NaslovnaPritužbeCasino Days - Nalog igrača je zatvoren bez objašnjenja.
Casino Days - Nalog igrača je zatvoren bez objašnjenja.
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4.925 $
Casino Days
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Poslato:
27/08/2024
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Slučaj je zatvoren : 26/09/2024
Slučaj je zatvoren
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Prevod
The player from Japan had won $4,950 after depositing funds into Casino Days but faced a withdrawal denial and account freeze, allegedly due to having multiple accounts, which he denied. After a thorough investigation, it was concluded that the casino's evidence of a breach of terms and conditions was compelling, leading to the closure of the complaint in favor of the casino. The player was advised to contact the Curaçao Gaming Control Board if he disagreed with the decision.
Igrač iz Japana je osvojio 4.950 dolara nakon što je deponovao sredstva u Casino Dais, ali se suočio sa odbijanjem povlačenja i zamrzavanjem računa, navodno zbog toga što je imao više naloga, što je on negirao. Nakon detaljne istrage, zaključeno je da su dokazi kazina o kršenju odredbi i uslova bili ubedljivi, što je dovelo do zatvaranja žalbe u korist kazina. Igraču je savetovano da kontaktira Kontrolni odbor za igre na Kurasaou ako se ne slaže sa odlukom.
Nakon deponovanja sredstava, osvojio sam 4.200 dolara i povukao ih u svoj Vega novčanik. Zatim sam deponovao $4,200 iz Vega Vallet-a u Casino Dais i osvojio do $4,950, koje sam zatražio da podignem u svoju banku. Obavešten sam da se isplate moraju izvršiti istim metodom kao i depozit, i pristao sam. Međutim, status je ostao pod kontrolom i moj nalog je na kraju zamrznut sa odbijenim povlačenjem. Razlog je bio taj što sam imao više naloga, što nije tačno. Moj nalog je iznenada zamrznut bez ikakve komunikacije. Nije bilo rasprave, a ja sam se jednostrano prevario.
After depositing funds, I won $4,200 and withdrew it to my Vega Wallet. I then deposited $4,200 from Vega Wallet to Casino Days and won up to $4,950, which I requested to withdraw to my bank. I was informed that withdrawals must be done using the same method as the deposit, and I agreed. However, the status remained under review and my account was eventually frozen with the withdrawal denied. The reason given was that I had multiple accounts, which is not true. My account was suddenly frozen without any communication. There was no discussion, and I was unilaterally deceived.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Casino Dais.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Postoji li šansa da je neko iz vašeg domaćinstva ili koji koristi istu IP adresu takođe napravio nalog u ovom kazinu?
Možete li da nam kažete da li ste prošli KIC verifikaciju?
Da li ste sakupili svoj dobitak od 4925 dolara uz pomoć kazino promocije ili bonus novca?
Da li biste mogli da podelite svoju komunikaciju sa kazinom u vezi sa optužbama protiv vas? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na tomas@casino.guru , ili postavite 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,
Tomas
Dear shirotan0130,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Days.
Please allow me to ask you a few questions, so I can better understand the situation.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings of $4925 with the help of a casino promotion or bonus money?
Could you please share your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@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.
Da li je moguće da je vaša porodica ili neko ko koristi istu IP adresu otvorio nalog u ovom kazinu?
Odgovor: Ne
Obavestite me da li ste prošli KIC verifikaciju.
Odgovor: Ne
Da li ste iskoristili kazino promocije i bonus novac da biste osvojili 4,925 dolara?
Bez odgovora, bez bonusa, bez promocija.
Možete li molim vas da podelite razgovor koji ste vodili sa kazinom u vezi sa pritužbom protiv vas? Pošaljite e-poštu ili zapise ćaskanja na moju adresu e-pošte. Odgovor: Moj nalog je zamrznut tako da ne mogu da vidim istoriju ćaskanja.
Molim vas pomozite mi. Hvala.
Is it possible that your family or someone using the same IP address has created an account at this casino?
Answer: No
Please let me know if you have passed the KYC verification.
Answer: No
Did you take advantage of casino promotions and bonus money to win $4,925?
No answers, no bonuses, no promotions.
