Nalog igrača je zatvoren bez ikakvog daljeg objašnjenja. Označili smo žalbu kao rešenu nakon što je kazino ponudio da plati igraču uprkos blokiranju naloga. Igrač je ovaj ishod smatrao zadovoljavajućim.
The player's account was closed without any further explanation. We marked the complaint as resolved after the casino offered to pay the player despite their account being blocked. The player found this outcome satisfactory.
Nalog igrača je zatvoren bez ikakvog daljeg objašnjenja. Označili smo žalbu kao rešenu nakon što je kazino ponudio da plati igraču uprkos blokiranju naloga. Igrač je ovaj ishod smatrao zadovoljavajućim.
4. marta, Comeon je zatvorio moj račun i zaplenio oko 750-850€ sa mog računa. Tačan iznos nije poznat.
Kazino mi je obezbedio sledeće:
- Prekršio sam uslove i odredbe 9.3
Kazino mi kaže da sam prekršio pravilo, ali ne daju nikakvo opravdanje za situaciju i ignorišu nekoliko mojih pokušaja da ih kontaktiram. Tvrde da se stvar smatra zatvorenom.
Igrao sam uglavnom Vespin grupne igre na ovoj veb stranici više od godinu dana bez većih problema. Nisam prekršio nijedno pravilo. Očekujem odgovor od comeon-a.
On March 4th, Comeon closed my account and confiscated approximately 750-850€ from my account. The exact amount is not known.
The casino has provided me the following:
- I have broken terms & conditions 9.3
The casino tells me that I have violated a rule, but they do not provide any justification for the situation and ignore several of my attempts to contact them. They claim that the matter is considered closed.
I played mainly Wespin group games on this website for over a year without any major issues. I have not broken any rules. Looking forward for a response from comeon.
Zdravo AllIn,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa ComeOn! Kazino. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno? Da li je vaš saldo bio pravi novac ili akumuliran sa bonusom? Da li vam je kazino refundirao depozit? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo? Da li su bliže precizirali razlog blokiranja vašeg naloga?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello AllIn,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ComeOn! Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was your balance real money or accumulated with a bonus? Did the casino refund your deposit? When was the last time you spoke to the casino and what was it about? Did they closer specify the reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
Hej Nik,
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno?
– Moj nalog je verifikovan 8. oktobra 2022.
Da li je vaš bilans bio pravi novac ili akumuliran sa bonusom?
- Ostatak koji je zaplenjen bio je 100 odsto pravi novac.
Da li vam je kazino refundirao depozit?
- Kazino mi nije vratio nijedan depozit ili stanje sa mog računa.
Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
- 3. juna pitao sam da li ima bilo kakvih novosti o mojoj situaciji, a kazino me je obavestio da ih nema i da treba da uložim zvaničnu žalbu.
Da li su bliže precizirali razlog blokiranja vašeg naloga?
- Jedini razlog koji sam dobio od kazina je taj što sam prekršio T&C. 9.3. Čvrsto verujem da nisam prekršio ništa što pravilo navodi.
Hey nick,
Could you please advise if your account is already verified and if yes, since when exactly?
- My account was verified on October 8, 2022.
Was your balance real money or accumulated with a bonus?
- The balance that was confiscated was 100% real money.
Did the casino refund your deposit?
- The casino has not refunded me any deposits or balances from my account.
When was the last time you spoke to the casino and what was it about?
- On the 3, of june, I asked if there were any updates on my situation, and the casino informed me that there are none and that i should do an official complaint.
Did they closer specify the reason of blocking your account?
- The only reason i have got from the casino is that i broke T&C. 9.3. I strongly believe that i have not broken anything that the rule states.
Zdravo AllIn,
Da li je moguće proslediti komunikaciju između vas i kazina na nikolas.b@casino.guru pre nego što pokušamo da intervenišemo?
Hello AllIn,
Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to intervene?
Dear AllIn,
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.
Zdravo Nikolas, nismo se čuli dve nedelje.
Da li ste primili poruke i snimke ekrana koje sam poslao u vezi sa razgovorom između mene i Comeona?
Hello Nikolas, I haven't heard from you in two weeks.
Have you received the messages and screenshots I sent regarding the conversation between me and Comeon?
