Igrač iz Švedske zatražio je blokiranje naloga na nedelju dana. Nažalost, upit je ignorisan. Slučaj je uspešno rešen.
Pozdrav Casino guru i hvala vam na pomoći igračima!
Imam dva problema sa Foggystar kazinom. Prvi je odloženo plaćanje i neodgovarajuća podrška, drugi ignorira zamrzavanje mog računa. Radi se o kašnjenju plaćanja.
Prije 1,5 sedmice sam podnio zahtjev za dva povlačenja na Eezewallet. Prvi je bio 300 eura, a drugi 400 eura. Prvu uplatu sam primio prilično brzo (2 dana), ali drugu nisam dobio. Počeo sam da im šaljem mejlove pitajući šta se dešava, a oni su tvrdili da imaju problema sa Eezewalletom. Imajte na umu, oni obično odgovaraju jednom e-mailom dnevno, tako da je vrlo sporo i frustrirajuće komunicirati s njima. Pitao sam da li mogu prebaciti novac klasičnim bankovnim transferom, ali od tada mi nisu odgovorili. Bojim se da nikad neću vidjeti tih 400€. 😕
Imam sačuvan razgovor putem pošte. Zadnji odgovor je bio prije 4 dana.
Hvala ti!
Hello Casino guru and thank you for helping players!
I have two issues with Foggystar casino. The first one is a delayed payment and unresponsive support, the other one is ignoring freezing my account. This is about the delayed payment.
I made a request 1,5 weeks ago about two withdrawls to Eezewallet. The first was €300 and the second €400. I recieved the first payment rather quickly (2 days) but I havent recieved the second one. I started to send them mails asking what was going on and they claimed they had problems with Eezewallet. Mind you, they usually responds with one emaik / day so its very slow and frustrating to communicate with them. I asked if they could transfer the money with classic bank transfer but they havent responded since then. I fear I will never see those €400. 😕
I have a mail conversation saved. Last reply was 4 days ago.
Thank you!
Dodatni komentari igrača:
"Zdravo Casino Guru
25. avgusta sam osvojio ukupno 700€. Budući da i sam znam da vjerovatno igram sa pobjedničkim novcem (kojemu se kazino vjerovatno nada), zamolio sam dan poslije (26. avgusta) da zamrznem svoj račun dok se uplata ne obradi. Došao sam u kontakt sa "Robertom" i on je rekao da ne može zatvoriti jer ne zna tačno kada je izvršeno plaćanje. Zatim sam tražio da zatvorim svoj račun na jednu sedmicu, do 2. septembra i on je pristao na to. I dalje sam ga zamolio da mi ne dozvoli da ga otvaram do 2. septembra, a on je rekao da će mi staviti napomenu o tome.
27. augusta nehajno sam pregledavao i vidio neke oglase od Foggystara. Pokušao sam da se prijavim, prilično siguran da nisam mogao jer mi je nalog zatvoren, ali hej, kockar mora da pokuša. Došao sam i otkrio da moj račun nije zatvoren. Pokušao sam da ih kontaktiram, ali oni nikad ne odgovaraju tokom vikenda bez razgovora (ovo je bila subota). Ostavio sam ga tamo, ali sam znao da moj račun nije zatvoren pa sam se ponovo prijavio nakon nekoliko sati i ukupno potrošio oko 300 € na kazinu tokom vikenda. Bio sam frustriran i tužan jer sam ih jasno zamolio da ga zatvore, ali nisu.
Kontaktirao sam ih u ponedjeljak u vezi povrata novca i pokrenut je dug proces slanja e-pošte. Na kraju su se "zažalili" zbog mog gubitka. Ponudio mi je 100% bonus na depozit da to pokrijem, a kada sam postao još više frustriran zbog toga, rekli su da je to moja vlastita odgovornost i da mi neće vratiti novac.
Nažalost... nemam originalni razgovor sa Robertom jer moram ručno da preuzmem dnevnike razgovora, što nisam uradio jer sam bio siguran da to neće biti problem. Međutim, imam razgovore putem pošte sa menadžerom.
