Igrač Austrije doživio je tehnički kvar dok je igrao. Na kraju smo zaključili žalbu kao 'neriješenu' jer kasino nije pružio dodatne dokaze. Na kraju smo odbili žalbu jer kasino nije prekršio nijedno pravilo.
The player from Austria has experienced a technical glitch while playing. We ended up closing the complaint as ‘unresolved’ because the casino failed to provide supporting evidence. We ended up rejecting the complaint because the casino didn't break any rules.
Igrač Austrije doživio je tehnički kvar dok je igrao. Na kraju smo zaključili žalbu kao 'neriješenu' jer kasino nije pružio dodatne dokaze. Na kraju smo odbili žalbu jer kasino nije prekršio nijedno pravilo.
Dobar dan,
Igrao sam rainbow wilds Megaways u Interwetten Casinu 10. marta 2021. godine, sa ulogom od 2,5 €, dobio sam besplatne okrete, već sam osvojio oko 2500 €, a multiplikator je već bio na x12, bila je slika sa puno malih Megaways i mnoge divljine kao što ste već mogli vidjeti da je to sigurno vrlo visok profit.
Odjednom, bez upozorenja bez zaglavljenja, igra me izbacila i više nisam mogao ući, igra više nije išla, ušao sam u drugu igru i odmah krenuo. Opet vani, i dalje ne isprobavajući drugu igru. Odigrao sam još jednu utakmicu jer sam nekoliko minuta kasnije ipak imao kredita! Pokušao sam se vratiti u profit koji je već izračunat, 2494 i nekoliko centi prije nego što slika dođe, nestali su, besplatni okreti i slika koja je došla, ne znam koliki je bio profit.
Odmah sam nazvao Maltu i pitao je da će to biti provjereno, čekao sam do danas i danas dobivam e-mail od Interwettena da mi je dodijeljeno 1120 €.
Pitao sam ih da li se zezaju i treba li im detaljna izjava o računu i izjava o povijesti igara, a oni su samo napisali da su je ponovno proslijedili kako bi se ponovno pogledala jer nisam zadovoljan, imam li opet stvari koje se traže i nema odgovora do 19:21.
Molim za pomoć i nadam se da će mi pomoći.
Srdačan pozdrav
Kinan
Good day,
I played rainbow wilds Megaways at Interwetten Casino on March 10th, 2021, with a stake of € 2.5 I got free spins, I had already won around € 2500 and the multiplier was already at x12, there was a picture with a lot of small ones Megaways and many wilds as you could already see that it is certainly a very high profit.
Suddenly without warning without what got stuck, the game kicked me out and couldn't go in anymore, the game didn't go anymore, I went into another game and went immediately. Out again and still not trying the other game. I played another game because I still had credit a few minutes later! Tried I came back in the profit that was already calculated, the 2494 and a few cents before the picture comes, were gone, the free spins and the picture that came, don't know what the profit was.
Immediately called to Malta and asked it said it will be checked, I waited until today and today I get an e-mail from Interwetten that I have been credited with 1120 €.
I asked them if they were kidding me and needed a detailed account statement and a game history statement, and they just wrote that they had forwarded it again so that it would be looked at again because I am not satisfied, have again the things demanded and no answer until 7:21 pm.
I ask for help and hope that it will help me.
With best regards
Kinan
Guten Tag,
Ich hab am 10.03.2021 bei Interwetten Casino gespielt rainbow wilds Megaways gespielt, mit 2,5 € Einsatz hab ich Freispiele bekommen ich hatte schon ca. 2500 € gewinn gehabt und der Multiplikator war schon bei x12, da ist ein Bild gekommen mit viel Kleine Megaways und viele Wilds alsi man hat schon sehen können das es sicher ein sehr hoches Gewinn ist.
Aufeinmal ohne vorwahrnung ohne das was hängen geblieben ist, hat mich das spiel raus geschmissen und hab nicht mehr rein gehen können, das spiel ist nichtmehr gegangen, bin in ein andre spiel rein gegangen ist sofort gegangen. Wieder raus und das andre spiel probiert noch immer nicht. Hab andre spiel gespielt da ich sowieso noch guthaben hatte, paar Minuten später! Hab probiert bin wieder rein gekommen das Gewinn was schon gerechnet wurde die 2494 und paar cent bevor das Bild kommt, waren weg, die Freispiele und das Bild was gekommen ist, weiß nicht was für gewinn gegeben hat.
Hab sofort nach Malta angerufen und gefragt es hat geheissen es wird nach geschaut, bis Heute hab gewartet und Heute bekomme ich von Interwetten ein E-mail das 1120 € mir gutgeschrieben worden.
