The player's unable to withdraw as his account is being reviewed. The player was then told that their winnings had been confiscated because they had used a VPN. The Player disputes this accusation. As there was no response from the casino to this complaint, it has been closed as 'unresolved'.
Igrač se ne može povući jer se njegov račun pregledava. Igraču je tada rečeno da je njihov dobitak zaplijenjen jer je koristio VPN. Igrač osporava ovu optužbu. Kako iz kazina nije bilo odgovora na ovu žalbu, ona je zatvorena kao 'neriješena'.
Zdravo, osvojio sam €17,948 tokom nekoliko dana u gore navedenom kazinu bez bonusa i bez "besplatnih okretaja". Napravio sam svoj depozit u Ethereum-u i htio sam povući i na taj način. U početku sam mogao da platim i dobio sam ethereum na svoj račun. Ali sada kažu da bi hteli da imaju nekoliko dokumenata od mene, koje sam sve predao. Međutim, sada piše da su "povlačenja onemogućena". Ne mogu ništa da platim. Nakon nekoliko pisama podršci piše da je moj račun u sigurnosnoj provjeri, ali jednostavno ne dobijam povratne informacije. Bio bih veoma sretan ako mi možete pomoći.
Hello, I won €17,948 over several days at the above casino without a bonus and without "free spins". I made my deposit in Ethereum and wanted to withdraw that way as well. At first I was able to pay out and got ethereum on my account. But now they say they would like to have several documents from me, which I have all submitted. However, it now says that the "withdraws are disabled". I can't pay anything. After several letters to the support it says my account is in a security check but I just don't get any feedback. I would be very happy if you can help me.
Guten Tag, ich habe im oben genannten Casino ohne Bonus und ohne „freispiele" 17.948€ gewonnen über mehrere Tage. Ich habe meine Einzahlung in Ethereum vorgenommen und wollte so auch auszahlen. Anfangs konnte ich noch auszahlen und habe ethereum auf mein Konto bekommen. Nun aber heißt es sie möchten mehrere Unterlagen von mir haben die ich alle eingereicht habe. Allerdings steht nun auch das die „withdraws are disabled" sind. Ich kann nichts auszahlen. Nach mehreren Schreiben an den Support heißt es mein Konto sei in einer Sicherheitsüberprüfung aber ich bekomme einfach keine Rückmeldung. Ich würde mich sehr freuen, wenn Sie mir helfen können.
Zdravo Robby94,
Hvala vam puno što ste podnijeli žalbu i zaista mi je žao što čujem za vaš problem sa Lucy's Casino.
Dozvolite mi da vam postavim još nekoliko pitanja prije nego krenemo naprijed.
Od kada su vam tačno isplate onemogućene? Kada ste im poslali dokumente na verifikaciju? Kada vas je kasino zadnji put kontaktirao?
Imajte na umu da je obično potrebno 1-2 sedmice da se verifikacija završi i da je standardna procedura za onemogućavanje plaćanja ili čak zatvaranje računa dok se ne završi.
Radujem se vašem odgovoru i nadam se da ćemo moći da vam pomognemo.
pozdrav,
Nick
Hello Robby94,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Lucy's Casino.
Please allow me to ask you a few more question before we would move forward.
Since when exactly are your withdrawals disabled? When did you send them the documents for the verification? When was the last time the casino contacted you?
Please note that it usually takes 1-2 weeks for the verification to be complete and it is a standard procedure to disable payments or even close the account until its finished.
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
Pozdrav, prije svega hvala na uređivanju. Činjenica da je plaćanje blokirano je sada oko dvije sedmice. S obzirom na to, kazino uvijek odgovara na moje poruke i kaže da su još pod istragom. I obavještavaju me nakon ovog procesa.
Hello, first of all thanks for the editing. The fact that the payment is blocked is now about two weeks. Having said that, the casino always replies to my messages and says they are still under investigation. And they notify me after this process.
Guten Tag, erst einmal vielen Dank für die Bearbeitung. Dass die Auszahlung gesperrt ist geht jetzt ungefähr zwei Wochen so. Allerdings muss man auch sagen, dass das Casino immer auf meine Nachrichten antwortet und sagt, dass es immer noch in einer Prüfung sei. Und sie mich nach diesem Prozess benachrichtigen.
Hvala Robby94 za sve informacije. Sada ću proslediti vašu žalbu svom kolegi Adamu koji će vam od sada pomagati.
Želim vam puno sreće u rješavanju.