Molim vas pomozite mi CG. 😕
/Tobias"
Additional comments from the player:
"Hello Casino Guru
The 25th August i won totally €700. Because I know myself that I likely play with the winning money (which the casino probably hope for) I asked the day after (26 augusy) to freeze my account until the payment have been processed. I came into contact with "Robert" and he said he couldnt close it because he didnt knew exactly when they payment was proceeded. I then asked to close my account for one week, until the 2nd september and he agreed to this. And further I asked him to not let me open it again until the 2nd september, and he said he would put a note on my account about that.
On the 27th august I was casually browsing and saw some ads from Foggystar. I tried to log in, pretty sure I wasnt able because my account was closed but hey, a gambler have to try. I came in and discovered my account wasnt closed. I tried to contact them but they never responds during the weekends with no chat either (this was a saturday). I left it there, but I was well aware my account wasnt closed so I logged in again after some hours and totally spend about €300 on the casino during the weekend. I was frustrated and sad because I clearly asked them to close it but they didnt.
I contacted them on monday about refunding my money and a long email process was initiated. In the end, they "felt sorry" about my loss. Offered me a 100% deposit bonus to cover it up, and when I got more frustrated about that, they said It was my own responsibility and wouldnt refund me.
Sadly... I dont have the orginal chat conversation with Robert because I need to manually download the chat logs which I didnt do because I was certain it wouldnt be a problem. However, I have the mail conversations with the manager.
Please help me CG. 😕
/Tobias"
Dragi Oldfog,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem. Prije nego što kontaktiramo kazino i pitamo za njihovo stajalište, možete li proslijediti mejlove ili snimke ekrana koji pokazuju da ste poslali zahtjev za slobodno vrijeme? Moja adresa e-pošte je petronela.k@casino.guru . Da li ste u tom zahtjevu naveli razlog zašto želite da blokirate svoj račun?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unaprijed na odgovoru.
Srdačan pozdrav,
Petronela
Dear Oldfog,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for time off? My email address is petronela.k@casino.guru. Did you specify in that request the reason why you wish to block your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hvala vam puno, Oldfog, na prosleđenom transkriptu ćaskanja uživo. Da li sam dobro razumeo da je kazino priznao svoju grešku i obradio vaš povraćaj?
Thank you very much, Oldfog, for the forward live chat transcript. Do I understand correctly that the casino admitted their mistake and processed your refund?
Da, priznali su svoju grešku, ali mi NISU vratili novac! Ovo je red kako se to dogodilo.
1: Četvrtak 25. osvojio sam 700 evra
2: Petak 26. Želeo sam da mi račun bude zamrznut na 1 nedelju jer nisam želeo da trošim više novca na kazino dok se moje povlačenje ne nastavi. Robert je ovo potvrdio.
3: Subota 27. Pokušao sam da se prijavim. Kontaktirao sam podršku da ponovo zatražim zamrzavanje naloga, ali podrška ne radi vikendom.
4: Izgubio sam 300 evra tokom 27. i 28. Ne bih ga izgubio da su mi zatvorili nalog kako sam želeo.
5. Platili su mi 700 evra pre nekoliko dana.
6. Želim refundiranje 300 € koje sam izgubio tokom vikenda kada je moj račun bio otvoren.
Yes, they admitted their mistake but did NOT refund me! This is the order how it happened.
1: Thursday 25'th i won €700
2: Friday the 26'th I wanted my account to be freezed for 1 week because I didnt want to spend more money on the casino until my withdrawl was proceeded. Robert confirmed this.
3: Saturday the 27th I tried to login. I contacted support to again ask to freeze my account, but support dont work in weekends.
4: I lost €300 during the 27th and the 28th. I would not have lost it if they have closed my account as I wanted.
