Dragi CasinoGuru,
Obraćam se još jednom da zatražim vašu podršku, pošto me onlajn kazino tretira izuzetno nepravedno, i uprkos nekoliko pokušaja da se stvar reši direktno sa njima, oni nisu uspeli da odgovore ili preduzmu odgovarajuće mere.
Pre otprilike mesec dana počeo sam da igram u CasinoVibes-u. Napravio sam svoj prvi depozit i dobio bonus dobrodošlice (300€ + 300€). Izgubio sam taj iznos i kasnije položio dodatnih 200€ pravog novca. Zatim sam učestvovao u funkciji grupne igre „Igraj zajedno", gde strimer igra u ime grupe igrača koji daju sredstva.
U ovom slučaju, strimer je ponudio „dodatak" od €1000, koji je pomenut samo u opisu grupe (ne ni u jednom zvaničnom, jasno označenom odeljku). Na osnovu ovoga, doprineo sam 200 evra i dobio isplatu od 400 evra posle duple pobede.
Kasnije sam primetio drugu grupu gde je strimer tvrdio da nudi dodatak od 1600 evra, pa sam uložio 400 evra. Međutim, dan nakon što sam se pridružio, dodata je nova funkcija koja je omogućila korisnicima da jasnije vide stvarni iznos dodatka—i otkrio sam da je „1600€" zapravo 75€, pošto je kazino naveo iznos u meksičkim pezosima (MKSN) bez jasnog navođenja valute. Ovo je bilo veoma obmanjujuće i zbunjujuće, jer su sva prethodna komunikacija i transakcije bili u evrima.
Odmah sam kontaktirao kazino da otkažem svoje učešće i zatražio povraćaj novca. Oni su odgovorili da to nije moguće, ali da će istražiti problem. Međutim, istraga je trajala toliko dugo da se grupna utakmica igrala bez obzira na to — tokom koje sam izgubio značajan deo svog bilansa (sve) zbog lažno navedenog dodatka.
Na kraju, nisam dobio nikakav povraćaj na 400 evra koje nikada ne bih odlučio da rizikujem, da je dodatna vrednost jasno predstavljena.
Kasino je kasnije odgovorio, rekavši da je trebalo da razumem da je dodatak naveden u meksičkim pezosima – potpuno apsurdno očekivanje, pogotovo zato što ostatak sajta radi u evrima i na mom lokalnom jeziku.
Pored ovoga, kazino ima:
Odbio je da pruži informacije o servisu za rešavanje sporova treće strane, kao što je CasinoGuru.
Odbio je moj zahtev za GDPR podatke, za koji smatram da predstavlja kršenje mojih zakonskih prava prema zakonu EU.
Iskreno se nadam da mi možete pomoći u ovom slučaju. Rado ću pružiti sve prateće poruke, snimke ekrana ili dokumente na zahtev.
Hvala vam unapred na podršci.
Dear CasinoGuru,
I am reaching out once again to request your support, as I have been treated extremely unfairly by an online casino, and despite several attempts to resolve the matter directly with them, they have failed to respond or take appropriate action.
About a month ago, I began playing at CasinoVibes. I made my first deposit and received a welcome bonus (300€ + 300€). I lost that amount and later deposited an additional 200€ of real money. I then participated in a "Play Together" group game feature, where a streamer plays on behalf of a group of players who contribute funds.
In this case, the streamer offered an "add-on" of €1000, which was mentioned only in the group description (not in any official, clearly labeled section). Based on this, I contributed €200 and received a payout of €400 after a double win.
Later, I noticed another group where the streamer claimed to offer a €1600 add-on, so I invested €400. However, the day after I joined, a new feature was added that allowed users to see the actual add-on amount more clearly—and I discovered the "€1600" was in fact 75€, as the casino had listed the amount in Mexican pesos (MXN) without clearly indicating the currency. This was highly misleading and confusing, as all previous communication and transactions had been in euros.
I immediately contacted the casino to cancel my participation and requested a refund. They replied that this was not possible but would investigate the issue. However, the investigation took so long that the group game was played regardless—during which I lost a significant portion of my balance (all) due to the falsely stated add-on.
In the end, I received no return on the €400 I would never have chosen to risk, had the add-on value been clearly presented.
The casino later replied, stating that I should have understood the add-on was listed in Mexican pesos—a completely absurd expectation, especially since the rest of the site operates in euros and in my local language.
In addition to this, the casino has:
Refused to provide information about a third-party dispute resolution service, such as CasinoGuru.
Denied my GDPR data request, which I believe is a violation of my legal rights under EU law.
I sincerely hope you can assist me with this case. I am happy to provide any supporting messages, screenshots, or documents upon request.
Thank you in advance for your support.
Automatski prevedeno:
