Ozbiljan incident se dogodio na mom igračkom nalogu u kazinu Del Oro 1. aprila 2025. godine i molim vas za pomoć u rešavanju ovog problema.
Tog dana, između 19:27:42 i 19:33:29, došlo je do neovlašćenog pristupa mom kazino nalogu. U ovom kratkom vremenskom okviru, dogodile su se sumnjive aktivnosti u igri, što je dovelo do potpunog gubitka mog duga od 9.174,59 američkih dolara.
Okolnosti snažno ukazuju na to da je ovo možda bio posao iznutra. Evo zašto:
Igranje se odvijalo u potpuno istoj igri koju obično igram, ali ono što je odmah upalo u oko je to što je bilo u američkim dolarima, dok ja uvek igram u evrima.
Kada sam pokušao da se prijavim, moja lozinka više nije radila. Zatim sam probao opciju „zaboravljena lozinka" i otkrio da je dvofaktorska autentifikacija (2FA) za moj nalog onemogućena bez mog znanja ili odobrenja.
Odmah sam kontaktirao tim za podršku kazina i zatražio IP logove za pokušaje prijavljivanja i sesiju igranja, kako bih razumeo gde i kako je došlo do proboja. Međutim, do danas su odbili da podele bilo koju od ovih informacija.
Proverio sam bezbednosne logove za moju imejl adresu, koja je zaštićena dvofaktorskom autentifikacijom i bila bi potrebna za pristup mojoj imejl adresi. U tom trenutku nije bilo uspešnih prijava na moj imejl nalog, što dodatno potkrepljuje tvrdnju da do kršenja nije došlo sa moje strane, već verovatno iz sistema kazina.
Pored tehničkih problema, iskustvo sa korisničkom službom je bilo izuzetno razočaravajuće. Kontaktirao sam ga više puta, uključujući i Davida, koji bi trebalo da bude moj VIP menadžer. Njegovi odgovori su bili odbojni, nejasni, a ponekad sam imao osećaj kao da čak ni ne razume engleski kako treba. Nije bilo hitnosti, praćenja, niti apsolutno nikakve odgovornosti sa njihove strane.
S obzirom na iznos koji je u pitanju, sumnjivu prirodu pristupa, činjenicu da je moj nalog bio manipulisan (2FA onemogućen, lozinka promenjena) i nedostatak transparentnosti od strane kazina (odbijanje da pruži IP adresu ili podatke za prijavu), smatram da sam iscrpeo sve razumne opcije putem njihovih internih kanala podrške.
U ovom trenutku, tražim podršku od CasinoGuru-a u daljem istraživanju ovog incidenta i pomoći mi da dobijem pravdu i nadoknadu koju zaslužujem. Dokazi ukazuju na ozbiljno kršenje bezbednosti i poverenja kupaca i verujem da ova situacija zaslužuje punu pažnju.
A serious incident occurred on my player account at Del Oro Casino on April 1, 2025, and I request your assistance in resolving this matter.
Between 19:27:42 and 19:33:29 on that day, unauthorized access was made to my casino account. Within this narrow time window, suspicious gameplay activity took place, leading to the complete loss of my balance of $9,174.59 USD.
The circumstances strongly suggest that this may have been an inside job. Here's why:
The gameplay occurred on the exact same game I normally play, but what stood out immediately was that it was done in USD, whereas I always play in EUR.
When I attempted to log in, my password no longer worked. I then tried the "forgot password" option, and discovered that the Two-Factor Authentication (2FA) for my account had been disabled without my knowledge or approval.
I promptly contacted the casino's support team and requested the IP logs for both the login attempts and the gameplay session, in an effort to understand where and how the breach occurred. However, till date they refused to share any of this information.
I checked the security logs for my email address, which is protected by 2FA and would be required to access my email address. There were no successful logins into my email account at that time, further supporting the claim that the breach did not come from my end, but likely from within the casino system.
In addition to the technical issues, the customer service experience was extremely disappointing. I reached out multiple times, including to David, who is supposed to be my VIP manager. His responses were dismissive, vague, and at times, I felt as though he did not even understand English properly. There was no urgency, no follow-up, and absolutely no accountability shown from their side.
Given the amount involved, the suspicious nature of the access, the fact that my account was tampered with (2FA disabled, password changed), and the lack of transparency from the casino (refusing to provide IP or login data), I feel I have exhausted all reasonable options through their internal support channels.
At this point, I am requesting CasinoGuru support in investigating this incident further and helping me obtain the justice and reimbursement I deserve. The evidence points to a serious breach of security and customer trust, and I believe this situation warrants full attention.
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