5. They paid me the €700 some days ago.
6. I want a refund of the €300 I lost during the weekend when my account was open.
Da, to je tačno. Nije to bio jedan depozit već nekoliko manjih depozita tokom vikenda koji ukupno iznose do 300€. Novac koji ne bih mogao da uplatim ako je moj račun trebalo da bude zatvoren. Pored toga, želeo sam da postavim i ograničenje depozita, ali oni to nisu mogli da urade, okrivljujući tehničke probleme i nejasnoće, uprkos tome što na njihovoj početnoj stranici možete postaviti limite depozita.
Yes, that is correct. It was not one deposit but several smaller deposits during the weekend that totals up to €300. Money I should not have been able to deposit if my account should have been closed. Additionally, I wanted to put a deposit limit aswell, but they were unable to do it, blaming on technical problems and being vague about, despite its on their homepage that you can set deposit limits.
Hvala vam puno, Oldfog, na pružanju svih potrebnih informacija. Sada ću preneti vašu žalbu kolegi Jozefu ( KSKSKSKSKS0@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, Oldfog, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo Oldfog,
Apsolutno cenim što ste podelili svoja iskustva sa Casino Guru timom. Sada ćemo pokušati da stupimo u kontakt sa kazinom.
Hello Oldfog,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Zdravo,
Nadamo se da će vas ova poruka dobro naći.
25. avgusta, igrač nas je zamolio da blokiramo njegov nalog pre nego što mu izvršimo uplatu. Pristali smo na ovaj uslov i ispunili ga. 26. avgusta ujutru smo mu izvršili uplatu i deblokirali smo mu nalog, pošto je igrač tražio da ga blokiramo do uplate. Uplata je izvršena - pa smo je deblokirali.
Nismo odgovorni za to što je igrač izgubio novac. Primili smo njegov zahtev da blokiramo njegov nalog pre uplate, što smo i uradili. Nismo dobili nikakve druge zahteve i nismo odgovorni za njegov gubitak. Neophodno je napomenuti da je sav novac koji je igrač osvojio uspešno povučen.
Deblokirali smo nalog igrača i obavestili ga o tome. Zbog toga je dobio promo, što se pominje u poruci igrača. Ispunili smo svoje obaveze, deblokirali njegov nalog i poslali mu promo. Takođe, nakon što smo podigli sav novac igrača, ponudili smo mu da nastavi da igra.
Nadamo se da će ovo razjasniti situaciju.
S poštovanjem, FoggiStar
Hello,
We hope this message finds you well.
On August 25, the player asked us to block his account before making the payment to him. We agreed to this requirement and fulfilled it. On August 26th in the morning we made a payment to him and we unblocked his account, as the player asked us to block him until making the payment. The payment was made - so we unblocked it.
We are not responsible for the fact that the player lost money. We received his request to block his account before making the payment, which we did. We have not received any other requests and are not responsible for his loss. It is necessary to note that all the money that the player won was successfully withdrawn.
We have unblocked the player's account and notified him about it. Therefore, he received the promo, which is mentioned in the player's message. We fulfilled our obligations, unblocked his account, and sent him a promo. Also, after we had withdrawn all the player's money, we offered him to continue playing.
We hope this clarifies the situation.
Sincerely, FoggyStar
25. avgusta, igrač nas je zamolio da blokiramo njegov nalog pre nego što mu izvršimo uplatu. Pristali smo na ovaj uslov i ispunili ga. 26. avgusta ujutru smo mu izvršili uplatu i deblokirali smo mu nalog, pošto je igrač tražio da ga blokiramo do uplate. Uplata je izvršena - pa smo je deblokirali.
Bila su to DVA povlačenja. Tražio sam da se račun zatvori dok se moje povlačenje[ S ] ne završi. Samo jedan od njih je obrađen. DALjE - kasnije u diskusiji rekao sam Robertu da zatvori moj nalog na nedelju dana, Robert je to potvrdio kao što je navedeno u logovima koje šaljem Casino Guruu. Ovo je poslednji zahtev, tako da bi drugi zahtev trebalo da učini zastarelim. Razlog za to je bio zato što se vikend bližio, a znam da ne obrađujete novac tokom vikenda i nisam želeo da upadnem u zamku da igram tokom vikenda bez šanse da kontaktiram podršku da zatvorim svoj račun - upravo zato sam to uradio PRE vikenda.
