Igračev račun je zatvoren zbog više računa. Žalba je riješena jer je igračica mogla dokazati svoj identitet i potvrditi svoj račun i uspješno je isplaćena.
The player's account got closed due to having multiple accounts. The complaint was resolved as the player could prove his identity and verify her account and was succesfully paid out.
Igračev račun je zatvoren zbog više računa. Žalba je riješena jer je igračica mogla dokazati svoj identitet i potvrditi svoj račun i uspješno je isplaćena.
Uplatio sam 180 eura u kazino i osvojio ukupno 39638 eura bez bonusa. Moj nalog je u potpunosti verifikovan (uključujući selfie sa ID-om) i takođe je potvrđeno na chatu da je sve u redu. 29. januara 2022. godine sam zatražio isplatu od 4900,00 eura i danas, 31. januara 2022. godine, moj račun je blokiran bez navođenja razloga. Moram napomenuti da sam pre nedelju dana imao isto iskustvo sa pobedom od 700,00 evra u drugom Dama NV kazinu. Račun je takođe jednostavno blokiran (navodno zbog duplog naloga), što nije tačno! Imam sve snimke ekrana kao dokaz!
I deposited 180 euros in the casino and won a total of 39638 euros without a bonus. My account was fully verified (incl. selfie with ID) and also confirmed by the chat that everything is fine. On January 29th, 2022, I requested a payout of 4900.00 euros and today, on January 31st, 2022, my account was blocked without giving a reason. I have to mention that a week ago I had the same experience with a win of 700.00 euros at another Dama NV Casino. The account was also simply blocked (allegedly because of a double account), which is not true! I have all the screenshots as proof!
Ich habe in dem Casino 180 Euro eingezahlt und ohne Bonus insgesammt 39638 Euro gewonnen. Mein Konto wurde vollständig verifiziert (inkl. Selfie mit Ausweis) und auch vom Chat bestätigt, dass alles in Ordnung ist. Am 29.01.2022 habe ich eine Auszahlung in Höhe von 4900,00 Euro beantragt und heute am 31.01.2022 wurde mein Konto ohne Angabe von Gründen gesperrt. Ich muss erwähnen, dass ich vor einer Woche ebenfalls in einem anderen Dama NV Casino die gleiche Erfahrung mit einem Gewinn von 700,00 Euro gemacht habe. Ebenfalls wurde das Konto einfach gesperrt (angeblich wegen doppelten Account) was nicht der Wahrheit entspricht ! Ich habe sämtliche Screenshots als Beweis !
Zdravo SupiNina,
Hvala vam puno što ste podnijeli žalbu i žao mi je što čujem za vaš problem sa Golden Star Casinom. Dozvolite mi da vam postavim još nekoliko pitanja prije nego što krenemo naprijed.
Možete li molim vas da nam kažete od kada je vaš račun u potpunosti verifikovan? Da li ste ranije podizali novac iz kazina? Da li su izričito spomenuli da su zatvorili vaš račun zbog više računa i ako da, da li su to nekako dokazali?
Molimo vas da prosledite pomenute snimke ekrana i relevantne dokaze na nikolas.b@casino.guru.
pozdrav,
Nick
Hello SupiNina,
Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Golden Star Casino. Allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Have you made any withdrawals from the casino in the past? Did they specifically mention that they've closed your account due to having multiple accounts and if yes, did the prove it somehow?
Please forward the mentioned screenshots and relevant proof to nikolas.b@casino.guru.
Regards,
Nick
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
zdravo Nick,
Ich habe soeben folgende Pošaljite email Golden Star Casino:
Dragi gospodine ili gospođo,
Danas sam se pridržavao dogovorenog termina za dodatnu Skype verifikaciju u 12:00 UTC i čekao sam vas! VI ste otkazali termin prije 6 minuta i dali mi novi termin za koji se neću nadmetati! Neću više biti odugovlačen.
Moj račun je već u potpunosti verificiran i odobren od strane vaše podrške za chat (dostupan snimak ekrana)
Prema vašim vlastitim Uvjetima i odredbama, video verifikacija je potrebna samo ako plejer ne može učitati nijedan dokument!
