The player from the United Kingdom has been trying to ban their account for over 6 months, but the casino continues to take their money and has not responded to multiple requests. They express desperation over the situation and seek assistance to enforce the account ban.
Igrač iz Ujedinjenog Kraljevstva pokušava da zabrani svoj nalog više od 6 meseci, ali kazino nastavlja da uzima njihov novac i nije odgovorio na više zahteva. Oni izražavaju očaj zbog situacije i traže pomoć da sprovedu zabranu naloga.
Pokušavam da mi zabranim nalog u ovom kazinu više od 6 meseci. Ja sam na prelomnoj tački i oni mi stalno uzimaju novac. Tražio sam iznova i iznova da ga ugase, a oni neće. Čak sam skoro okončao svoj život zbog ovoga i rekao im to u e-poruci, a oni su to i dalje ignorisali.
Ne mogu dalje ovako i treba mi neko da mi to zabrani jer mi samo uzimaju novac i nije ih briga.
I’ve been trying to get my account banned from this casino for over 6 months. I’m at breaking point and they keep taking my money. I’ve asked over and over again for them to shut it down and they won’t. I even nearly ended my life over this and told them that in an email and they still ignored it.
I can’t go on like this and I need someone to get it banned for me because they’re just taking my money and don’t care.
Zdravo ethslade93,
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. Možete li da nam kažete koji razlog ste naveli kada ste tražili da blokirate svoj nalog?
Dozvolite mi da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Neki kazina koriste mnogo alata za odgovorno kockanje i ja ih ovde ne bih pominjao. Šta igrači mogu da urade ako su nezadovoljni u kazinu: Zatvori nalog ili se samoisključe, to su dva osnovna izbora.
Zatvaranje naloga je jednostavno i nema skoro nikakvog uticaja - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog ili ako da, samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemom sa kockanjem).
U slučaju samoisključenja, ako kazino nije uspeo u ovome, igrač može tražiti povraćaj novca.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Nick
Hello ethslade93,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Tražio sam da se račun zatvori jer sam zavisnik od kockanja. Čak sam ih pitao u ćaskanju i blokirali su me da govorim. Pridružio sam se njihovoj neslozi i onda ih pitao i oni su nastavili da me blokiraju. Na mejlove takođe nikada nije odgovoreno. Posebno sam tražio da se moj nalog zabrani jer ne mogu da se kontrolišem i do danas još uvek mogu da uložim novac. Ne postoji opcija da zatvorim svoj nalog ili ga čak zabranim na kratak vremenski period.
ne želim da koristim ovaj kazino ili bilo koji drugi. Stalno mi šalju mejlove koji me nateraju da se vratim i onda trošim više novca.
skinuli su hiljade sa mene otkako sam im rekao da sam zavisnik i da mi treba zabrana naloga.
I asked for the account to be close due to me being addicted to gambling. I even asked them in chats and they blocked me from speaking. I joined their discord and then asked them and they continued to block me. Emails have never been responded too. I specifically asked for my account to be banned as I can’t control myself and until this day I’m still able to put money. There is no options for me to close my account or even ban it for a short period of time.
i don’t want to use this casino or any. They keep sending me emails that get me to go back and then I spend more money.
they’ve taken thousands off me since I told them I was addicted and I needed my account banning.
Dragi Ethslade93,
Možete li, molim vas, proslediti svoj prvobitni zahtev za samoisključivanje ili bilo koju drugu komunikaciju u kojoj ste spomenuli da imate probleme u vezi sa kockanjem, na nikolas.b@casino.guru za dalji pregled?
Radujem se vašem odgovoru.
Srdačan pozdrav,
Nick
Dear Ethslade93,
Could you please forward your initial self-exclusion request, or any other communication where you mentioned having gambling-related problems, to nikolas.b@casino.guru for further review?
I look forward to your response.
Best regards,
Nick
Dear ethslade93,
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.
nick, poslao sam ti nekoliko puta e-poštu prema tvom odgovoru iznad.
nick, I’ve emailed you a few times now as per your response above.
Zdravo Nik,
Poslao sam vam nekoliko mejlova. Jeste li ih primili?
hvala
Hi Nick,
Ive sent you a few emails now. Have you received them?
thanks
Dragi ethslade93,
Da li je vaš nalog trenutno još uvek otvoren?
Zar nema dokaza od ranijeg datuma da ste im tražili samoisključivanje ili da ste im spomenuli zavisnost od kockanja?
Čekam vaš odgovor.
pozdrav,
Nick
Dear ethslade93,
Is your account currently still open?
Isn't there any evidence from an earlier date that you have requested a self-exclusion or mentioned gambling addiction to them?
Awaiting your response.
Regards,
Nick
Zdravo Nik,
da, trenutno je još uvek otvoreno i nastavljaju da uzimaju novac od mene. Pitao sam iznova i iznova, a oni me samo ignorišu ili blokiraju.
Poslao sam vam sve što imam putem e-pošte.
Slao sam im mejlove pre nekoliko meseci, ali ne mogu da ih pronađem. Siguran sam da bi imali pristup njima jer je to bila redovna stvar.