Zdravo AllIn,
Moja poslednja poruka je bila pre nedelju dana i da, primio sam vaše e-poruke. Pošto kazino nigde ne navodi razlog blokiranja vašeg naloga, vaša žalba će sada biti prosleđena mom kolegi Tomasu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Hello AllIn,
My last message was a week ago and yes I've received your e-mails. As the casino do not specify the reason of blocking your account anywhere, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo AllIn,
Pregledao sam vaš slučaj i u potpunosti razumem vašu zabrinutost. Daću sve od sebe da vam pomognem u rešavanju problema tako što ću kontaktirati kazino.
Hteo bih da pitam ComeOn! Kazino da se pridružite ovom razgovoru i podelite više informacija u vezi sa slučajem.
Možete li da navedete bilo koji razlog zašto je račun igrača blokiran i dobici zaplenjeni?
Hvala vam.
Srdačan pozdrav,
Tomas
Hi AllIn,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask ComeOn! Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked and winnings confiscated?
Thank you.
Best regards,
Tomas
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.
Dragi AllIn,
Trenutno pokušavam da stupim u kontakt sa predstavnikom kazina i stoga ću još jednom produžiti tajmer da vidim da li možemo nešto da postignemo ovde.
Hvala na strpljenju.
Srdačan pozdrav,
Tomas
Dear AllIn,
I'm currently trying to get in touch with the casino representative, and thus I will extend the timer once more to see if we can achieve anything here.
Thank you for your patience.
Kind regards,
Tomas
Hvala Tomase!
Nadam se da ćemo moći da rešimo situaciju sa kazinom.
Šteta što je potrebno toliko vremena da kazino odgovori na ozbiljnu stvar.
Thanks Tomas!
I hope we can resolve the situation with the casino.
Its a shame its taking so long for the casino to respond on a serious matter.
Kazino očigledno želi da ćuti u vezi sa ovim slučajem. Pitam se zašto?
Lično sam primio informacije o depozitu i povlačenju iz kazina. Tačan iznos konfiskacije kazina je 823,92€.
The casino clearly wants to stay silent regarding this case. I wonder why?
I have personally received my deposit and withdrawal information from the casino. The exact amount of the casino's confiscation is 823,92€.
Dragi ComeOn! kazino ,
Ako vodite internu diskusiju sa igračem u vezi sa slučajem, možete li nas obavestiti kada se donese konačna odluka?
Hvala vam.
Srdačan pozdrav,
Tomas
Dear ComeOn! Casino,
If you run an internal discussion with the player regarding the case, can you please inform us once the final decision is made?
Thank you.
Kind regards,
Tomas
Hej
Kazino me nije kontaktirao u vezi sa mojim slučajem, barem ne još.
Da li su mislili da će rešiti stvar sa mnom, ili će nastaviti da ćute?
Hey
The casino has not contacted me regarding my case, at least not yet.
Did they mean that they will resolve the matter with me, or will they continue to remain silent?
Kazino mi je dozvolio da im direktno uložim žalbu, a oni će je obraditi u roku od 7 dana, iako su prethodno izjavili da je stvar rešena.
Sada tvrde da nikada nisam podneo zvaničnu žalbu za kazino.
Ne verujem da će to dovesti do bilo čega. Ali ostaje da se vidi.
The casino allowed me to submit a complaint directly to them, and they will process it within 7 days, even though they previously stated that the matter was resolved.
Now they claim that I have never submitted an official complaint for the casino.
I don't believe that it will lead to anything. But it remains to be seen.
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.
Kazino me je obavestio da će moja zvanična žalba biti rešena u roku od 7 radnih dana.
Prošlo je 10 radnih dana od prijema moje žalbe, a od kazina nisam dobio nikakvo rešenje.
Samo sam želeo da pružim ažuriranje ovde. Ne verujem da mi Casino Guru može dodatno pomoći u vezi sa ovim pitanjem, jer kazino želi da reši problem direktno sa mnom.
Čekam odgovor kazina još oko nedelju dana, i ako to ne dovede do bilo kakvog rešenja, nastaviću da rešavam problem uz pomoć sledećeg odgovarajućeg organa, prateći smernice kazina.
Bio bih zahvalan ako bi moja žalba mogla da ostane aktivna sledeće nedelje. Ako kazino reši problem sa mnom, ažuriraću rezultat ovde.
The casino informed me that my official complaint will be resolved within 7 business days.
