Dragi kazino Jokabet,
Kao što sam već napomenuo, potpuno razumem da problem sa „izgubljenim" sredstvima potiče od toga što je banka igrača odbila sredstva, što je spoljni faktor koji je van vaše direktne kontrole. Međutim, moram ponoviti da kao pošiljalac, vaš tim ima odgovornost — i mogućnost — da povuče transakciju ili da sarađuje sa vašim procesorom plaćanja kako bi to ispravio. Igrač ovde ne može apsolutno ništa da učini. Vi i samo vi morate da rešite ovo. Ako vaši interni procesi nisu optimizovani za takve scenarije, zašto bi vaš kupac trebalo da oseća posledice?
Dugotrajno kašnjenje je dovelo igrača u izuzetno frustrirajući položaj. Uprkos njihovom strpljenju, sredstva još uvek nisu stigla na njihov račun. Još jednom moram da ponovim da je 25. marta 2025. u 15:25, prema vašem tadašnjem odgovoru, otkriveno da je banka igrača odbila sredstva. Čak i nakon više od tri meseca, problem ostaje nerešen.
U ovom trenutku, stalno odsustvo rešenja dostiglo je nepodnošljiv nivo, što me je navelo da se uzdržim od odbacivanja uverenja igrača da bi ovo mogla biti namerna strategija sa vaše strane. Većina vodećih kazina je sposobna da reši takve okolnosti na znatno efikasniji i brži način.
Pošto niste uspeli da rešite problem uprkos mom poslednjem obaveštenju, sada ću nastaviti sa zatvaranjem ovog slučaja kao nerešenog , što će negativno uticati na vašu ocenu bezbednosti kazina.
Dragi Vkijeranc,
Uprkos našem saznanju da rešavanje ovakve situacije, nažalost, može potrajati dugo, i razumemo da tim kazina nema direktnu kontrolu nad ovim, međutim, kao pošiljalac, njihov tim ima odgovornost – i mogućnost – da povuče transakciju ili da tesno sarađuje sa svojim procesorom plaćanja kako bi to ispravio.
Dugo vreme koliko problem nije rešen uprkos našim redovnim praćenjima je daleko od efikasnog i blagovremenog rešenja koje očekujemo od uglednog, visoko ocenjenog kazina.
Zatvoriću slučaj kao nerešen . To neće samo negativno uticati na ocenu bezbednosnog indeksa kazina, već će poslužiti i kao upozorenje za druge igrače.
Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, pad ocene uzrokovan nerešenim žalbama mogao bi pomoći u promeni pristupa kazina. Ako kazino odluči da reaguje i konačno uspe da vam vrati sredstva, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Ako želite da dalje nastavite sa svojim slučajem, slobodno kontaktirajte nadležne organe u vašoj zemlji ili se obratite Odboru za kontrolu igara na sreću Kurasaa (GCB) putem ovog kontaktnog formulara . Iako GCB zvanično ne rešava sporove između igrača i operatera igara na sreću, oni i dalje mogu da pomognu, pa vredi pokušati.
Molim vas, javite mi da li su odgovorili i kako su michal.k@casino.guru ako pokušate ovu opciju.
Žao mi je što nisam mogao biti od veće pomoći ovom prilikom.
Srdačan pozdrav,
Mihal
Kazino Guru
Dear Jokabet Casino,
As I previously mentioned I completely understand that the issue with the "lost" funds originates from the player’s bank refusing the funds, an external factor that is beyond your direct control, however, I must reiterate that as the sender, your team holds the responsibility—and the ability—to recall the transaction or work with your payment processor to rectify this. The player can do absolutely nothing here. It is you and only you who must resolve this. If your internal processes are not optimised for such scenarios, why should your customer feel the consequences?
The prolonged delay has placed the player in an extremely frustrating position. Despite their patience, the funds have yet to arrive in their account. I once again must reiterate that it was revealed on 25 Mar 2025 at 15:25, according to your response at that time, that the player's bank had refused the funds. Even after more than three months, the issue remains unresolved.
At this juncture, the persistent absence of resolution has reached an intolerable level, leading me to refrain from dismissing the players' beliefs that this could be a deliberate strategy on your part. The majority of leading casinos are capable of addressing such circumstances in a significantly more efficient and prompt fashion.
Since you failed to resolve the issue despite my last notification, I will now proceed with closing this case as unresolved, and it will have a negative effect on your casino safety index rating.
Dear Vkieranc,
Despite our knowledge that situations like this can, unfortunately, take a long time to resolve, and we do understand the casino team is not in direct control over this, however, as the sender, their team holds the responsibility—and the ability—to recall the transaction or work closely with their payment processor to rectify this.
The long time the issue was not resolved despite our regular follow-ups is far from the effective and timely resolution we expect from a reputable, high-rated casino.
I will close the case as unresolved. It will not only negatively affect the casino's safety index rating, but it will also serve as a warning for other players.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and finally manages to get the funds to you, we will reopen the complaint, and you will be notified by email.
If you want to pursue your case further, you are free to contact the relevant authorities in your country or reach out to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.
Please let me know if and how they responded at michal.k@casino.guru if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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