Hi Nick,
yes it’s currently still open and they continue to take money from me. I’ve asked over and over again and they just keep ignoring me or blocking me.
I’ve sent you everything I have via email.
I did send emails to them previously months ago but I can’t find them. I’m sure they would have access to them as it was a regular thing.
zdravo,
Sada ste zabranjeni kao što je traženo. Prekinite vezu ponovo.
Koristite hotmail.UK adresu, stoga nismo primali vaše imejlove (ako ste ih poslali)
Hvala
Hello,
You are now banned as requested please disconnect reconnect.
You are using an hotmail.UK address therefore we were not receiving your emails (if you sent any)
Thanks
Zašto ne objavite dnevnike ćaskanja na Celcijusu ili čak neslogu gde sam vas molio da me zabranite. Kakvo sranje što ne vidiš moje imejlove. Mesecima sam molio B3N da me zabrani. Želim novac koji mi je ostao na računu nakon pobede moje opklade
Why don’t you release the chat logs on Celcius or even the discord where I’ve been pleading for you to ban me. What utter crap you can’t see my emails. I’ve been begging B3N for months to ban me. I want the money that’s left in my account after my bet won
Molim vas pošaljite moj novac na moju USDT Tron adresu - TDFPMbaUszELiUTPVJK99Rk3viVA4UGvva
Želim punu pobedu jer opklada kaže da je dobijena i jeste.
Please sent my money to my USDT Tron address - TDFPMbaUszELiUTPWJK99Rk3viWA4UGvva
I want the full winning as the bet says it’s won and it did.
Naravno da možemo ponovo da otvorimo vaš nalog kako biste mogli da podignete svoj dobitak, molimo Nik da potvrdi da je to standardna procedura i da ponovno otvaranje naloga u tu svrhu neće biti problem.
Ne možemo da vam blokiramo ponovno deponovanje ako ponovo otvorimo nalog i ne možemo da obradimo povlačenje umesto vas.
To znači da ako ponovo otvorimo možete da izvršite ponovni depozit i ja nisam odgovoran za to, hvala
Sure we can re-open your account so you can withdraw your winning, please Nick confirm that it's standard procedure and that re-opening the account for that purpose won't be a problem.
We can't block you from redepositing if we open the account again, and we can't process the withdraw for you.
It means that if we reopen you could be able to redeposit and I'm not responsible for that, thanks
Molim vas ponovo ga otvorite da mogu da ga povučem, a zatim ponovo zabranite. Hoću svoj novac. Hvala
Please reopen it so I can withdraw it and then ban me again. I want my money. Thank you
Ne otvaraj ponovo moj nalog. Guraj taj novac toliko u svoje dupe odvratne pijavice. Nikada nećete dobiti ni peni od mene, prljave skitnice.
hvala na pomoći Nick. Zaista cenim to.
Nadam se da će svi na Celcijusu trunuti u paklu
Don’t reopen my account. Shove that money so far up your arse you disgusting leeches. You will never get another penny out of me you dirty tramps.
thanks for your help Nick. I really appreciate it.
I hope everyone at Celcius rots in hell
Dragi Celsius Casino,
Kazino ni pod kojim okolnostima ne bi trebalo da ponovo otvori račun igrača nakon što priznaju da pati od zavisnosti od kockanja.
Pored toga, zatvaranje računa ne bi trebalo da spreči povlačenje preostalog stanja. Igrači moraju biti u mogućnosti da pristupe svojim sredstvima čak i nakon što im se račun zatvori.
Sada ću ovu žalbu proslediti svom kolegi Mihalu ( michal.v@casino.guru ), koji će odavde voditi slučaj.
Srdačan pozdrav,
Nick
Dear Celsius Casino,
Under no circumstances should a casino reopen a player’s account after they have admitted to suffering from gambling addiction.
Additionally, the closure of an account should not prevent the withdrawal of any remaining balance. Players must be able to access their funds even after their account is closed.
I will now forward this complaint to my colleague, Michal (michal.v@casino.guru), who will handle the case from here.
Best regards,
Nick
Hvala Nik. Zaista cenim svu vašu pomoć oko ovoga. Samo bih želeo svoj novac nazad i da idem dalje. Bili ste od velike pomoći i svaki novac koji bih mogao da vratim bio bi sjajan!
TDFPMbaUszELiUTPVJK99Rk3viVA4UGvva
moji podaci o novčaniku su gore.
pozdrav,
Thank you Nick I really appreciate all your help with this. I’d just like my money back and to move on. You’ve been a great help and any money I could get back would be great!
TDFPMbaUszELiUTPWJK99Rk3viWA4UGvva
my wallet details are above.
Regards,
Zdravo ethslade93,
Moje ime je Michal i ja ću vam pomoći u vašem slučaju. Nadam se da ćemo zajedno doći do uspešnog rešenja vašeg problema.
Poslao sam vam e-mail i čekam vaš odgovor.
Hello ethslade93,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I have sent you an email and I am awaiting your reply.
