Čak i u 5000 reči biće teško opisati. Imam preko 50 mejlova nazad i unapred sa Luck kazinom i na sreću sam zadržao ceo dosije jer su problemi počeli ubrzo nakon pridruživanja. Mala vremenska linija u tačkama
1. Pridružio se Luck kazinu u nedelju 14. jula. Poslali su mi e-poštu rekavši da sam verifikovan. Igram prilično visoke uloge i napravio sam 2 depozita svaki od £1,100, što je maksimalni pojedinačni depozit koji su, čini se, dozvoljavali na mojoj bankovnoj kartici.
2. Otišao sam na sajt da odem i igram kazino rulet uživo, ali činilo se da provajder igara uživo nije radio i ubrzo nakon toga (još uvek nedelja, 14. jul) dobio sam e-poruku da je moj nalog zatvoren (priložiću ispod). Bio sam iznenađen jer nikada nisam imao račun kod njih, ali sam im rekao da sam ranije imao problema sa kockanjem i cenio sam njihov stav, pa ću povući svoja sredstva (dokaz ispod)
3. Ponovo sam se prijavio na svoj nalog nakon ove e-pošte i izvršio potpuno povlačenje £2,200
4. Učitavam svu KIC kopiju vozačke dozvole, bankovni izvod koji pokazuje račun sa kojeg je uplaćen depozit, dokaz o sredstvima i evo gde su problemi nastali
5. Unazad i napred od njih koji su prihvatali i verifikovali, a zatim tražili nešto drugo, tražili su moju poresku prijavu poslao sam na PDF stranici da se pokaže sa mojom adresom koju su prihvatili, a zatim su pisali da žele svaku stranicu poreske prijave
Tražili su PDF mog naloga koji sam koristio da izvršim transakciju za Luck koji sam poslao, a zatim su odobrili, ali su onda rekli da žele sve stranice iz poslednja 3 meseca izjava (imam sve ove dokaze da pokažem Casino Guru-a).
6. 2 dana kasnije dobijem e-poštu od Luck-a u kojoj kaže da su vratili £2,200 na moj nalog jer moram da igram i kladim najmanje £2,200 prema uslovima i odredbama, pišem nazad rekavši apsolutno ne jer su moj nalog zatvorili i nisam imao puno poverenje da sada igram pošto sam dobio početno zatvaranje naloga, onda sam se vratio na račun video sam da su poništili moje povlačenje i da je 2,200 funti vraćeno na moj račun igrača pa sam ponovo povukao novac nadajući se da će sreća razumeti igrača nikada ne bi koristio svoja sredstva ako bi kompanija rekla da je njihov račun zatvoren.
7. Povlačenje je ponovo na čekanju i razni KIC e-poruci su ponovo počeli da verifikuju i govore prihvaćeno (prema snimcima ekrana koje ću dati u nastavku), a zatim jednostavno iz levog polja govoreći da im treba još jedna stvar!! Ipak, moj monvi je bio u čekanju povlačenja po drugi put
8. Propustio sam poziv u četvrtak 18. jula sa broja i primio sam e-poruku od Lucka da su pokušali da me pozovu iz određenog tima. Kao što možete videti iz mojih dokaza na snimku ekrana, pokušao sam da pozovem broj 9 puta!!! Preko 2 dana i vratio sam ih rekavši molim vas, pozovite, ali od Luck-a se apsolutno ništa nije vratilo
9. U petak 19. i napisao sam e-poruku sa svog naloga Casink Guru-u da zapravo zatražim pomoć sa ovom kompanijom dok vidim vaš proces pridruživanja, ali imam toliko e-poruka i dokaza da je bolje da ih pokažem i otpremim nekome direktno nego forum za žalbe
10. U subotu 20. jula dobijam još jednu e-poštu u kojoj se kaže da su greškom zatvorili nalog i da je otvoren za korišćenje i morao sam da uložim 2.200 funti (ovo je bilo 4 dana nakon što je njihov prvi mejl pitao isto) i još jednom sam video da su imao cancellevimi povlačenje i vratio novac na račun igrača.
I još jednom sam im pisao rekavši da ne mogu da verujem ovom sajtu, oni još uvek nisu ni verifikovali moj KIC uprkos tome što sam im dao sve, apsolutno nisam hteo da igram na sajtu koji zatvara nalog, a zatim kaže nedelju dana kasnije da je greška i takođe kompanija koja je upravo otkazala moje treće povlačenje iznosa mog depozita.