Could you please share the conversation you had with the casino regarding the complaint against you? Please send the email or chat records to my email address. Answer: My account was frozen so I can't see the chat history.
Please help me. Thank you.
あなたの家族や同じ IP アドレスを使用している誰かがこのカジノでアカウントを作成している可能性はありますか?
Hvala vam puno, shirotan0130, što ste dali potrebne informacije. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@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, shirotan0130, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Da li ste sačuvali neki razgovor sa kazinom u vezi sa ovim problemom koji ste imali sa svojim nalogom, molim?
Dragi Casino Dais,
hvala na poruci.
Da li je drugi nalog bio aktivan? Da li je bilo depozita, dobitaka ili povlačenja, molim? Da li je ovaj drugi račun koristio neke depozite dobrodošlice, molim?
Dear shirotan0130,
thanks for the update.
Do you have any conversation with casino saved regarding this problem you had with your account, please?
Dear Casino Days,
thanks for your message.
Was the second account active? Were there any deposits, winnings or withdrawals, please? Has this second account used any welcome deposits, please?
Razumem frustraciju igrača, ali dozvolite mi da istaknem ovo u nastavku pre nego što odgovorim na pitanja.
Igrač je odgovorio sa "Ne" na ovo pitanje: Da li postoji šansa da je neko iz vašeg domaćinstva ili koji koristi istu IP adresu takođe napravio nalog u ovom kazinu?
Međutim, kupac je rekao da ima brata blizanca nakon što sam dao iste slike lične karte koje su dostavljene za verifikaciju oba naloga.
Ako ima brata blizanca čije je ime takođe 近藤 正義 (koristi se isti kanji), a koristi istu kućnu adresu (to mogu da vidim i u priloženim dokumentima za verifikaciju), to krši Uvjete i odredbe.
Registrovane kućne adrese:
Račun 1
Račun 2
*ukucao je broj u punoj širini za Acc 1 i pola širine za Acc 2, ali su to ista kućna adresa
Takođe je rekao „口座凍結されたためにチャット履歴か見れません" na ovo pitanje „Možete li da podelite svoju komunikaciju sa kazinom u vezi sa optužbama protiv vas?" ali vidim da su te komunikacije obavljene putem e-pošte, a ne putem ćaskanja.
Da li je drugi nalog bio aktivan? - Račun 2 koji je kreiran 2. avgusta 2024. je sada zatvoren, ali je račun 1 i dalje otvoren.
Da li je bilo depozita, dobitaka ili povlačenja, molim? - Postoji više depozita i dobitaka, ali nema uspešnih povlačenja pošto je račun zatvoren zbog duplih naloga. To smo primetili kada je igrač dao dokumente za verifikaciju naloga 2.
Da li je ovaj drugi račun koristio neke depozite dobrodošlice, molim? - nemamo bonus dobrodošlice od 1. avgusta 2024, ali je ova promocija primenjena.
pozdrav,
Casino Dais
Hi all
I understand the player's frustration but please let me point out these below before I answer the questions.
The player answered "No" to this question: Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
However, the customer said that he has a twin brother after I provided the same ID pictures which were submitted for both accounts verification.
If he has a twin brother whose name is also 近藤 正義 (the same Kanji is used), and uses the same home address(I can see that in the provided verification documents as well), it is violating the T&C.
Registered Home Addresses:
Account 1
Account 2
*he typed the number in full-width for Acc 1 and half-width for Acc 2, but they are the same home address
He also said "口座凍結されたためにチャット履歴が見れません" to this question "Could you please share your communication with the casino regarding the allegations against you?" but I can see that those communications were done via email not via chat.
Was the second account active? - The account 2 which was created on 02 Aug 2024 is closed now but the account 1 is still open.
Were there any deposits, winnings or withdrawals, please? - There are multiple deposits and winnings but no successful withdrawals since the account was closed due to duplicate accounts. We noticed this when the player provided the documents for the verification of the account 2.
Has this second account used any welcome deposits, please? - we do not have any welcome bonuses from 1 Aug 2024 but this promo was applied.
