NaslovnaPritužbeCoins.Game Casino - Nalog igrača nije odmah zatvoren.
Coins.Game Casino - Nalog igrača nije odmah zatvoren.
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Sigurnosni indeks
Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
05/08/2023
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Rešeno : 05/04/2024
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The player from Denmark, who identified himself as a gambling addict, had lost $366 and later his entire paycheck of $1565 at Coins.Game casino. He had notified the casino about his addiction on July 27th, but his account was not closed until August 2nd. The player had argued that the casino should have closed his account immediately after being informed about his addiction, and he had sought a refund for the losses incurred after July 27th. The casino did not respond to our inquiries, which led to the case being initially marked as 'unresolved'. However, the casino later claimed to have refunded the player's deposits, and the player confirmed the receipt of this refund. Despite his dissatisfaction with the casino's initial lack of response, he agreed to mark the complaint as 'resolved'.
Igrač iz Danske, koji se identifikovao kao zavisnik od kockanja, izgubio je 366 dolara, a kasnije i celu svoju platu od 1565 dolara u kazinu Coins.Game. On je kazino obavestio o svojoj zavisnosti 27. jula, ali njegov račun je zatvoren tek 2. avgusta. Igrač je tvrdio da je kazino trebalo da zatvori njegov račun odmah nakon što je obavešten o njegovoj zavisnosti, i tražio je povraćaj za gubitke nastale posle 27. jula. Kazino nije odgovorio na naše upite, što je dovelo do toga da je slučaj prvobitno označen kao „nerešen“. Međutim, kasino je kasnije tvrdio da je refundirao depozite igrača, a igrač je potvrdio prijem ovog povraćaja. Uprkos svom nezadovoljstvu zbog prvobitnog nedostatka odgovora kazina, pristao je da tužbu označi kao „rešenu“.
Već sam izgubio 366 USD u kazinu coins.game, a 28. jula sam ih obavestio putem e-pošte da sam zavisnik od kockanja i da sam izgubio 366 USD koji je došao od kredita koje nisam mogao da priuštim da izgubim i da sam tražio mogući povrat novca jer su ta sredstva bila namenjena plaćanju računa. I u tekstu i u temi e-poruke jasno je pisalo o zavisnosti od kockanja. Čak su odgovorili na e-poštu u kojoj sam ponovo napisao da sam izgubio zbog svoje zavisnosti. Ovo potvrđuje da su izgleda i obradili moju početnu e-poštu sa obaveštenjem da sam zavisnik od kockanja i da sam izgubio više nego što sam mogao da priuštim.
1. avgusta je bila isplata, a ja sam položio celu svoju platu i izgubio sve što je ukupno 1565 USDT, što kazino nije trebalo da dozvoli pošto sam ih već obavestio o svojoj zavisnosti od kockanja i izgubio sam sredstva koja sam mogao ne priuštiti.
Napisao sam im e-poštu o gore navedenoj stvari, a sada su mi zatvorili nalog prošle srede, ali su mi rekli da ne daju povraćaj sredstava, pa je spor zbog čega nisu zatvorili nalog kada sam ih obavestio moja zavisnost, tako da nikada ne bih mogao da položim i izgubim ceo ček.
I had already lost 366 USD in coins.game casino, and on 28. July i informed them by email that i was an gambling addict, and that i had lost 366$ which came from loans i could not afford to lose, and asking for a possible refund because those funds were intended to pay bills. Both in the text and the topic of the email was clearly texted with Gambling addiction. They even replied the email where i did write back again that i lost due to my addiction. This confirms that they have seem and processed my initial email informing that i am a gambling addict and that i had lost more than i could afford.
On 1. August it was payday, and i deposited my whole paycheck and lost everything which is a total of 1565 USDT, which the casino should not have been allowing since i already did inform them about my gambling addiction and i had lost funds i could not afford.
I did write an email to them about the above matter, and now they closed my account on last wednesday but they told me they do not provide refunds, so the dispute is why they did not close the account in first place when i informed them about my addiction, so i never could have deposited and lost my whole pay-check.
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 da li ste obavestili kazino o svom problemu sa kockanjem pre 28. jula? Kada je tačno vaš nalog trajno blokiran, molim vas?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Radujemo se Vašem odgovoru.
