The player from Russia deposited $100, received a bonus, met all wagering requirements, and submitted the required documents. When attempting to withdraw, his account was disabled without an explanation, and support stated it was an administration decision.
Igrač iz Rusije je deponovao $100, dobio bonus, ispunio sve uslove za klađenje i dostavio potrebna dokumenta. Prilikom pokušaja povlačenja, njegov nalog je onemogućen bez objašnjenja, a podrška je navela da je to odluka administracije.
Prijavio sam se i uplatio 100 USD 1. jula. Dobio sam bonus i ispunio sve uslove za klađenje. Uploadovao sam sve dokumente koje su tražili. Hteo sam da se povučem, a onda su mi onemogućili nalog. Pitao sam podršku za razlog tome. Iz podrške su rekli da je to odluka administracije.
I signed up and deposited 100 usd on July 1. I got the bonus and fulfilled all wagering requrements. I uploaded all documents they asked for. I wanted to withdraw and then they disabled my account. I asked the support the reason of that. The support said, that it is decision of administration.
Dragi Fajzer,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Možete li molim vas da mi kažete koji bonus ste uzeli? U idealnom slučaju, pošaljite mi snimak ekrana ili vezu.
Možete li ljubazno potvrditi da li ste prošli KIC verifikaciju?
Da li ste primili e-poštu od kazina nakon što je vaš nalog blokiran? Ako imate, prosledite mi je. Moja mejl adresa je veronika.l@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Fayzer,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise what bonus did you take? Ideally, send me the screenshot or the link.
Could you kindly confirm if you passed the KYC verification?
Have you received any email from the casino after your account was blocked? If you have, please forward it to me. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Zdravo Veronika,
Bio je to bonus od 220% na prvi depozit. Sve detalje možete proveriti prateći link ispod
https://vvv.futureplai.com/ru/promotions
Ne znam da li sam položio KIC. Zato što su od mene tražili dodatnu fotografiju. Učitao sam ga. I sledećeg dana ujutro otkrio sam da mi je nalog onemogućen.
Prosledio sam vam njihovu e-poštu.
Hello Veronika,
It was first deposit 220% bonus. You can check all details by following the link below
https://www.futureplay.com/ru/promotions
I do not know if i passed the KYC. Because they asked me for additional photo. I uploaded it. And the next day morning i found my account had been disabled.
I have forwarded their email to you.
Hvala vam puno, Faizer, na pružanju svih potrebnih informacija. Vašu žalbu ću sada preneti kolegi Stefanu ( stefan.m@casino.guru ) 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, Fayzer, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo Fajzer,
Žao mi je što čujem da je vaš nalog blokiran. Ja ću kontaktirati kazino i pokušati da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika FuturePlai kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi FuturePlai kazino,
Možete li da kažete zašto je nalog igrača blokiran?
Unapred se zahvaljujemo na pružanju informacija.
Hello Fayzer,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a FuturePlay Casino representative to join this conversation and participate in resolving this complaint.
Dear FuturePlay Casino,
Could you state why the player's account got blocked?
Thank you in advance for providing the information.
Zdravo,
Ovaj „Igrač" je deo sindikata prevare koji nas je ciljao. Drago mi je da vam privatno pružim više informacija.
Pozdravi,
FuturePlai
Hi there,
This "Player" is part of a fraud syndicate that targeted us. Happy to provide more information in private.
Regards,
FuturePlay
Dragi FuturePlai kazino,
Hvala vam na odgovoru i informacijama. Dodatne informacije i dokaze možete poslati na moju e-mail adresu stefan.m@casino.guru .
Čekaću vaš odgovor.
Dear FuturePlay Casino,
Thank you for your response and the information provided. You can send the additional information and evidence to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Zdravo Stefane,
Odgovorili smo vam i rekli ste da moramo da kontaktiramo vašeg kolegu koji je na odsustvu.
