es tut mir leid für den Fehler, der mir zum Glück sonst noch nie passierte, mit der alten E-Mail Adresse war ich auch nur in 5 Casinos angemeldet.
Ich bemerkte den Fehler nach Einzahlung von 20 Euro und kontaktierte das Casino umgehend via Kontaktformular, selbstverständlich ohne einen Einsatz irgendwo zu tätigen.
Ich fragte dann wenige Tage später per E-Mail nach, welche leider auch nicht beantwortet wurde. Auch eine weitere Anfrage via Formular wurde ignoriert.
KYC habe ich im alten Konto gemacht, in dem irrtümlich erstellten nicht.
Leider scheint das Casino darauf zu spekulieren, das man wegen 20 Euro keinen Aufwand auf sich nimmt.
Ich kann den Deposit durch den ungewollten AGB Verstoss nicht verwenden, weshalb es ja selbstverständlich sein sollte mir die Einzahlung zu erstatten und den versehentlich erstellten Zweitaccount zu schliessen. Oder alternativ, was ich auch akzeptiert hätte, den Deposit auf das bereits vorhandene Konto gutzuschreiben.
Die einzige Reaktion des Casinos war, das zweite Konto zu deaktivieren.
Ich bitte Sie daher auf diesem Wege, den Casinovertreter zu einer Bearbeitung meiner Bitte zu bewegen. Vielen Dank
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.
Da li ste kontaktirali kazino putem ćaskanja uživo?
Kada ste napravili ovaj novi nalog?
Da li ste samo uplatili depozit bez aktiviranja bonusa ili uključivanja u dalje aktivnosti?
Možete li da podelite svoju komunikaciju sa kazinom? Možete slati e-poštu ili transkripte ćaskanja na moju e-poštu na dominika.l@casino.guru ili postavljati snimke ekrana ovde.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Dominika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear hugbearli,
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.
Have you contacted the casino through live chat?
When did you create this new account?
Did you only make a deposit without activating any bonuses or engaging in further activity?
Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@casino.guru or post screenshots 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.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Ćaskanje uživo me je uputilo na e-poštu i obrazac za kontakt.
Registrovao sam se greškom na drugi nalog 15. oktobra, onda su bile nedeljne promocije i čekao sam da vidim kakve su to ponude.
Hteo sam da koristim jednu od ovih ponuda (vidi gore, depozit 07.12) i kada mi bonus nije pripisan, pokušao sam da se prijavim sa starom adresom e-pošte kao test i onda primetio da sam tamo davno uplatio depozit . Da budem iskren, ne razumem zašto softver kazina ne pokazuje da već imate nalog kada se registrujete i pre nego što napravite depozit. Ova provera se vrši samo nakon uplate ako bonus nije pripisan. Neki drugi kazina sa istim softsviss softverom to ukazuju kada napravite depozit.
Priložio sam komunikaciju sa kazinom i moj zahtev za e-poštu iznad. Mogu da otpremim snimke ekrana iz kontakt forme, ali sve što vidite je „Vaš zahtev je poslat" na nemačkom.
Malo me nervira što čitaju moje imejlove i deaktiviraju moj nalog, ali inače niti izdaju povraćaj novca niti daju odgovor kupcu. Ali siguran sam da će kazino ozbiljno rešiti stvar tako što će vratiti novac nakon što dobije pozivnicu ovde.
Želim vam srećne praznike i zdravu 2025
Hello Dominika,
The live chat referred me to the email and the contact form.
I registered with the second account by mistake on October 15th, then there were weekly promotions and I waited to see what kind of offers there were.
I wanted to use one of these offers (see above, 07.12 deposit) and when the bonus was not credited to me, I tried logging in with the old email address as a test and then noticed that I had made deposits there a long time ago. To be honest, I don't understand why casino software doesn't indicate that you already have an account when you register and before you make a deposit. This check is only carried out after payment if the bonus is not credited. Some other casinos with the same softswiss software indicate this when you make a deposit.
I have attached the communication with the casino and my email request above. I can upload screenshots from the contact form, but all you see is "Your request has been sent" in German.
I find it a bit annoying that they read my emails and deactivate my account, but otherwise neither issue a refund nor give the customer a response. But I am sure that the casino will resolve the matter seriously by issuing a refund after receiving an invitation here.
