Ne radi se samo o licenci. Ne reaguju na kupce nedeljama. Čekam svoj novac već 3 meseca. I oni namerno čekaju 2 nedelje, a odgovore u poslednjem času na žalbu.
It is not only about license. They are not respondign to customers for weeks. I am waiting my money for 3 month now. And they are intentionally waiting for 2 week, and reply in last hour in complaint.
Razumem šta govorite, i ako vaša žalba ne bude rešena i kazino ne želi da odgovori, dobiće crne poene, što će uticati na njegov rejting. Pa pretpostavljam da ćemo morati da sačekamo i vidimo.
I understand what you are saying, and if your complaint is not resolved and the casino is unwilling to respond, it will receive black points, which will then affect its rating. So I guess we'll have to wait and see.
Pridružio sam se ovoj kompaniji u novembru 2023. i tri puta sam deponovao ukupno 2310 dolara. Kladim se isključivo na sport a ne u kazinu. Kada je stanje na mom računu za klađenje dostiglo 5,657 dolara, kompanija je nametnula ograničenje od 1 dolara, zbog čega sam odlučio da zatražim povlačenje. Tražio sam novac pre nedelju dana i još uvek čekam. Poslao sam mejl menadžeru naloga, a on mi je rekao da pošaljem dokumente za verifikaciju mog naloga. Poslao sam ih i još čekam. Niko ne odgovara na podršku uživo, a ja više ne primam e-poruke. Situacija je neprihvatljiva, i ne znam više gde da se obratim.
I joined this company in November 2023 and have deposited a total of $2310 three times. I exclusively bet on sports and not in the casino. When the balance in my betting account reached $5,657, the company imposed a $1 limit, which is why I decided to request a withdrawal. I requested the money a week ago, and I am still waiting. I sent an email to the account manager, and he told me to send documents for the verification of my account. I sent them, and I am still waiting. No one responds on Live Support, and I no longer receive emails. The situation is unacceptable, and I don't know where to turn anymore.
Zdravo, i hvala vam što ste napisali i podelili svoj slučaj. Nažalost, od samog početka moram da kažem da se Casino Guru ne bavi sportskim klađenjem jer nemamo filijalu ili stručnjake i stoga ne bismo imali uvid da se bavimo sličnim slučajevima.
Ipak, pokušaću da vam pomognem barem tako što ću vam preporučiti nekoliko sajtova koji bi teoretski mogli da vam pomognu i tamo možete da uložite svoju žalbu. Linkove možete pronaći ovde:
https://vvv.bookmakers.bet/submit-a-complaint/
https://vvv.top100bookmakers.com/contact-us/
https://vvv.sportsbookreviev.com/sportsbook-complaint/
Ako odlučite da podnesete žalbu na nekom od ovih sajtova, slobodno nam javite kako ide ili rezultat. Srećno.
Hello, and thank you for writing and sharing your case. Unfortunately, I have to say right from the start that Casino Guru does not deal with sports betting as we do not have the branch or the experts and therefore would not have the insight to deal with similar cases.
However, I will try to help you at least by recommending a couple of sites that could theoretically help you and you can file your complaint there. You can find the links here:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
If you decide to file a complaint on one of these sites, feel free to let us know how it goes or the result. Good luck.
"što se tiče licence, ona je neproverljiva."
Savršeno je proverljivo:
https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
To je suspendovano.
"as far as the license is concerned it is unverifiable. "
It is perfectly verifiable:
https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
It is suspended.
Zdravo Jaro,
Samo iz radoznalosti, ako se igrač bavi uglavnom sportskim klađenjem i nakon toga nekoliko kazino igara, da li Casino Guru onda uzima u obzir žalbu?
Jer na taj način bi se tu teoretski uvek mogla adresirati žalba što je delimično dobra stvar, ali sa druge strane zaobilaznica.
🤔
Hi Jaro,
Just out of curiosity, if a player is doing mainly sports betting and afterwards a few casino games, does Casino Guru then take the complaint into consideration?
Because that way complaint could theoretically always be adressed here which is partially a good thing but on the other hand a bypass.