Dragi Celsius Casino,
Kao što je moj kolega Nik pomenuo u svom prethodnom odgovoru, ponovno otvaranje naloga igrača nakon što otkriju zavisnost od kockanja nije odgovarajući način delovanja, jer izlaže igrača daljem finansijskom riziku. Ispravan pristup u takvim slučajevima je ili da se direktno isplati saldo igrača ili da se ponovo otvori račun sa ograničenom funkcionalnošću — dozvoljavajući samo povlačenja uz ograničavanje depozita i igranja. Molim vas, recite mi koja od ovih opcija bi vam više odgovarala.
Takođe bih želeo da istaknem relevantan odeljak iz vaših uslova i odredbi:
6.9. „Imajte na umu da je klađenje isključivo za zabavu i zadovoljstvo i trebalo bi da prestanete čim prestane da bude zabavno. Apsolutno nemojte da se kladite na ništa što ne možete da priuštite da izgubite. Ako smatrate da ste možda izgubili kontrolu nad svojim kockanjem, mi ponudite opciju samoisključenja. Samo pošaljite poruku našem odeljenju za korisničku podršku koristeći svoju registrovanu e-adresu koju želite SAMOISKLjUČITI i ovaj zahtev će stupiti na snagu u roku od 24 sata od. u trenutku prijema, vaš nalog će biti onemogućen do vašeg daljnjeg i nećete moći da se prijavite na njega."
Igrač je sledio ovu proceduru, ali nije dobio odgovor. Nije mogao da zna da vaš sistem ne može da prima e-poštu od hotmail.co.uk , pošto se ove kritične informacije ne otkrivaju nigde na vašoj veb stranici ili preko bilo kog drugog komunikacionog kanala, preko kojeg je igrač pokušao da dođe do vas.
Pored toga, mora se rešiti i pitanje refundiranja.
Pošto je najraniji dokumentovani slučaj da je igrač zahtevao samoisključivanje zbog zavisnosti od kockanja bio 23. novembra, verujem da bi igraču trebalo da bude refundiran za depozite uplaćene od 28. novembra do zatvaranja njegovog naloga, s obzirom na razumno vreme obrade za zahteve za samoisključivanje.
Da li ste voljni da vratite igraču depozite za ovaj period kako bismo mogli da rešimo ovu žalbu sporazumno?
Dear Celsius Casino,
As my colleague Nick mentioned in his previous reply, reopening a player's account after they have disclosed a gambling addiction is not the appropriate course of action, as it exposes the player to further financial risk. The correct approach in such cases is either to pay out the player's balance directly or to reopen the account with limited functionality — allowing only withdrawals while restricting deposits and gameplay. Please, let me know which of these options would suit you better.
I would also like to highlight a relevant section from your Terms and Conditions:
6.9. "Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case, your account will be disabled until your further notice, and you won’t be able to login to it."
The player followed this procedure but received no response. He could not have known that your system cannot receive emails from hotmail.co.uk, as this critical information is not disclosed anywhere on your website or through any other communication channel, which the player tried to reach you through.
Additionally, the issue of refunds must be addressed.
Since the earliest documented instance of the player requesting self-exclusion due to gambling addiction was on the 23rd of November, I believe the player should be refunded for deposits made from the 28th of November until the closure of his account, considering the reasonable processing time for self-exclusion requests.
Are you willing to refund the player’s deposits for this period so we can resolve this complaint amicably?
zdravo,
Žao nam je, ali korisniku je suviše lako da koristi nefunkcionalnu e-poštu za koju zna da nećemo primiti da bismo kasnije dobili refundaciju.
To je neprihvatljivo jer bih mogao da uradim isto sa desetinama kazina da mi se vrati novac. Koristite potpuno novo ime domena ILI prijemno sanduče koje blokira reči povezane sa kazinom, a zatim pošaljite zahtev za zatvaranje koji sajt nikada neće dobiti.
Zatim proces da zatražite povraćaj za sve vaše gubitke? Žao mi je, ali to ne može tako da funkcioniše jer vidite da je to velika mana.
Još bolje, pošaljete e-poštu u kojoj kažete da želite da budete zabranjeni, ne pominjete svoje korisničko ime, a zatim obradite da blokirate sve reči vezane za kazino: https://ansvers.microsoft.com/en-us/outlook_com/forum/all/opt-out-of-gambling-content-outlooklivecom-user-uk/2bb38fce-eea8-4180-9752-4b96cb7d7577 (Vodič za Outlook UK - Tačno kao korisnik ovde)
Onda kažete da nikada niste dobili odgovor jer su reči blokirane? Refundirano.
To su zloupotrebe koje sam pronašao za 5 minuta, zamislite šta bi prevarant mogao da smisli da bi dobio povraćaj novca.
Povrh svega, korisnik nije pružio nijedan dokaz da je kontaktirao našu podršku uživo na licu mesta (onaj koji blokira nalog u roku od 24 sata kako je traženo - nema veze sa Discord-om) A vi ga niste čak ni tražili i odmah ste nas pitali da mu refundiram (?)
Vi ste specijalista za kazino, pronađite mi jedan jedini razlog zašto se ono što sam gore opisao ne može koristiti i zloupotrebiti za prevaru svih kazina bez ćaskanja uživo (hiljade i hiljade sajtova).