I wish you happy holidays and a healthy 2025
Hallo Dominika,
der Live Chat verwies mich auf die E-Mail und das Kontaktformular.
Registrierung mit dem irrtümlich zweiten Konto war am 15. Oktober, daraufhin kamen wöchentliche Promos und ich habe erstmal abgewartet, was für Angebote es hat.
Ich hatte dann eines dieser Angebote nutzen wollen (siehe oben, 07.12 Einzahlung) und als mir der Bonus nicht gutgeschrieben wurde, habe ich testweise einen Login mit der alten E-Mail Adresse versucht und dabei dann bemerkt, dass ich vor langer Zeit einmal dort Einzahlungen tätigte. Ehrlich gesagt verstehe ich auch nicht, wieso eine Casinosoftware nicht direkt bei der Registrierung und vor der Einzahlung hinweist, das man bereits ein Konto hat. Diese Prüfung wird erst nach Zahlung vorgenommen, wenn man den Bonus nicht gutschreibt. Manch andere Casinos mit derselben softswiss Software weisen bereits bei der Einzahlung darauf hin.
Die Kommunikation mit dem Casino bzw. meine E-Mail Anfrage habe ich oben ja beigefügt. Ich kann noch Screenshots aus dem Kontaktformular hochladen, aber da sieht man nur "Ihre Anfrage wurde gesendet" auf Deutsch.
Ich finde es etwas ärgerlich dass man meine E-Mails liest und das Konto deaktiviert, ansonsten aber weder eine Erstattung vornimmt noch eine Antwort an den Kunden gibt. Aber ich bin sicher, dass das Casino nach einer Einladung hier die Sache seriös löst in Form einer Erstattung.
Ich wünsche Ihnen frohe Festtage und ein gesundes Jahr 2025
Tačno, opet za bolje razumevanje: Prve 3 nedelje ili tako nešto kada sam pokušao da se kockam na mreži, koristio sam Gmail adresu Ks za registraciju u kockarnicama, koju sam prethodno godinama koristio za biltene. To je bilo u 5 kazina. Zatim sam deaktivirao ovu e-poštu jer je 90% bio neželjena pošta i odlučio da napravim novi gmail samo za kazina.
Koristio sam ovo da se registrujem u kazinobelu mnogo kasnije (mnogo meseci), uvek koristeći svoje pravo ime, naravno. Zatim sam dobio poseban bonus putem e-pošte i iskoristio bonus kod. Kada ovaj bonus nije bio aktiviran, želeo sam da kontaktiram ćaskanje, ali sam imao ideju da prvo pokušam da se prijavim sa izbrisanom e-poštom.
Kada je ova prijava funkcionisala, primetio sam svoju grešku i od tada pokušavam da dobijem povraćaj novca ili da uplatim depozit na stari račun. Kao što je pomenuto, bilo bi poželjno da kazino ne sačeka do izvršenja depozita da proveri da li ima duplih naloga, već da uporedi podatke i datum rođenja prilikom registracije. Ali da, to je bila moja greška i desila mi se samo jednom i nikad više.
Kao što je pomenuto, kazino ne odgovara na e-poštu. Video sam da čak ni ne reaguju na negativne povratne informacije o TrustPilot-u, iako 99% Hollicorn kazina i većina Daminih nezvaničnih sestrinskih kazina odgovara tamo, zbog čega postoji nešto neoptimalno u upravljanju ovim kazinom. Ali jednostavno blokiranje i zadržavanje novca definitivno nije u redu 🙁
Hello,
Exactly, so again for a better understanding: For the first 3 weeks or so when I tried online gambling, I used Gmail address X to register at casinos, which I had previously used for newsletters for years. That was in 5 casinos. Then I deactivated this email because 90% of it was spam and decided to create a new gmail just for casinos.
I used this to register at casinobello a long time later (many months), always using my real name of course. I then received a special bonus via email and used the bonus code. When this bonus was not activated, I wanted to contact the chat but I had the idea of trying to log in with the deleted email first.
When this login worked, I noticed my mistake and since then I have been trying to get a refund or to have the deposit credited to the old account. As mentioned, it would be desirable if a casino did not wait until the deposit was made to check for duplicate accounts, but instead compared the data and date of birth when registering. But yes, it was my mistake and it only happened to me once and never again.