Molimo vas da naš odgovor podelite sa svojim kolegom, kako bismo mogli da rešimo ovaj problem.
Pozdravi,
FuturePlai
Hi Stefan,
We have replied to you and you advised that we needed to contact your colleague who is on leave.
Please share our reply with your colleague, so that we can resolve this matter.
Regards,
FuturePlay
Dragi FuturePlai kazino,
Mislim da je ovo bio nesporazum, možete da podelite dokaze sa mnom. Možete ga poslati na moju e-mail adresu stefan.m@casino.guru .
Čekaću vaš odgovor.
Dear FuturePlay Casino,
I think this was a misunderstanding, you can share the evidence with me. You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dragi FuturePlai kazino,
Poslao sam vam e-mail.
Čekaću vaš odgovor.
Dear FuturePlay Casino,
I have sent you an email.
I'll be awaiting your reply.
Zdravo Stefane.
Ispravke? Da li su vam dali neke informacije?
Hello, Stefan.
Any updates? Have they provided you with some info?
Zdravo Fajzer,
Još nisam dobio nikakav odgovor od predstavnika kazina. Sačekajmo njihov odgovor jer imaju preostalih pet dana da odgovore.
Hello Fayzer,
I haven't received any response from the casino representative yet. Let's wait for their response as they have the remaining five days to respond.
Zdravo Fajzer,
Kazino mi je dostavio dokaze i čini se da ste koristili isti način plaćanja, pa čak i istu kripto adresu za finansiranje svog kazino naloga sa drugih naloga.
Možete li da komentarišete ovo?
Hello Fayzer,
I was provided with the evidence by the casino, and it appears you have used the same payment method and even the same crypto address to fund your casino account with other accounts.
Could you comment on this?
Zdravo Stefane.
Pre svega, imam samo 1 nalog. Drugo, koristim kripto način plaćanja. I mislim da mnogi korisnici koriste kriptodepozite. Štaviše, koristio sam kripto razmenu (Binance ili drugi). Kada napravite depozite sa kripto razmene, razmena šalje kripto iz svojih vrućih novčanika, koji imaju milione dolara. Dakle, sve transakcije sa Binance-a su iz 6-7 vrućih novčanika. Nemam novčanik za čuvanje. Dakle, to nije moja kripto adresa. To je adresa Binance-a. I isto može biti za hiljade naloga koji koriste depozite sa Binance-a. Šokiran sam zašto implementiraju kripto depozite, a ne znaju ništa o kripto i kako ona funkcioniše.
Stefane, možeš mi poslati kripto adresu ili link za transakciju i sve ću ti pokazati.
Hello Stefan.
First of all, I have only 1 account. Second, I use crypto payment method. And I think a lot of users use cryptodeposits. More over, I used crypto exchange ( Binance or other). When you make deposits from crypto exchange, the exchange sends crypto from their hot wallets, which has millions of dollars. So all transactions from Binance are from 6-7 hot wallets. I have no custodial wallet. So it is not my crypto address. It is the address of Binance. And it can be same for thousands of account who use deposits from Binance. I am shocked why they implement crypto deposits and know nothing about crypto and how it works.
Stefan you can send me crypto address or transaction link and I will show you everything.
Zdravo Fajzer,
Da li sam dobro razumeo situaciju da ste koristili BinancePai za finansiranje svog kazino naloga? Ili ste sredstva poslali direktno u kazino koristeći Binance novčanik?
Čekaću vaš odgovor.
Hello Fayzer,
Do I understand the situation correctly that you have used the BinancePay to fund your casino account? Or did you send the funds directly to the casino using the Binance wallet?
I'll be awaiting your reply.
Šaljem sa Binance razmene ili druge
I send from Binance exchange or other
Dragi FuturePlai kazino,
Kontaktirao sam vas preko skajpa.
Čekaću vaš odgovor.
Dear FuturePlay Casino,
I have contacted you via Skype.
I'll be awaiting your reply.
