Još u januaru 2024. zatražio sam zatvaranje naloga zbog problema sa kockanjem na Delorocasino.com, koji je sestrinski kazino iz Heatscasina, u vlasništvu iste kompanije i koji radi pod istom licencom. Tada sam dobio potvrdu da je moj kazino nalog zatvoren i u tadašnjim Uslovima korišćenja je pomenuto da je samoisključivanje izvršila kompanija (koja je ANj of Gaming Limited) što znači da će samoisključivanje biti operater širok jer je operater odgovoran za ovo.
20. novembra dobio sam pozivnicu sa holandskog od Heats Casino-a da im se pridružim i dobijem veliki bonus koji me je podstakao da im se pridružim (video sam ovu poštu 6 dana kasnije zbog punog sandučeta e-pošte). Pošto sam verovao da je to holandski kazino, očekivao sam da se neću moći pridružiti jer sam na holandskom GAMSTOP-u (koji se zove CRUKS). Međutim, uspeo sam da se pridružim ovom kazinu i uplatim više puta izgubivši ukupno 2175 € dok sam uložio 77 hiljada € za 6 sati. Tokom mog igranja, u nekom trenutku sam dostigao visoke bilance od oko 10.000 evra gde sam poslao e-mail kazinu tražeći trajno isključenje. Očigledno ova pošta nije primljena ili obrađena.
Užasnut time što sam mogao da se kockam dok sam bio na CRUKS-u i obavestio ANj od Gaming Limited preko Delorocasino.com, i dalje sam mogao da se kockam i gubim novac. Zato šaljem žalbu u kojoj ih obaveštavam o mom slučaju i pre nego što sam dobio odgovor saznao sam da su uklonili naziv kompanije iz svojih Uslova korišćenja menjajući ga u „kompanija" umesto svog punog imena. Tim za podršku kazina pozvao je da razgovara o tome, ali oni nisu voljni da izdaju potpuni povraćaj novca i reše svoje greške.
U stvari, prvo su tvrdili (dokazi se mogu dodati ako je potrebno) da Heats Casino nema veze sa Delorocasino.com i da ne dele podatke niti imaju uvid u to. Juče su ponovo promenili Uslove korišćenja usluge dodajući podparagraf da ako podnesete zahtev za samoisključivanje, ovo se primenjuje samo na brend kazina, a ne na celog operatera (nešto što nije napisano kada sam se prijavio ranije ove nedelje!!) a podrška uživo je čak uspela da mi potvrdi da Delorocasino takođe ima to navedeno u svojim uslovima korišćenja. Što je malo čudno jer je kazino ranije tvrdio da nema veze sa tim kazinom, ali nekako znaju i uslove korišćenja tog kazina.
Dakle, ono što se nadam da ću postići ovom pritužbom je:
- Heats Casino mora da objasni kako su primili moju e-poštu da bi mi poslali pozivnicu (tražio sam zahtev za GDPR, ali do sada nisam dobio odgovor)?
- Zašto se Heats Casino pretvara da je holandski kazino kao da je legalan u Holandiji, što je lažno (oni su ilegalni kazino u mojoj zemlji)?
- Zašto je Heats Casino dva puta promenio Uslove korišćenja nakon što sam primio moju žalbu?
- Kazino da popravi greške koje su mi napravljene i da mi vrati 2175€ u potpunosti da rešim ovaj slučaj!
Ova žalba je poslata zato što se nadam da ću sprečiti da svoj slučaj dalje eskaliram svom davaocu licence da se umeša i interveniše zbog ovog lošeg ponašanja koje šteti igračima i krše uslove njihove licence za kazino (koji naravno poništavaju pravila kazina).
Imajte na umu da kada sam se pridružio kazinu bio sam potpuno uveren da se nalazim u holandskom kazinu koji je legalan za rad ovde i nudi podršku na holandskom i dozvoljava iDeal koji je dozvoljen samo za legalizovana kazina u Holandiji!
Naravno, nadam se da ćete pozvati predstavnika kazina da se pridruži ovoj žalbi kako biste videli njihov stav i mišljenja.
PS: Istorija ćaskanja je prilično duga pa ću je dodati kasnije ako bude potrebno. Za sada se nadam da možete pokrenuti ovu žalbu i pozvati kazino da se pridruži ovoj žalbi jer stalno menjaju svoje Uslove korišćenja bez obaveštenja da tvrde da nisu pogrešili.
Back in January 2024 I requested an account closure due to gambling issues on Delorocasino.com which is a sister casino from Heatscasino and owned by the same company and operating under the same license. Back then I received a confirmation that my casino account was closed and in the Terms of Use back then there it was mentioned that the self exclusion was executed by the company (which is ANJ of Gaming Limited) meaning that a self-exclusion would be operator wide since the operator is responsible for this.
On November 20th I received an invitation mail from in Dutch from Heats Casino to join them and receive a big bonus which triggered me to join them (I saw this mail 6 days later due to a full email box). As I was in the believe that it was a Dutch casino I expected to be unable to join as I am on the Dutch GAMSTOP (called CRUKS). However, I was able to join this casino and deposit multiple times losing a total €2175 while wagering €77k in 6 hours. During my gameplay I reached at some point high balances of around €10K where I did send an e-mail to the casino asking for a permanent exclusion. Apparantly this mail has not been received or processed.
Devastated about being able to gamble while on CRUKS and informing ANJ of Gaming Limited through Delorocasino.com I was still able to gamble and lose money. So I send out a complaint informing them about my case and before getting a reply I found out that they removed the company name from their Terms of Use changing it to 'a company' instead of their full name. The casino support team reached out to discuss this but they are not willing to issue a full refund and resolve their mistakes.
In fact first they claimed (evidence can be added if needed) that Heats Casino has NO ties with Delorocasino.com and they do not share data or have insight about it. Yesterday, they changed their Terms of Service again adding a subparaghraph that if you file for a self-exclusion this is only applicable to the casino brand only and not operator wide (something that was not written when I signed up earlier this week!!) and the Live Support even was able to confirm to me that Delorocasino also have this stated in their Terms of Use. Which is a bit strange because the casino previously claimed to have no ties with that casino but somehow they know the Terms of Use of that casino too..
So what I hope to achieve with this complaint is:
- Heats Casino must explain how they received my e-mail to send me an invitation e-mail (I did ask for a GDPR request but no answer so far)?
- Why does Heats Casino pretend to be a Dutch casino as if they are legal in The Netherlands which is false (they are an illegal casino in my country)?
- Why did Heats Casino change its Terms of Use twice after receiving my complaint?
- The casino to restore the mistakes made to me and issue me a full refund of €2175 to solve this case!
This complaint is sent because I hope to prevent having to escalate my case further to their licensor to step in and intervene for this poor behavior which harms players and violating their casino license terms (which overrule the casino rules of course).
Do note that when I joined the casino I was completely in the believe that I am on a Dutch casino which is legal to operate here and offer a Support in Dutch and allow iDeal which is only allowed to legalized casinos in The Netherlands!
Of course I do hope that you invite the casino representative to join this complaint to see their view and opinions.
PS: The chat history is quite long so I will add it later if needed. For now I hope you can start this complaint and invite the casino to join this complaint as they keep changing their Terms of Use without notice to claim that they were not wrong.
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