Očekujem moje traženo povlačenje oko 4900,00 eura u narednih 48 sati, a preostali iznos oko 34738,00 eura u narednih 6 sedmica!
Pozdrav
Hi Nick,
Ich habe soeben folgende Email an Golden Star Casino gesendet:
Dear Sir or Madam,
Today I kept to the agreed appointment for the additional Skype verification on 12:00 UTC and I was waiting for you! YOU canceled the appointment 6 minutes before and gave me a new appointment which I will not compete ! I won't be stalled any longer.
My account has already been fully verified and approved by your chat support (screenshot available)
According to your own T&Cs, video verification is only required if the player is unable to upload any documents!
I expect my requested withdrawal about 4900.00 euros within the next 48 hours and the remaining amount about 34738.00 euros within the next 6 weeks!
Regards
Odgovor Golden Star Casino :
Draga Giovannina,
Izvinjavamo se zbog smetnji i nesporazuma.
Napominjemo da se Skype verifikacija može izvršiti nakon 4.02.2022. (od ponedjeljka do petka u 8:00-15:00 UTC).
Molimo Vas da odaberete tačan datum i vrijeme ove procedure.
Ako imate dodatnih pitanja, slobodno nas kontaktirajte u bilo koje vrijeme.
Antwort von Golden Star Casino :
Dear Giovannina,
We are sorry for the inconvenience and caused misunderstanding.
Please, note that Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).
We kindly ask you to choose the exact date and time of this procedure.
If you have any additional questions, feel free to contact us at any time.
Neue Pošaljite e-poštu Golden Star Casino :
Poštovani,
Moj nalog je već POTPUNO VERIFIKOVAN i odobren od strane vaše podrške za ćaskanje (pogledajte snimak ekrana)
Prema vašim vlastitim Uvjetima i odredbama, video verifikacija je potrebna samo ako plejer ne može učitati nijedan dokument!
Vaši Uvjeti i odredbe:
Za verifikaciju računa igrača, menadžmentu kazina potrebna su dokumenta (lična karta, sistemi plaćanja, računi za komunalije i sl.) na latiničnom ili ćiriličnom pismu. Ako igrač nije imao mogućnost da dostavi dokumente na gore navedenim alfabetima, kazino zadržava pravo da izvrši video verifikaciju od strane igrača koji dostavi svoje dokumente
Očekujem moje traženo povlačenje oko 4900,00 eura u narednih 48 sati, a preostali iznos oko 34738,00 eura u narednih 6 sedmica!
Pozdrav
Neue Email an Golden Star Casino :
Dear,
My account has already been FULLY VERIFIED and approved by your chat support (look at the screenshot)
According to your own T&Cs, video verification is only required if the player is unable to upload any documents!
Your T&Cs :
In order to verify the player's account, the casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet. If the player did not have an opportunity to provide the documents in the alphabets mentioned above, the casino reserves the right to perform video verification by the player providing his/her documents
I expect my requested withdrawal about 4900.00 euros within the next 48 hours and the remaining amount about 34738.00 euros within the next 6 weeks!
Regards
Eine erneute Nachricht von Golden Star Casino:
Poštovani,
Kontaktiramo vas u vezi procesa verifikacije vašeg računa.
Napominjemo da u skladu sa uslovima i odredbama našeg kazina, kockar je saglasan da kazino ima pravo da zahteva dodatnu provjeru svog identiteta ili svojih radnji na web stranici kazina: https://goldenstar-casino.com/terms- and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur (odjeljak Odgovornost kockara, klauzula 2.12). Snimak ekrana pravila: https://prnt.sc/26n1f6y .
Skype verifikacija se može izvršiti nakon 4.02.2022 (od ponedjeljka do petka u 8:00-15:00 UTC).
Molimo Vas da odaberete tačan datum i vrijeme ove procedure.
Hvala na razumijevanju!
Eine erneute Nachricht von Golden Star Casino:
Dear,
We are contacting you regarding your account verification process.
Please, note that according to the terms and conditions of our casino, the Gambler agrees that the Casino has the right to require additional verification of their identity or their actions at the Casino website: https://goldenstar-casino.com/terms-and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur (Gambler Responsibility section, clause 2.12). Screenshot of the rule: https://prnt.sc/26n1f6y.
Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).
We kindly ask you to choose the exact date and time of this procedure.
Thank you for understanding!
Odgovorite na Golden Star Casino:
Poštovani,
Neprozirne klauzule su neefikasne!
A u koraku 2.12 vaših Uvjeta i uvjeta stoji da Kazino ima pravo zahtijevati dodatnu provjeru za verifikaciju identiteta NA WEB SAJTU. To ne znači da plejer treba da instalira video program treće strane!
Nakon Skypea koji je sljedeći korak koji moram učiniti sa ovim neprozirnim klauzulama? Na primjer: Letjeti u Curacao i pokazati im moju ličnu kartu?
Kako god ! Trudite se sve da ne isplatite moj dobitak i nadam se da će mi Casino Guru pomoći.
Zaista je više nego tužno!
Pozdrav
Mein Antwort an Golden Star Casino:
Dear,
Opaque clauses are ineffective!
And in step 2.12 of your T&Cs it states that the Casino has the right to request additional check for identity verification ON THE WEBSITE. It does not mean that the player needs to install a third-party video program !
After Skype what is the next step that i have to do with theese Opaque clauses ? For example: Fly to Curacao and show them my ID right there?
However ! You try everything to not pay out my winnings and i hope that Casino Guru will help me.
It's really more than sad!
Regards
Neue Nachricht von Golden Star Casino:
Draga Giovannina,
Kontaktiramo vas u vezi procesa verifikacije vašeg računa.
Imajte na umu da u skladu sa odredbama i uslovima našeg kazina, lični podaci koje možemo zatražiti da ih koristimo i obrađujemo uključuju, bez ograničenja:
- Prepiska sa nama putem web stranice, e-pošte, web chata ili putem drugih sredstava komunikacije (u ovom slučaju - Skypea).
Link do pravila: https://goldenstar-casino.com/terms-and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur ("Informacije koje prikupljamo " odeljak, tačka 2.3).
Snimak ekrana pravila: https://prnt.sc/26n29wp .
Registracija i posjete kazinu su potvrda vašeg slaganja sa ovim Uslovima i odredbama (klauzula 1.5 Opštih uslova).
Skype verifikacija se može izvršiti nakon 4.02.2022 (od ponedjeljka do petka u 8:00-15:00 UTC).
Molimo Vas da odaberete tačan datum i vrijeme ove procedure.
Hvala na razumijevanju.
Neue Nachricht von Golden Star Casino:
Dear Giovannina,
We are contacting you regarding your account verification process.
Please, note that according to the terms and conditions of our casino, the Personal Information which we may request to use and process shall include, without limitation:
- Correspondence made with us via the Website, email, web chat, or through other means of communication (in this case - Skype).
Link to the rule: https://goldenstar-casino.com/terms-and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur ("Information We Collect" section, clause 2.3).
Screenshot of the rule: https://prnt.sc/26n29wp.
Registration at and visits to the Casino are a confirmation of your agreement with these Terms and Conditions (Clause 1.5 of General terms and conditions).
Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).
We kindly ask you to choose the exact date and time of this procedure.
Thank you for understanding.
Moj odgovor:
Poštovani,
Ovo je izvod iz zaštite vaših podataka i nema nikakve veze sa vašim stvarnim uslovima i odredbama. Samo kaže da je dozvoljeno pohranjivati i koristiti podatke koji se razmjenjuju putem komunikacijskih kanala. I ni u kom slučaju ne kaže da je korisnik dužan instalirati programe trećih strana radi provjere.
Sa čisto pravne tačke gledišta, ovaj dio (treba instalirati program treće strane radi provjere) ionako ne bi imao mjesta u izjavi o zaštiti podataka, već bi morao biti naveden u općim uvjetima.
Pozdrav
Meine Antwort:
Dear,
This is an excerpt from your data protection and has nothing to do with your actual terms and conditions. It only says that you are allowed to store and use the data that is exchanged via communication channels. And in no case says that the user is obliged to install third-party programs for verification.