It has been 10 business days since my complaint was received, and I haven't received any resolution from the casino.
I just wanted to provide an update here. I don't believe Casino Guru can assist me further with this matter, as the casino wants to resolve the issue directly with me.
I'm waiting for the casino's response myself for about another week, and if it doesn't lead to any resolution, I will proceed to address the matter with the assistance of the next appropriate authority, following the casino's guidelines.
I would appreciate if my complaint could remain active for the next week. If the casino resolves the issue with me, I will update the outcome here.
Dragi AllIn,
U pravu ste. Čini se da kazino nije voljan da se pozabavi ovom žalbom na javni način. Ako želite, mogu da produžim tajmer kako ste tražili kako bih omogućio kazinu da interno reši problem sa vama.
Molimo vas da nas obaveštavate o svim dešavanjima.
Srdačan pozdrav,
Tomas
Dear AllIn,
You are correct. It seems that the casino is not willing to address this complaint in a public manner. If you would like, I can extend the timer as you have requested in order to allow the casino to resolve the issue with you internally.
Please keep us updated on any developments.
Kind regards,
Tomas
Dragi AllIn ,
Možete li nas obavestiti o trenutnom statusu? Da li je bilo napretka u vezi sa vašom žalbom?
Hvala vam.
Srdačan pozdrav,
Tomas
Dear AllIn,
Can you please update us on the current status? Has there been any progress with your complaint?
Thank you.
Kind regards,
Tomas
Kazino me je obavestio da će istraga mog slučaja trajati duže nego što se očekivalo, i čekaju odgovor drugog odeljenja.
Takođe su spomenuli da će me kontaktirati putem e-pošte kada se stvar reši.
Dobio sam ovu e-poštu pre 9 dana; ukupno je prošlo 25 dana od kada sam podneo žalbu.
Ovo je znatno duže od onoga što pravila kazina navode za rešavanje žalbi.
The casino has informed me that the investigation of my case will take longer than expected, and they are awaiting a response from another department.
They also mentioned that they will contact me via email once the matter is resolved.
I received this email 9 days ago; in total, it has been 25 days since I submitted the complaint.
This is significantly longer than what the casino's rules state for the resolution of complaints.
Dragi ComeOn! kazino ,
Molimo Vas da nas obavestite o rezultatima istrage kada se ona završi. Produžujem tajmer za 7 dana.
Hvala vam.
Srdačan pozdrav,
Tomas
Dear ComeOn! Casino,
We kindly ask you to inform us about the result of the investigation once it's finished. I'm extending the timer by 7 days.
Thank you.
Kind regards,
Tomas
Dragi AllIn ,
Da li ste, slučajno, dobili bilo kakav odgovor iz kazina o rezultatu istrage? Ako ne, sledeći korak bi bio da kontaktirate ADR kao i samu Upravu za igre na sreću.
Javite mi da vam dam uputstva. Hvala vam.
Srdačan pozdrav,
Tomas
Dear AllIn,
Have you, by chance, received any response from the casino about the investigation result? If not, the next step would be to contact the ADR as well as the Gaming Authority itself.
Let me know so I can provide you with instructions. Thank you.
Kind regards,
Tomas
Nisam dobio odgovor iz kazina u vezi sa mojom žalbom.
Kazino takođe ne reaguje na moje pokušaje da ih kontaktiram.
Hvala vam unapred na uputstvima!
I haven't received a response from the casino regarding my complaint.
The casino is also not responding to my attempts to contact them.
Thank you for the instructions in advance!
Dragi AllIn ,
Došli smo do tačke kada je kontaktiranje ADR - eCOGRA jedino preostalo rešenje.
Prema Uputstvima i uslovima kazina:
„Možete kontaktirati naš ADR 'eCOGRA na e-mail adresu _KSKSKSKSKS_0@email.kkkkk ili popunjavanjem obrasca na ovom linku: http: //gstudiobranding.com/__ekternal/vault/ecogra/v1/public/forms/adr-dispute -step-1 . Spor se takođe može podneti eCOGRA-i korišćenjem platforme EU za rešavanje sporova na mreži na sledećem linku:
https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase . Imamo određeni ADR koji treba da bude izabran na platformi i ovo je kao što je gore pomenuto eCOGRA"
Međutim, izgleda da je to zastarela verzija koja preusmerava na spoljnu vezu. Umesto toga, preporučujem da posetite zvaničnu veb stranicu:
https://ecogra.org/alternative-dispute-resolution/
Sledeći korak bi bio kontaktiranje same Malteške uprave za igre na sreću ( https://vvv.mga.org.mt/support/online-gaming-support/ ) i podnošenje žalbe. To je dobar organ za licenciranje i ima bolje opcije i alate za pomoć igračima.
