NaslovnaPritužbeChips.gg Casino - Igrač ne može da povuče dobitke zbog grešaka u ograničenju.
Chips.gg Casino - Igrač ne može da povuče dobitke zbog grešaka u ograničenju.
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Poslato:
19/11/2023
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Slučaj je zatvoren : 04/05/2024
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pre 4 dana
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The player from Romania had deposited money into her Chips.gg account which she then turned into a larger sum. However, when she had attempted to withdraw the winnings, she had received a message stating she had reached her withdrawal limit despite never having withdrawn before. Support had not responded to her queries for seven days. Later, the player reported that she had been able to withdraw. However, the casino claimed that the player's account had been temporarily blocked for necessary account verification, and the account was fully operational at the time of filing the complaint. The casino had provided evidence showing consistent communication with the player and her continued use of the platform. We had concluded that the complaint system was misused and the player's claim of a blocked account was false. The complaint was therefore rejected.
Igračica iz Rumunije je uplatila novac na svoj Chips.gg račun koji je potom pretvorila u veću sumu. Međutim, kada je pokušala da povuče dobitke, dobila je poruku u kojoj se navodi da je dostigla limit za povlačenje iako nikada ranije nije povlačila. Podrška nije odgovorila na njene upite sedam dana. Kasnije je igračica prijavila da je uspela da se povuče. Međutim, kazino je tvrdio da je račun igrača privremeno blokiran radi neophodne verifikacije naloga, a račun je bio potpuno operativan u vreme podnošenja žalbe. Kazino je pružio dokaze koji pokazuju doslednu komunikaciju sa igračicom i njeno kontinuirano korišćenje platforme. Zaključili smo da je sistem za žalbe zloupotrebljen i da je igračeva tvrdnja o blokiranom nalogu lažna. Žalba je stoga odbijena.
Otvorio sam račun prošlog ponedeljka na chips.gg. Deponovao sam oko 9 hiljada dolara. Pretvorio ih je u 24 k (round 11eth). Hteo sam da se povučem, očigledno. Kada sam pritisnuo povlačenje, pojavila se poruka "ograničenje povlačenja je dostignuto", iako nikada ranije nisam povlačio.
Prošlo je skoro sedam dana bez ikakvih odgovora podrške. Novac je osvojen na ludo vreme, čak ni na slotovima. Rekao sam im da moram da platim medicinske račune, bez odgovora od njih. Za mene je to mnogo novca i zaista mi treba. Uložio sam oko 100 hiljada za 7 dana od otvaranja naloga. Ja sam kic verifikovan, predao sam sve dokumente i za nivo 3 i još uvek nema odgovora od podrške. I ja sam očajan
I opened an account last Monday on chips.gg. I deposited around 9k dollars. Turned them into 24 k(round 11eth). I wanted to withdraw, obviously. When I hit withdraw the message "withdrawal limit reached" though I never withdrawed before.
It's been almost seven days with no answers from support whatsoever. The money were won on crazy time, not even on slots. I told them I have medical bills to pay, no answers from them. It's a lot of money for me and I really need it. I have wagered around 100k in 7 days since opening my account. I'm kyc verified, submitted all documents for level 3 as well and still no answer from support. And I'm desperate
Hvala vam puno što ste podneli žalbu. Žao nam je što čujemo za problem sa vašim povlačenjem i razumemo vašu zabrinutost. Međutim, imajte na umu da je prilično uobičajeno da povlačenja potraju nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaš nalog uspešno verifikovan, vaša istorija igara proverena, vaše povlačenje je odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od zahteva za povlačenje, obavestite nas i mi ćemo intervenisati i pokušati da pomognemo ti.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Petronela
Dear Mookis123,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Ali ne mogu čak ni da pritisnem dugme za povlačenje. Novac je i dalje na računu za klađenje. Nije da sam ja podigao i novac nikad nije došao. Još uvek su na računu
But i cant even hit the withdrawal button. The money are still in the betting account. It's not like I withdrawed and the money never came. They're still in the account
Hvala, Mookis123, na odgovoru. Da li sam dobro razumeo da je vaš problem u međuvremenu uspešno rešen? Da li imam vašu dozvolu da zatvorim ovu žalbu kao rešenu ili postoji još nešto čime bismo mogli da pokušamo da vam pomognemo? Radujemo se Vašem odgovoru.
Thank you, Mookis123, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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 Mookis123,
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.