🤔
Moj savet, prosledite ga Gaming Curacao, njihovom bivšem davaocu licence.
Oni moraju prihvatiti žalbe koje su se desile u vreme kada je licenca bila važeća od kazina. Međutim, može proći još nekoliko nedelja da dobijete odgovor, naravno.
My advise, forward it to Gaming Curacao their former licensor.
They must accepts complaints happened during the time the license was valid from the casino. However, it can take another few weeks to get a reply of course.
Zdravo Jaro,
Samo iz radoznalosti, ako se igrač bavi uglavnom sportskim klađenjem i nakon toga nekoliko kazino igara, da li Casino Guru onda uzima u obzir žalbu?
Jer na taj način bi se tu teoretski uvek mogla adresirati žalba što je delimično dobra stvar, ali sa druge strane zaobilaznica.
🤔
Hi Jaro,
Just out of curiosity, if a player is doing mainly sports betting and afterwards a few casino games, does Casino Guru then take the complaint into consideration?
Because that way complaint could theoretically always be adressed here which is partially a good thing but on the other hand a bypass.
🤔
Zdravo.
Ako mogu da imam gde da odgovorim, rekao bih da zavisi od prirode problema. Uveren sam da se sećam nekoliko pritužbi u kojima su igrači imali problema da prođu KIC, a bonusi nisu uzeti. Vidite, prva potencijalna komplikacija dok se sportsko klađenje uključi dolazi tokom igranja ili provere istorije klađenja; drugi su bonusi povezani sa sportskim klađenjem.
Verujem da su članovi tima za žalbe uvek voljni da pomognu, ali naša sposobnost da razlikujemo da li je sportsko klađenje bitno ili ne može biti prilično ograničavajuće.
Rekao bih da je bolje isprobati, iskreno opisujući ceo kontekst, jer ako postoji način, mogu sigurno reći da niko iz tima ne voli da zatvori žalbu bez poštenog pokušaja.
Hi there.
If I may have a place to answer, I would say it depends on the nature of the issue. I'm convinced I recall a few complaints where players faced trouble passing the KYC and no bonuses were taken. You see, the first potential complication while sports betting gets involved comes during the gameplay or the betting history check; the second one is bonuses associated with sports betting.
I believe the complaint team members are always willing to help, but our ability to distinguish whether sports betting matters or not might be pretty limiting.
I'd say it is better to try it out, describing the whole context honestly, because if there is a way, I can say for sure no one from the team likes to close a complaint without a fair try.
Moj savet, prosledite ga Gaming Curacao, njihovom bivšem davaocu licence.
Oni moraju prihvatiti žalbe koje su se desile u vreme kada je licenca bila važeća od kazina. Međutim, može proći još nekoliko nedelja da dobijete odgovor, naravno.
My advise, forward it to Gaming Curacao their former licensor.
They must accepts complaints happened during the time the license was valid from the casino. However, it can take another few weeks to get a reply of course.
To što kažete u vezi prihvatanja pritužbi zvuči razumno, samo želim da pitam da li ste to možda negde zvanično pročitali?
Nisam, ali izgledaš dobro obavešten, pa sam samo radoznao.
Hvala!
What you say regarding the acceptance of the complaints sounds reasonable, I only wish to ask whether you read that somewhere official, perhaps?
I did not myself, but you seem well-informed, so I'm just being curious.
Thanks!
Razgovarao sam sa nekim pravnim savetnicima o mom problemu sa ovim kazinom i oni su mi predložili da uradim ono što sam spomenuo u svom prethodnom postu.
Pošto je Curacao deo Holandije, to bi značilo da ako na kraju odem na sud, to će biti u Holandiji po holandskom zakonu, a pošto je ovaj kazino bio/je licenciran kod davaoca licence tokom vremena kada su se pojavili neki od naših problema, davalac licence trebalo bi da uzme u obzir slučajeve.
Ovo je takođe potrebno jer su davaoci licenci sa sedištem u Curacao-u odgovorni za ponašanje svojih podlicenci (neke sudske presude u Curacao potvrđuju ovo zahvaljujući SBGOK-u koji je pokrenuo ove slučajeve)
Ako je presuda u korist igrača, očekuje se da će se kazino povinovati, ako ne, to će biti veoma lak pravni slučaj za sudiju 😉.
