Kazina sa niskim indeksom sigurnosti obično imaju mnogo relevantnih pritužbi od igrača ili drugih relevantnih problema. Uopšteno, ne preporučujemo igranje u kazinima sa niskim indeksom sigurnosti.
Poslato:
20/12/2023
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Slučaj je zatvoren : 21/03/2024
Slučaj je zatvoren
Naša presuda
Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 1 meseca
Prevod
The player from Nigeria had deposited 46000 Naira, played, and won up to 52000. However, he had received an email from Drift Casino stating that his account had been blocked, and he couldn't log in or retrieve his funds. The player stated he had no active bonus and his account was verified. Despite the player's insistence that he had not violated any terms, the casino had provided evidence suggesting his wagering was not merely for recreational purposes. After reviewing the evidence, we had concluded that the casino had acted in accordance with its terms and conditions. Therefore, the player's complaint was rejected.
Igrač iz Nigerije je deponovao 46.000 Naira, igrao i osvojio do 52.000. Međutim, dobio je e-poštu od Drift kazina u kojoj se navodi da mu je nalog blokiran i da ne može da se prijavi ili da povrati svoja sredstva. Igrač je izjavio da nema aktivni bonus i njegov nalog je verifikovan. Uprkos igračevom insistiranju da nije prekršio nikakve uslove, kazino je pružio dokaze koji sugerišu da njegovo klađenje nije bilo samo u rekreativne svrhe. Nakon pregleda dokaza, zaključili smo da je kazino postupio u skladu sa svojim uslovima i odredbama. Zbog toga je žalba igrača odbijena.
Imam račun u drift kazinu, igrao sam nekoliko puta, dobijao, gubio i pravio seriju povlačenja. Nakon što sam danas deponovao 46000Naira i osvojio ih na 52000, dobio sam poštu od drifta da je moj nalog blokiran. Nisam mogao da se prijavim i moja sredstva nisu vraćena
I have account with drift Casino, I have been playing severaly, win ,loss and made series of withdrawals. After I deposited 46000Naira today and win it to 52000 , I got mail from drift that my account is blocked. I couldn't log in and my funds was not returned
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. Kada ste otvorili svoj kazino nalog, molim? Možete li da nam kažete da li ste prošli KIC verifikaciju pre nego što ste izgubili pristup svom kazino nalogu?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 800 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Benny1,
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. When did you create your casino account, please? Could you please advise if you passed the KYC verification before you lost access to your casino account?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hvala vam puno na odgovoru, Benni1. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, Benny1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hvala puno, Benni1, na saradnji. Sada ću preneti vašu žalbu kolegi Adamu ( adam.m@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Benny1, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Pošto ovaj slučaj sadrži poverljive informacije koje ne možemo da otkrijemo trećim licima, poslao sam vam detaljan e-mail. Molimo pronađite moju e-poštu u svom dopisničkom polju. Evo svih informacija. Takođe, slobodno mi pošaljite e-poštu u bilo kom trenutku
S poštovanjem,
Drift kazino tim
Dear Adam,
Since this case contains confidential information that we cannot disclose to third parties, I have sent you a detailed email. Please find my email into your correspondents box. Here is all the information. Also, please feel free to email me back at any time
Dobio sam dokaze iz kazina koji sugerišu da vaše klađenje u kazinu nije bilo samo u rekreativne svrhe. Mogu li da vas zamolim da potvrdite iznos i datum vašeg poslednjeg depozita, i možete li mi reći koje ste igre igrali?
Srdačan pozdrav,
Adame
Dear Benny1,
I have received evidence from the casino which suggests that your wagering at the casino was not just for recreational purposes. Can I ask you to please confirm the amount and date of your most recent deposit please, and can you tell me which games you played?
Na kakve uslove klađenja su se sumnjali, kako sam osvojio sve što sam osvojio nakon serije ozbiljnih poraza.
Imajte na umu da je drift kazino blokirao moj nalog i da nemam pristup istoriji bankarstva ili igranja da istaknem sve igre koje sam platio, ali sve mogu da obezbedim sa svojih platformi za depozit.