Thank you Robby94 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Zdravo Robby94,
Pregledao sam vaš slučaj i kontaktirat ću kazino da vidim mogu li vam pomoći.
Željeli bismo pozvati Lucy's Casino da se pridruži razgovoru i pomogne u rješavanju ove žalbe.
Draga Lucy's Casino,
Možete li dati ažuriranje u vezi sa statusom računa igrača?
Hello Robby94,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Lucy's Casino to join the conversation and to aid in the resolution of this complaint.
Dear Lucy's Casino,
Could you please provide an update regarding the status of the player's account?
uho kupac,
Obavještavamo vas da je nakon vašeg slučaja završena istraga vašeg računa.
Ishod istrage je pokazao da kršite dole navedene odredbe i uslove i kao rezultat toga iznos od 17.948,26€ je skinut sa vašeg računa.
2.4.6 Još niste imali nalog koji smo mi zatvorili iz sljedećih razloga dosluha, varanja, prevare, kriminalnih aktivnosti, kršenja Uslova korištenja ili na vaš zahtjev prema stavu Odgovorno igranje/kockanje.
11.3. ako:
a) Imamo razumne osnove vjerovati da ste učestvovali ili bili povezani s bilo kojim oblikom zabranjene prakse (a osnova našeg uvjerenja će uključivati korištenje bilo koje prakse prijevare, varanja i dosluha koje se koriste u kockanje i industrija igara na sreću u relevantno vrijeme); ili
b) dali ste se kladili i/ili igrali onlajn igre kod bilo kojeg drugog pružaoca usluga kockanja na mreži i sumnjate (kao rezultat takve igre) za bilo koju zabranjenu praksu ili na drugi način neprikladnu aktivnost; ili
c) Postali smo svjesni da ste "povratili" ili odbili bilo koju od kupovina ili depozita koje ste izvršili na svom računu; ili
d) postanete bankrot ili pretrpite slične postupke bilo gdje u svijetu,
tada, (uključujući u vezi sa bilo kakvom suspenzijom i/ili gašenjem vašeg računa) imaćemo pravo, u odnosu na vaš račun, da zadržimo cijeli ili dio salda i/ili povratimo s računa iznos svih depozita, isplate, bonuse ili dobitke na koje utječe ili se na bilo koji način mogu pripisati bilo kojem od događaja navedenih u ovom stavu.
11.4. Za potrebe ovog stava 11:
a) "Prevarna praksa" znači bilo koju lažnu aktivnost kojom se bavite vi ili bilo koja osoba koja djeluje u vaše ime ili u dosluhu s vama, i uključuje, bez ograničenja:
lažne aktivnosti povrata naplate i povrata novca;
korištenje ukradene, klonirane ili na drugi način neovlaštene kreditne ili debitne kartice od strane vas ili bilo koje druge osobe koja je učestvovala u istoj igri kao i vi u bilo koje vrijeme, kao izvora sredstava;
vaš dosluh s drugima kako biste stekli nepravednu prednost (uključujući bonus šeme ili slične poticaje koje nudimo);
svaki pokušaj registracije lažnih ili obmanjujućih informacija o računu;
svaki vaš stvarni ili pokušaj radnje za koju razumno smatramo da je nezakonit u bilo kojoj primjenjivoj jurisdikciji, učinjen u lošoj namjeri ili s namjerom da nas prevari i/ili zaobiđe bilo koja ugovorna ili zakonska ograničenja, bez obzira na to je li takav čin ili pokušaj radnje stvarno prouzrokuje nam bilo kakvu štetu ili štetu;
b) "Nepoštena prednost" uključuje, bez ograničenja:
iskorištavanje greške, rupe ili greške u našem softveru ili softveru bilo koje treće strane koji koristite u vezi sa Uslugama (uključujući bilo koju igru);
korištenje automatiziranih igrača ('botovi') ili drugog softvera ili sistema za analizu treće strane; ili
vaše iskorištavanje 'Greške' kako je definirano u paragrafu 18, u svakom slučaju bilo u vašu korist i/ili na štetu nas ili drugih.
