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Poslato:
09/12/2023
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Nije rešeno : 06/03/2024
Nije rešeno
Naša presuda
Bez polise reakcije, pasivan regulator
NIJE REŠENO
Rezime slučaja
pre 2 meseci
Prevod
The player from the United Kingdom had deposited 600 into their account and had increased it to 1900. However, they were unable to withdraw the winnings because the account was in a 'pending' verification status. Suddenly, the account had been closed and the player was offered a 'take it or leave it' deal of 200. The player had had a previous account with the casino which had been closed due to personal reasons. The player claimed they had not violated any terms and conditions and should have had access to their winnings. We had attempted to contact the casino for clarification but received no response. Consequently, we had to close the complaint as 'unresolved', which might have negatively affected the casino's rating. We had advised the player to file an official complaint with the casino's licensing authority.
Igrač iz Ujedinjenog Kraljevstva je deponovao 600 na svoj račun i povećao ga na 1900. Međutim, nisu mogli da povuku dobitak jer je račun bio u statusu verifikacije „na čekanju“. Iznenada, račun je zatvoren i igraču je ponuđen ugovor „uzmi ili ostavi“ od 200. Igrač je imao prethodni nalog u kazinu koji je zatvoren iz ličnih razloga. Igrač je tvrdio da nije prekršio nikakve odredbe i uslove i da je trebalo da ima pristup svojim dobicima. Pokušali smo da kontaktiramo kazino za pojašnjenje, ali nismo dobili odgovor. Shodno tome, morali smo da zatvorimo žalbu kao „nerešenu“, što je moglo negativno uticati na rejting kazina. Savetovali smo igrača da podnese zvaničnu žalbu nadležnom organu za licenciranje kazina.
Napravio sam račun u petak i deponovao 600 u nekoliko odvojenih uplata (sklon sam da se kockam na ovaj način - počevši od malog i rastućeg) Molimo pogledajte snimak ekrana:
Kao što ćete takođe moći da vidite u gornjem desnom uglu ovog snimka ekrana, jednom sam bio prilično dobro za sebe. Dok sam se odjavio da odem u krevet, nisam mogao da verujem da sam konačno dobio malo sreće i da imam 1900, pogledajte drugi snimak ekrana u nastavku:
Tada sam počeo da se brinem jer nisam mogao da podignem ovaj novac. Moj nalog još nije verifikovan i čekao je na sve dokaze pa sam čekao da ovo bude prihvaćeno. Onda niotkuda jutros moj nalog je zatvoren. Kontaktirao sam podršku, ali oni nisu bili od velike pomoći i činilo se da samo žele da me skinu sa ćaskanja. Ponuđena mi je ponuda od 200 funti „uzmi ili ostavi". Ne razumem, da li bi mi sigurno trebalo ili vratiti sav novac koji sam položio ili da mi se da moj dobitak? Očigledno je šta bih više voleo, samo ne razumem kako mogu da zatvore moj nalog i ponude mi 200?
Nisu se potrudili da reše ili pokušaju da se uvere da sam zadovoljan ili bilo šta, samo su zatvorili ćaskanje i nisu odgovorili na moju e-poštu. Molim vas pomozite 🙁
Made an account on Friday and deposited 600 in a few separate payments (I tend to gamble this way - starting of small and it spiralling)Please see screenshot:
As you will be also able to see in the top right of this screenshot, I was doing quite well for myself for once. By the time I logged off to go to bed I couldn't believe i was finally getting a bit of luck, and has 1900, see second screenshot below:
I then started to get worried as I couldn't withdraw this money. My account wasn't yet verified and was 'pending' all the evidence so I was waiting for this to be accepted. Then out of nowhere this morning my account has been closed. I contacted support but they weren't very helpful and seemed to jist want to get me off the chat. I was offered a 200 pound 'take it or leave it' offer. I don't understand, surely I should be either refunded all the money I deposited or I should be given my winnings? Its obvious which I'd prefer, I just don't understand how they can close my account and offer me 200?