Ako se sva kazina mogu prevariti na taj način, onda ne možete realno tražiti od mene da budem prevaren i namerno.
ugodan dan
Hello,
Sorry but it's too easy for an user to use a non working email, that he knows we will not receive in order to get refunded afterward.
It's unacceptable as I could just do the same to dozens of casinos to be refunded. Use a brand new domain name OR an inbox blocking casinos related words, then send a request for closure that the site will never receive.
Then process to request a refund for all your losses ? Sorry but it can't work like that as you can see it's a major flaw.
Even better, you send an email saying you want to get banned, you don't mention your username, then process to block all casino related words : https://answers.microsoft.com/en-us/outlook_com/forum/all/opt-out-of-gambling-content-outlooklivecom-user-uk/2bb38fce-eea8-4180-9752-4b96cb7d7577 (Tutorial for outlook UK - Exactly like the user here)
Then you say you never got an answer because the words are blocked ? Refunded.
That's the abuses I found in 5 minutes, imagine what a scammer could come up with in order to get a refund.
On top of it the user has not provided a single proof he contacted our live support onsite (the one blocking the account under 24h as requested - nothing to do with Discord) AND you didn't even asked him to and went straight to ask us to refund him (?)
You are a casino specialist, find me a single reason why what I described above can't be used and abused to scam all the casinos with no livechat (Thousands and thousands of sites).
If all casinos can be scammed that way, then you can't realistically ask me to get scammed too on purpose.
Have a nice day
Dragi Celsius Casino,
Vidim tvoju poentu i apsolutno razumem odakle dolaziš. Želeo bih da se osvrnem na neke tačke koje ste izneli u svom poslednjem odgovoru.
„ Izvinite, ali korisniku je suviše lako da koristi nefunkcionalnu e-poštu, za koju zna da nećemo dobiti da bismo kasnije dobili refundaciju. " – možete li mi reći zbog čega mislite da je igrač koristio neradnu e-poštu? Da li je to činjenica da navodno niste dobili mejlove od igrača? Igrač mi je dao sledeći snimak ekrana e-pošte iz kazina Celsius, molim vas, pogledajte ga. To bi značilo da je igrač u stvari mogao da prima mejlove od Celzijusa, ako se potvrdi validnost ove e-pošte.
Takođe, naveli ste da možda nema ni pomena korisničkog imena u mejlu, ali mejlovi koje nam je igrač dao imaju njegovo korisničko ime u zaglavlju mejla.
„ Vi ste specijalista za kazino, pronađite mi jedan jedini razlog zašto se ono što sam gore opisao ne može koristiti i zloupotrebiti za prevaru svih kazina bez ćaskanja uživo (hiljade i hiljade sajtova). " – stvar sa ovom izjavom je čak ako je korisnik zaista blokirao adresu kazina, zbog čega nije u mogućnosti da prima e-poštu, i dalje bi mogao da šalje e-poštu na tu adresu e-pošte. Dakle, vidim sledeće mogućnosti:
Zato želim da vas pitam, kako bismo ovde imali potpunu sliku. Tvrdite da niste primili NE e-poruke, kao ni zahteve za ćaskanje uživo od igrača? Takođe, igrač tvrdi da mu je onemogućeno korišćenje ćaskanja uživo nakon njegovog zahteva, kao i zbog neslaganja, da li biste mogli da komentarišete ovo pitanje?
Dear Celsius Casino,
I see your point, and I absolutely understand where you are coming from. I would like to address some of the points you have made in your last reply.
"Sorry but it's too easy for an user to use a non working email, that he knows we will not receive in order to get refunded afterward." - can you tell me what makes you think the player was using a non-working email? Is it the fact that you supposedly did not receive any emails from the player? The player provided me with a following screenshot of an email from Celsius Casino, please, have a look at it. This would mean that the player was in fact able to receive emails from Celsius, should the validity of this email be confirmed.
Also, you stated that there might not even be a mention of user name in the email, but the emails that the player provided us with had his username in the heading of the email.
"You are a casino specialist, find me a single reason why what I described above can't be used and abused to scam all the casinos with no livechat (Thousands and thousands of sites)." - the thing with this statement is, even if the user did in fact block the address of the casino, therefore making him unable to receive the emails, he would still be able to send emails to that email address. So, I see following possibilities:
Therefore, I want to ask you, so we can have a complete picture here. You claim you have received NO emails, as well as live chat requests from the player whatsoever? Also, the player claims he was blocked from using live chat after his request, as well as on discord, could you comment on this issue?
zdravo
Zapravo je jednostavnije što izgleda: korisnik kaže da je poslao e-poštu, a ja kažem da je nikada nisam dobio.
Nema stvarnog razloga da se korisniku veruje više od sajta jer ne postoji način da se dokaže odsustvo nečega, jer po definiciji ne postoji.
Trenutno tražite od mene da dokažem odsustvo nečega, odsustvo mejla – kako to uopšte mogu da postignem? To je nemoguće.
