NaslovnaPritužbeLibrabet Casino - Nalog igrača je blokiran sa povlačenjem na čekanju.
Librabet Casino - Nalog igrača je blokiran sa povlačenjem na čekanju.
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Iznos:
528 €
Librabet Casino
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Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
Poslato:
01/08/2024
|
Slučaj je zatvoren : 06/09/2024
Slučaj je zatvoren
Naša presuda
Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 2 meseci
Prevod
The player from Greece had been unable to log in to his casino account, which had been blocked despite completed verification, and had a pending withdrawal. The casino stated that the account was closed due to failed identification and that all winnings were confiscated. The player had provided evidence of his identity and the legitimacy of his deposits. However, the casino did not respond with any evidence of fraudulent activity, leading to the complaint being closed as unresolved. The Complaints Team expressed regret over the situation and indicated that the unresolved status might have prompted the casino to reconsider its decision. Ultimately, the casino provided evidence of the suspected fraudulent activity, and the complaint was rejected as the team could not assist further.
Igrač iz Grčke nije mogao da se prijavi na svoj kazino nalog, koji je blokiran uprkos završenoj verifikaciji, i čekalo ga je povlačenje. Kazino je naveo da je račun zatvoren zbog neuspele identifikacije i da je sav dobitak zaplenjen. Igrač je pružio dokaze o svom identitetu i legitimnosti svojih depozita. Međutim, kazino nije odgovorio sa bilo kakvim dokazima o lažnim aktivnostima, što je dovelo do zatvaranja žalbe kao nerešene. Žalbeni tim je izrazio žaljenje zbog situacije i ukazao na to da je nerešen status možda podstakao kazino da preispita svoju odluku. Na kraju, kazino je pružio dokaze o sumnji na prevarnu aktivnost, a žalba je odbijena jer tim nije mogao dalje da pomogne.
Kada pokušam da se prijavim, piše da je moj nalog blokiran. Imam povlačenje na čekanju. Verifikacija je završena, ali moj nalog je još uvek zaključan.
When I try to log in, it says that my account has been blocked. I have a pending withdrawal. The verification has been completed, but my account is still locked.
οταν παω να συνδεθω μου λεει οτι ο λογαριασμος μου εχει αποκλειστει. Εχω ανοιχτη αναληψη. η ταυτοποιηση εχει γινει αλλα μου ειναι κλειστος ο λογαριασμος
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Možete li da navedete kada je tačno vaš nalog blokiran? Da li je to bilo odmah nakon što ste podneli zahtev za povlačenje ili nakon verifikacije vašeg naloga?
Da li ste primili bilo kakvu e-poštu od kazina nakon što vam je nalog onemogućen? Ako imate, prosledite mi ih na veronika.l@casino.guru .
Kada ste poslednji put komunicirali sa korisničkom podrškom i o čemu se radi?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear gerasimoskioukas,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly your account was blocked? Was it right after you submitted your withdrawal request or after the verification of your account?
Have you received any emails from the casino after your account was disabled? If you have, please forward them to me at veronika.l@casino.guru.
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Zahtev za povlačenje je podnet pre 2 dana. Odmah nakon toga zatraženo mi je identifikacija i jutros sam video da su mi sva dokumenta prihvaćena. Posle nekog vremena ušao sam da proverim da li je moje povlačenje odobreno i kada sam pokušao da se prijavim pojavila se poruka da je nalog deaktiviran. Nisam dobio nikakvu informaciju o ovome. Kontaktirao sam podršku za ćaskanje uživo i rekli su mi da je nalog onemogućen administrativnom odlukom.
The withdrawal request was made 2 days ago. Immediately after that I was asked for identification and this morning I saw that all my documents were accepted. After a while I went in to check if my withdrawal was approved and when I tried to log in a message appeared that the account has been deactivated. I have not received any information about this. I contacted support live chat and they told me that the account has been disabled by administrative decision and suggested that I request more information by emailing the company. I emailed them and asked for an explanation but have yet to receive a response.