Drift kazino uvek uklanja 10% mog povlačenja kad god povlačim čak i nakon nekoliko obrta na ruletima uživo, prema njima ruleti uživo ne daju potpune uslove za opkladu i uzimaju %10 ako ipak odlučite da povučete.
Can drift kazino pruža moje ukupne depozite, ukupnu opkladu i ukupno povlačenje da dokaže da grešim.
Zar nemam pravo da povučem novac kada ozbiljno gubim uprkos plaćanju %10 od ukupnog povlačenja?.
Moj poslednji depozit je bio 46000 Naira, kako sam uspeo da osvojim fond do 52000 Naira pre nego što su mi iznenada blokirali nalog ako nisam kladio u realnom vremenu?
Moj poslednji depozit je bio 46000 Naira 20-12-2023 i setio sam se da sam igrao rulet uživo i možda slot ne mogu da se setim u potpunosti, igrao sam samo nekoliko minuta pa sam blizu da se vratim dok su mi blokirali nalog nakon pobede na 52000 Naira.
50000 Naira 20-12-2023 igrao rulete uživo
50000 Naira 20/12/2023 Igrao live rulet i neki slot
Molim vas koliko potvrde depozita želite, ljubazno znajte da nemam pristup istoriji igara.
Takođe imajte na umu da Drift kazino nema astropai povlačenje, tako da sam koristio Neteller za povlačenje i neke depozite.
What kind of wagereing requirements did suspect such, how was I winning all I won after series of serious lost.
Please kindly note drift casino has blocked my account and I don't have access to banking or gaming history to point out all the games I payed, but I can provide all from my deposit platforms.
Drift casino always removes 10% of my withdrawal whenever I'm withdrawing even after several turnover on live roulettes, acording to them live roulettes doesn't give complete wagering requirements and they take %10 if you decide to withdraw anyway.
Can drift casino provides my total deposits, total wager, and total withrawal to prove me wrong.
Don't I have the right to make withdrawal when I'm seriously losing despite paying the %10 of total withrawal?.
My last deposit was 46000 Naira, how was I able to win the fund to 52000 Naira before they suddenly blocked my account if I wasn't wagering real time?
My last deposit was 46000 Naira on 20-12-2023 and I remembered I played live roulette and maybe slot I can't recollect fully, I have only played for few minutes then close to come back while they block my account after winning to 52000 Naira.
50000 Naira 20-12-2023 played live roulettes
50000 Naira 20/12/2023 Played live roulette and some slot
Please how much of deposits confirmation do you want, kindly know that I don't have access to game history.
Also note, Drift casino doesn't have astropay withdrawal, so I have been using Neteller for withdrawal and some deposits as well.
Iako cenim da kazino ima ovo pravilo u vezi sa naknadom od 10% za povlačenje depozita koji nisu ispunili uslove za klađenje, nije predviđeno da dozvoli da se klađenje u potpunosti ignoriše.
Iako verujem da je kazino apsolutno kriv što nije ranije otkrio vaše aktivnosti, dokazi koje je kazino pružio dovoljni su da potkrepe razloge za blokiranje vašeg naloga. Zbog prirode vaših aktivnosti, nisam u mogućnosti da dam detaljnije objašnjenje, ali verujem da je kazino postupio u skladu sa svojim uslovima i odredbama u vezi sa tim.
Shodno tome, ne možemo više ništa učiniti da pomognemo u ovom slučaju, a žalba će sada biti odbijena. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Adame
Dear Benny1,
While I appreciate that the casino has this rule regarding a 10% fee for withdrawals of deposits that have not met the wagering requirements, it is not intended to allow the wagering to be ignored completely.
While I believe the casino is absolutely at fault for not detecting your activities sooner, the evidence provided by the casino is sufficient to support its reasons for blocking your account. Due to the nature of your activities, I am not able to provide a more detailed explanation, but I do believe the casino has acted in accordance with its terms and conditions in this regard.
Consequently, there is nothing further we can do to assist with this case, and the complaint will now be rejected. I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
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