Ono što mogu da dokažem je da je korisnik imao veliko dugme vidljivo i dostupno na licu mesta tokom svih njegovih sesija igre, zajedno sa živim administratorima 24/7 na 3 jezika u ćaskanju na sajtu. Svi ovi ljudi posvećeni da mu pomognu: https://prnt.sc/iRAUn4KTdmiu
ALI, ako bi mu bilo ko od ovih ljudi zaista odgovorio, a imali bi (prosečno vreme odgovora od 2 minuta, 24/7), onda on ne bi mogao da zahteva povraćaj novca ovde.
I to je moja poenta, zašto je korisnik pokušao sve osim najjednostavnijeg načina da dobije zabranu?
Veoma mali broj sajtova ima 24/7 ćaskanje uživo na više jezika sa prosečnim kašnjenjem prvog odgovora od 2 minuta, samo to bi trebalo da vam pokaže koliko ozbiljno shvatamo ovu stvar.
Hvala
Hi,
It's actually more simple that it looks : User says he sent an email, and I says I never received it.
There is no actual reason to trust the user more than the site as there is no way to prove the absence of something, as by definition it doesnt exist.
You currently ask me to prove the absence of something, the absence of an email - how can I even achieve that? It's impossible.
What I can prove tho, is that the user had a big button visible and available onsite during all his game sessions, along with live admins 24/7 in 3 languages in the chat of the site. All these people dedicated to help him: https://prnt.sc/yRAUn4QTdmiu
BUT, if any of these people actually answered him, and they would have (average answer time of 2 minutes, 24/7), then he wouldn't be able to request a refund here.
And that's my point, why did the user tried everything but the most simple way to get banned?
Very few sites have 24/7 live chat in multiple languages with 2 minutes of average first answer delay, just that should show you how seriously we take this matter.
Thanks
Znaš li da mi je zabranjeno da pričam u četovima na Celcijusu? Nisam mogao da razgovaram ni sa kim iz vašeg osoblja. Zašto ne proveriš šta sam rekao da bi te zabranili. Tražio sam da mi zabranite nalog jer sam vam rekao da sam zavisnik od kockanja, a vi ste me upravo zabranili. Pustite ćaskanja i vidite šta sam rekao do kraja kada sam prvi put pitao da li želite...
You do know I was banned from talking in the chats on Celcius? I wasn’t able to speak in any chats or talk to anyone from your staff. Why don’t you check what I said to get banned in the first place. It was me asking for you to ban my account because I told you I was a gambling addict and you just banned me. Release the chats and see what I said all the way back when I first asked if you want…
Dragi Celsius Casino,
Dozvolite mi da vas obavestim da me je kontaktirao drugi igrač, koji ima iste probleme kao i igrač ethslade93. Zbog toga njihova e-pošta nikada nije isporučena, a takođe je i njihova mogućnost da kontaktiraju ćaskanje uživo ograničena. Ovo me navodi na uverenje da je veća verovatnoća da je domen kazina pogrešno podešen nego da igrači pokušavaju da izvrše prevaru, a to uzrokuje da vam e-poruke od spoljnih provajdera (osim Gmail-a ili Gugla) ne budu isporučene . Međutim, ne postoji način da igrači to znaju.
Možete li ovo da komentarišete? Uglavnom, zašto je igračima zabranjeno ćaskanje uživo, pa im je nemoguće da stupe u kontakt sa kazinom?
Dear Celsius Casino,
Let me inform you that I have been reached by another player, who has the same issues as the player ethslade93. This being, their email were never delivered, and also, their ability to contact live chat has been limited. This leads me to believe that more than the players trying to commit fraud, it is more likely that the domain of the casino is incorrectly set, and this causes the emails from external providers (other that Gmail or Google) to not be delivered to you. There is however no way for the players to know this.
Can you comment on this? Mainly, why are the players being banned from live chat, therefore it is impossible for them to get into contact with the casino?
zdravo,
Naš sistem je savršeno podešen: https://prnt.sc/1KFoOT-5cPhn
Imajte na umu da imamo 6,5 hiljada igrača dnevno, ovde biste se suočili sa hiljadama tiketa da postoji takav problem. Umesto toga, imamo manje od 9 izdanja godišnje na casinoguru.
Ako je korisniku zabranjen pristup ćaskanju uživo, obično je to zbog uvreda, molim vas da mi pošaljete e-mail i rado ću ga proveriti.
Ali činjenica da je jedan nepovezani igrač bio isključen u nekom trenutku nije povezana sa ovim tiketom.
Ovaj određeni igrač, za ovu konkretnu kartu, nikada nije razgovarao putem livechata o zabrani.
Imamo live chat, a ovaj korisnik ga nije koristio iz razloga koje sam gore objasnio, to je to.
Hvala
Hello,
Our system is perfectly setup: https://prnt.sc/1QFoOT-5cPhn
Keep in mind that we have 6.5k daily players, you would be facing thousands of tickets here if there was such an issue. Instead, we have less than 9 issues per year on casinoguru.
If a user is banned from the livechat, it's usually for insults, please provide me with an email and I will gladly check it.
But the fact that one unrelated player was muted at some point isn't related to this ticket.
This specific player, for this specific ticket, never discussed through livechat about a ban.
We have a livechat, and this user didn't used it for the reasons I explained above, that's it.