Το αίτημα ανάληψης έγινε πριν 2 ημέρες. Αμέσως μετά μου ζητήθηκε ταυτοποίηση και σήμερα το πρωί είδα πως όλα τα έγγραφα μου έγιναν αποδεκτά. Μετα από λίγο μπήκα να τσεκάρω εάν εχει εγκριθεί και η ανάληψη μου και όταν προσπάθησα να συνδεθώ εμφανίστηκε μήνυμα πως ο λογαριασμός έχει απενεργοποιηθεί. Δεν έχω λάβει καμία ενημέρωση σχετικά. Εγώ επικοινώνησα με το support live chat και μου είπαν πως ο λογαριασμούς έχει απενεργοποιηθεί με διοικητική απόφαση και μου πρότειναν να ζητήσω περισσότερες πληροφορίες στέλνοντας email στην εταιρία. Τους έστειλα και ζήτησα εξηγήσεις αλλά δεν έχω λάβει ακόμα κάποια απάντηση.
Odgovorili su na moju e-poštu i obavestili me da su zatvorili moj nalog jer mi nije uspela autentifikacija. Ne mogu da razumem kako je propala identifikacija pošto sam poslao ono što su me pitali i naravno da je bilo validno!! Mogu vam poslati tačno ono što sam im poslao da vidite sami.
„Dragi GK,
Hvala vam što ste kontaktirali naš tim za korisničku podršku.
Imajte na umu da je vaš nalog zatvoren nakon što nije prošao proces verifikacije, u skladu sa našim uslovima i odredbama, posebno tačkom 9.1. Kao rezultat toga, svi dobici su odbijeni.
Sa zadovoljstvom vas obaveštavamo da je povraćaj vašeg poslednjeg depozita uspešno obrađen. Odgovarajući iznos je već uplaćen na račun sa kojeg je izvršen depozit.
Cenimo vaše razumevanje i saradnju.
Ako imate dodatnih pitanja, slobodno nas kontaktirajte putem e-pošte support@Librabet.com ili putem ćaskanja uživo.
Iskreno Vaš,
korisnički servis"
They replied to my email and let me know that they closed my account because my authentication failed. I can't understand how the identification failed since I sent what they asked me and of course it was valid!! I can send you exactly what I sent them so you can see for yourself.
"Dear GK,
Thank you for contacting our Customer Support team.
Please be advised that your account has been closed after failing the verification process, in accordance with our Terms and Conditions, specifically point 9.1. As a result, all winnings have been deducted.
We are pleased to inform you that the refund of your last deposit has been successfully processed. The corresponding amount has already been credited to the account from which the deposit was made.
We appreciate your understanding and cooperation.
If you have additional questions, please feel free to contact us via email support@Librabet.com or via Live Chat.
Yours sincerely,
customer service"
Μου απάντησαν στο email και με ενημερώνουν πως έκλεισαν τον λογαριασμό μου επειδή απέτυχε η ταυτοποίησή μου. Δεν μπορώ να καταλάβω πως απέτυχε η ταυτοποίησή εφόσον οτι μου ζήτησαν του το έστειλα και φυσικά ήταν έγκυρο!! Μπορώ να σας στείλω οτι ακριβώς έστειλα και σε εκείνους για να το διαπιστώσετε και μόνοι σας.
"Dear G. K. ,
Thank you for contacting our Customer Support team.
Please be advised that your account has been closed after failing the verification process, in accordance with our Terms and Conditions, specifically point 9.1. As a result, all winnings have been deducted.
We are pleased to inform you that the refund of your last deposit has been successfully processed. The corresponding amount has already been credited to the account from which the deposit was made.
We appreciate your understanding and cooperation.
If you have additional questions, please feel free to contact us via email support@Librabet.com or via Live Chat.
