Igrač iz Njemačke ima poteškoća tražeći transkript chata uživo koji bi dokazao da je tražio samoisključenje. Na kraju smo odbacili žalbu jer nema dokaza koji potkrepljuju tvrdnje igrača.
The player from Germany is experiencing difficulties requesting the live chat transcript that would prove that he asked for a self-exclusion. We ended up rejecting the complaint because there is no evidence to support the player's claims.
Igrač iz Njemačke ima poteškoća tražeći transkript chata uživo koji bi dokazao da je tražio samoisključenje. Na kraju smo odbacili žalbu jer nema dokaza koji potkrepljuju tvrdnje igrača.
Dobar dan,
kazino odbija izdati kopiju historije chata sa podrškom, nije bilo vidljivo kako to mogu spremiti, također nisam bio obaviješten da bih to mogao nekako sačuvati.
Good day,
the casino refuses to issue a copy of the chat history with the support, it was not visible how I can save it, also I was not informed that I could somehow save it.
Guten Tag,
das Casino weigert sich eine Kopie vom Chatverlauf mit dem Support auszustellen, es war nicht einsehbar wie ich diesen speichern kann, ebenfalls wurde ich nicht drauf hingewiesen das ich diesen irgendwie speichern könnte.
Dragi Aroslav,
Hvala vam puno što ste podnijeli svoju žalbu. Žao mi je što čujem o vašem problemu. Nažalost, ne mogu vam pomoći u ovom slučaju na osnovu trenutnog opisa događaja i trebat će mi definitivno više informacija. Možete li, molim vas, pojasniti? Zašto ste pokušavali da dobijete svoju istoriju ćaskanja uživo?
Nadam se da ćemo vam pomoći da riješite svoj problem što je prije moguće. Radujemo se što ćemo vas čuti.
Srdačan pozdrav,
Petronela
Dear Aroslav,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Why you have been trying to obtain your live chat history?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Ne, ne treba mi razlog. Međutim, imajte na umu da ako kasino ne nudi ovu mogućnost, ništa ne možemo učiniti da to promijenimo. Svim opcijama za funkcionalnost chata uživo obično upravlja kompanija koja je aplikaciju dostavila kockarnici.
No, I don’t need the reason. However, please understand that if the casino doesn’t offer this possibility, there’s nothing we can do to change it. All the options for the live chat functionality are usually managed by the company which provided the application to casino.
Obratite se operateru jer sam otkrio da više ne želim igrati i bojim se ovisnosti o kockanju i daljnjih gubitaka, pa mi kasino nije blokirao račun i prokockao sam mnogo novca.
Please contact the operator, because I have disclosed that I no longer want to play and am afraid of gambling addiction and further losses, so the casino did not block my account and I gambled away a lot of money.
Bitte kontaktieren Sie die Betreiber, denn ich habe offen gelegt das ich nicht mehr spielen möchte und Angst vor Spielsucht und weiteren Verlusten habe, daraufhin hat das Casino meinen Account nicht blockiert und ich verspielte viel Geld.
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Ako se želite sami isključiti iz kockarnice, preporučio bih da pošaljete e-poruku sa svim bitnim podacima na adresu support@luckybull.com . Na ovaj način imat ćete dokaz o takvoj radnji. U zahtjevu navedite koliko dugo želite da vaš račun bude zatvoren i jasno navedite razlog. Osim toga, e -poruka „Predmet" treba biti jasno označena i lako prepoznatljiva jer kasino podrška prima mnogo zahtjeva dnevno, pa ako je vidljivo označena, imate veće šanse da vaš zahtjev bude odobren što je prije moguće.
If you wish to self-exclude yourself from the casino I would recommend sending an email including all the relevant information to support@luckybull.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Dobar dan,
hvala na odgovoru, međutim, to ne rješava moj trenutni problem. Trebala bi mi istorija razgovora. Kasino ne želi da mi ga pošalje.
Good day,
thank you for your answer, however, it does not solve my current problem. I would need my chat history. The casino does not want to send it to me.
Guten Tag,
danke für Ihre Antwort jedoch löst es nicht mein derzeitiges Problem. Ich bräuchte meinen Chatverlauf diesen will mir das Casino nicht schicken.