c) Zloupotreba bonusa uključuje, ali nije ograničena na:
i. kršenje odredbi i uslova bonusa, besplatnih opklada ili bilo koje druge promotivne ponude
ii. otvaranje više računa za traženje više bonusa;
iii. svi bonusi podliježu ograničenju korištenja bonusa na osnovu bonus motora, i, osim ako nije drugačije navedeno, ne bi trebali biti korišteni više od 6 puta u kalendarskom mjesecu; ako iz bilo kojeg razloga pojedini igrač koristi bonus kod iznad navedenog iznosa, Kompanija zadržava pravo dalje istražiti obrazac zloupotrebe bonusa i odbiti bonus dobitke plus sve naknade trećih strana koje proizlaze iz aktivnosti igrača (naknade za plaćanje, naknade provajdera, itd)
Ako postoji osnovana sumnja da je Vlasnik računa počinio ili pokušao da izvrši zloupotrebu bonusa, bilo sam ili kao dio grupe, kompanija zadržava pravo:
i. gubi bonus koji je dodijeljen Vlasniku računa i bilo koji dobitak od tog bonusa, i/ili
ii. opozvati, odbiti ili povući bonus ponudu od vlasnika računa, i/ili
iii. blokirati pristup određenim proizvodima i/ili
iv. isključiti Vlasnika računa iz bilo koje buduće promotivne ponude, i/ili
v. ukinuti račun vlasnika računa sa trenutnim dejstvom.
12.10 Kompanija zadržava pravo, po sopstvenom nahođenju, da poništi bilo koji dobitak i izgubi bilo koji saldo (dobitke i depozite) na vašem računu za klađenje, da raskine Ugovor i/ili suspenduje pružanje Usluga ili deaktivira vaš nalog ako:
i) identifikujemo da ste prikrili, ili ometali, ili preduzeli korake da prikrijete ili ometate, na bilo koji način IP adresu bilo kog uređaja koji se koristi za pristup našoj web stranici (kao što je korištenje virtuelne privatne mreže „VPN")
ear Customer,
We would like to inform you that following your case up, the investigation of your account has been completed.
The outcome of the investigation has shown that you are in breach of the Terms & Conditions listed below, and as a result the amount of 17.948,26€ has been removed from your account.
2.4.6 You have not already had an Account closed by us under the following reasons of Collusion, Cheating, Fraud, Criminal Activity, Breach of the Terms of Use or at Your request under paragraph Responsible Gaming/Gambling.
11.3. If:
a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or
b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or
c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or
d) You become bankrupt or suffer analogous proceedings anywhere in the world,
then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.
11.4. For the purposes of this paragraph 11:
a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:
fraudulent charge-backs and rake-back activity;
the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;
the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);
any attempt to register false or misleading account information;
any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;
b) An "unfair advantage" shall include, without limitation:
the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);
the use of automated players ('bots'), or other 3rd party software or analysis systems; or
the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.
c) Bonus Abuse includes, but is not limited to:
i. breach of terms and conditions of a bonus, free bets or any other promotional offer
ii. the opening of multiple accounts to claim multiple bonuses;
iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)
Where there is a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, company reserves the right to:
i. forfeit the bonus allocated to the Account Holder and any winnings from that bonus, and/or
ii. revoke, deny, or withdraw a bonus offer from the Account Holder, and/or
iii. block an access to particular products, and/or
iv. exclude the Account Holder from any future promotional offers, and/or
v. terminate the Account Holder’s account with immediate effect.
12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:
i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")
ii) primetimo da je kupac koristio falsifikovane dokumente (fotografije, skenirane dokumente, snimke ekrana itd.) tokom postupka verifikacije ili u bilo kom trenutku kada je Ugovor aktivan
iii) postoji opravdana sumnja da ste počinili ili pokušali da izvršite zloupotrebu bonusa, bilo sami ili kao dio grupe
iv) da ste uključeni u bilo kakvu prevaru, tajni dogovor, nameštanje ili drugu nezakonitu aktivnost u vezi sa vašim učešćem ili učešćem trećih strana ili koristite bilo koje softversko potpomognute metode ili tehnike ili hardverske uređaje za vaše učešće u bilo kojoj od usluga koje pruža Kompanija .
43.3 Kompanija ne preporučuje da se dva ili više korisnika klade sa jedne IP adrese (sa istog računara ili iste lokalne mreže) kako bi se izbjegla sumnja u dosluhu (varanje). U takvim slučajevima potrebno je pomiriti mogućnost igre sa Kompanijom uz objašnjenje okolnosti. Kompanija ima pravo da blokira nalog takvog Korisnika i zatraži od njega da pošalje dokumente koji potvrđuju njihov registrovani identitet.
Ne ustručavajte se da nas kontaktirate u slučaju da vam zatreba dodatna pomoć. ugodan dan.
Tim za podršku
ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active
iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group
iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.