Naravno, to je teoretski način na koji bi trebalo da ide, ali možda ću doživeti stvarnu situaciju u zavisnosti od moje žalbe na čekanju.
Takođe vredi pomenuti (što je još jedna diskusija), dve advokatske firme trenutno podnose sudske sporove protiv nekoliko malteških kazina zbog ilegalnog poslovanja u Holandiji pre nego što je u ovoj zemlji postavljena regulativa za kockarske aktivnosti. Dok su kazina sa sedištem na Malte suspendovala svoj rad ovde, kazina sa sedištem u Kurasau nastavljaju da promovišu i reklamiraju na holandskom tržištu kao da su validni da rade ovde, što je šteta za mene.
I spoke with some legal counselors about my issue with this casino and they suggested me to do what I mentioned in my previous post.
As Curacao is part of The Netherlands this would mean that if eventually I end up going to court this would be in The Netherlands with Dutch law, and as this casino was/is licensed with a licensor during the time some of our problems occurred the licensor is supposed to take the cases into consideration.
This is also required as Curacao based licensors are responsible for the behavior of their sub licensees (some court rulings in Curacao confirm this thanks to the SBGOK who started these cases)
If the ruling is in favor of the player the casino is expected to comply, if not it will be a very easy legal case for a judge 😉.
Of course this is theoretically the way it should go, but I might experience the real situation depending on my pending complaint.
Also worth the mention (which is another discussion), two law firms are currently filing court cases against several Maltese casinos for operating illegally in the Netherlands before regulation was set in this country for gambling activities. While Maltese based casinos suspended their operation here Curacao based casinos keep promoting and advertising in the Dutch market as if they are valid to operate here which is a shame I believe.
Vidim da su odgovorili taman na vreme pre nego što su ugasili žalbu što bi za njih rezultiralo negativnom ocenom
Ne mogu da verujem da ovaj kazino ovako funkcioniše jer ovo potvrđuje da su lopovi. U mom slučaju, kazino je samo lagao o spornom iznosu i Casino Guru je hteo da odbije moju žalbu dok ne pružim jasan dokaz da je bilans koji Heibets pominje netačan.
@Jaro, @Radka
U pravu ste, kazino reaguje ovde da bi održao svoj rezultat, ali po kojoj ceni ako manipulišu bilansima i odgovaraju samo na pitanja koja odgovaraju njihovoj strani?
I see that they responded just on time before getting the complaint shut down which would result in negative score for them
Can't believe that this casino operates like this as this confirms they are rogue. In my case the casino just lied about the disputed amount and Casino Guru was going to reject my complaint until I provided clear evidence that the balance Heybets mention is incorrect.
@Jaro, @Radka
You guys are right the casino is responding here to maintain its score, but at what price if they manipulate balances and only answer questions that suits their side?
Razgovarao sam sa nekim pravnim savetnicima o mom problemu sa ovim kazinom i oni su mi predložili da uradim ono što sam spomenuo u svom prethodnom postu.
Pošto je Curacao deo Holandije, to bi značilo da ako na kraju odem na sud, to će biti u Holandiji po holandskom zakonu, a pošto je ovaj kazino bio/je licenciran kod davaoca licence tokom vremena kada su se pojavili neki od naših problema, davalac licence trebalo bi da uzme u obzir slučajeve.
Ovo je takođe potrebno jer su davaoci licenci sa sedištem u Curacao-u odgovorni za ponašanje svojih podlicenci (neke sudske presude u Curacao potvrđuju ovo zahvaljujući SBGOK-u koji je pokrenuo ove slučajeve)
Ako je presuda u korist igrača, očekuje se da će se kazino povinovati, ako ne, to će biti veoma lak pravni slučaj za sudiju 😉.
Naravno, to je teoretski način na koji bi trebalo da ide, ali možda ću doživeti stvarnu situaciju u zavisnosti od moje žalbe na čekanju.