Da bih to ubrzao, položio sam 900 € u koracima od 50 € u Luckybull, a zatim sam napisao podršci da više ne želim igrati, bojim se ovisnosti o kockanju i daljnjih gubitaka, podrška mi je ponudila bonus umjesto blokiranja moj račun . Odbio sam bonus. Dan kasnije prijavio sam se da vidim je li mi račun za igre blokiran, nije i položio sam više novca, ukupan gubitak od 3305 €. Zaštita igrača nije zanemarena. Pisao sam kockarnici tražeći povrat novca i istakao zaštitu igrača, povrat novca je odbijen. Jednostavno mislim da nije u redu ponuditi bonus i natjerati igrača da nastavi igrati i zanemariti zaštitu igrača. Onda nemojte slati kopiju povijesti chata jer znaju da je kasino pogriješio. Gdje su ovdje zaštita i pravičnost igrača?
To speed it up, I deposited € 900 in € 50 steps at Luckybull, then I wrote to the support that I no longer want to play, I'm afraid of gambling addiction and further losses, the support offered me a bonus instead of blocking my account . I declined the bonus. The day later I logged in to see if my gaming account was blocked, it wasn't and I deposited more money, total loss of 3305 €. Player protection was disregarded. I wrote to the casino asking for a refund and pointed out the player protection, refund was refused. I just don't think it's okay to offer a bonus and get the player to keep playing and ignore player protection. Then don't send the copy of the chat history because they know the casino made a mistake. Where is the player protection and fairness here?
Um es zu beschleunigen, ich habe 900€ in 50€ Schritten bei Luckybull eingezahlt, daraufhin habe ich den Support angeschrieben das ich nicht mehr spielen möchte Angst vor Spielsucht und weiteren Verlusten habe, der Support hat mir einen Bonus angeboten, anstatt mein Konto zu sperren. Ich habe den Bonus abgelehnt. Tag später habe ich mich angemeldet um zu sehen ob mein Spielkonto gesperrt ist, war es nicht und ich habe noch mehr Geld eingezahlt, Verlust insgesamt von 3305€. Spielerschutz wurde missachtet. Habe das Casino angeschrieben und um Rückerstattung gebeten und auf den Spielerschutz hingewiesen, Rückerstattung wurde abgelehnt. Ich finde es einfach nicht in Ordnung einen Bonus anzubieten und den Spieler dazu bringen weiter zu spielen, und den Spielerschutz ignorieren. Dann die Kopie des Chatverlauf nicht senden, weil die genau wissen dass das Casino einen Fehler gemacht hat. Wo ist hier der Spielerschutz und die Fairness?
Da li sam dobro shvatio da bi sporni iznos trebao biti 2.405 €? To su vaši depoziti položeni nakon što ste uživo obavijestili o svojoj namjeri da zatvorite račun, je li to tačno?
Možemo kontaktirati kockarnicu i zatražiti njihovo mišljenje, ali imajte na umu da ne može svako odjeljenje blokirati vaš račun i bit će to vrlo težak zadatak pregovarati jer nemate potkrepljujuće dokaze.
Do I understand correctly that the disputed amount should be €2,405? Those are your deposits placed after you informed the live chat about your intention to close the account, is that correct?
We can contact the casino and ask for their standpoint, but please understand that not every department can block your account and it will be a very difficult task to negotiate since you have no supporting evidence.
Da, sporni iznos je tačan, naravno da mi nedostaje dokaz, kazino ne želi da mi pošalje dokaz (istorija razgovora).
Yes, the amount in dispute is correct, of course I am missing the proof, the casino does not want to send me the proof (chat history).
Ja der Streitwert ist richtig, natürlich fehlt es mir der Beweis, den Beweis (Chatverlauf) will mir das Casino nicht senden.
Hvala vam puno, Aroslav, na pružanju svih potrebnih informacija. Sada ću vašu žalbu prenijeti na kolegu Petra koji će vam pomoći. Želim vam svu sreću i nadam se da ćete u bliskoj budućnosti vidjeti da se vaš problem riješi na vaše zadovoljstvo.
Thank you very much, Aroslav, for providing all the necessary information. 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 Aroslav,
Pogledao sam vaš slučaj i razumio situaciju. Kontaktirat ću kazino i vidjeti mogu li vam pomoći. Pozvao bih LuckyBull Casino na razgovor da učestvuje u rješavanju ove žalbe.
Hi Aroslav,
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 LuckyBull Casino to the conversation to participate in the resolution of this complaint.