Srdačan pozdrav,
Petronela
Dear qwrath,
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 if you informed the casino about your gambling problem before July 28th? When exactly was your account blocked permanently, please?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Hvala na odgovoru, da bih ovo objasnio, pokušao sam da napravim vremenski okvir za period:
23/24. jula sam deponovao i izgubio 366 USDT.
27. jul Poslao sam e-poštu u kojoj sam obavestio kazino da sam zavisnik od kockanja i da sam izgubio više nego što sam mogao da priuštim od pozajmice, pitajući me da li postoji bilo kakva mogućnost za povraćaj novca.
(Na snimku ekrana e-pošte piše 28. jul u mejlu, ali 27. jul u gornjem desnom uglu, jer je poslat od mene 27. jula u mojoj vremenskoj zoni, ali 28. u vremenskoj zoni coins.game)
1. Avgust je bila isplata i izgubio sam ceo ček od ukupno 1565 USDT, tako da nemam novca za kiriju/hranu.
2. avgust pisao sam coins.game / Roial Vai NV u vezi sa time da sam ih ranije obavestio o svojoj zavisnosti od kockanja, a sada sam izgubio ceo ček, a onda su mi odgovorili sa ovim tekstom prikazanim na snimku ekrana, gde su zatvorili moju račun 2. avgusta.
Ali zašto to nisu uradili kada sam ih 27. jula obavestio o svojoj zavisnosti.
Dakle, spor nije oko 366 USDT koje sam izgubio u kazinu pre 27. jula, već sredstva koja sam deponovao i izgubio nakon što sam obavestio kazino o svojoj zavisnosti od kockanja i rekao im da sam zavisnik od kockanja i da sam izgubio više od mogao sam da priuštim, kada su mi odgovorili na e-poštu, što potvrđuje da su oboje videli i obradili dva e-poruka koja sam poslao u vezi sa mojom zavisnošću.
Hello Petronela,
Thanks for your reply, to explain this i have tried to make a timeline for the period:
23/24. July i deposited and lost 366 USDT.
27. July i sent the email informing the casino that i am a gambling addict and i had lost more than i could afford from loan, asking if there was any possibility for a refund.
(The email screenshot says 28. July in the email but 27. July in the upper right corner, becasue it was sent from me on 27. July in my timezone, but the 28. in coins.game timezone)
1. August it was payday and i lost my whole pay-check in total of 1565 USDT, so i have no money for rent/food.
2. August i wrote to coins.game / Royal Way N.V. regarding i earlier informed them about my gambling addiction, and now i lost my whole pay-check, and then they reply with this text shown in the screenshot, where they did close my account on 2. august.
But why didnt they do so when i informed them about my addiction on the 27. July.
So the dispute is not about the the 366 USDT i lost in the casino before 27. July, but the funds i deposited and lost after i informed the casino about my gambling addiction and told them i was a gambling addict and i had lost more than i could afford, when they have replied my email, which confirms that they have both seen and processed the two emails i sent informing about my addiction.
Sada imam jasnije razumevanje. Očigledno je da ste poslali e-mail 27. jula u 23:15, što je bilo u četvrtak kasno uveče. Cela diskusija se vrtela oko potencijalne nadoknade sredstava koja ste prethodno uložili u kazino. Iako ste spomenuli svoj problem sa kockanjem, niste izričito zahtevali da se vaš nalog blokira. Međutim, ovo bi se moglo posmatrati kao molba za pomoć. Kazino je kasnije zatvorio vaš nalog 2. avgusta, otprilike 6 dana kasnije.
S obzirom da je bilo nekoliko poruka razmenjenih između vas i predstavnika kazina, verovatno je da je kazino mogao da preduzme mere ranije i da zatvori vaš nalog pre srede sledeće nedelje.
Da li je bilo nekih dodatnih zahteva koje ste uputili posle 27. koji su možda naveli kazino da zatvori vaš nalog? Ili je zahtev od 27. bio jedini?
I now have a clearer understanding. It's evident that you sent an email on July 27th at 23:15, which was a late Thursday evening. The entire discussion revolved around the potential reimbursement of the funds you had previously invested in the casino. While you did mention your gambling issue, you didn't explicitly request your account to be blocked. However, this could be seen as a plea for assistance. The casino subsequently closed your account on August 2nd, approximately 6 days later.