Thank you
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Pre 4 dana sam te zamolio da pustiš razgovore. I dalje ništa, što dokazuje moju tačku. Pokažite ćaskanja ako ste toliko uvereni da nikada nisam tražio da me zabranite? Prilično je jednostavno i takođe želim nazad svoj novac koji je još uvek na mom računu.
4 days ago I asked you to release the chats. Still nothing, which proves my point. Show the chats if you’re that confident I never asked you to to ban me? It’s quite simple and I also want my money back that’s still in my account.
Dragi Celsius Casino,
Možete li nam dati dnevnik ćaskanja za račun igrača? Možete me kontaktirati na mejl adresu michal.v@casino.guru .
Dear Celsius Casino,
Can you provide us with the chat log for the player's ac1count? You can reach me at the email address michal.v@casino.guru.
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.
zdravo
Naravno, pronađite u prilogu ćaskanja prema zahtevu.
https://prnt.sc/KZtP_ukcIfSH
https://prnt.sc/VH9HRjEi1ORi
https://prnt.sc/Oig43vfjSKOR
https://prnt.sc/K2FKKZkmtFc_
https://prnt.sc/KDBfA51ipKlB
https://prnt.sc/4lbpTRzfeOvV
https://prnt.sc/NcEijAMkIdtl
https://prnt.sc/DZD2S18FaaNL
Kao što vidite, korisnik voli neželjenu poštu za besplatan novac.
Hi,
Sure please find attached the chats as requested.
https://prnt.sc/KZtP_uqcIfSH
https://prnt.sc/WH9HRjEi1ORi
https://prnt.sc/Oig43wfjSQOR
https://prnt.sc/K2FKQZxmtFc_
https://prnt.sc/KDBfA51ipQlB
https://prnt.sc/4lbpTRzfeOwW
https://prnt.sc/NcEijAMxIdtl
https://prnt.sc/DZD2S18FaaNL
As you can see the user like spamming for free money.
Šta je sa četovima u kojima sam tražio da me zabrane jer sam zavisnik od kockanja ili si ih izgubio? Nisam siguran šta ove fotografije dokazuju? Sviđa mi se besplatna opklada? 😂 Niste mogli da prikažete ćaskanja i izabrali ste i odabrali fotografije da pokušate da izgledam loše.
What about the chats where I asked to be banned because I’m a gambling addict or have you lost those? I’m unsure what these photos are proving? I like a free bet? 😂 You’ve been unable to show the chats and you picked and chosen photos to try and make me look bad.
zdravo svima,
Zbog činjenice da ovaj slučaj zahteva dodatnu istragu, o tome ću razgovarati sa svojim kolegama na našem nedeljnom sastanku. Obaveštavaću vas o daljem razvoju događaja.
Hello everyone,
Due to the fact that this case requires additional investigation, I will be discussing it with my colleagues at our weekly meeting. I will be informing you of any more developments.
Ima li vesti u vezi ovoga, Mihal?
Any news regarding this, Michal?
dragi svi,
Nakon naše diskusije na ovonedeljnom sastanku, zaključili smo da kazino nije ispunio svoju dužnost da zaštiti igrača. Odsustvo mejlova od igrača u evidenciji kazina ne oslobađa kazino njegove odgovornosti, jer to nije problem koji se može pripisati igraču. Štaviše, više pritužbi u vezi sa istim pitanjem potvrđuju ovaj zaključak.
Posebno zabrinjavajući obrazac koji smo identifikovali u više od jedne žalbe je da je igraču zabranjeno ćaskanje uživo nakon što je zatražio samoisključivanje zbog problema sa kockanjem. Ovakav odgovor je potpuno neprihvatljiv i u suprotnosti je sa osnovnim principima odgovornog kockanja. Kada igrač zatraži samoisključivanje zbog problema u vezi sa kockanjem, njegov zahtev mora biti potvrđen i reagovan odmah, bez obzira na adresu e-pošte koju koristi. Zaštitne mere treba primeniti bez nepotrebnih odlaganja kako bi se osiguralo dobrobit igrača.
Igrač je pružio sve raspoložive dokaze koji podržavaju svoj slučaj. Nasuprot tome, jedini dokaz koji je kazino dostavio sastoji se od selektivno odabranih snimaka ekrana za ćaskanje naizgled namenjenih da negativno prikažu igrača.
S obzirom na to da igrač nije mogao da arhivira svu korespondenciju putem e-pošte i da nam je najraniji dokumentovani zahtev za samoisključivanje zbog zavisnosti od kockanja koji nam je na raspolaganju datira od 23. novembra, verujemo da igrač ima pravo na povraćaj sredstava za sve depozite napravljene od tog datuma sve dok njihov račun nije zvanično zatvoren.
Dear everyone,
Following our discussion in this week’s meeting, we have concluded that the casino failed in its duty to protect the player. The absence of emails from the player in the casino’s records does not absolve the casino of its responsibility, as this is not an issue attributable to the player. Furthermore, multiple complaints regarding the same issue reinforce this conclusion.