43.3 The Company does not recommend two or more Users placing bets from one IP-address (from the same computer or the same local area network) in order to avoid suspicion of collusion (cheating). In such cases it is necessary to reconcile the possibility of the game with the Company by explaining the circumstances. the Company has the right to block the account of such a User and ask them to send the documents verifying their registered identity.
Do not hesitate to contact us in case you need any further help. Have a good day.
Support Team
Dragi Casinoguru timu,
Nisam uradio ništa za šta sam bio optužen. Kao i svi drugi, kockao sam se novcem koji je bio moj. Iznos je poništen s mog računa igrača i više ne mogu izvršiti povlačenje.
Dear Casinoguru team,
I didn't do anything that I was accused of doing. Like everyone else, I gambled with money that was mine. The amount has been canceled from my player account and I am no longer able to make a withdrawal.
Liebes Casinoguru-Team,
ich habe rein gar nichts von dem gemacht was mir vorgeworfen wurden ist. Ich habe wie jeder andere mit Geld gespielt was mir gehört. Der Betrag wurde von meinem Spielerkonto storniert und ich habe keine Möglichkeit mehr eine Auszahlung vorzunehmen..
Zdravo Robby94,
Hvala vam što ste dali dodatne informacije.
Draga Lucy's Casino,
Molim vas, možete li pojasniti konkretan razlog za konfiskaciju salda igrača i proslijediti sve relevantne dokaze na moju e-mail adresu: adam.m@casino.guru ?
Hello Robby94,
Thank you for providing the additional information.
Dear Lucy's Casino,
Please could you clarify the specific reason for the player's balance being confiscated, and forward any relevant proof to my email address: adam.m@casino.guru ?
Dragi Casino Guru timu,
Danas sam dobio e-mail od organa za izdavanje dozvola u kojem se navodi da kazino tvrdi da koristim VPN. Poslao sam dokaz da pronađena IP adresa pripada mom ugovoru o mobilnom telefonu i nisam koristio nikakav VPN ili bilo šta drugo. Kazino na sve načine pokušava da me optuži za prevaru. Uneo sam svoju IP adresu na sve web stranice i ona je uvijek dodijeljena mom mobilnom operateru Telefonica O2, a lokacija je uvijek u mojoj državi i gradu. Možete li mi pomoći? Hvala puno.
Dear Casino Guru Team,
Today I received an email from the licensing authority stating that the casino claims I was using a VPN. I have sent proof that the IP address found belongs to my cell phone contract and I have not used any VPN or anything else. The casino is trying by all means to accuse me of fraud. I have entered my IP address on all websites and it is always assigned to my mobile operator Telefonica O2 and also the location is always in my state and city. Can you please help me? Thanks very much.
Liebes Casino-Guru-Team,
heute habe ich eine Email von der Lizenzbehörde erhalten, woraus hervorgeht, dass das Casino behauptet ich hätte einen VPN benutzt. Ich habe Nachweise darüber geschickt, das die festgestellte IP-Adresse zu meinem Mobilfunkvertrag gehört und ich keinerlei VPN oder sonstiges benutzt habe. Das Casino versucht mit allen Mitteln mir einen Betrug vorzuwerfen. Ich habe meine IP-Adresse auf sämtlichen Internetseiten eingegeben und Sie wird immer meinem Mobilfunkanbieter Telefonica O2 zugewiesen und auch die Ortung ist immer in meinem Bundesland und in meiner Stadt. Können Sie mir bitte helfen? Vielen Dank.
Zdravo Robby94,
Mogu li vas zamoliti da mi proslijedite e-mail? Moja adresa e-pošte je adam.m@casino.guru .
Hello Robby94,
Could I ask you to please forward the email to me? My email address is adam.m@casino.guru.
Hvala vam puno, poslao sam vam e-mail sa dokumentima. Ako unesete moju IP adresu kazino
lociran, tada ćete vidjeti da je lokacija IP adrese upravo u mom gradu. Stoga je potpuno besmisleno koristiti VPN ako nemate ništa zamjeriti i kockanje je legalno u mojoj zemlji. Domaćin IP adrese se vodi do mog provajdera Telefonica O2 što definitivno kaže da nisam pokušao da sakrijem svoj IP ni na koji način.
Nadalje, kazino mjesecima ima moj račun za mobilni telefon, koji također pokazuje ime domaćina IP adrese.
