Samoisključivanje igrača nije uspelo jer njen nalog nije zatvoren. Žalba je zatvorena jer igrač nije mogao da pruži traženi dokaz.
Zdravo, kontaktirao sam kazino još 2021. da bih dobio samoisključivanje i da bi moj nalog bio zatvoren zbog problema sa mentalnim zdravljem i zavisnosti.
Pretpostavio sam da je to učinjeno, ali sam i dalje nastavio da dobijam e-poruke za promocije i bonuse. Nisam ga ponovo koristio sve do sinoć kada sam kliknuo na imejl i shvatio da je još uvek otvoren ili da je ponovo otvoren.
Nakon depozita u vrednosti od 1400 dolara, kontaktirao sam ih i ponovo objasnio situaciju, a oni su još uvek oklevali da zatvore moj račun. Stalno su mi govorili da pošaljem imejl za podršku. Poslao sam par sada, ali nema odgovora. Pokušao sam da razgovaram putem ćaskanja i očigledno su hteli da pozovu nekoga više da proceni povraćaj novca. Sada sam blokiran sa veb lokacije tako da ne mogu da pristupim ćaskanju. Nisam dobio nikakav odgovor putem e-pošte.
Drago mi je da je moj nalog sada zatvoren, ali tražim povraćaj u iznosu od 1400 USD zbog nemara za pomoć/isključivanje kockanja i zakone o potrošačima.
Takođe sam sada saznao da je ova veb lokacija trebalo da bude blokirana u Australiji i da se nalazi na veb lokaciji ACMA.org.au.
Nažalost, to nije slučaj.
Čak i nakon što sam danas zatražio zatvaranje, nastavio sam da dobijam promotivne e-poruke.
Samo tražim ovaj povrat novca bez potrebe da osporavam preko svoje banke.
Hi, I have contacted the casino back in 2021 to get a self exclusion and for my account to be closed due to mental health issues and addiction.
I assumed it had been done but I still continued to receive emails for promotions and bonuses. I did not use it again until last night when I clicked on an email and realised that it was still open or had been reopened.
After $1400 worth of deposits I contacted them and explained the situation again and they were still hesitant to close my account. They kept telling me to send an email for support. I have send a couple now but no response. I tried to talk via chat and they were apparently going to get someone higher up to assess about a refund. I have now been blocked from the website so can not access the chat. I have not had any response via email.
I am glad my account has now been closed but I am seeking a refund for $1400 due to negligence for the gambling help/exclusion and consumer laws.
I have also now found out that this website was meant to be blocked in Australia and is on the ACMA.org.au website.
Unfortunately this is not the case.
Even after requesting closure today I continued to receive promotional emails.
I am just seeking this refund without having to dispute through my bank.
Zdravo Jk17,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Casinonic Casino. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je kazino ikada potvrdio vaš zahtev za samoisključivanje? Da li ste ih takođe spomenuli u svom zahtevu da imate problema/zavisnost od kockanja? Da li ste izabrali neki period samoisključenja? Možete li, molim vas, proslediti svoj prvobitni zahtev za samoisključivanje poslat kazinu na nikolas.b@casino.guru ?
Radujemo se Vašem odgovoru.
Pozdravi,
Nick
Hello Jk17,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinonic Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if the casino ever confirmed your self exclusion request? Did you also mention them in your request that you have gambling issues/addiction? Did you select any self-exclusion period? Can you please forward your initial request for self exclusion sent to the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Zdravo Nik,
Hvala vam.
Da, apsolutno sam im rekao o mentalnom zdravlju i zavisnosti od kockanja. Tražio sam da se trajno zatvori.
Pričali su o periodu hlađenja itd., ali ja sam im rekao da mi ne treba.
Nikada se nisam vratio tamo do sinoć jer sam takođe tražio pomoć negde drugde i nisam se kockao do pre neko veče, tako da nisam siguran da li je ikada zaista zatvoren.
Međutim, znam da sam, kada sam proverio fasciklu za neželjenu poštu, nastavio da dobijam promotivne e-poruke od njih više puta nedeljno do juče.
Nemam dostupne ćaskanja da vam pošaljem jer su me blokirali sa svoje veb stranice, ali nisam siguran da li uopšte imaju te dnevnike da ih vidim.
Moj zahtev je bio preko ćaskanja, ali sam im poslao e-poruku 2021. zbog drugog problema.
Sada sam morao da kontaktiram svoju banku jer nemam načina da ih kontaktiram da će odgovoriti.
Problem je i u tome što sada imaju iskačući prozor koji kaže da usluga nije dostupna u Australiji. Međutim, oni imaju i moju adresu i moju zemlju i i dalje su rado osim mog novca. Primetio sam iskačući prozor tek juče pre nego što sam bio blokiran jer se ne pojavljuje stalno. Ali imam snimak ekrana toga.
Srdačan pozdrav
Hi Nick,
Thank you.
Yes absolutely I told them about mental health and Gambling addiction. I asked for it to be closed off permanently.
They talked about having a cooling off period etc but I told them I didn't need it.
I never went back on there until last night as I also seeked help elsewhere and have not gambled until the other night so I'm not sure if it was ever actually closed.
I do know however that when I checked my spam folder that I have continued to get promotional emails from them multiple times per week up until yesterday.
I don't have the chats available to send to you because they have blocked me from their website but I'm not sure if they even have those logs for me to view.