Snimci ekrana su izbrisani, ali su sačuvani, a Casino.Guru održava stalnu komunikaciju sa Predstavnikom kazina putem e-pošte. Obaveštavaćemo vas, Mookis123, o svim dodatnim dešavanjima u narednim danima.
The screenshots have been deleted but are saved, and Casino.Guru is maintaining ongoing communication with the Casino Representative through emails. We will keep you, Mookis123, updated on any additional developments in the coming days.
Nažalost, do danas nismo dobili nikakve dodatne informacije. Chips.gg Casino, možete li ljubazno da date komentare ili uvide u vezi sa tim? Hvala vam.
Regrettably, we have not received any further information to date. Chips.gg Casino, could you kindly provide comments or insights on the matter? Thank you.
Hvala vam puno, obe strane, na pružanju svih potrebnih informacija.
Sada ću preneti žalbu kolegi Mateju ( matej@casino.guru ) koji će vam biti u pomoći. Želim vam, Mookis123, puno sreće i nadam se da ćete videti da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, both sides, for providing all the necessary information.
I will now transfer the complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you, Mookis123, the best of luck and hope to see your problem being 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.
U svom imejlu ste naveli da su igračeva povlačenja privremeno blokirana radi neophodne verifikacije naloga i da je nalog igrača u potpunosti operativan u vreme podnošenja ove žalbe. Možete li, molim vas, pružiti dokaze o tome kroz dnevnik igre?
Dear casino representative,
In your email, you stated that the player's withdrawals were temporarily blocked for the necessary account verification, and that the player's account is fully operational at the time of filing this complaint. Can you please provide evidence of this through a game log?
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.
Do ove recenzije 19.11.2023., igrač je imao doslednu komunikaciju sa našim agentima za podršku. Od datuma navedenog u igračevoj objavi, igrač je imao preostali iznos od 13,95 ETH, što je ekvivalentno približno 24.000 dolara, koje je stavljeno na raspolaganje za povlačenje istog dana nakon završetka KIC due diligence-a. Igrač je odlučio da povuče 5,1 ETH, ostavljajući im saldo od 8,75 ETH. Tokom narednih 5-6 dana, igrač je nastavio da koristi platformu, angažujući se u raznim depozitima i povlačenjima, kao i aktivnostima klađenja, bez da je nailazio na dalje probleme ili ograničenja. Igrač nije izrazio nikakve probleme ili zabrinutost našim agentima u vezi bilo čega daljeg.
12/04/2023, igrač je pokrenuo nit na bitcointalk-u. Istog dana, igrač je napravio dva sledeća depozita, sa dodatnim depozitom 7.12.2023, uz dodatne opklade. Kontinuirano učešće igrača na našoj platformi je evidentno, sa nedavnim opkladama stavljenim i na 10.12.2023. i na 15.12.2023. Igrač je povukao ukupno 10.890,82 dolara tokom ovih perioda. Štaviše, vredi pomenuti da je igrač imao povremene periode klađenja i povlačenja, sa primetnim prekidima između, na redovnoj osnovi od početnog incidenta koji je doveo do stvaranja niti.
U e-poruci koju ste dobili, Matej, dali smo potpuni post mortem pregled svih događaja pre i posle ovog inicijalnog pregleda. Molimo vas da pregledate pdf za dodatne informacije, ali evo nekih evidencija iz naše pozadinske kancelarije da pokažete da je igrač aktivan u gore navedenom vremenskom okviru. Takođe smo uključili komunikaciju podrške sa igračem koja pokazuje da igrač trenutno nema nikakvih problema.
Leading up to this review on 11/19/2023, the player had consistent communication with our support agents. As of the date mentioned in the player's post, the player had a remaining balance of 13.95 ETH, equivalent to approximately $24,000, which was made available for withdrawal on the same day after completing KYC due diligence. The player chose to withdraw 5.1 ETH, leaving them with a balance of 8.75 ETH. Over the next 5-6 days, the player continued to use the platform, engaging in various deposits and withdrawals, as well as betting activities, without encountering any further issues or limitations. The player expressed no problems or concerns to our agents regarding anything further.
On 12/04/2023, the player initiated a thread on bitcointalk. On the very same day, the player made two subsequent deposits, with an additional deposit on 12/7/2023, alongside additional bets. The player's continued participation on our platform is evident, with recent bets placed on both 12/10/2023 and 12/15/2023. The player withdrew a total of $10,890.82 during these periods. Furthermore, it's worth mentioning that the player had intermittent periods of betting and withdrawals, with noticeable breaks in between, on a regular basis since the initial incident leading up to the thread creation.