A particularly concerning pattern we identified in more than one complaint is that the player was banned from live chat after requesting self-exclusion due to a gambling problem. This response is entirely unacceptable and contradicts the fundamental principles of responsible gambling. When a player requests self-exclusion due to gambling-related issues, their request must be acknowledged and acted upon promptly, regardless of the email address they use. Protective measures should be implemented without unnecessary delays to ensure the player’s well-being.
The player has provided all available evidence to support their case. In contrast, the only evidence submitted by the casino consists of selectively chosen chat screenshots seemingly intended to portray the player negatively.
Given that the player was unable to archive all email correspondence and that the earliest documented request for self-exclusion due to gambling addiction available to us dates back to November 23rd, we believe the player is entitled to a refund for all deposits made from that date until their account was officially closed.
zdravo,
Evo dokaza da sistem e-pošte ne radi sa hotmail.co.uk sistemom za slanje pošte, srećno reći da grešim ovde:
https://prnt.sc/5lVGf-GGHvOD
Zbog naziva našeg domena koji koristi naziv „Kazino" I označen kao kockanje, nalazimo se na svim listama blokiranih i funkcioniše u oba smera – i na I van. Stoga vaš email nikada nije primljen.
„ Odsustvo mejlova od igrača u evidenciji kazina ne oslobađa kazino njegove odgovornosti "
Naravno, zašto se uopšte truditi sa pružanjem dokaza, zar ne?
Dakle, ako nam igrač ne pošalje e-poštu, mi samo treba da pretpostavimo da želi da bude banovan?
Mi samo treba da ... znamo ... da igrač želi da bude banovan, čak i ako nismo dobili mejlove i kontakt ("odsustvo mejlova") - To je ono što kažete ovde.
Zašto me tražiti da snimim diskusije o podršci ako ih kasnije ignorišem? Tražite li istinu ili samo nešto da nas inkriminišete? Više mi liči na drugi odgovor.
Niste našli ništa mutno pa ste ignorisali dokaze i odlučili da dokazi više nisu potrebni?
" Posebno zabrinjavajući obrazac " - 20 izveštaja u 4 godine od 6.5k DNEVNIH igrača? To je obrazac? 99% njih je odbijeno ili je igrač izgubio u trenutku kada je kontaktirao licencu.
Pošto želite da razgovarate o šablonu:
Casinoguru je sistematski slao korisnike da kontaktiraju dobavljače licenci koji su sistematski odbijali slučajeve i želite da znate zašto?
Zato što se ne trudite da prikupljate dokaze - inače biste videli da ih igrač nema jer samo pokušava da nas prevari.
Više volite da verujete izmišljenim obrascima. Zato vas molimo da kontaktirate Licencu ovde, samo im recite o svojoj teoriji zavere.
Poslednji slučaj dolazi od vas do licence? Dokumente je uređivao u photoshopu korisnik koji je zaboravio da ukloni neke od njih
Slučaj pre? Igrač je uredio pasoš i uhvaćen
I mogu ih sve nabrojati ovako, zasitite dobavljača licence prevarantima koristeći vas kao kapiju da nas napadnu.
Casinoguru je alatka koja je obezbeđena prevarantima da nas napadnu, a ova alatka je napravljena samo da generiše saobraćaj na pridruženom sajtu – jer na kraju to je sve što ste, pridruženi sajt.
Evo, to je obrazac.
Srećno da im objasnite da nemate nijedan dokaz da je korisnik kontaktirao podršku uživo niti da smo dobili njegovu e-poštu.
Takođe srećno da im objasnim da Outlook blokira sve veb lokacije kazina širom sveta samo da bi bio siguran da " Ethslade " nastavi da se kocka.
Poslaće im DNS izveštaje zajedno sa svim evidencijama razgovora (znate, stvarnim dokazima..), a vi ćete im objasniti ovu svoju teoriju obrazaca.
Ovde više ne odgovaram, niste kvalifikovani da sudite o bilo čemu od ovoga, ne razgovaram više sa podrškom pridruženih sajtova.
ugodan dan
Hello,
Here is the proof that the email system isn't working with hotmail.co.uk mailing system, good luck to say I'm wrong here:
https://prnt.sc/5lWGf-GGHvOD
Due to our domain name using the name "Casino" AND labelled as gambling, we are in all block list and it works both ways - in AND out. Therefore your email was never received.
"The absence of emails from the player in the casino’s records does not absolve the casino of its responsibility"
Sure, why bother providing proofs anyway, right ?
So if the player doesn't send us an email, we are just supposed to guess that he wants to get banned?
We are just supposed to ... know ... that a player want to get banned, even if we received no emails and no contact ("absence of emails") - That's what you say here.
Why asking me for recording of the support discussions if it's to ignore them afterward? Are you looking for the truth or just something to incriminate us? Seems more like the second answer to me.
You didn't found anything shady so you ignore the proofs and decide that there is no proofs needed anymore ?
"A particularly concerning pattern" - 20 reports in 4 years out of 6.5k DAILY players? That's a pattern? 99% of them rejected or player ended losing the minute they contacted the license.
Since you want to talk about a pattern :
Casinoguru systematically sent the users to contact the license providers who systematically rejected the cases and you want to know why ?
