NaslovnaPritužbeFreshbet Casino - Igrač ima problem sa procesom samoisključenja i navodno je istekla licenca.
Freshbet Casino - Igrač ima problem sa procesom samoisključenja i navodno je istekla licenca.
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Freshbet Casino
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Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
Poslato:
16/02/2024
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Slučaj je zatvoren : 15/03/2024
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The player from the UK had requested Freshbet to block the deposit function, but they had failed to respond quickly, which resulted in £1850 in additional deposits. The player had also discovered that their license appeared expired on CEG's website, despite still accepting UK players. The player had claimed to have mentioned her gambling problem to the casino before depositing, but failed to provide proof of such communication. Therefore, we had been unable to confront the casino about their supposed obligation to protect the player and request a refund on her behalf. The complaint was ultimately rejected due to the player's lack of response to our inquiries.
Igrač iz Velike Britanije je zatražio od Freshbet-a da blokira funkciju depozita, ali nisu odgovorili brzo, što je rezultiralo dodatnim depozitom od 1850 funti. Igrač je takođe otkrio da je njihova licenca istekla na veb stranici CEG-a, uprkos tome što i dalje prihvata igrače iz UK. Igračica je tvrdila da je kazinu spomenula svoj problem sa kockanjem pre nego što je položila depozit, ali nije uspela da pruži dokaz takve komunikacije. Zbog toga nismo bili u mogućnosti da se suočimo sa kazinom o njihovoj navodnoj obavezi da zaštite igračicu i zahtevaju povraćaj novca u njeno ime. Žalba je na kraju odbijena zbog toga što igrač nije odgovorio na naše upite.
30. decembra sam kontaktirao Freshbet tražeći da mi blokiraju funkciju depozita jer imam problema sa kockanjem i ne želim više da uplaćujem depozit, uprkos njihovoj tvrdnji da imaju podršku 24/7, oni to nisu uspeli da urade i reagovali su na par dana kasnije nakon razmene više e-poruka. Njihova veb stranica jasno kaže da prepoznaju probleme kockanja i da imaju podršku za ovo 24/7 kako bi pomogli igračima da se ponašaju i ponašaju odgovorno, ali su me izneverili i nisu primenili ovo što je dovelo do depozita od 1850 funti od kada sam ih pitao.
Štaviše, sprovodeći neko istraživanje o ovom pitanju, takođe sam otkrio da je njihova licencna emisija istekla na CEG veb lokaciji i da ne bi trebalo da dozvoljavaju igračima iz UK da koriste njihovu veb lokaciju bez važeće licence.
On 30th December I reached Freshbet asking them to block my deposit function because I have a gambling problem behaviour and I don’t want to deposit anymore, despite their claim for having support 24/7 they have failed to do this and they actioned a couple of days later after exchanging multiple emails. Their website clearly states that they recognise gambling issues and they have support for this 24/7 to help players behave and act responsabile, yet they have failed me and they haven’t implemented this which lead to £1850 deposits since I asked them.
Moreover upon conducting some research on this matter I have also discovered their license shows as expired on CEG website and they shouldn’t allowed UK players to use their website without a valid license.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Freshbet kazinom.
Proverio sam vašu razmenu sa kazinom i ne vidim da pominjete problem kockanja kazinu. Takođe sam proverio veb lokaciju kazina i čini se da kazino ima isteklu licencu.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Da li ste u prošlosti spomenuli svoj problem kockanja kazinu, pre nego što ste 30. decembra zatražili blokadu depozita u kazinu?
Kada ste uplatili depozit u kazino, na vaš zahtev?
Možete li da nam kažete da li je vaš nalog u kazinu trenutno otvoren?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear Helenxo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Freshbet Casino.
I checked your exchange with the casino and I can't see you mentioning a gambling problem to the casino. I also checked the casino website and it seems the casino has an expired license.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you mentioned your gambling problem to the casino anytime in the past, before requesting a deposit block in the casino on the 30th of December?
When have you made the deposits to the casino, following your request?
Could you please advise whether your account in the casino is currently open?
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.