Takođe vredi pomenuti (što je još jedna diskusija), dve advokatske firme trenutno podnose sudske sporove protiv nekoliko malteških kazina zbog ilegalnog poslovanja u Holandiji pre nego što je u ovoj zemlji postavljena regulativa za kockarske aktivnosti. Dok su kazina sa sedištem na Malte suspendovala svoj rad ovde, kazina sa sedištem u Kurasau nastavljaju da promovišu i reklamiraju na holandskom tržištu kao da su validni da rade ovde, što je šteta za mene.
I spoke with some legal counselors about my issue with this casino and they suggested me to do what I mentioned in my previous post.
As Curacao is part of The Netherlands this would mean that if eventually I end up going to court this would be in The Netherlands with Dutch law, and as this casino was/is licensed with a licensor during the time some of our problems occurred the licensor is supposed to take the cases into consideration.
This is also required as Curacao based licensors are responsible for the behavior of their sub licensees (some court rulings in Curacao confirm this thanks to the SBGOK who started these cases)
If the ruling is in favor of the player the casino is expected to comply, if not it will be a very easy legal case for a judge 😉.
Of course this is theoretically the way it should go, but I might experience the real situation depending on my pending complaint.
Also worth the mention (which is another discussion), two law firms are currently filing court cases against several Maltese casinos for operating illegally in the Netherlands before regulation was set in this country for gambling activities. While Maltese based casinos suspended their operation here Curacao based casinos keep promoting and advertising in the Dutch market as if they are valid to operate here which is a shame I believe.
Dakle, vi ste u ovom slučaju bolje informisani od nas. Mislim da ljudi koji se bave takvim slučajevima znaju dovoljno o tome, pa ako ste to dobili od pravnih savetnika onda bi to moglo izgledati obećavajuće, a možda postoji bar neka šansa za rešenje.
Zato hvala na informacijama koje ste dali i svakako ako imate još nešto novo, ne ustručavajte se da nas obavestite jer sam prilično zainteresovan. 🙂
So you are better informed in this case than we are. I think people who deal with such cases know enough about it, so if you got it from legal counselors then it might look promising, and at least some chance for a solution might be there.
So thanks for the information you have provided and certainly if you have anything else new, don't hesitate to let us know because I am quite interested. 🙂
Vidim da su odgovorili taman na vreme pre nego što su ugasili žalbu što bi za njih rezultiralo negativnom ocenom
Ne mogu da verujem da ovaj kazino ovako funkcioniše jer ovo potvrđuje da su lopovi. U mom slučaju, kazino je samo lagao o spornom iznosu i Casino Guru je hteo da odbije moju žalbu dok ne pružim jasan dokaz da je bilans koji Heibets pominje netačan.
@Jaro, @Radka
U pravu ste, kazino reaguje ovde da bi održao svoj rezultat, ali po kojoj ceni ako manipulišu bilansima i odgovaraju samo na pitanja koja odgovaraju njihovoj strani?
I see that they responded just on time before getting the complaint shut down which would result in negative score for them
Can't believe that this casino operates like this as this confirms they are rogue. In my case the casino just lied about the disputed amount and Casino Guru was going to reject my complaint until I provided clear evidence that the balance Heybets mention is incorrect.
@Jaro, @Radka
You guys are right the casino is responding here to maintain its score, but at what price if they manipulate balances and only answer questions that suits their side?
Svaki slučaj je na proceni naših stručnjaka. Radka i ja smo admini na forumu pa prenosimo uglavnom ono što naš tim pronađe.
U vašem slučaju je bilo važno da se pruži dokaz o spornom iznosu jer je to bilo neophodno. Ako se otkrije da kazino manipuliše bilansom, onda će imati takvu oznaku i možda će se neki slučajevi u budućnosti posmatrati i na taj način.
Međutim, što se indeksa bezbednosti tiče, to je svež kazino i ako ima nerešenih pritužbi, onda će mu se indeks bezbednosti promeniti. Pa sačekajmo rezultat i onda ćemo biti mudriji, jer ne želim da preduhitrim.
Each case is up to the judgement of our experts. Radka and I are admins on the forum so we reproduce mostly what our team finds.