Given that there were several messages exchanged between you and the casino representative, it's plausible that the casino could have taken action sooner and closed your account prior to the following week's Wednesday.
Were there any additional requests you made after the 27th that might have prompted the casino to close your account? Or was the request from the 27th the only one?
Poslao sam 5 e-poruka 27-07-2023 koji su se svi odnosili na ovu temu, tako da nema sumnje da je kazino dobro obavešten da sam zavisnik od kockanja, tema e-pošte se zove zavisnost od kockanja, u imejlovima je veoma jasno da sam zavisnik od kockanja, da sam izgubio više nego što sam mogao da priuštim od kredita, čak sam u svom poslednjem mejlu tražio manji mogući povrat novca za hranu, pošto sam izgubio svaki novčić koji mi je ostao, na Coins.game. Kazino je čak odgovorio da im je jako žao i da razumeju koliko mi je ovo teško u ovom trenutku 27-07, kako im može biti žao ako ništa ne preduzmu da bi moj nalog ostao aktivan da izgubim još više.
Evo snimka ekrana od 5 e-poruka, odgovor na e-poštu je na vrhu snimaka ekrana, praćen prethodnom prepiskom ispod.
Hi,
I had sent 5 emails on 27-07-2023 all adressing this matter, so there is no doubt that the casino was well informed that i was a gambling addict, the email-topic is named gambling addiction, in the emails i make it very clear i am a gambling addict, that i had lost more than i could afford from loans, i even asked in my last email for a smaller possible refund for money for food, since i lost every dime i had left, at Coins.game. The casino even responded that they are very sorry and understand how diffucult this is for me at this time on 27-07, how can they be sorry if they do nothing about this keeping my account active to lose even more.
Here is screenshot of the 5 emails, the email reply is on the top of the screenshots followed by the former correspondance below.
Hvala vam puno, kvrath, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Jozefu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, qwrath, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you 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.
Pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, nemamo drugog izbora nego da klasifikujemo žalbu kao „nerešenu". Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Dragi kvrath,
Veoma mi je žao, ali pošto kazino tim nije reagovao, nismo u mogućnosti da nastavimo sa istragom. Alternativna opcija je da podnesete zvaničnu žalbu organu za licenciranje kazina. Mogu vam pomoći u ovom procesu, a možete me kontaktirati na dole navedenu adresu e-pošte. Imajte na umu da će ova žalba uticati na njihov indeks bezbednosti na našoj veb stranici. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć.
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear qwrath,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Ponovo smo otvorili ovu žalbu na zahtev kazina. Želeli bismo da ovom slučaju damo još jednu šansu da se reši i pomognemo obema uključenim stranama da dođu do zadovoljavajućeg zaključka.
Ovo je poruka kazina za nas:
Zdravo!
Ovom igraču je isplaćen iznos njegovih depozita, o kojima je gore bilo reči, molimo vas da zatvorite žalbu kao rešenu.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
This is the casino's message to us:
Hello!
This player was paid the amount of his deposits, which were discussed above, please close the complaint as resolved.
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 qwrath,
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.
Da, mogu da potvrdim da je kazino refundirao iznos, međutim želeo bih da napomenem da je to potrajalo veoma dugo, a kazino ili nije reagovao ili je negirao svoju odgovornost, sve dok nije poslat regulatoru. Verujem da je kazino trebalo da preuzme odgovornost pre nego što je uključio regulator. Ali ovo možete postaviti na rešeno.
Hi,
Yes I can confirm that the casino has refunded the amount, however I would like to note that it took very long time, and casino was either not responding or denied their responsibility, until it was sent to the regulator. I believe the casino should have taken responsibility before involving the regulator. But you may set this to solved.
Hvala vam što koristite centar za rešavanje žalbi Casino Guru. Drago nam je da čujemo da je vaš problem rešen. Sada ćemo to označiti kao 'rešeno' u našem sistemu. Molimo, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da vam pomognemo, ali se nadam da se više nećete susresti sa ovakvim problemom.
Srdačan pozdrav, Jozef
Dear qwrath,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
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