11. Nedelja, 21. jul video sam novac koji više nije na čekanju i nije na računu igrača i pitao sam Luck da li to znači da sam sada verifikovan i povlačenje je obrađeno...(bez odgovora ceo dan i bez odgovora iz moje večernje poruke juče ponovo imam sve dokaz)
Jednostavno ne mogu da razumem ili shvatim šta oni rade!!
To je stresno i zabrinjavajuće i osećam se ranjivo što sam im dao toliku masu KIC-a
Molim vas pomozite samo želim da dodam da sam ispod privukao neke snimke ekrana zatvaranja naloga, obrađenih povlačenja, a zatim poništenja itd., ali mi nije dozvolilo da priložim sve kao datoteke prevelike, pa vas molim da sa zadovoljstvom pitate da li vam treba još nešto
Srdačan pozdrav
Marc
Even in 5000 words will be hard to describe. I have over 50 emailsback and forward with Luck casino and fortunately i have kept the whole dossier as the problems started soon after joining. A small timeline in bullet points
1. Joined Luck Casino Sunday 14th July. They sent me email saying i was verified. I play pretty highstakes and made 2 deposits each of £1,100 which is maximum single depost they seemed to allow on my bank card.
2. I went onto the site to go and play live casino roulette but the live games provider didnt seem to work and shortly after (Still Sunday 14th July) i got an email saying my account had been closed(i will attach below). I was suprised as i didn't ever have an account with them but i did tell them that i had previoua issues with gambling and appreciated their stance so i will withdrawal my funds(evidence below)
3. I logged back into my account after this email and made a full withdrawal of the £2,200
4. I upload all KYC copy of drivers license, bank statement showing account that deposit made from, proof of funds and here was where the troubles piralled
5. Backwards and forwards of them accepting and verifying then askingfor something else, they asked for my tax return i sent in PDF page to show with my address they acceoted then wrote back saying they want every page of tax return
They asked for PDF of my accojnt i ised to make transaction for Luck i sent then they approved but then said they want all pages from last 3 months of statements(i have all this evidence to show Casino Guru).
6. 2 days later get an email from Luck saying they have put the £2,200 back into my account because i need to play and wager at least £2,200 as per terms and conditions i write back saying absolutely not as my account was closed by them and i didnt ahve full trust to now play having received an initial accounts closure i then went back onto account saw they had reversed my withdrawal and that £2,200 was back into my player account so i again withdrew the money hoping that Luck will understand a player would never use his/her funds if told by a company that their account is closed.
7. The withdrawal went back into pending and the various KYC emails started again verifying and saying accepted(as per screesnhots i will provide below) and then simply out of left field saying they need one more thing!! Still my monwy was in pending withdrawals for a second time
8. I missed a call on Thursday July 18th from a number and received an email from Luck saying they had tried to call me from a certain team. As you can see from my screenshot evidence i tried calling number back 9 times!!! Over 2 days and enaiked them back saying please call but absolutely nothing came back from Luck
9. On Friday 19th and wrote an email from my account to Casink Guru to actually ask for help with this company as i coukd see your joining process but i have so many emails and evidence i felt better to show and upload to someone directly rather than complaints forum
10. On Saturday 20th July i receive another email saying they actually closed the account by mistake and it was open to use and i needed to wager £2,200(this was 4 days after their first email asked the same) and once again i saw they had cancellewimy withdrawal and put the money back into player account.
Í once again wrote to them saying i cannot trust this site they still not even verified my KYC despite me giving them everything there was absolutely no way i wanted to play on a site that closes an account and then says a week later its a mistake and also a company who had just cancelled my 3rd withdrawal of my deposit amount.
11. Sunday July 21st i saw money not in pending anymore and not in player account and asked Luck does this mean i am now verified and withdrawal processed...(no reply all day snd no reply from my evening messge yesterday again i have all evidence)
I just cannot understand or comprehend what are they doing!!
Its stressful its worrying and i feel vulnerable having given them such a mass of KYC
Please help just wanted to add that below i have atrached some screenshots of account closure, processed withdrawals then being overturned etc but it didn't allow me to attach everything as files too big so please pleaee with pleasure ask if you need anything else
Kind Regards
Marc
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