They made no effort to resolve or try to make sure I was satisfied or anything, just closed the chat and not responded to my email. Please help 🙁
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste ikada tražili da se vaš nalog zatvori ili sugerisali problem sa kockanjem kada komunicirate sa Goldenbet kazinom?
Možete li da nam kažete da li ste se u prošlosti sami isključili iz nekog drugog kazina?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear notidealreally,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you ever requested your account to be closed or suggested a gambling problem when communicating with the Goldenbet Casino?
Could you please advise if you have self-excluded yourself from any other casino in the past?
Imao sam nalog kod Goldenbet-a pre nekoliko meseci koji sam tražio da se zatvori, kada su me pitali zašto sam rekao lični razlozi - otkrio sam da gubim više nego što dobijam pa sam samo hteo da se uklonim sa naloga. Da odgovorim na vaše drugo pitanje, ja sam na gamstop-u i zato koristim goldenbet jer se prodaje kao kazino koji možete koristiti a koji nije na gamstop-u. Pokušao sam da se prijavim koristeći podatke svog starog naloga, ali kada ovo nije funkcionisalo, napravio sam novi nalog, pod pretpostavkom da stari nalog obrisan pre nekoliko meseci neće imati uticaja. Imajte na umu da kada sam morao da se registrujem morao sam da dam detalje kao što su moje puno ime, broj telefona, adresa, bankovni podaci itd. i mogao sam da položim preko 600 funti bez problema.
Nisam koristio nijedan od novih bonusa ili nešto slično za svoje opklade, nisu me zanimali. Svi moji dobici su došli iz kazina uživo, imao sam sreće sa nekim bočnim opkladama.
Nakon što sam poslao ovaj početni zahtev za pomoć, ponovo sam stupio u kontakt sa goldenbet putem njihovog ćaskanja uživo. Rekli su mi sada drugačiji razlog zašto su mi uzeli novac, očigledno sam prekršio uslove i odredbe, ali odbijaju da mi kažu koje kada ih pitam. U jednom trenutku je to zbog politike odgovornog kockanja, a sledećeg očigledno kršim uslove usluge?....
Moj argument je da nisam uradio ništa loše i da treba da imam pristup novcu koji sam osvojio pošteno i pošteno u kazinu uživo. Ako je njihov argument da mi nije trebalo dozvoliti da otvorim račun i da se kockam, onda bi u najmanju ruku trebalo da mi bude vraćeno 600 koje sam smeo da položim. Čini mi se da nema smisla da sam mogao da stavim 600 na račun koji nikada nisam mogao da koristim i da se kockam, a zatim da nemam pravo na to nazad.
Nadam se da ovo ima smisla i da možete razumeti moje gledište i frustracije po ovom pitanju. Poslao sam e-poštu Goldenbet-u tražeći detalje o tome šta sam uradio pogrešno, ali nisam dobio odgovor.
Hvala vam još jednom na pomoći po ovom pitanju.
Hi Petronela,
Thank you for your help!
I had an account with goldenbet a few months ago which I asked to be closed down, when asked why I said personal reasons - I found I was losing more than winning so just wanted to remove myself from the account. To answer your second question I am on gamstop which is why I use goldenbet as it is marketed as a casino you can use that isn't on gamstop. I tried to log in using my old account details, but when this wouldn't work I made a new account, assuming the old account deleted months ago wouldn't have an impact. Note that when I had to sign up I had to give details such as my full name, phone number, address, bank details etc. and was able to deposit over 600 pounds without an issue.
I didn't use any of the new bonuses or anything like that for my bets, they didn't interest me. All my winnings came from live casino, I got lucky with some sidebets.
After I sent this initial request for help I once again got in touch with goldenbet via their live chat. I was told a now different reason for them taking the money from me, apparently I have violated terms and conditions but they refuse to tell me which ones when I ask. One minute it is because of responsible gambling policy, next I am violating terms of service apparently?....