Hvala vam što ste se obratili, moj nalog kod njih je bio nov u to vreme. Otvorio sam nalog oko 20. decembra i bio sam u zabludi jer kada sam otvorio nalog njihova veb lokacija se prikazivala kao licencirana, ali nakon što sam bio u ovoj situaciji i uradio neko istraživanje, saznao sam da mogu da proverim licencu na veb stranici CEG-a i tada sam saznao da zapravo nisu licencirani i da nisu trebali da prihvate depozite od igrača iz UK-a.
Da li ste u prošlosti spomenuli svoj problem kockanja kazinu, pre nego što ste 30. decembra zatražili blokadu depozita u kazinu? Pošto je moj račun otvoren oko 20. decembra, spomenuo sam ih 29. i 30. decembra o mojim problemima sa kockanjem i zamolio ih da isključe moju sposobnost depozita kako više ne mogu da uplatim i moji depoziti od 1850 funti su napravljeni nakon što sam zatražio od njih da blokiraju moje depozite i obavestili su ih i putem obrasca za kontakt sa sajta o mojim problemima u vezi sa ponašanjem u vezi sa kockanjem, ne samo putem e-pošte, već navode da imaju 24/7 podršku posebno za ovakve situacije, a ipak nisu uspeli da sprovedu ovu meru za mene .
Kada ste uplatili depozite u kazino, na vaš zahtev? Između 30. i 1. januara. Moj prvobitni zahtev je podnet 28. decembra kada sam ih prvi put zamolio da blokiraju moje depozite, zatim ponovo 30. u 11:21, a akcija za blokiranje mog depozita je preduzeta tek 2. januara u 00:27, obavešteni su da sam ne mogu da se kontrolišem i ne mogu to da uradim sam sa naloga jer oni ne daju ovu opciju igračima. Ovo kašnjenje u primeni neophodnih ograničenja rezultiralo je značajnim finansijskim implikacijama, u ukupnom iznosu od 1850 funti.
Možete li da nam kažete da li je vaš nalog u kazinu trenutno otvoren? Ne, zatvorili su moj račun 2. januara
.
Hi there,
Thank you for reaching back, my account with them was new at that time I opened an account around 20th December and was misleading as when I opened an account their website was showing as licensed but after being in this situation and doing some research I found out that I can check the license on CEG website and that’s when I found out that actually they were unlicensed and they shouldn’t have accepted deposits from UK players as a matter of fact.
Have you mentioned your gambling problem to the casino anytime in the past, before requesting a deposit block in the casino on the 30th of December? As my account was opened around 20th December, I mentioned them on 29th and 30th December about my gambling issues and asked them to tune off my deposits ability so I can not deposit anymore and my deposits of £1850 were made after I requested from them to block my deposits and informed them also via their contact form from website of my gambling behaviour issues not only via email, they state that they have 24/7 support especially for this kind of situations and yet they’ve failed to implement this measure for me.
When have you made the deposits to the casino, following your request? Between 30th & 1st January. My initial request was made on December 28th when I first asked them to block my deposits, then again on 30th at 11:21, and the action to block my deposit was only taken on January 2nd at 00:27, they have been advised I can not control myself and I cannot action this myself from the account as they do not give this option to players. This delay in implementing the necessary restrictions has resulted in significant financial implications, totalling £1850.
Could you please advise whether your account in the casino is currently open? No, they closed my account on 2nd January
Imajte na umu da će kasinima možda trebati više vremena da zatvore vaš nalog čak i ako im spomenete problem sa kockanjem.
Ako slučajno imate razgovor u kojem ste spomenuli problem sa kockanjem pre nego što ste sačuvali depozit, podelite ga sa mnom, jer nisam uspeo da ga pronađem na snimcima ekrana koje ste poslali. Bez toga, ne možemo se suočiti sa kazinom i zaključiti kako je trebalo da vas zaštite i traže povraćaj novca u vaše ime.
Postavite odgovarajući snimak ekrana ovde ili ga pošaljite na moju e-poštu na tomas@casino.guru
Izvinjavam se zbog neugodnosti.
Thanks for your reply.
Please keep in mind casinos might take longer to close your account even if you mention the gambling problem to them.
If you happen to have a conversation where you mentioned a gambling problem before depositing saved, please share it with me, as I was unable to find it in the screenshots you submitted. Without it, we can't confront the casino and conclude how they were supposed to protect you and ask refund on your behalf.
Post the relevant screenshot here or send it to my email at tomas@casino.guru
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Helenxo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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