In your case it was important to provide proof of the disputed amount because it was necessary. If the casino is found to be manipulating the balance, then it will have a label like that and maybe some cases in the future will be looked at that way as well.
However, as far as the safety index is concerned, it is a fresh casino and if it has unresolved complaints, then its safety index will change. So let's wait for the result and then we will be wiser, because I don't want to get ahead of myself.
Da, i ja to vidim. Izgleda da je kazino verovatno bio u fazi kada je ponovo dobijao licencu i zato je bio nevidljiv pre nekoliko nedelja, ili je kazino nije imao. 🤔
Yes, I see it too. It looks like the casino was probably at the stage where it was getting its license again and that's why it was invisible a few weeks ago, or the casino didn't have it. 🤔
Da li ste već kontaktirali Gaming Curacao njihovog davaoca licence?
Oni su regulator kazina i odgovorni su za ponašanje Heibetsa.
Did you already contact Gaming Curacao their licensor?
They are the regulator of the casino and responsible for the behavior of Heybets.
Pratim trenutno aktuelne žalbe i neverovatno je kako se ovaj kazino ponaša. Oni čekaju do poslednjeg trenutka (nakon što se tajmer produži za poslednjih 7 dana) da odgovore na vreme kako bi sprečili da žalba bude zatvorena kao nerešena, što će im definitivno naštetiti.
Nadam se da će slučajevi biti rešeni, ali sumnjam u to jer je novac u igri veliki i nije u interesu kazina (kao moj slučaj gde su počeli da lažu).
I am following the current ongoing complaints, and it is unbelievable how this casino behaves. They wait until the last moment (after the timer gets extended with a final 7 days) to respond just in time to prevent the complaint being closed as unresolved which will definitely harm them.
Hope the cases will get resolved but I highly doubt it since the money at stake is high and not in the interest of the casino (like my case where they started to lie).
Pa, kakvo zapažanje. Hvala na savetu.
Pogledaću to čim nađem slobodnog vremena, samo da budem u toku sa stazom.
Za sada želim da vam poželim sjajnu i srećnu Novu godinu! ✨🐱🏍🙌
(Nisam sasvim siguran kada ću se vratiti na forum.)
Well, what an observation. Thanks for the tip.
I'll look into it as soon as I find some spare time, just to keep up with the track.
For now, I want to wish you a great and happy New Year! ✨🐱🏍🙌
(Not entirely sure when I'll be back on the forum.)
Da, to je neverovatno. Čekaju 2 nedelje i odgovaraju u poslednjem času. Molim vas pogledajte moju žalbu, oni sada tvrde da im nisam poslao nikakve dokumente.
Yes, That is unbelievable. They wait for 2 weeks and reply at the last hour. Look at my complaint please, they now claiming that i have not sent them any documents.
Moj savet je da prestanete da gubite vreme na kazino. Pošaljite im zvaničnu žalbu i dajte im nedelju ili dve da odgovore. Ako ovo ne eskaliraju na Gaming Curacao, oni mogu da sankcionišu kazino i imaju više opcija da pomognu nego Casino Guru.
Način na koji Heibets ovde funkcioniše je daleko od fer i na kraju će početi sa lažima u nadi da će zatvoriti slučaj žalbe kao rešen ili odbijen kako bi njihov rezultat ostao visok.
Takođe je veoma čudno zašto se predstavnik kazina uopšte ne javlja na ovu temu da bi „podelio" svoju stranu priče.
Takođe postoje još dve žalbe na čekanju i pitam se kako će se one završiti, ali očekujem da nije dobro s obzirom na reputaciju Heibetsa od leta do sada.
My advice is to stop wasting any more time to the casino. Send them a formal complaint and give them a week or two to respond. If not escalate this to Gaming Curacao, they can sanction the casino and have more options to help then Casino Guru.
The way Heybets operate here is far from fair and eventually they will start with lies hoping to shutdown the complaint case as resolved or rejected so their score can remain high.
It is also very weird why the casino rep does not respond on this topic at all to "share" their side of the story..
There are also two other complaints pending and I wonder how those will end but expect not good given Heybets reputation between summer and now.
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.