Molimo vas da me obavestite kada podnesete pritužbe obojici kako bih mogao da zatvorim žalbu u skladu sa tim.
Hvala vam.
Srdačan pozdrav,
Tomas
Dear AllIn,
We have reached the point where contacting the ADR - eCOGRA is the only solution left.
As per the casino's T&Cs:
"You may contact our ADR 'eCOGRA on the email address info@ecogra.org or by filling in the form on this link: http://gstudiobranding.com/__external/vault/ecogra/v1/public/forms/adr-dispute-step-1 . A dispute can also be submitted to eCOGRA by making use of EU online dispute resolution platform on the following link:
https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase . We have a specific designated ADR to be selected on the platform and this is as above mentioned eCOGRA"
However, it appears to be an outdated version that redirects to an external link. Instead, I recommend visiting the official website:
https://ecogra.org/alternative-dispute-resolution/
The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/) and submitting a complaint to them. It is a good licensing authority and has better options and tools to help players.
Kindly inform me once you have filed complaints with both of them so that I can close the complaint accordingly.
Thank you.
Kind regards,
Tomas
Kazino me je danas obavestio da moj slučaj nije zaboravljen, ali se još uvek obrađuje
U poruci se takođe navodi da je došlo do napretka u istrazi, ali nisu navedeni konkretni detalji.
Ovo je zaista frustrirajuće što kazino ne može da završi svoju internu istragu, i ne znam da li bi već trebalo da kontaktiram sledeću relevantnu stranu.
Casino informed me today that my case has not been forgotten but is still being processed
The message also mentioned that there has been progress in the investigation, but it didn't provide specific details.
This is really frustrating that the casino can't complete its internal investigation, and I don't know if I should already contact the next relevant party.
Da li je kazino u obavezi da završi svoju internu istragu ako uložim žalbu sledećem relevantnom organu?
Ili mogu da prekinu istragu?
Is the casino obligated to complete its internal investigation if I file a complaint with the next relevant authority?
Or can they terminate the investigation?
Dragi AllIn ,
Preporučujem vam da podnesete žalbe na moju gornju preporuku. Obavestite me kada to učinite.
Hvala vam.
Srdačan pozdrav,
Tomas
Dear AllIn,
I recommend you to file complaints upon my recommendation above. Please let me know once you do so.
Thank you.
Kind regards,
Tomas
Dear AllIn,
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.
Kazino me je upravo obavestio da je odeljenje za podršku donelo odluku da prenese preostala sredstva (823,89€) na moj bankovni račun.
Moj nalog ostaje zatvoren zbog kršenja pravila 9.3. Nikada nisam dobio formalno objašnjenje od kazina u vezi sa slučajem i zašto je bilo potrebno 6 meseci za obradu, ali sam zadovoljan ishodom.
Želim da se zahvalim Casino Guruu jer je, zahvaljujući vama, kazino odlučio da ozbiljno shvati moju ličnu žalbu.
Casino just informed me that the support department has made the decision to transfer the remaining funds (823.89€) to my bank account.
My account remains closed due to a violation of rule 9.3. I never received a formal explanation from the casino regarding the case and why it took 6 months to process, but I'm satisfied with the outcome.
I want to thank Casino Guru because, thanks to you, the casino decided to take my personal complaint seriously.
Nakon uspešnog rešavanja problema, žalbu ćemo označiti kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu, AllIn , i ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da kontaktirate naš Centar za rešavanje žalbi. Naš cilj je da vam pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam zahvalni ako biste odvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru. Iskreno razmatranje i sve sugestije koje ćete možda imati za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi veoma cenjeni. Vaše povratne informacije mogu biti od pomoći drugima koji razmišljaju da nas kontaktiraju u vezi bilo kakvih problema vezanih za onlajn kazino. Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Tomas
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, AllIn, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Tomas
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.