From a purely legal point of view, this part (it needs to install a third-party program for verification) would have no place in the data protection declaration anyway, but would have to be listed in the general terms and conditions.
Regards
Zdravo SupiNina,
Vrlo je uobičajeno da kazino zahtijeva skype verifikacioni poziv, posebno ako su dobici tako visoki. Mogu samo preporučiti da kontaktirate kazino sa tačnim datumom i vremenom poziva kako biste to učinili što je prije moguće i dobili svoj dobitak ako ga položite. Možete ga objaviti i ovdje, možemo obavijestiti i kazino ako to ne primjete na vrijeme.
Hello SupiNina,
It is very common that the casino requires a skype verification call, specially if the winnings are such a high amount. I can only recommend to contact the casino with the exact date and time of call so you can do it as soon as possible and receive your winnings if you pass it. You can post it also here, we can let the casino know as well if they would not notice it in time.
zdravo Nick,
Već sam zakazao termin za Golden Star. Instalirao sam Skype i čekao sat vremena na Skype poziv Golden Star!
Golden Star nije održao termin uprkos prethodnom obećanju i natjerao me da ništa ne čekam sa uključenim Skypeom.
I neću dozvoliti da me Golden Star Casino više ponižava! Ni za koji novac na svijetu!
Neću zakazati drugi termin preko Skypea.
Ako ne dobijem isplatu uprkos uspješnoj i potvrđenoj verifikaciji, kontaktirat ću nadležne organe.
Činimo sve da se izbjegne plaćanje, čak i ako pristanem na drugi Skype termin!
Hello Nick,
I had already made an appointment with Golden Star. I installed Skype and waited an hour for Golden Star's Skype call!
Golden Star did not keep the appointment despite a prior promise and made me wait for nothing with Skype switched on.
And I won't let Golden Star Casino humiliate me any further! For no money in the world!
I will not make another appointment via Skype.
If I do not receive my payout despite successful and confirmed verification, I will contact the authorities.
Every effort is made to avoid the payment, even if I agree to a second Skype appointment!
Hallo Nick,
ich hatte bereits einen Termin mit Golden Star vereinbart. Ich habe mir Skype installiert und eine Stunde auf den Skype Anruf von Golden Star gewartet !
Golden Star hat den Termin trotz vorheriger Zusage nicht eingehalten und mich umsonst mit eingeschaltetem Skype warten lassen.
Und ich werde mich nicht weiter von Golden Star Casino demütigen lassen ! Für kein Geld der Welt !
Einen weiteren Termin per Skype werde ich nicht antreten.
Sollte ich meine Auszahlung trotz erfolgreicher und bestätigter Verifizierung nicht erhalten, werde ich die Behörden einschalten.
Es wird mit allen Mitteln versucht, die Auszahlung zu vermeiden, selbst wenn ich mich auf einen zweiten Skype Termin einlassen würde !
Dragi Nick,
Nije loše smišljeno, ali može li Peter Marko pogledati moj slučaj? Nažalost, odmah na početku neke stvari niste točno opisali ili niste dobro pročitali ili razumjeli moje poruke.
Hvala vam puno
Dear Nick,
It is not meant badly, but could Peter Marko please take a look at my case? Unfortunately, right at the beginning some things were not described correctly by you or you did not read or understand my messages correctly.
Thank you very much
Lieber Nick,
es ist nicht böse gemeint, aber könnte sich bitte mal Peter Marko meinen Fall mal anschauen ? Da sind leider schon ganz am Anfang einige Dinge nicht korrekt von Dir beschrieben bzw. hast Du meine Mitteilungen nicht korrekt gelesen oder verstanden.
Dankeschön
Pozdrav ponovo SupiNina,
Na osnovu vašeg zahtjeva konsultovao sam vaš slučaj sa kolegom Peterom i došli smo do istog zaključka. Nažalost, ne možemo ništa učiniti osim ako ne odaberete novi datum za skype verifikaciju i prođete kroz to. Oboje vjerujemo da 1 skype poziv vrijedi toliko novca i da nema ničeg ponižavajućeg u verifikaciji poput ove.
pozdrav,
Nick
Hello again SupiNina,
Based on your request I've consulted your case with my colleague Peter and we came to the same conclusion. Unfortunately, there is nothing we can do unless you chose a new date for the skype verification and go through it. We both believe that 1 skype call is worth that amount of money and there isn't anything humiliating on a verification such as this.