Željeli bismo zamoliti LuckyBull Casino da odgovori na ovu žalbu. Produžavamo tajmer za 7 dana. Ako kazino ne odgovori u zadanom roku, prigovor će postati „neriješen" što može negativno utjecati na njegovu ocjenu.
We would like to ask LuckyBull 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 što ste mi pomogli, da vidimo hoće li kasino odgovoriti. Kockarnici treba mnogo vremena da odgovori na e -poštu ili ignoriše e -poštu.
Thanks for helping me, let's see if the casino answers. The casino takes a long time to reply to emails or ignores the emails.
Danke das Sie mir helfen, mal sehen ob das Casino antwortet. Auf E-Mails zu antworten braucht das Casino sehr lange oder ignoriert die E-Mails.
Zdravo Aroslav,
Pokušavao sam više puta stupiti u kontakt s kasinom, ali bez uspjeha. Bojim se, nema mnogo toga što se može učiniti bez saradnje sa njene strane. Žalbu ću označiti "neriješenom" u našem sistemu. Shvaćam da ovo nije zadovoljavajuće rješenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano neriješenim pritužbama moglo bi pomoći promjeni pristupa kazinu. Ako kazino odluči reagirati, ponovno ćemo otvoriti žalbu i bit ćete obaviješteni putem e -pošte. U međuvremenu vam preporučujem da kontaktirate Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) i podnesete im žalbu. To je dobar autoritet za licenciranje i ima bolje mogućnosti i alate za pomoć igračima. Javite mi ako vam je potrebna pomoć pri popunjavanju obrasca ili kako je MGA odgovorila ako to možete učiniti sami (peter.m@casino.guru). Volio bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Peter
Hi Aroslav,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. 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
Poštovani korisniče
Opsežno smo pretraživali naše sisteme i u suradnji s našim pružateljem usluga koji pruža kopije Live Chata, žao nam je što vas možemo obavijestiti da zbog integracije sistema s jednom od naših internih platformi nismo uspjeli konsolidirati vaš Live Chat za slanje.
Shvaćamo da vas ovo frustrira i imajte na umu da to svakako nije naša namjera.
Budući da imamo puno igrača s različitim obrascima klađenja, ne možemo zaključiti da li igrač ima bilo kakvu vrstu problema s kockanjem. Zato dajemo mogućnost postavljanja svih vrsta ograničenja našim igračima, kao i mogućnost samoisključivanja kako ne bi morali čekati našu podršku kako bi im pomogli pri zatvaranju računa.
To se može učiniti putem naše stranice za odgovorno igranje i igračima je dostupna od trenutka registracije.
Vaš račun je ostao otvoren sve dok nam niste poslali e -poruku u kojoj se navodi da imate problema s igrama, jer do tog trenutka niste izjavili da imate bilo kakvih problema s igranjem igara.
Žao mi je što vam nismo u mogućnosti dati informacije koje ste htjeli čuti.
Srdačni pozdravi,
Tim za žalbe Lucky Bull
Dear Customer
We have searched extensively in our systems and in collaboration with our service provider who does provide copies of Live Chat, we are very sorry to advise you that due to a systems integration with one of our internal platforms, we were not able to consolidate your Live Chat to send to you.
We understand that this is frustrating for you and please note that this certainly is not in our intention.
Since we have a lot of players with different betting patterns we are not able to conclude when a player has any type of gambling problem. That is why we give the possibility of setting all kinds of limits to our players as well as self exclusion possibility so that they do not have to wait for our support to help them close their account.
This can be done through our responsible gaming page and it is available to the player from the moment they register.
Your account remained open until you have sent us the email stating that you have gaming issues, since you have not stated that you have any kind of gaming issue until that moment.
I am sorry that we are not able to provide you with information you wanted to hear.
Kind regards,
Lucky Bull Complaints Team
Ponovno smo otvorili ovu žalbu prema zahtjevu kazina. Glavni problem, u ovom slučaju, je što praktično nema dokaza. Igrač ne može zaista dokazati da je tražio samoisključivanje, a kasino ne može dokazati da nije. Ni MGA ne može pomoći bez dokaza.
Dragi LuckyBull Casino tim,
Je li moguće ponuditi neku vrstu kompromisa?
We’ve reopened this complaint as per the casino's request. The main problem, in this case, is that there is practically no evidence. The player can't really prove that they asked for a self-exclusion and the casino can't prove that he didn't. The MGA can't really help without a prove either.