Kazino također tvrdi da mi je račun već blokiran, što definitivno nije bio slučaj. Uvijek se pričalo o sigurnosnoj provjeri, ali igranje mi nije blokirano. Ni u jednom trenutku mi ova sigurnosna provjera nije objašnjena kao da varam, samo sam mislio da se sve provjerava, što me nije ni najmanje brinulo jer nisam radio NIŠTA što je bilo protuzakonito.
Hvala vam od srca na vašoj zaista profesionalnoj pomoći.
Thank you very much, I have sent you the email with the documents. If you enter my IP address the casino
located, then you will see that the location of the IP address is right in my city. It is therefore completely pointless to use a VPN if you have nothing to blame and gambling is legal in my country. The host of the IP address is traced back to my provider Telefonica O2 which definitely says that I have not tried to hide my IP in any way.
Furthermore, the casino has had my mobile phone bill for months, which also shows the host name of the IP address.
The casino also claims that my account has already been blocked, which was definitely not the case. There was always talk of a security check, but playing was not blocked for me. At no point was this security check explained to me as if I was cheating, I just thought everything was being scrutinized, which I was not in the least concerned about as I did NOTHING that was illegal.
Thank you from the bottom of my heart for your truly professional assistance.
Vielen Dank, die Mail mit den Unterlagen habe ich an Sie geschickt. Wenn Sie meine IP Adresse, die das Casino
lokalisiert hat, dann sehen sie, dass der Standort der IP-Adresse genau in meiner Stadt liegt. Es ist daher auch völlig sinnlos einen VPN zu benutzen wenn man sich weder etwas vorzuwerfen hat und das Glücksspiel in meinem Land legal ist. Der Host der IP-Adresse ist auf meinen Anbieter Telefonica O2 zurückzuführen was definitiv aussagt, dass ich meine IP in keiner Weise versucht habe zu verbergen.
Des Weiteren hat das Casino bereits seit Monaten meine Handyrechnung aus der auch der Hostname der IP-Adresse hervorgeht.
Auch behauptet das Casino mein Konto bereits gesperrt gewesen ist was definitiv nicht der Fall war. Es war lediglich immer die Rede von einer Sicherheitsüberprüfung, das Spielen war dennoch nicht für mich gesperrt. Diese Sicherheitsüberprüfung wurde mir zu keiner Zeit so erklärt als würde ich betrügen, ich dachte lediglich es wird alles genau geprüft, was für mich in keiner weise beunruhigend war, da ich NICHTS verbotenes getan habe.
Ich danke Ihnen vom ganzen Herzen für Ihre wirklich professionelle Mithilfe.
Zdravo Robby94,
Hvala vam na e-poruci. Nakon što sam potražio vašu IP adresu, vidim da je dodijeljena O2 Deutschland. Međutim, sve provjere također pokazuju da je na crnoj listi, vrlo visok rizik i da je otkrivena kao VPN/Proxy veza.
Mogu li pitati da li ste kontaktirali mobilnog operatera u vezi s tim?
Hello Robby94,
Thank you for the email. After looking up your IP address I can see it does seem to be assigned to O2 Deutschland. However, all checks also show it to be blacklisted, very high risk and it is detected as a VPN/Proxy connection.
Can I ask if you have contacted the mobile operator regarding this?
Dobro jutro,
Nažalost, ne znam zašto je to tako, provjerio sam svoj IP na brojnim stranicama i sve stranice su pokazale da NEMA visokog rizika i da nije otkriven nikakav VPN ili bilo šta drugo. Šta mislite da treba da pitam O2 ili šta da pitam? Ali također je slučaj da lokalizirana adresa odgovara mojoj vlastitoj adresi preko IP-a?!
Hvala puno.
Good Morning,
Unfortunately, I don't know why this is the case, I had my IP checked on a number of sites and all sites indicated that there was NO high risk and no VPN or anything else was detected. What do you think I should ask O2 or what I should ask? But it is also the case that the localized address corresponds to my own address via the IP?!
Thanks very much.
Guten Morgen,
ich weiß leider nicht warum das so ist, ich habe meine IP auf etlichen Seiten überprüfen lassen und alle Seiten haben angezeigt das dort KEIN hohes Risiko von ausgeht und kein VPN oder sonstiges erkannt wurde. Was meinen Sie was ich O2 fragen soll, beziehungsweise was ich anfragen soll? Es ist doch aber auch so dass die lokalisierte Adresse über die IP meiner eigenen Adresse entspricht?!
Vielen Dank.
