Pozdrav Djamil.
Kao što vidite, ovdje sam da vam pomognem.
U vašem slučaju: https://casino.guru/ozwin-casino-player-has-been-asked-to-provide-documents , već smo istražili slučaj i na osnovu svih činjenica zaključili smo ga u vašu korist - kazino je dobio neke crne bodove i oduzeta mu je ocjena. Žao mi je, ali nemamo zakonsku moć kako da prisilimo kazino da vam plati.
Za svaki kazino regulatorni organi moraju povremeno provjeravati identitet igrača. U vašem slučaju niste uspjeli poslati kazinu dokaz o adresi i na osnovu toga vam nisu platili. Ovi propisi su obično sve stroži. Za RTG kazina to je malo drugačije jer većina RTG kazina nema licencu. Tako mogu napraviti neke iznimke kad vide da bi ih trebalo biti. Ali zašto ovaj kazino za vas ne želi napraviti jedan izuzetak, nejasno je.
Potpuno razumijem da bi vam u vašoj zemlji možda bilo teško dobiti engleski dokaz o adresi, ali ne biste trebali kriviti kazino da je njihova krivica. Ista situacija bi se mogla ponoviti i na to biste trebali biti spremni. Moj prijedlog je prevesti neki dokument na kazaški jezik na engleski; gdje je vaša puna adresa. Možda se dogovorite s prevodiocem jer ovaj dokument ne može biti prestar. Tako je, na primjer, telefonski račun ili nešto što dobijate svakog mjeseca savršen i možda se dogovorite s prevodiocem da biste mu platili neku smanjenu naknadu za opetovano prevođenje istog dokumenta. (ali razumijem da bi to moglo biti nemoguće ako ne postoji takav dokument)
Iz komunikacije LCB-a: Pitate ih za ADR u kockarnici, a mislili ste vjerovatno na regulatora. Oni su odgovorili "Curacao", a vi ste pisali MGA (Malta) . Međutim, ovaj kazino posluje bez licence, ali oni imaju sistem za prigovore:
https://www.centraldisputesystem.com/form.asp?casinoID=1198
Još uvijek imate dva načina kako dobiti svoj dobitak.
1. prevedite neke od svojih dokumenata s punom adresom ili napravite spor i istaknite da (i trebate im dati dobar primjer) da je drugi RTG kazino već prihvatio dokumente koje ste prije poslali. Takođe napišite da imate problema s dobivanjem onoga što vas je kazino tražio jer su u vašoj zemlji svi vladini dokumenti bez adrese.
Druga opcija može biti dogovor s kasinom da ćete otići kod javnog bilježnika u vašoj zemlji i dati izjavu na engleskom jeziku da živite na ovoj adresi, pokazati notaru dokaze i dati javnobilježničku izjavu na engleskom da je ovo vaša prava adresa .
Što se tiče kupona:
Kazino ima ovo pravilo:
14. Imajte na umu da će bilo koji bonus bez depozita imati maksimalni iznos od 5x dodijeljenog iznosa bonusa (osim ako nije drugačije naznačeno), npr. 100 $ bonusa - maks. isplata će iznositi 500 USD. Ne mogu se praviti izuzeci ako se pogodi Random Jackpot. Pravilo će se poništiti tek nakon što stanje kupca dosegne ispod 1 USD.
Dobitak koji ste spomenuli je iz besplatne runde. Možda je kazino ovo pravilo primijenio softverski.
Svejedno, za vas važnije pravilo:
25. Igrači iz sljedećih zemalja ne ispunjavaju uslove za bilo kakve bonuse: Albanija, Armenija, Azerbejdžan, Bjelorusija, Bosna i Hercegovina, Brazil, Bugarska, Njemačka, Mađarska, Indonezija, Kazahstan , Kirgistan, Litvanija, Sjeverna Makedonija, Malezija, Mauricijus, Moldavija , Crna Gora, Poljska, Rumunjska, Rusija, Slovačka, Slovenija, Tadžikistan, Tajland, Turska, Turkmenistan, Ukrajina, Ujedinjeno Kraljevstvo, Uzbekistan.
Pa ipak, izgleda da bi, ako žele, mogli biti u mogućnosti otkazati sve vaše bonus dobitke na osnovu ovog pravila.
Hello Djamil.
As you can see, I am here to help you.
In your case: https://casino.guru/ozwin-casino-player-has-been-asked-to-provide-documents, we already investigated the case and based on all the facts, we closed it in your favour - the casino got some black points, and the rating of the casino was deducted. I am sorry, but we have no legal power how to force the casino to pay you.
For each casino, it is a requirement from their regulators to check the players' identity from time to time. In your case, you were unable to send the casino the proof of address, and they did not pay you based on that. These regulations are usually more and more strict. For RTG casinos, it's a bit different because most of the RTG's casinos don't have a license. So they can make some exceptions when they see that there should be some. But why this casino doesn't want to make one exception for you is unclear.
I completely understand that in your country, it might be hard for you to get an English proof of address, but you should not blame the casino that it's their fault. The same situation might happen again, and you should be prepared for it. My suggestion is to translate some document in the Kazakh language to English; where is your full address. Maybe make a deal with the translator because this document cannot be too old. So, for example, a phone bill or something you get every month is perfect and maybe deal with the translator to pay him some reduced fee for translating the same document repeatedly. (but I understand that this might be impossible if there is no such document)
From the LCB communication: You ask them about the casino ADR, and you meant probably the regulator. They answered "Curacao", and you wrote to the MGA (Malta). However, this casino operates without a license, but they have a Complaint Dispute System:
https://www.centraldisputesystem.com/form.asp?casinoID=1198
You have still a two way how to get your winnings.
1. translate some of your documents with full address or make a dispute and point out that (and you need to give them a good example) that another RTG casino already accepted documents that you sent before. Also write that you have troubles getting what the casino asked you for because simple in your country all the government documents are without address.
Another option could be a deal with the casino that you will go to the notary in your country and make a statement in English that you live in this address and show proofs to the notary and make a notarized statement in English that this is your true address.
Regarding a coupon:
The casino has this rule:
14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1.
The winnings you mentioned was from the free round. Maybe the casino applied this rule by software.
An anyway, more important rule for you:
25. Players from the following countries do not qualify for any bonuses: Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Brazil, Bulgaria, Germany, Hungary, Indonesia, Kazakhstan, Kyrgyzstan, Lithuania, North Macedonia, Malaysia, Mauritius, Moldova, Montenegro, Poland, Romania, Russia, Slovakia, Slovenia, Tajikistan, Thailand, Turkey, Turkmenistan, Ukraine, United Kingdom, Uzbekistan.
So still, it looks that if they want, they could be able to cancel all your bonus winnings based on this rule.
Automatski prevedeno:
casinomentor obavještava da ovaj kazino ne prima igrače iz Kazahstana. Kome vjerovati?
U međuvremenu, oko toga nema potrebe brinuti. " 