Dear LuckyBull Casino team,
Is it possible to offer some sort of compromise?
Dragi Petre,
Nakon svake sesije LiveChat-a nudimo mogućnost da se transkript dostavi putem e-pošte igrača i svi igrači ga mogu koristiti ako ispune svoju e-adresu i kliknu na dugme za slanje.
U ovom trenutku ovo je rješenje za pružanje našim igračima njihove LiveChat prepiske, a ako ih igrači u tom trenutku nisu koristili, nažalost, ne možemo im kasnije dostaviti transkript.
Kada je u pitanju problem kockanja, nudimo našim igračima različite opcije na našim stranicama, poput odgovorne stranice za igre na mreži gdje se mogu odmah isključiti, postaviti ograničenja ili popuniti anketu o problemu kockanja, kao i nekoliko web stranica koje nude pomoć pri takva pitanja.
Također u našim Uvjetima i odredbama, jasno stoji: "Službu za korisnike možete kontaktirati slanjem e -pošte sa ovim detaljima: support@luckybull.com. Condor Group će odgovoriti na zahtjev igrača potvrđujući zatvaranje njegovog računa i datum kada zatvaranje će biti na snazi, u razumnom roku, pod uvjetom da igrač nastavi preuzimati odgovornost za sve aktivnosti na svom računu sve dok mi to zatvaranje ne izvršimo, nakon čega ovaj Ugovor prestaje. ''
Nakon što nam igrač pošalje e-mail, pregledamo njihov zahtjev za zatvaranje što je prije moguće, a kada to učini, obaviještavamo naše igrače o radnjama koje smo poduzeli.
Žao nam je što vam ne možemo pružiti druge informacije, ali kompromis na bilo koji drugi način, nažalost, nije moguć.
Srdačan pozdrav
Tim za žalbe Lucky Bull
Dear Peter,
After every LiveChat session, we offer the possibility of a transcript to be provided over the player's e-mail and all players can use it if they fill up their e-mail address and click on submit button.
At the moment this is the solution we have for providing our players with their LiveChat correspondence and if players didn't use it at that point, unfortunately, we can't provide them with a transcript afterward.
When there is a gambling issue in question, we offer our players different options on our pages, like a responsible gaming page where they can immediately exclude themself, set limits, or fill up a problem gambling survey as well as several websites that offer help with such issues.
Also in our Terms and Conditions, clearly states: "Customer Services may be contacted by sending an email using these details: support@luckybull.com . Condor Group will respond to the Player’s request, confirming closure of his Account and the date on which such closure will be effective, within a reasonable time, provided that a Player shall continue to assume responsibility for all activity on his Account until such closure has been carried out by Us, at which point this Agreement shall be terminated.''
Once a player sends us an e-mail we review their closure request as soon as possible and when it is done we inform our players about the actions we took.
We are sorry that we can't provide you with any other information but the compromise in any other way, unfortunately, is not possible.
Best regards
Lucky Bull Complaints Team
Zdravo Luckybull tim za podršku,
Ne vjerujem ni riječi, odbijate kopirati historiju chata jer ste pogriješili. U online kockarnici zaštita igrača trebala bi biti na prvom mjestu. Ne vjerujem da ni vi više nemate historiju razgovora, u odjeljku 6c propisa o zaštiti podataka pišete da će sva vaša komunikacija biti spremljena.
Vaš agent za podršku prekršio je vaše Opće uslove i odredbe, stav 169. d, prevarivši me da nastavim da se igram sa ponudom da mi da bonus za igru, iako sam ranije napisao da patim od zavisnosti od kockanja. Za vas zaštita igrača nije vaš prioritet.
Mogao bih vam poslati primjer slanjem poruke drugom online kazinu u chatu da sam ovisan o kockanju, a podrška mi odmah blokira račun i ne nudi mi bonus, to se zove zaštita igrača i siguran kazino. Njima je jedino važno da ostvare veliki promet.
U općim uvjetima i odredbama iz stavka 108 ne pišete da se samoisključivanje treba poslati e-poštom.
Takođe zahvaljujem CasinoGuru -u na podršci
Srdačni pozdravi
Hello Luckybull Support Team,
I don't believe a word you say, you refuse to copy the chat history because you made a mistake. At an online casino, player protection should come first. I don't believe you either no longer have the chat history, in the data protection regulations section 6c you write that all communications from you will be saved.