Zdravo Stefane,
Nažalost, kada je prošla kroz prevaru, označeno je da je ovaj nalog deo veće grupe naloga igrača za koje je utvrđeno da su svi učestvovali u lažnom ponašanju, uključujući, ali ne ograničavajući se na, korišćenje iste kripto adrese za uplatu depozita. Ovo je u suprotnosti sa uslovima i odredbama naših kazina, i prema tim uslovima nalog je zatvoren.
Srdačan pozdrav,
Futureplai Casino.
Hi Stefan,
Unfortunately, when run through fraud it was flagged that this account was part of a larger group of players accounts that were all found to have participated in fraudulent behaviour, including but not limited to, using the same crypto address to make deposits. This goes against our casinos terms and conditions, and as per those terms the account was closed.
Kind Regards,
Futureplay Casino.
Dragi Stefane, nažalost kazino ne razume da kada uplatiš sa berze, oni šalju novac iz svog vrućeg novčanika. Na berzi nemate svoj lični novčanik i ključeve od toga. Dajte mi pristup nalogu ili mi dajte heš, ja ću vam dokazati. Njihov vrući novčanik iz kojeg je izvršena transakcija ima milione dolara i hiljade transakcija. Dakle, to nije moj novčanik, to je novčanik za razmenu. Veoma sam rekao da kazino koji prihvata kripto plaćanja ne razume tako jednostavne stvari.
Dear Stefan, unfortunately casino do not understand that when you deposit from the exchange, they send money from their hot wallet. On the exchange you do not have your personal wallet and keys from that. Give me access to the account or give me the hash, i will proove you. Their hot wallet from which transaction was made has millions of dollar and thousand transactions. So it is not my wallet, it is the wallet of exchange. I am very said that casino which accepts crypto payments do not undestand such simple things.
Hello Fayzer,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dragi FuturePlai kazino,
Igračev kazino račun je finansiran iz vrućeg novčanika za razmenu, tako da ovo ne možemo prihvatiti kao dokaz više naloga. Možete li nam dati više informacija, kao što su IP podudarnost, podudaranje uređaja, slični iznosi depozita, slična vremena registracije i isti bonusi dobrodošlice?
Čekaću vaš odgovor.
Dear FuturePlay Casino,
The player's casino account was funded with the exchange hot wallet, so we cannot accept this as proof of multiple accounts. Could you give us more information, like IP match, device match, similar deposit amounts, similar times of registration, and same welcome bonuses?
I'll be awaiting your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
zdravo
Ovaj nalog je bio deo veće grupe, gde je 8 igrača iz iste zemlje deponovalo isti iznos novca u istoj valuti u roku od istog sata iz istog vrućeg novčanika za razmenu. Naš tim za prevare je vodio ove naloge i složio se da se ponašanje ovih naloga smatra lažnim.
Hi,
This account was part of a bigger group, where 8 players from the same country all deposited the same amount of money in the same currency within the same hour from the same exchange hot wallet. Our fraud team ran these accounts and agreed that the behaviour of these accounts is considered fraudulent.
Hello Fayzer,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Zdravo svima ,
Zovem se Kubo i ja ću preuzeti ovu žalbu jer je moj kolega Stefan, koji je ranije vodio ovaj slučaj, trenutno nedostupan. Molim vas za malo strpljenja dok pregledam detalje slučaja kako bih u potpunosti razumeo situaciju.
Daću ažuriranje što je pre moguće. Hvala unapred na razumevanju.
Srdačan pozdrav,
Kubo
Hello Everyone,
My name is Kubo, and I’ll be taking over this complaint as my colleague Stefan, who has been handling this case previously, is currently unavailable. I kindly ask for a bit of your patience as I review the details of the case to fully understand the situation.
I will provide an update as soon as possible. Thank you in advance for your understanding.