Ich hab denen gefragt ob sie mich verarschen wollen und von denen einen Detalierten Konto auszug sowie ein Spiel-verlauf Auszug brauche, und sie haben nur geschrieben das sie es wieder weitergeleitet haben damit es nochmal an geschaut wird weil ich nicht zufrieden bin, hab noch mal die sachen verlangt und bis jetzt 19:21 Uhr kein antwort.
Ich bitte um Hilfe und hoffe das mir geholfen wird.
Mit Freundlichen Grüßen
Kinan
Dragi Kinan,
Hvala vam što ste podnijeli žalbu. Žao mi je zbog vašeg problema. Možete li, molim vas, proslijediti bilo koji dokazni materijal, poput snimaka zaslona ili videozapisa, eventualno svoju historiju igara, zajedno sa relevantnom komunikacijom na petronela.k@casino.guru ? Možete li pojasniti da li je neka promotivna ponuda bila aktivna u vrijeme tehničkog izdanja?
Molimo vas da shvatite da bez bilo kakvih dodatnih dokaza ne možemo nastaviti dalje sa ovim slučajem, jer bi bilo gotovo nemoguće suočiti se s kasinom.
Radujem se vašem javljanju. Unaprijed se zahvaljujem na razumijevanju.
Srdačan pozdrav,
Petronela
Dear Kinan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru? Could you please clarify if any promotional offer has been active at the time of the technical issue?
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Hvala vam puno, Kinan1990, što ste pružili sve potrebne informacije putem e-pošte. Sada ću vašu žalbu prenijeti na kolegu Petera koji će vam biti na pomoći. Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti vidjeti kako se vaš problem rješava na vaše zadovoljstvo.
Thank you very much, Kinan1990, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo Kinan,
Pogledao sam vaš slučaj i razumijem situaciju. Kontaktirat ću kasino i vidjeti mogu li pomoći. Želio bih pozvati Interwetten Casino na razgovor kako bih sudjelovao u rješavanju ove žalbe.
Hi Kinan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Interwetten Casino to the conversation to participate in the resolution of this complaint.
Opet imam 3 nova videozapisa!
Ako igra ne želi donijeti profit, tada se normalno odvija do kraja. Čim želi nešto dati, čini istu grešku.
Mislim da nećete odgovoriti na Von Casino. Od 10. do danas, uprkos svim dokazima, mole me za strpljenje.
U suprotnom od njih nećete dobiti odgovor.
I have 3 new videos again!
If the game does not want to give a profit, then it runs normally to the end. As soon as it wants to give something it makes the same mistake.
I don't think you will answer Von Casino. Since the 10th until today, despite all the evidence, they ask me to be patient.
Otherwise you won't get an answer from them.
Ich habe 3 Neue Videos wieder!
Wen das Spiel kein Gewinn geben will, dann läuft ganz normal bis zum ende. Sobald es was geben will macht es das selbe fehler.
Ich glaube nicht das sie Von Casino antworten werden. Seit 10te bis Heute trotz die ganzen Beweise bieten sie mich um etwas Geduld.
Sonst kommst kein antwort von denen.
Zdravo Kinan,
Još uvijek pokušavam stupiti u kontakt s kasinom. U međuvremenu, preporučujem vam da kontaktirate Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) i podnesete im žalbu. Dobar je autoritet za izdavanje dozvola i ima bolje opcije i alate za pomoć igračima.
Željeli bismo zamoliti Casino Interwetten da odgovori na ovu žalbu. Produljujemo tajmer za 7 dana. Ako kasino ne reagira u zadanom roku, prigovor će postati 'neriješen' što može negativno utjecati na njegovu ocjenu.
Hi Kinan,
I'm still trying to get in touch with the casino. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players.
We would like to ask Interwetten 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Hvala ti,
Danas ću otići do svog advokata i on će se pobrinuti za sve.
Srdačan pozdrav
Kinan
Thank you,
I'll just go to my lawyer today and he'll take care of everything.
With best regards
Kinan
Ich danke ihnen,
Ich werde einfach Heute zu meinen Rechtsanwalt fahren und er soll das ganze übernehmen.
Mit Freundlichen Grüßen
Kinan
Zdravo Kinan,
Kontaktirao sam kasino putem Skypea, čini se da nisu bili upoznati sa žalbom. Uskoro očekujem odgovor, dajmo im još nekoliko dana.
Hi Kinan,
I contacted the casino by Skype, it seems they were not aware of the complaint. I am expecting a reply soon, let's give them a few more days.
zdravo
Stalno lažu, samo sam razgovarao s njima dovoljno telefonom i često sam im pisao, svaki put se kaže isto, ništa ne izađe, neće odgovoriti.