Nismo odgovorni za to što je igrač izgubio novac. Primili smo njegov zahtev da blokiramo njegov nalog pre uplate, što smo i uradili. Nismo dobili nikakve druge zahteve i nismo odgovorni za njegov gubitak. Neophodno je napomenuti da je sav novac koji je igrač osvojio uspešno povučen.
Ne, niste odgovorni što sam izgubio novac. Izgubio sam mnogo novca, ali znam kada je moja greška, a kada nije. Međutim, vaša je odgovornost da zatvorite moj nalog kada to zatražim. Opet sam rekao Robertu da ga zatvori na nedelju dana, on je potvrdio da će to biti slučaj, dodao sam "I ne dozvoli mi da ga ponovo otvorim za to vreme" što je on potvrdio rekavši: "Stavit ću belešku na vaš račun o tome".
Da li ima smisla da se moj nalog ponovo otvori nekoliko sati kasnije? NE, nije.
On August 25, the player asked us to block his account before making the payment to him. We agreed to this requirement and fulfilled it. On August 26th in the morning we made a payment to him and we unblocked his account, as the player asked us to block him until making the payment. The payment was made - so we unblocked it.
It was TWO withdrawls. I asked to get the account closed until my withdrawl[S] have been completed. Only one of them was processed. FURTHER - later in the discussion I told Robert to close my account for a week, Robert have confirmed this as stated in the logs I send to Casino Guru. This was the latest request made, so it should make the other request obsolete. The reason for this was because the weekend was getting closer, and I know you don't process money during the weekend and I didn't want to fall into the trap to play during the weekend with no chance to contact the support to close my account - it is exactly why I did it BEFORE the weekend.
We are not responsible for the fact that the player lost money. We received his request to block his account before making the payment, which we did. We have not received any other requests and are not responsible for his loss. It is necessary to note that all the money that the player won was successfully withdrawn.
No, you are not responsible for me losing money. I have lost alot of money but I know when the fault is mine and when it isn't. However, it is YOUR responsibility to close my account when I request to do it. Again, I told Robert to close it for one week, he confirmed that would be the case, I added "And don't let me be able to open it again during that time" which he confirmed by saying "I will put a note on your account about that".
Does it make sense that my account gets reopened a few hours later? NO it doesn't.
Dragi Foggi Star Casino timu,
Hvala vam puno na saradnji. Mogu li vas ljubazno zamoliti da mi dostavite transkript ćaskanja koji je igrač imao sa vašim timom za podršku kada je zatražio da mu se nalog blokira?
Dear Foggy Star Casino team,
thank you very much for your cooperation. May I kindly ask you to provide me with the chat transcript the player had with your support team when he requested his account to be blocked?
Zdravo,
Nadamo se da će vas ova poruka dobro naći.
Dragi Oldfog , naš tim vas je kontaktirao putem e-pošte da reši ovaj problem nekoliko puta prošle nedelje, ali nismo dobili odgovor od vas. Ponovo smo vam poslali naš predlog i čekaćemo vaš odgovor.
S poštovanjem,
FoggiStar
Hello,
We hope this message finds you well.
Dear Oldfog, our team contacted you via email to resolve this issue several times last week, but haven’t received a response from you. We have sent you our proposal again and will be waiting for your response.
Sincerely,
FoggyStar
Zdravo svima,
Uspešno smo ispunili naš dogovor sa Oldfogom i povukli mu ugovoreni iznos i molimo vas da zatvorite slučaj.
Pozdravi,
FoggiStar
Hi all,
We successfully fulfilled our agreement with Oldfog and withdrew the agreed amount to him and ask you to close the case.
Regards,
FoggyStar
Dragi Oldfog,
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 Oldfog,
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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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.