My request was through the chat however I did email them back in 2021 for a different issue.
I have now had to contact my bank because I have no way of contacting them that they will respond.
The problem being also is that they now have a pop up that came up saying service not available in Australia. However, they have my address also and my country and were still happy to except my money. I only noticed the pop up yesterday just prior to being blocked as it doesn't come up all the time. But I do have a screen shot of that.
Kind Regards
Zdravo Nik,
Hvala vam ukupno je bilo 1500 dolara. Imam izvode iz banke. I ne, neće mi vratiti novac i nisu odgovorili na moje imejlove i blokirali su me tako da sada ne mogu čak ni da dođem do onlajn ćaskanja
Hi Nick,
Thank you total was actually $1500. I have the bank statements. And no, they won't give me a refund and have not responded to my emails and have blocked me so I can't even reach an online chat now
Zdravo, izvini, samo sam želeo da dodam da se njihova veb lokacija jasno oglašava za Australiju. Stotine puta se pominje da je najbolji kazino za australijske igrače itd. Međutim, oni ne bi trebalo da reklamiraju ili pružaju uslugu nikome u Australiji i kao što sam rekao ranije, ponekad se pojavi iskačući prozor koji kaže da usluga nije dostupna u Australiji. Ako je to slučaj, s obzirom na moju adresu na koju sam se prijavio, jasno je da je Australija, oni ne bi trebalo da prihvataju nikakve depozite. Ne mogu ni da zamislim šta bi bilo da sam pokušao da se povučem, ne bi platili zbog boravka u „ograničenoj" zemlji. Koliko god da sam bio srećan što uzimam novac, šaljem promotivne mejlove, čak sam u brojnim razgovorima spomenuo da sam u Australiji.
U ovom slučaju bi trebalo da budu obavezni da vrate sve uplaćene depozite za ceo moj račun.
Nisam siguran ni u ukupan iznos jer više ne mogu da se prijavim jer sam blokiran.
Hi, sorry I just also wanted to add that their website clearly advertises to Australia. It is mentioned hundreds of times about being the best casino for Australian players etc. However, they should not be advertising or providing a service to anyone in Australia and like I said previously, they sometimes have a pop up come up now saying service not available in Australia. If that is the case, given my address I signed up with clearly states Australia, they should not be accepting any deposits. I can't even imagine what would have happened if I had tried to withdraw, they would have not paid due to being in a "restricted" country. However very happy to take money, send promotional emails, I had even mentioned in numerous chats that I was in Australia.
In this case they should be liable to pay back any deposits made what so ever for the entirety of my account.
I am not even sure of the total amount since I can no longer log in because I'm blocked.
Zdravo Jk17,
Možete li molim vas da proverite da li zaista nema dokaza o samoisključenju? Imajte na umu da ako bismo kontaktirali kazino bez ikakvog traga o njemu, oni bi jednostavno mogli da tvrde da to nikada niste tražili i da bi to bio ćorsokak.
Hello Jk17,
Could you please check if there is really no evidence of the self-exclusion? Please understand that if we would contact the casino without any trace of it, they could simply claim that you never requested for it and it would be a dead end.
Pa, ovo je situacija u kojoj sam. Ne mogu da pristupim četovima? Nikada nisam pomislio u to vreme da ću morati da snimim razgovore na ekranu da to potvrdim.
Znam da sam ih definitivno kontaktirao u vezi toga više puta.
Šta da radim?
Šta je sa činjenicom da im nije dozvoljeno da nam nude usluge u Australiji
Well this is the situation I am in. I can't access the chats? I never thought at the time that I would need to screenshot chats to confirm this.
I know I definitely contacted them about it numerous times.
What am I to do?
What about the fact they aren't allowed to offer services to us in Australia
Zdravo Jk17,
Ako se kazino ne nalazi direktno u vašoj zemlji, naši zakoni u suštini ne utiču na njih i u potpunosti je na njima da li tamo nude svoje usluge ili ne.
Možete pokušati da kontaktirate direktno njihovog davaoca licence jer bi oni mogli da vam pomognu. Nažalost, bez ikakvih dokaza, ruke su nam vezane.
Postoji li još nešto sa čime vam možemo pomoći?
Hello Jk17,
If the casino is not based directly in your country, our laws basically does not affect them and it is entirely up to them if they offer their services there or not.
You can try to contact directly their licensor as they might be able to help you out. Unfortunately without any proof our hands are tied.
Is there anything else we can assist you with?
Imao sam osećaj da će to biti slučaj pošto vi sponzorišete veb lokaciju.
Možete li bar doći do njih da vidite šta kažu? Možda će biti iskreni i videti u istoriji ćaskanja da sam im zaista rekao više puta
I had a feeling this would be the case since you sponsor the website.
Can you at least reach out to them to see what they say? Maybe they will be honest and see in the chat history that I did indeed tell them numerous times
Zdravo Jk17,
Mi ne sponzorišemo nijedno onlajn kazino. U potpunosti zavisi od toga da ne možemo da ih kontaktiramo bez ikakvih dokaza. Pokušajte da kontaktirate davaoca licence jer vam je to možda poslednja šansa u ovom problemu.
Srdačan pozdrav,
Nick
Hello Jk17,
We do not sponsor any online casinos. It is entirely up to the fact that we can't contact them without any evidence. Please try to contact the licensor as they might be your last chance in this issue.
Best regards,
Nick
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.
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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.