My argument here is that I have done nothing wrong and should have access to the money which I won fair and square on the live casino. If their argument is that I shouldn't have been allowed to make an account and gamble, then at the very least I should be refunded the 600 I was allowed to deposit. It doesn't seem to make any sense to me that I was able to put 600 into an account I was never able to actually use and gamble and then not be entitled to it back.
I hope this makes sense and you can understand my points on view and frustrations on this matter. I have emailed goldenbet asking for details about what I have done wrong but have received no answer.
Hteo sam samo još jednom da napomenem da bude jasno - svaki stari nalog koji sam imao kod goldenbet će biti zatvoren mesecima i nikada nisam koristio nijednu od promocija. Nikada u jednom trenutku nisam imao dva aktivna naloga, uslovi i odredbe Goldenbet-a navode da se ne može 'Kreirati više od jednog naloga da bi se iskoristile prednosti kazino promocija' što nisam uradio.
I just wanted to note again to make it clear - any old account I had with goldenbet will have been closed down for months and i have never used any of the promotions. I never at one time had two active accounts, the goldenbet terms and conditions state that one cannot 'Create more than one account in order to get advantage from casino promotions' which i havent done.
Bojim se da nemam početnu komunikaciju jer se to radi preko njihove usluge onlajn ćaskanja. Ali to je bio zahtev za trajno zatvaranje iz ličnih razloga i rekao sam agentu da imam problema sa kockanjem.
Znam da je račun prvobitno verifikovan 5. maja, a zatim zatvoren nekoliko dana kasnije nakon što sam izgubio značajan iznos novca. Kao što sam pomenuo, pokušao sam da se prijavim sa ovim detaljima pre nego što sam napravio novi nalog - nije me pustio na nalog.
Pošto sam tražio da se stari nalog izbriše u maju i više nisam mogao da mu pristupim, više nisam imao nalog kod goldenbet-a i kreiranjem naloga u decembru nisam kreirao duplikat naloga, i nisam koristio ovaj nalog ni za šta bonusi ili promocije - jednostavno sam osvojio novac preko blejka. Pored toga, prilikom otvaranja naloga u decembru koristio sam iste detalje da sam upisao i slobodno uplatio preko 600: ime, prezime, rođendan, adresa, broj mobilnog telefona i bankovni podaci.
I'm afraid i don't have initial communication as it Is done through their online chat service. But it was a request for a permanent closure due to personal reasons and I mentioned to the agent that I have problems gambling.
I do know that the account was initially verified on the 5th of May and then closed down a few days later after I'd lost a substantial amount of money. As I mentioned, I tried to log in with these details before I made the new account- it would not let me into the account.
As I requested the old account be deleted in May and could no longer access it, I no longer had an account with goldenbet and by creating the account in December I was not creating a duplicate account, and I didn't use this account for any bonuses or promotions - I simply won the money through blackjack. Additionally, when making my account in December I used the same details to same up and freely deposit over 600: first name, last name, birthday, address, mobile number and bank details.
Hvala vam puno, neidealno, što ste dali sve potrebne informacije. Sada ću vašu žalbu preneti kolegi Jozefu ( jozef.k@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, notidealreally, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, primorani smo da zatvorimo žalbu kao „nerešenu". Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Poštovani, zaista,
Veoma mi je žao, ali pošto kazino tim nije reagovao, nismo u mogućnosti da nastavimo sa istragom. Alternativna opcija je da podnesete zvaničnu žalbu nadležnom organu za licenciranje kazina . Mogu vam pomoći u ovom procesu, a možete me kontaktirati na dole navedenu adresu e-pošte. Imajte na umu da će ova žalba uticati na njihov indeks bezbednosti na našoj veb stranici. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć.
Ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć, javite mi.
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear notidealreally,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
If you have any questions or need further assistance, please let me know.
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