In the email provided to you Matej, we have provided a full post mortem breakdown of all events before and after this initial review. We ask that you please review the pdf for further information, however here is some logs from our backoffice to show the player active in the above timeframe. We have also included support communications with the player showing the player has no further issues at the time.
Naši snimci ekrana jasno pokazuju da nismo predložili recenziju sa 5 zvezdica u zamenu za povoljan tretman. Umesto toga, pokazuje da ste sami predložili da nam ostavite recenziju sa 5 zvezdica, to je bilo 19.11.2023.
Žalba koju ste prvobitno naveli da ne možete da povučete sredstva je lažna i rešena je našim prethodnim odgovorom. Imali ste potpun pristup svom prvobitnom depozitu i dobicima, sa dodatnim sredstvima osvojenim tokom vremena zaključavanja vaših sredstava, ukupno 13,95 ETH.
Na kraju, niste potvrdili da niste imali dalji kontakt sa nama i da ste nastavili da igrate na sajtu bez problema. Redovno ste igrali na sajtu pre i posle vremena kada je vaša KIC dužna pažnja završena između 13.11.2023. do 15.2.2023.
Zašto biste se žalili na nas, a nastavili da deponujete i igrate na veb lokaciji?
Pozdravi,
Chips.gg
Hello,
Our provided screenshots clearly show we did not suggest the 5 star review in exchange for favorable treatment. Instead it shows you yourself suggested that you would leave us a 5 star review, this was on 11/19/2023.
The complaint you originally stated of not being able to withdraw your funds is false and has been addressed by our previous reply. You had full access to your original deposit and winnings, with additional funds won during the time your funds were locked, a total of 13.95 ETH.
Lastly, you fail to acknowledge you had no further contact with us and continued to play on the site without issue. You played on the site regularly before and after the time your KYC due diligence was completed between 11/13/2023 to 2/15/2023.
Why would you make a complaint about us but continue to deposit and play on the website?
Na osnovu razgovora i dokaza koje je pružio kazino, očigledno je da je naš sistem rešavanja žalbi zloupotrebljen za rešavanje nerešenih pitanja između više pojedinaca.
Dokazi koje je pružio kazino pokazuju da je Mookis123 lažno tvrdio da mu je račun blokiran, ne samo u našoj žalbi.
Stoga smo odlučili da odbijemo ovu žalbu.
Mookis123 i Antoine,
Ako naiđete na probleme sa kazinom, preporučujemo vam da koristite naš forum. Tamo možete da napravite nit da biste izrazili svoju zabrinutost ili podelili svoju priču. Međutim, uzdržite se od korišćenja lažnih informacija.
Hvala vam.
Dear Mookis123 and Chips.gg Casino Team,
Based on the conversation and evidence provided by the casino, it is apparent that our complaint resolution system was misused to address unresolved issues between multiple individuals.
The evidence provided by the casino indicates that Mookis123 falsely claimed that his account was blocked, not only in our complaint.
Therefore, we have decided to reject this complaint.
Mookis123 and Antoine,
If you encounter issues with the casino, we encourage you to utilize our forum. There, you can create a thread to express your concerns or share your story. However, please refrain from using false information.
Želim da istaknem da je ceo problem izmišljen i da osoba koja je odgovorila na vašu žalbu nije bila predstavnik kazina, već neko ko se predstavlja. Kazino nam se odmah obratio i kada smo shvatili da smo prevareni, ispravili smo situaciju.
Ranije smo vam preporučili da koristite naš forum za sve probleme u vezi sa kazinom umesto da zloupotrebljavate proces rešavanja žalbi za ličnu korist izmišljanjem lažne priče.
Uvek nastojimo da pomognemo igračima, ali u ovom slučaju je više pojedinaca pokušalo da nas prevari, što je nedopustivo.
Kao rezultat toga, žalba se odbija bez mogućnosti ponovnog otvaranja.
I want to point out that the entire issue was fabricated and the individual who responded to your complaint was not a representative of the casino, but someone pretending to be one. The casino promptly reached out to us, and once we realized that we were deceived, we rectified the situation.
We previously recommended that you utilize our forum for any casino-related issues instead of abusing the complaint resolution process for personal gain by fabricating a false story.
We always strive to assist players, but in this instance, multiple individuals attempted to deceive us, which is unacceptable.
As a result, the complaint is rejected without the possibility of reopening it.
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