Because you don't bother gathering proofs - otherwise you would see the player have none as they are just trying to scam us.
You prefer to trust imaginary patterns. So please contact the License here, just tell them about your conspiracy theory.
Last case coming from you to the license ? Documents were edited on photoshop by the user who forgot to remove some of it
The case before ? The player edited his passport and got caught
And I can list them all like this, you saturate the license provider of scammers using you as a gateway to attack us.
Casinoguru is a tool provided to scammers to attack us, and this tool is made only to generate traffic on an affiliate site - because in the end that's all your are, an affiliate site.
Here, that's a pattern.
Good luck to explain them you don't have a single proof the user contacted the live support nor that we got his email.
Also good luck to explain them that Outlook block worldwide all casinos websites just to make sure "Ethslade" keep gambling.
Will send them the DNS reporting along with all logs of conversations (you know, actual proofs..), and you will explain them about this pattern theory of yours.
I'm not answering anymore here, you are not qualified to judge any of this, I'm not discussing anymore with affiliate sites support.
Have a nice day
Iskreno rečeno, činjenica da vaš sajt ne može da prima e-poštu sa određenih adresa e-pošte jednostavno nije ničiji problem osim vašeg. Ova vaša teorija - e-poruke ne mogu da uđu ili izađu - ne uspeva jer je igrač mogao da prima promotivne e-poruke na svoju adresu e-pošte. Vaša je dužnost da postavite sistem na takav način da prihvati sav dolazni saobraćaj, a ne samo odabrane provajdere e-pošte, nije dužnost igrača da izvrši opsežno istraživanje kako biste videli da li će njihova e-pošta uopšte biti isporučena.
Što se tiče „dokaza" koji ste dali, tražio sam kompletne evidencije ćaskanja, po redu, ali ste mi dali više snimaka ekrana koji se jednostavno ne mogu uzeti kao čvrst dokaz, jer je vrlo lako izabrati razgovore iz ćaskanje uživo za deljenje ovde, sa namerom da prikažete igrača u lošem svetlu.
Šaljemo igrače regulatoru samo u slučajevima kada kazino ne reaguje ili ako se ne slažemo sa njihovom nespremnošću da sarađuju. Činimo to jednostavno da bismo igračima dali dodatni način da im pomognemo u njihovim sporovima, a ne zato što, kako kažete, „generišemo saobraćaj za pridruženi sajt".
Imate pravo na svoje mišljenje, ali u ovom slučaju to je sve. Vaše mišljenje. Ne moramo nikome ništa da dokazujemo, oni koji treba da dokazuju svoje tvrdnje su igrači i kazina. I, sa moje tačke gledišta, niste uspeli da pružite nijedan relevantan dokaz koji bi se mogao shvatiti ozbiljno.
Pošto više niste voljni da odgovarate ovde, primoran sam da zatvorim ovu žalbu kao nerešenu, što će negativno uticati na vaš indeks bezbednosti.
Poštovani ethslade93, preporučujem da se obratite Upravi za licenciranje igara na sreću Anžuja i podnesete žalbu preko njihove veb stranice na https: //anjouangaming.com/submit-dispute/. Imaju dodatne alate i opcije za pomoć igračima u ovim situacijama.
Za uputstva o tome kako da efikasno podnesete žalbu regulatoru, možete pronaći korisne informacije na https: //casino.guru/submitting-complaints-to-regulators.
Ako vam je potrebna bilo kakva pomoć u procesu podnošenja ili dobijete odgovor od regulatora, ne oklevajte da mi pošaljete e-poštu na michal.v@casino.guru .
Iskreno mi je žao što ovog puta nisam mogao da pružim povoljnije rešenje, ali s obzirom na to sa kim ovde komuniciramo, ovaj rezultat nije iznenađujući.
Srdačan pozdrav,
Mihal V
To put it bluntly, the fact that your site is not able to receive emails from certain email addresses is simply no one else's problem but yours. This theory of yours -emails being unable to go in or out - fails because the player was able to receive promotional emails to his email address. It is your duty to have the system set in such a way that it accommodates all of the incoming traffic, not only selected email providers, not the player's duty to do extensive research to see if their email even gets delivered.
Regarding the "proof" you have provided, I have asked for complete chat logs, in order, yet you have provided me with multiple screenshots which just can not be taken as solid proof, because it is very easy to just pick the conversations from the live chat to share here, intending to portray the player in a bad light.
We send players to the regulator only in cases the casino does not respond or if we disagree with their unwillingness to cooperate. We are doing it simply to give the players an additional way to help them with their disputes, not because, as you say, "to generate traffic for an affiliate site".
You are entitled to your opinion, but in this case, that's all it is. Your opinion. We do not need to prove anything to anyone, the ones who need to prove their claims are players and casinos. And, from my point of view, you have failed to provide a single relevant proof that could be taken seriously.
Since you are not willing to respond here anymore, I am forced to close this complaint as unresolved, which will negatively impact your safety index.
Dear ethslade93,, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru.
I’m truly sorry that I couldn’t provide a more favorable resolution this time, but, considering who we are communicating with here, this result is not surprising.
Best regards,
Michal V
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.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
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.
