Kada kontaktirate MGA, oni vas upućuju da kontaktirate EADR. Uradio sam to 20. juna i nisam dobio odgovor od EADR-a i ne postoji način da se doda žalba.
NAKON što sam podneo žalbu EADR-u, dobio sam sledeću e-poštu od Freshspins podrške:
Poštovani KSKSKSKS,
Primili smo vašu žalbu 20. juna 2023. od Evropskog alternativnog spora
Rezolucija („EADR Ltd") u vezi sa vašim računima za igre na Esports Entertainment (Malta)
Ograničen.
Esports Entertainment (Malta) Limited je licenciran i regulisan na Malti od strane Malteške uprave za igre na sreću,
nosi broj licence MGA/B2C/522/2018.
Možemo potvrditi da ste registrovali dole navedene naloge za igre na Esports Entertainment (Malta)
Limited, čime ste se složili i prihvatili „Uslove i odredbe".
▪ LuckiDino - 25.10.2021
▪ Fresh Spins - 03-03-2023
Iz tog razloga, želimo da vam skrenemo pažnju na odeljke 8.8, 8.9, 17.3 i 21.1 u kojima
složio i prihvatio da:
„8.8 U interesu poštenog igranja, jednake, nulte ili niske marže opklade ili hedž klađenje, preko
jedan ili više naloga, bilo na ovoj veb stranici ili bilo kojoj drugoj našoj veb stranici, biće svi
smatra se neregularnim obrascima igranja za potrebe bonusa. Nepravilan
igra takođe može uključivati, ali nije ograničena na, stavljanje većih opklada koje vode do značajnog dobitka
nakon čega sledi pad veličine opklade jednak ili veći od 75% prethodne prosečne veličine opklade
kako bi se ispunili uslovi klađenja za taj bonus. Smatra se da su igrači jedini
po nahođenju, usvajanje strategije klađenja sa niskim rizikom za jasno klađenje može imati bonus
zajedno sa uklonjenim dobicima. Ovo uključuje, ali nije ograničeno na, klađenje na crveno ili crno.
.
8.9 Ako, prema našem razumnom nahođenju, utvrdimo da je Korisnik bio uključen u lažne, nezakonite,
nepošteno ... isekao sam ovo da uštedim prostor.
17.3 Kada zatvorimo vaš nalog kao rezultat kršenja naših uslova, sve otvorene opklade i bonuse
će biti poništeno i svaki stvarni saldo novca na vašem nalogu će biti nepovratan i smatraće se da jeste
koju ste oduzeli u obimu bilo kakvog potraživanja koje možemo imati protiv vas na dan takvog potraživanja
zatvaranje.
21.1 Sledeće aktivnosti se smatraju nezakonitim i smatraće se kršenjem Uslova:
● Postizanje funkcija igre tokom klađenja bonus novca i brisanje ovih funkcija nakon
bonus novac je očišćen ili poništen. Da bih ovo isekao da uštedim prostor"
Kada ste registrovali svoj nalog za igre, razumeli ste i pravila u vezi sa lažnim korišćenjem
vaš račun za igre u nedozvoljene svrhe.
Naš tim za prevare je potvrdio da ste prekršili naše Uslove i odredbe zloupotrebom
bonus šema koju nudi Operater - Direktno ste se kladili na 5 EUR, što je maksimalna opklada sa bonusom
novac, sa uključenom funkcijom Auto plai, dok pažljivo birate igru visoke volatilnosti za povećanje
šanse za veću pobedu. Jednom kada ste ostvarili pobedu, prebacili ste igru na igru niske volatilnosti i
smanjio veličinu opklade za 80%, što predstavlja kršenje pravila 8.8 (vidi gore).
Dalje, možemo videti da ste prekršili pravilo 21.2 kada ste sačuvali karakteristike igre na način da
direktno odražava ono što je zabranjeno u pravilima.
Takođe možemo videti da ste ranije prikazivali isti obrazac iu skladu sa drugim poznatim
zloupotrebljavači bonusa deponujete samo da biste dobili bonuse i nikada ne igrate dalje od opklade
zahtev - iz tog razloga Operater nalazi opravdanu sumnju da ste sistematski
zloupotreba bonus šeme.
Usled navedenog, dana 16
juna 2023. možemo potvrditi da je operater prekinuo rad
vaše račune za igre na sreću i konfiskovao vam preostala sredstva u ukupnom iznosu od četiri hiljade
Osamsto dvadeset sedam evra i jedan cent (4.827,01 EUR) učinjeno u odnosu na
gore pomenuto kršenje naših uslova i odredbi.
Na kraju, takođe želimo da vas podsetimo da bez ograničavanja drugih dostupnih pravnih lekova,
operater može pokrenuti ili tražiti bilo kakvu zabranu, građanski i/ili krivični postupak protiv vas
i/ili bilo kog od vaših saučesnika koji proizilaze iz ili su povezani sa vašim počinjenjem zlostavljanja, uključujući
bez ograničenja, vraćanje svih naših honorara i troškova (uključujući razumne advokatske naknade) u
vezu sa takvim nastojanjima.