Casino Dais govori mnogo laži. Ja sam jedini koji vrši povlačenja. "> Uspeo sam da podignem 4.200 dolara u Vegu. Nisam koristio nijednu promociju. Kada sam pokušao da podignem skoro 5.000 dolara sa gornjeg naloga, on je bio zamrznut. Da li zaista ja imam više naloga? Ne mogu da verujem Casino Dais Postaviću snimak mog Vega depozita.
Casino Days is telling a lot of lies. I am the only one who does the withdrawals. I was able to withdraw $4,200 to Vega. I did not use any promotions. When I tried to withdraw nearly $5,000 from the above account, it was frozen. Is it really me who has multiple accounts? I can't believe Casino Days. I'll post a screenshot of my Vega deposit.
hvala puno na vašem detaljnom objašnjenju i poruci. Zaista cenim vašu saradnju. Hoćete li moći da podelite komunikaciju putem e-pošte sa shirotan0130, molim? Moj imejl je katarina.d@casino.guru .
Poštovani shirotan0130,
s obzirom na trenutnu putanju nedavnih dešavanja, sa žaljenjem vas moram obavestiti da mogu biti ograničene mogućnosti da vam pomognem. Kazino je predstavio ubedljive dokaze koji ukazuju na to da ste možda prekršili odredbe i uslove otvaranjem više naloga. Da li biste ljubazno potvrdili da li imate bilo kakvu prepisku putem e-pošte sa kazinom u vezi sa ovim pitanjem? Takođe ste sugerisali da vaš brat blizanac možda ima nalog, da li možete da dokažete njegovu umešanost?
Dear Casino Days,
thanks a lot for your in depth explanation and message. I really appreciate your cooperation. Will you be able to share the email communication with shirotan0130, please? My email is katarina.d@casino.guru.
Dear shirotan0130,
given the current trajectory of recent developments, I regret to inform you that there may be limited opportunities for me to assist you. The casino has presented compelling evidence indicating that you may have violated the terms and conditions by establishing multiple accounts. Would you kindly confirm whether you have any email correspondence with the casino regarding this matter? You also suggested your twin brother may have an account, are you able to prove his involvement?
veoma je teško sakupiti vaš slučaj. Bojim se da ćete morati da pokažete neku vrstu dokaza. Možete početi tako što ćete obezbediti komunikaciju putem e-pošte između vas i kazina u vezi sa vašim problemima pri pristupu nalogu vašeg igrača zbog problema sa Apple ID-om. Takođe će mi trebati vaša lična karta kao i selfi sa vašom ličnom kartom blizu vašeg lica. Hoćete li moći da obezbedite te stvari, molim vas? Slobodno ih pošaljite ovde ili mi pošaljite e-poštu na katarina.d@casino.guru .
Radujem se vašem odgovoru.
Dear shirotan0130,
it is very hard to purse you case. I am afraid you will have to show some kind of evidence. You can start by providing the email communication between you and casino regarding your troubles accessing your player's account due to problems with Apple ID. I will also need your ID as well as selfie with your ID close to your face. Will you be able to provide those things, please? Feel free to submit them here or send me an email to katarina.d@casino.guru.
Pažljivo sam pregledao i analizirao dokumente koji su mi dostavljeni u nekoliko navrata. Nakon sveobuhvatne istrage, zaključio sam da je došlo do kršenja odredbi i uslova. Shodno tome, moram da zatvorim ovu žalbu u korist kazina. Razumem da ova odluka može biti razočaravajuća i žalim zbog ishoda.
Međutim, ako se ne slažete sa našom odlukom, ne ustručavajte se da kontaktirate regulatora Casino Dais-a, Curacao Gaming Control Board. https://vvv.gamingcontrolcuracao.org/contact.
Ova žalba će sada biti zatvorena.
sve najbolje,
Katarina
Dear shirotan0130,
I have carefully reviewed and analyzed the documents provided to me on several occasions. Following a comprehensive investigation, I have concluded that a breach of the terms and conditions has occurred. Consequently, I must close this complaint in favor of the casino. I understand that this decision may be disappointing, and I regret the outcome.
However, if you do not agree with our decision, please do not hesitate to contact Casino Days regulator, Curaçao Gaming Control Board. https://www.gamingcontrolcuracao.org/contact.
This complaint will now be closed.
All the best,
Katarina
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