Regards,
Nick
zdravo Nick,
Skype video verifikacija je obavljena 02/08/2022 u 11:00 UTC i još uvijek čekam svoju isplatu.
Mnogo pozdrava
Giovannina
Hello Nick,
Skype video verification took place on 02/08/2022 at 11:00 AM UTC and I am still waiting for my payout.
Many greetings
Giovannina
Hallo Nick,
Die Skype Videoverifiezierung hat am 08.02.2022 um 11:00 Uhr UTC stattgefunden und ich warte weiterhin auf meine Auszahlung.
Viele Grüße
Giovannina
Dragi Nick,
dobre vijesti ! Prema GoldenStar Casinu, moj račun je sada u potpunosti verifikovan i odobreno je prvo povlačenje €4900.
Javit ću vam se čim novac bude na mom računu.
Zaista sam sretan ako sada sve ostalo radi kako treba!
Dear Nick,
good news ! According to GoldenStar Casino, my account has now been fully verified and the first withdrawal of €4900 has been approved.
I'll get back to you as soon as the money is in my account.
I'm really happy if everything else works smoothly now!
Lieber Nick,
gute Neuigkeiten ! Laut GoldenStar Casino wurde mein Konto nun vollständig verifiziert und die erste Abhebung in Höhe von 4900 Euro wurde genehmigt.
Sobald das Geld auf meinem Konto eingegangen ist, melde ich mich wieder.
Ich freue mich wirklich sehr falls nun wirklich alles weitere problemlos klappt !
Zdravo SupiNina,
Kazino nas je također obavijestio i sada ćemo čekati da novac stigne. Do tada će žalba ostati otvorena. Vratit ću vam tajmer i javite nam kada novac stigne.
pozdrav,
Nick
Hello SupiNina,
The casino informed us too and we will now wait for the money to arrive. Until then the complaint will remain open. I will set back the timer on you and please let us know when the money arrives.
Regards,
Nick
zdravo Nick,
Primio sam prve dvije isplate na svoj bankovni račun.
HVALA VAM PUNO !!!!!
Dogovorit ću sljedeće dvije isplate sljedeće sedmice.
Za sada sve izgleda jako dobro!
Hi Nick,
I received the first two payouts on my bank account.
THANK YOU VERY MUCH !!!!!
I will arrange the next two payouts next week.
So far everything is looking very good!
Hi Nick,
die ersten zwei Auszahlungen habe ich auf meinen Bankkonto erhalten.
DANKESCHÖN !!!!!
Die nächsten zwei Auszahlungen werde ich nächste Woche veranlassen.
Bisher sieht aber alles sehr gut aus !
zdravo Nick,
Do sada sam primio tri isplate.
Javit ću čim dobijem četvrtu isplatu.
Mnogo pozdrava
Hello Nick,
I have received three payouts so far.
I'll report as soon as I've received the fourth payout.
Many greetings
Hallo Nick,
bisher habe ich drei Auszahlungen erhalten.
Ich melde mich , sobald ich die vierte Auszahlung erhalten habe.
Viele Grüße
zdravo Nick,
Dobio sam četvrtu isplatu i mislim da se slučaj može zatvoriti. Sve teče glatko!
Hvala vam puno!
Hello Nick,
I got the fourth payout and I think the case can be closed. Everything runs smoothly!
Thank you very much !
Hallo Nick,
ich habe die vierte Auszahlung erhalten und der Fall kann denke ich geschlossen werden. Alles läuft problemlos!
Ich bedanke mich vielmals !
Hvala SupiNina što ste me obavijestili da su sve uplate stigle. Žalba će sada biti zatvorena kao riješena. Ne ustručavajte se da nas kontaktirate ako u budućnosti ponovo naiđete na bilo kakvu drugu nevolju, rado ćemo vam pokušati pomoći.
pozdrav,
Nick
Thank you SupiNina for letting me know that all the payments arrived. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Regards,
Nick
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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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.