Zdravo. Profit je takođe dolazio iz mog sopstvenog novca, ali sam takođe učestvovao u nekim bonusima za sportsko klađenje. Ali poenta je da se oni ne fokusiraju na klađenje već na identifikaciju mog naloga. Kažu da su mi zatvorili nalog jer nisu mogli da me identifikuju kada sam im poslao dokument koji su tražili. Vratili su mi samo poslednji depozit za to vreme (50 €). Moji ukupni depoziti su bili 160 €, a ukupan iznos koji sam imao na svom računu kada je zatvoren bio je 528 €
U novom imejlu sam im poslao tražeći detaljno objašnjenje šta je pošlo po zlu i zatvorili su moj nalog i nikada nisu odgovorili.
Hello. The profits also came from my own money but I also participated in some sports betting bonuses. But the point is that they don't focus on betting but on identifying my account. They say they closed my account because they couldn't identify me when I sent them the document they asked for. They only returned my last deposit for the time (€50). My total deposits were €160 and the total amount I had in my account when it was closed was €528
In a new email I sent them asking for a detailed explanation of what went wrong and they closed my account they never responded.
Γειά σας. Τα κέρδη προήλθαν και απο δικά μου χρήματα αλλά συμμετείχα και σε κάποια μπόνους σε αθλητικά στοιχ΄ήματα. Το θέμα είναι όμως οτι αυτοί δεν εστιάζουν στα στοιχήματα αλλά στην ταυτοποίηση του λογαριασμού μου. Λένε πως έκλεισαν τον λογαριασμό μου επειδή δεν μπόρεσαν να με ταυτοποιήσουν ενώ τους έστειλα οτι έγγραφο μου ζήτησαν. Μου επέστρεψαν μ΄΄όνο την τελευταία μου κατάθεση για την ώρα (50€). Οι συνολικές μου καταθέσεις ήταν 160€ και το συνολικό ποσό που είχα στον λογαριασμό μου όταν τον έκλεισαν ήταν 528€
Σε νέο email που τους έστειλα και ζητάω αναλυτικές εξηγήσεις για το τι έφταιξε και έκλεισαν τον λογαριασμό μου δεν απάντησαν ποτέ.
Hvala vam puno, gerasimoskioukas, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@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, gerasimoskioukas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
Hvala vam gerasimoskioukas što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih zamolio Librabet kazino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo zašto je igraču blokiran račun i zaplenjen dobitak.
Hvala vam!
Hello there,
Thank you gerasimoskioukas for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Librabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.
Želimo da vas ljubazno obavestimo da u skladu sa našim Uslovima i odredbama 9.1 „uključivanje u bilo kakve lažne aktivnosti, uključujući, bez ograničenja, korišćenje bilo koje kreditne/debitne kartice ili drugih načina plaćanja ili sredstava koja ne pripadaju vama, u slučajevima kada su sredstva povučena/ osporeno" vaš nalog je zatvoren.
Za to je oduzet dobitak i vraćen depozit.
Srdačan pozdrav,
Služba za korisnike
Dear Customer,
We would like to kindly inform you that according to our Terms and Conditions 9.1 "engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed" your account has been closed.
For that, the winnings were deducted and the deposit was refunded.
Hvala vam na odgovoru Librabet Casino kazino. Da li bi bilo moguće da mi pružite dokaze o lažnim aktivnostima? Sve informacije možete proslediti na moju e-poštu. ( peter.c@casino.guru ) Hvala unapred!
Thank you for the response Librabet Casino casino. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!
Ovde želim ponovo da istaknem da je kartica sa kojom sam napravio tri depozita na moje ime i mogu da pružim sve potrebne dokaze i Librabetu i Casino Guruu.
Here I want to point out again that the card with which I made the three deposits is in my name and I can provide all the necessary proofs to both Librabet and Casino Guru.
Εδώ θέλω να επισημάνω ξανά πως η κάρτα με την οποία έκανα τις τρείς καταθέσεις είναι στο όνομά μου και μπορώ να προσκομίσω όλα τα απαραίτητα αποδεικτικά και στην Librabet και στο Casino Guru.