S poštovanjem,
Podrška mušterijama
Sada, uporedite ovo sa PRVOM e-poštom koju su mi poslali u mom originalnom postu.
Ovo je naravno genijalan potez iz kazina, jer ne postoji način da dodam početnu žalbu EADR-u i sada se pozivaju na potpuno drugačiji skup pravila.
Nije li čudno što NAKON što sam podneo žalbu, oni se odjednom pozivaju na potpuno drugačiji skup pravila u svojim uslovima?
Takođe, da li je normalna procedura od onlajn kazina da počnu da prete svojim klijentima pravnim postupcima ako zahtevaju da dobiju novac koji im pripada?
When you contact MGA, they direct you to contact EADR. I did this on the 20th of June and I have not heard back from EADR and there is no way to add to the complaint.
AFTER I filed the complaint to EADR, I got the following email from Freshspins support:
Dear XXXX,
We received your complaint on the 20th June 2023 from the European Alternative Dispute
Resolution ('EADR Ltd') in relation to your gaming accounts with Esports Entertainment (Malta)
Limited.
Esports Entertainment (Malta) Limited is licensed and regulated in Malta by Malta Gaming Authority,
bearing license number MGA/B2C/522/2018.
We can confirm that you registered the below gaming accounts with Esports Entertainment (Malta)
Limited, whereby you agreed, and accepted the "Terms and Conditions."
▪ LuckyDino - 25-10-2021
▪ Fresh Spins - 03-03-2023
For this reason, we would like to draw your attention to sections 8.8, 8.9, 17.3 and 21.1 whereby you
agreed and accepted that:
"8.8 In the interests of fair gaming, equal, zero or low margin Bets or hedge betting, through
one or more Accounts, whether on this Website or any other of our Websites, shall all be
considered irregular playing patterns for bonus play-through requirement purposes. Irregular
play may also include, but is not limited to, placing larger Bets leading to a substantial gain
followed by a drop in bet size equal to or greater than 75% of the previous average bet size
in order to complete the wagering requirements for that bonus. Players deemed, at our sole
discretion, to be adopting a low risk betting strategy to clear wagering may have the bonus
along with any winnings removed. This includes, but is not limited to, betting on red or black.
.
8.9 If, in our reasonable discretion, we determine that a User has engaged in fraudulent, unlawful,
dishonest ... I cut this to save space.
17.3 Where we close your Account as a result of a breach of our Terms, all open Bets and bonuses
shall be voided and any real money balance of your Account will be non-refundable and deemed to be
forfeited by you to the extent of any claim that we may have against you as at the date of such
closure.
21.1 The following activities are considered unlawful and will be deemed as breach of the Terms:
● Achieving game features while wagering bonus money and clearing these features after
bonus money has been cleared or voided. In order to I cut this to save space"
When you registered your gaming account, you also understood the rules regarding fraudulent use of
your gaming account for illicit purposes.
It was confirmed by our Fraud Team that you were breaching our Terms & Conditions by abusing the
bonus scheme offered by the Operator - You directly betted 5 EUR, which is max bet with bonus
money, with Auto play function turned on, while carefully choosing a high volatility game to increase
chances of a larger win. Once hitting the win you switched the game to a low volatility game and
lowered the bet size 80% which is a breach of rule 8.8 (see above).
Further, we can see that you breached rule 21.2 when you stored game features in a way that
directly mirrors what is prohibited in the rules.
We can also see that you have displayed the same pattern before, and in line with other known
bonus abusers you only deposit to receive bonuses and you never play beyond the wager
requirement - for this reason the Operator finds reasonable suspicion that you are systematically
abusing the bonus scheme.
As a result of the above, on the 16th
June 2023, we can confirm that the operator has terminated
your gaming accounts and confiscated your remaining balances in the total amount of Four thousand
Eight hundred Twenty seven euros and One cent (4,827.01 EUR) made in relation the
above-mentioned breach of our Terms & Conditions.
Finally, we would also like to remind you that without limiting our other available remedies, the
operator may institute or seek any injunctive relief, civil and/or criminal proceedings against you
and/or any of your co-conspirators arising out of or related to your commission of abuse, including
without limitation, recovering all of our fees and expenses (including reasonable attorneys’ fees) in
connection with such efforts.
Sincerely,
Customer Support
Now, compare this to the FIRST email that they sent me in my original post.
This is ofcourse a genious move from the casino, as there is no way for me to add to the initial complaint to EADR and now they are referring to a totally different set of rules.
Is it not weird that AFTER I have filed a complaint they are suddenly referring to a totally different set of rules in their terms and conditions?
Also, is it normal procedure from online casinos to start threatening their customers with legal actions if they demand that they should get the money that belongs to them?
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