Best regards,
Kubo
Dragi FuturePlai kazino ,
Poslao sam vam e-poštu sa dodatnim upitima u vezi sa ovim pitanjem. Verujem da je igrač deponovao sredstva iz vrućeg novčanika razmene, kao i mnogi drugi. S obzirom na ogromnu populaciju Rusije, prilično je verovatno da je 8 od 144 miliona ljudi odlučilo da deponuje u istom kazinu koristeći istu kripto berzu. Čak i ako se poznaju, to ne znači automatski da su njihovi nalozi povezani ili kreirani sa namerom da iskoriste sistem kazina.
Do sada niste pružili nikakve značajne dokaze u prilog vašim tvrdnjama, osim što ste izjavili da je vaš tim za prevare pregledao ove naloge i da je njihovo ponašanje smatrao lažnim. Ako imate još neke oznake ili informacije koje bi mogle pomoći u ovoj istrazi, pošaljite ih na moju e-poštu na jakub.m@casino.guru .
Hvala vam na pomoći.
Dear FuturePlay Casino,
I have sent you an email with additional inquiries regarding this matter. I believe the player deposited funds from the exchange's hot wallet, just like many others. Given the vast population of Russia, it’s quite plausible that 8 out of 144 million people chose to deposit at the same casino using the same crypto exchange. Even if they know each other, this doesn’t automatically imply that their accounts are linked or created with the intent to exploit the casino’s system.
So far, you haven't provided any substantial evidence to support your claims, other than stating that your fraud team reviewed these accounts and deemed their behavior fraudulent. If you have any further flags or information that could assist in this investigation, please send them to my email at jakub.m@casino.guru.
Thank you for your assistance.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Poštovani ,
Iskreno se izvinjavam zbog kašnjenja u odgovoru. Kazino je već dostavio tražene dokaze; međutim, kako bismo osigurali potpunu jasnoću u ovom konkretnom slučaju, potrebno je da izvršimo dodatnu internu reviziju.
Još jednom se izvinjavam za bilo kakve neprijatnosti koje je ovo moglo prouzrokovati i sigurno ću se javiti kada prikupim dovoljno informacija da donesem odluku na osnovu dobrog informisanja.
Hvala vam na strpljenju i razumevanju.
Dear All,
I sincerely apologize for the delay in my response. The casino has already provided the requested evidence; however, in order to ensure full clarity on this particular case, we need to conduct an additional internal review.
I apologize once again for any inconvenience this may have caused, and I will be sure to follow up once I have gathered enough information to make a well-informed decision.
Thank you for your patience and understanding.
Dragi Fajzer ,
Nakon temeljnog pregleda svih dokaza koje je pružio kazino, identifikovali smo jasne indikacije sumnjivih aktivnosti povezanih sa nalogom igrača. Unakrsno smo proverili relevantne informacije iz back-office-a, i na osnovu ovih nalaza, slažemo se sa zaključcima koje je izveo FuturePlai Casino. Čini se da je nalog igrača zaista povezan sa drugim nalozima, što je u skladu sa procenom kazina.
Imajući u vidu ove nalaze, sa žaljenjem vas obaveštavamo da nismo u mogućnosti da prihvatimo žalbu i da će ona biti odbijena . Razumemo da ovo može biti razočaravajuće i zaista cenimo vaše razumevanje po ovom pitanju.
Ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu da vam pomognemo!
Hvala vam još jednom na strpljenju i saradnji.
Srdačan pozdrav,
Kubo
Dear Fayzer,
After thoroughly reviewing all the evidence provided by the casino, we have identified clear indications of suspicious activity linked to the player's account. We have cross-checked relevant information from the back-office, and based on these findings, we agree with the conclusions drawn by FuturePlay Casino. It appears that the player's account may indeed be connected to other accounts, which aligns with the casino's assessment.
Given these findings, we regret to inform you that we are unable to uphold the complaint, and it will be rejected. We understand that this may be disappointing, and we truly appreciate your understanding in this matter.
If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Thank you once again for your patience and cooperation.
Best Regards,
Kubo
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.