Your support agent violated your General Terms and Conditions Paragraph 169 d by tricking me into continuing to play with the offer to give me a bonus to play, even though I wrote before that I suffer from gambling addiction. For you, player protection is not your top priority.
I could send you an example by texting another online casino in the chat that I am addicted to gambling, and the support immediately blocks my account and does not offer me a bonus, this is called player protection and a safe casino. It is only important to them to generate a large turnover.
In the general terms and conditions under paragraph 108 you do not write that the self-exclusion should be sent by email.
I also thank CasinoGuru for their support
Kind regards
Guten Tag Luckybull Support Team,
ich glaube Ihnen kein Wort, Sie verweigern die Kopie des Chatverlaufes weil Sie einen Fehler gemacht haben. Bei einem Online Casino sollte der Spielerschutz an der Ersten Stelle stehen. Ich glaube Ihnen auch nicht das Sie den Chatverlauf nicht mehr haben, in den Datenschutz Bestimmungen Abschnitt 6c schreiben Sie dass jede Kommunikation von Ihnen gespeichert wird.
Ihr Support-Mitarbeiter hat gegen Ihre Allgemeinen Geschäftsbedingungen Absatz 169 d verstoßen gemacht indem er mich dazu verleitet hat weiter zu spielen, mit dem Angebot mir einen Bonus zum Spielen zu geben, obwohl ich davor geschrieben habe ich leide unter Spielsucht. Bei Ihnen steht der Spielerschutz nicht an erster Stelle.
Ich könnte Ihnen ein Beispiel senden indem ich einem anderen Online Casino im Chat schreibe das ich spielsüchtig bin, und der Support blockiert mein Account sofort und bietet mir nicht einen Bonus an, das nennt man Spielerschutz und ein sicheres Casino. Ihnen ist es nur wichtig einen großen Umsatz zu erzielen.
In den Allgemeinen Geschäftsbedingungen unter Absatz 108 schreiben Sie nicht dass der Selbstausschluss per E-Mail gesendet werden soll.
Ich danke weiterhin CasinoGuru für die Unterstützung
Mit freundlichen Grüßen
Dobar dan,
može li Casino Guru možda isključiti mjerač vremena?
Luckybull više ne reagira na e-poštu, rok prema DSVGO-u, Luckybull nije ispoštovao zahtjev za moje lične podatke.
Srdačni pozdravi
Good day,
can Casino Guru possibly turn the timer down?
Luckybull no longer reacts to e-mails, the deadline according to DSVGO, request for my personal data was not met by Luckybull.
Kind regards
Guten Tag,
kann Casino Guru den Timer eventuell runtersetzen?
Luckybull reagiert nicht mehr auf E-Mails, die Frist nach DSVGO, Anfrage meiner personenbezogenen Daten wurde von Luckybull nicht eingehalten.
Mit freundlichen Grüßen
Dragi Aroslav,
Razgovarao sam o tom pitanju sa našim timom i sa našim menadžmentom. Nažalost, kazino vam ne može poslati transkript razgovora uživo. Međutim, ako ste se zaista htjeli sami isključiti, postojala je mogućnost da napišete e-poruku u kazino ili upotrijebite stranicu za odgovorno igranje. Budući da nemamo dokaza da ste zapravo tražili samoisključivanje, bojim se da vam ne možemo pomoći. Preporučujem da u budućnosti uvijek spremate važne transkripte svojih razgovora i pravilno koristite sve dostupne alate za odgovorno igranje (navedite razlog zašto tražite samoisključivanje itd.) I čekate potvrdu. Kada to učinite, trebali biste imati sve potrebne dokaze koji su vam potrebni. Volio bih da mogu biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear Aroslav,
I discussed the issue with our team and with our management. It is unfortunate that the casino can't send you the transcript of the live chat. However, if you really wanted to self-exclude yourself there was the option to write an email to the casino or use the responsible gaming page. Since we have no evidence that you actually asked for a self-exclusion, I'm afraid, we can't help you. I recommend in the future you always save important transcripts of your chats and use all available responsible gaming tools properly (give the reason why you ask for a self-exclusion etc.) and wait for a confirmation. When this is done, you should have all the necessary evidence you need. I wish I could be of more help.
Best regards,
Peter
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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.