Hello
They lie all the time, I just talked to them enough on the phone and often wrote them, the same thing is said every time, nothing comes out, they won't answer.
Hallo
sie lügen die ganze Zeit nur ich hab mit denen oft genung telefoniert und oft geschrieben, jedesmal wird das gleiche gesagt, es kommt nichts raus, sie werden sich nicht melden.
Zdravo Kinan,
Kazino je tražio videozapise koje ste nam poslali, pa sam im proslijedio jedan (jer je ostatak istekao). Sad čekam odgovor.
Hi Kinan,
The casino asked for the videos you sent to us so I forwarded one (because the rest is expired) to them. Now I'm waiting for a reply.
Da, ali tamo gdje me igra izbacila, nisam imao video koji je bio 10. marta 2020. godine
Videozapisi koje sam vam poslao su videozapisi onoga što se dogodilo nakon toga, snimio sam kako bih im mogao pokazati da je igra pogrešila.
Meni je važan prvi put kada sam izbačen iz igre. Tamo sam imao veliku zaradu.
Za mene su oni od kazino lažova i varalica, da su htjeli da ostvarim profit, to bi već davno učinili, jer sve videozapise gdje sam im ih poslao također sam proslijedio u kasino, pa bi trebali imati sve. Ali sve je tek završeno.
Zanima me šta će izaći.
Yes, but where the game kicked me out, I didn't have a video that was on March 10th, 2020
The videos I sent you are videos of what happened after that, I recorded so that I could show them that the game made a mistake.
The first time I was kicked out of the game is important to me. I had a great profit there.
For me they are from casino liars and cheats if they wanted me to win a profit would have been done long ago because all the videos where I sent them to them I have also forwarded to casino, so they should have everything. But everything is just finished.
I'm curious what will come out.
Ja aber wo das Spiel mich raus geschmissen hat, da habe ich keine Video gehabt das war am 10.03.2020
Die Videos die ich ihnen geschickt habe die sind Videos was danach passiert sind, habe ich aufgenommen damit ich denen Zeige dass das Spiel ein fehler macht.
Mir ist wichtig das erste mal wo das Spiel mich rausgeschmissen hat. Da hatte ich ein hohes gewinn gehabt.
Für mich sind sie von Casino Lügner und Betrüger wen sie mir ein Gewinn zustehen wollten wäre schon längst erledigt da die ganzen Videos wo ich die zu ihnen geschickt habe habe ich auch an Casino weitergeleitet.also sie müßten alles haben. Aber ist alles nur ausreden.
Bin gespannt was raus kommen wird.
Zdravo Kinan,
Teško je dokazati dobitak jer ga nemamo na videu. Međutim, dobio sam odgovor iz kasina e-poštom. Molimo vas da još jednom pošaljete sve informacije i dokaze na ovu adresu e-pošte: Interwetten.Affiliate@interwetten.com i javite mi koji će odgovor biti.
Hi Kinan,
It is a bit hard to prove the winnings since we don't have it on video. However, I got a response from the casino by email. Please send all the information and evidence once more to this email address: Interwetten.Affiliate@interwetten.com and let me know what they reply will be.
Da, poslao sam sve.
Zapravo, samo trebate vidjeti igru. 10.03 onda vidite da me igra izbacila i da se besplatne igre nisu igrale do kraja, kako mogu bez upozorenja dokazati ko me je izbacio.
Yes I sent everything.
Actually, you just need to see the game. 10.03 then you see that the game threw me out and that the free games were not played to the end, how can I prove who the game threw me out without warning.
Ja hab alles geschickt.
Eigentlich sie brauchen nur den spiel verlauf sehen von. 10.03 dann sehen sie dass das Spiel mich raus geschmissen hat und das die Frei Spiele nicht zuende gespielt worden sind, wie soll ich nachweissen wen das spiel mich ohne vorwahrnung raus geschmissen hat.
Ako ispravno provjerite u Casio, sigurno ćete saznati u čemu je pogreška. I mogli bi sa sigurnošću vidjeti da me je igra izbacila i da sam pokušao ući, ali igra nije išla.
If you check correctly at Casio, you will surely find out what the error is. And they would be able to see for sure that the game kicked me out and that I tried to get in but the game didn't go.
Wen sie bei Casio richtig überprüfen dann werden sie auf die Fehler sicher drauf kommen. Und sie wrrden sicher sehen können dass das Spiel mich raus geschmissen hat und das ich versucht habe rein zu kommen, aber das Spiel nicht gegangen ist.
zdravo
Ne, sada je tačno 39 dana.
Čekao sam 39 dana i do sada još uvijek nisam imao uspjeha niti odgovora.