As mentioned, the casino does not respond to emails. I have seen that they do not even respond to negative feedback on TrustPilot, although 99% of Hollycorn casinos and most of Dama's unofficial sister casinos respond there, which is why there is something suboptimal about the management of this casino. But simply blocking it and keeping the money is definitely not okay 🙁
Hallo,
genau, also nochmal zum besseren Verständnis: Die ersten ca 3 Wochen als ich Online Glücksspiel probierte habe ich für die Registrierung in Casinos Gmail Adresse X benutzt, welche ich zuvor jahrelang für Newsletter nutzte. Das war in 5 Casinos. Dann habe ich diese email deaktiviert weil 90% Spam war und entschied, eine neue gmail zu erstellen nur für Casinos.
Mit dieser hab ich mich laaaaange (viele Monate) später bei casinobello angemeldet, jeweils natürlich mit richtigen Namen etc. Ich bekam dann einen Specialbonus per email und habe den Bonuscode verwendet. Als dieser Bonus nicht aktiviert wurde, wollte ich den Chat kontaktieren aber es kam mir die Idee, den Login vorher mit der gelöschten E-Mail zu probieren.
Als dieser Login funktionierte, bemerkte ich meinen Fehler und seitdem versuche ich die Erstattung zu erhalten oder eben Gutschrift der Einzahlung auf dem alten Konto. Wie erwähnt wäre es wünschenswert, wenn ein Casino nicht erst bei Einzahlung auf doppeltes Konto prüft, sondern bei Anmeldung die Daten & Geburtsdatum abgleicht. Aber ja, es war mein Fehler und passiert mir nur 1x & nie wieder.
Wie erwähnt reagiert das Casino auf keine E-Mails. Ich habe gesehen, das Sie nichtmal auf TrustPilot bei negativen Feedbacks antworten, obwohl dort 99% der Hollycorn Casinos und die meisten der inoffiziellen Schwestercasinos von Dama antworten, weshalb im Management bei diesem leider irgendetwas suboptimal läuft. Einfach sperren und das Geld behalten ist aber definitiv nicht in Ordnung 🙁
Hvala vam puno, hugbearli, što ste dali potrebne informacije. Vašu žalbu ću sada preneti kolegi Stefanu ( stefan.m@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, hugbearli, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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.
Pošto imamo dupliranu politiku naloga u našim uslovima i odredbama, akcije su napravljene na osnovu toga.
Čim je nalog stavljen na tržište kao dupliran, tim je doneo odluku da ga zatvori, po pravilu uvek držimo prvi nalog aktivnim, a uklanjamo one koji su naknadno kreirani.
pronađite sve detalje u našim T&C na dnu naše veb stranice.
https://vvv.casinobello.com/terms-and-conditions
Međutim, želim da se izvinim ako nismo uspeli da vam objasnimo detalje u direktnoj komunikaciji i naterali smo vas da čekate ovoliko! Zbog našeg odloženog odgovora, mogu da ponudim da prebacimo ovo stanje na vaš aktivni nalog i povrh toga da vam ponudim bonus.
ili možete zatražiti povraćaj novca tako što ćete dati fotografiju lične karte koja odražava vašu fotografiju, ime, datum rođenja i datum isteka. Dokument mora biti učitan na vaš nalog, karticu „Verifikacija" na vašem aktivnom nalogu.
Ako imate bilo kakvih pitanja ili nedoumica, slobodno nas kontaktirajte putem e-pošte ili putem ćaskanja uživo.
pozdrav,
CasinoBello tim
Dear Hugbearli,
As we have duplicated account policy in our T&C actions were made based on it.
As soon as the account was marketed as duplicated, team made decision to close it, as a rule we always keep the first account active and remove the ones that were created after.
please find full details in our T&C on the bottom of our website.
https://www.casinobello.com/terms-and-conditions
However, I want to apologize if we failed to explain details to you in direct communication and keep you waiting this long! Because our delayed response I can offer to transfer this balance on your active account and on top of that offer you bonus.
or you can request refund by providing a photo of your ID that reflects your photo, name, date of birth, and expiration date. The document must be uploaded to your account, "Verification" tab on your active account.
Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.
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 hugbearli,
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.
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru. Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju radi pomoći u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Stefan, Kazino.Guru
Dear hugbearli,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
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