Peter, poslao sam ti sve podatke koje sam poslao i librabetu za identifikaciju osobe, adrese i kartice sa koje sam izvršio depozite.
Peter, I have sent you all the information that I also sent to librabet for the identification of person, address and card with which I made the deposits.
Peter σου έχω στείλει όλα τα στοιχεία που έστειλα και στην librabet για την ταυτοποίηση προσώπου, διεύθυνσης και καρτας με την οποία έκανα τις καταθέσεις.
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.
Poštovani gerasimoskioukas , kazino mi nije dostavio dokaze tako da sam, nažalost, primoran da zatvorim žalbu kao nerešenu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi da pomogne da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear gerasimoskioukas, the casino has not provided me with the evidence so unfortunately I am forced to close the complaint as unresolved. 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, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.
Ponovo smo otvorili ovu žalbu na zahtev Librabet kazina. Želeli bismo da dozvolimo ovom slučaju još jednu šansu da se reši i pomognemo obema uključenim stranama da donesu zadovoljavajući zaključak.
We’ve reopened this complaint at the request of Librabet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Ok, nažalost nemam vesti od Librabeta. Da li su vas kontaktirali? Ne razumem zašto ništa nisu preduzeli pošto su tražili da se stvar ponovo otvori. Verovatno je to taktika da se izbegne smanjenje rezultata zbog neodgovorenih žalbi.
Ok, unfortunately I have no news from Librabet. Have they contacted you? I don't understand why they haven't taken any action since they asked for the matter to be reopened. It's probably a tactic to avoid having their score reduced by unanswered complaints.
Ακοκα δυστυχώς δεν έχω κανένα νέο από τη Librabet. Μήπως έχουν έρθει σε επικοινωνία με εσάς; Δεν καταλαβαίνω το λόγο που δεν προβαίνουν σε κάποια ενέργεια από τη στιγμή που ζήτησαν να ανοίξει ξανά το θέμα. Λογικά είναι τακτική για να αποφεύγουν τη μείωση της βαθμολογίας τους από ανεπίληπτα παράπονα.
Dobro jutro. Ima li pomaka po tom pitanju? Da li su izneli dokaze koji pokazuju da zapravo nisu mogli da me identifikuju? Peter, mogu ti poslati sve što ti treba u vezi identifikacije mog naloga!
Good morning. Are there any developments on the matter? Have they produced evidence to show that they were actually unable to identify me? Peter, I can send you everything you need regarding the identification of my account!
Καλημέρα. Υπάρχει καμία εξέλιξη σχετικά με το θέμα; Έχουν προσκομίσει στοιχεία στα οποία δείχνουν πως δεν μπόρεσαν πράγματι να με ταυτοποιήσουν ; Πέτρο μπορώ να σου στείλω ότι χρειαστείς σχετικά με την ταυτοποίηση του λογαριασμού μου!
Hvala vam što ste mi dali dokaze predstavnika Librabet kazina .
Poštovani gerasimoskioukas , kao što je kazino objasnio, vaš nalog je zatvoren zbog angažovanja u bilo kakvim lažnim aktivnostima, konkretno, korišćenja sredstava koja ne pripadaju vama. Ovo se nažalost smatra dosluhom i zabranjeno je u većini kazina u industriji i ne savetujem takvo ponašanje u budućnosti. Imajući to na umu, nismo u mogućnosti da vam dodatno pomognemo i primorani smo da odbijemo vašu žalbu. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
srdačan pozdrav,
Peter
Thank you for providing me with the evidence Librabet Casino representative.
Dear gerasimoskioukas, as the casino explained your account had been closed due to engaging in any fraudulent activities, specifically, using funds not belonging to you. This is unfortunately considered collusion and is prohibited in most casinos in the industry and I advise against such behaviour in the future. With that in mind, we're unable to assist further and are forced to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
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