Možete li me možda ponovo pitati kako to izgleda?
Hvala unaprijed
Hello
No, it is now exactly 39 days.
I have been waiting for 39 days and so far still no success and no answer.
Can you maybe ask me again how it looks like?
Thanks in advance
Hallo
Nein, es sind jetzt genau 39 Tagen vorbei.
Ich warte seit 39 Tagen und bis jetzt noch immer kein Erfolg und kein antwort.
Können Sie vielleicht für mich bitte nochmal nachfragen wie es auschaut?
Danke in Vorraus
Zdravo,
To govore više od mjesec dana.
Obično imaju 30 dana i već su puno prešli. Mislite li da će se tamo nešto dogoditi?
Hello,
They have been saying that for over a month.
Normally they have 30 days and they are already much over it. Do you think something will happen there?
Hallo,
Das sagen sie seit über einen Monat.
Normal haben sie 30 Tagen und sie sind schon viel drüber. Glauben sie wird da was?
Zdravo Kinan,
Još uvijek nisam ništa dobio od kasina. Produljujemo tajmer za 7 dana. Ako kasino ne reagira u zadanom roku, prigovor će postati 'neriješen' što može negativno utjecati na njegovu ocjenu.
Hi Kinan,
I still haven't received anything from the casino. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Zdravo Kinan,
Još uvijek se nisam čuo sa kasinom. Sad ću žalbu označiti kao "neriješenu" u našem sistemu. Razumijem da ovo nije zadovoljavajuće rješenje vašeg problema. Međutim, smanjenje rejtinga uzrokovano neriješenim žalbama moglo bi malo ubrzati postupak. Kad nas kasino kontaktira s mogućim rješenjem problema, mi ćemo ponovo otvoriti žalbu i bit ćete obaviješteni e-poštom. U međuvremenu, preporučujem vam da kontaktirate Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) i podnesete im žalbu. To je dobro tijelo za izdavanje dozvola i ima bolje mogućnosti i alate za pomoć igračima. Obavestite me ako vam treba pomoć oko popunjavanja obrasca ili kako je MGA reagovao ako to možete sami učiniti (peter.m@casino.guru). Volio bih da mogu biti od veće pomoći.
Srdačan pozdrav
Peter
Hi Kinan,
I still haven't heard from the casino. I will now mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might help speed up the process a bit. When the casino contacts us with a possible solution to the problem, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
Dragi Kinan1990,
Kazino nam je poslao zapis vaše runde igre od dobavljača igre. Vjerujem da imate i kopiju. Izračunali smo dobitak osvojen iz runde igre, ali oni su bili mnogo niži od 2500 €. Ako je igra zapela nakon toga, bojim se da ne možemo puno učiniti. Situacija bi bila drugačija da su izračunati dobici bili veći prije nego što se problem pojavio. Većina kazina u svojim Ugovorima ima termin, kao što je sljedeći:
„Neočekivani tehnički problemi ili okolnosti izvan kontrole Interwettena, poput tehničkih problema sa nezavisnim dobavljačima, omogućavaju Interwettenu da otkaže oklade i povrati novac igračima. Kada je igra zaglavila u stanju u kojem se ne može završiti, na primjer gubitak veze tokom igranja, Interwetten ima pravo redovno "čistiti" takve oklade i vraćati ulog / ulog na račun igrača. To se vrši na mjesečnoj osnovi. Ako je igra prekinuta ili pobačena na serveru, igraču će biti vraćen novac. "
To znači da kazino ne garantuje dobitak ako se na strani treće strane dogodi tehnički problem. Bojim se da ne možemo ništa drugo učiniti da vam pomognemo s ovim.
Srdačan pozdrav,
Peter
Dear Kinan1990,
The casino sent us the record of your game round from the game provider. I believe you have a copy as well. We calculated the winnings won from the game round but they were much lower than €2500. If the game got stuck after that, I’m afraid there is not much we can do. The situation would be different if the calculated winnings were higher before the problem occurred. Most of the casinos have a term in their T&Cs such as the following:
" Unexpected technical problems or circumstances outside the control of Interwetten such as technical problems with third-party providers allow Interwetten to cancel bets and give refunds to players. Where a game is stuck in a state where it cannot be finished, for example a connection loss while playing, Interwetten has the right to "clean up" such bets at a regular basis and refund the bet/wager to the player’s account. This is performed on a monthly basis. If the game has been aborted or miscarried on the server, the player will be refunded."
This means that the casino doesn’t guarantee the winnings if a technical problem occurs on the side of a third party. I’m afraid there is nothing else we can do to help you with this one.
Best regards,
Peter
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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.