Zdravo Robby94,
Kontaktirao bih mobilnog operatera i objasnio situaciju u cijelosti. Bilo bi korisno kada bi mogli da objasne zašto se IP adresa na ovaj način označava, zašto se prikazuje kao VPN/Proxy, a također bih ih zamolio da daju neku vrstu službene potvrde da im je IP adresa dodijeljena.
Rekli ste da ste već poslali dokaze o njemu, mogu li da pitam šta ste poslali?
Draga Lucy's Casino,
Molimo prokomentirajte situaciju. Da li je moguće da je IP adresa bila netačno označena?
Hello Robby94,
I would contact the mobile operator and explain the situation in full. It would be useful if they could explain why the IP address is being flagged in this way, why it shows as a VPN/Proxy, and also I would ask them to provide some sort of official confirmation that the IP address is assigned to them.
You said you have sent proof of his already, can I ask what you have sent?
Dear Lucy's Casino,
Please comment on the situation. Is it possible that the IP address could have been flagged inaccurately?
Poštovani tim,
Sada sam se registrovao na stranici gdje kazino također ima provjerenu vašu IP adresu. Moja pretraga je otkrila da IP ne koristi VPN. Mogu li pitati gdje ste provjerili IP? Također, ID zahtjeva koji je kazino navodno koristio nije tačan. Pretpostavljam da je kazino možda namjerno stavio na crnu listu IP adresu kako ne bi isplatio dobitak. Pisao sam i operateru stranice za verifikaciju IP adrese i svom mobilnom operateru tražeći od njih da pregledaju proces.
Također, kazino tvrdi da su ga provjerili na najnižem sigurnosnom nivou, a ja na najvišem sigurnosnom nivou da isključim sve mogućnosti. Upit je uvijek otkrivao da nije korišten ni VPN ni bilo šta drugo i da IP ne predstavlja nikakvu opasnost.
Hvala puno.
Dear Team,
I have now registered on the site where the casino also has your IP checked. My search revealed that the IP does not use a VPN. May I ask where you checked the IP? Also, the request ID that the casino allegedly used is incorrect. I assume that the casino may have intentionally blacklisted the IP address in order not to pay out the winnings. I have written to both the operator of the IP verification site and my mobile operator asking them to review the process.
Also, the casino claims they checked it on the lowest security level and I checked it on the highest security level to rule out all possibilities. A query always revealed that neither a VPN nor anything else was used and that the IP poses no danger.
Thanks very much.
Liebes Team,
ich habe mich nun auf der Seite angemeldet wo das Casino auch ihre IP überprüfen lässt. Meine Suche ergab dass die IP keinen VPN benutzt. Darf ich fragen wo Sie die IP überprüft haben? Auch ist die Request ID die das Casino angeblich benutzt hat nicht korrekt. Ich gehe davon aus, dass das Casino die IP Adresse vielleicht absichtlich auf eine Blacklist setzten lassen hat um den Gewinn nicht auszuzahlen. Ich habe sowohl dem Betreiber der IP-Überprüfungs Seite als auch meinem Mobilfunkanbieter geschrieben, das sie bitte den Vorgang prüfen.
Auch behauptet das Casino sie hätten es auf dem niedrigsten sicherheitslevel überprüft und ich habe es auf dem höchsten Sicherheitslevel überprüft um alle Möglichkeiten auszuschließen. Eine Anfrage ergab immer das weder ein VPN noch sonst irgendwas verwendet wurde und von der IP keine Gefahr ausgeht.
Vielen dank.
zdravo Robin,
Hvala na dodatnim informacijama.
Provjerio sam IP putem nekih web stranica koje se koriste u tu svrhu, ali sam zato predložio da se obratite mobilnom operateru, jer će oni znati više o tome.
Obavještavajte nas o svim daljim dešavanjima.
Ranije ste spomenuli da ste poslali dokaz Upravi za licenciranje, mogu li da pitam da li ste dobili još neki odgovor od njih?
Srdačni pozdravi,
Adame
Hello Robin,
Thank you for the additional information.
I checked the IP via some websites used for this purpose, but this is why I have suggested contacting the mobile operator, as they will know more about this.
Please keep us updated with any further developments.
You mentioned previously you had sent the proof to the Licensing Authority, can I ask if you have had any further response from them?
Kind regards,
Adam
Dragi Robin,
Jeste li uspjeli kontaktirati mobilnog operatera? Da li je bilo napretka?
Željeli bismo zamoliti Lucy's Casino da odgovori na ovu žalbu. Tajmer produžavamo za 7 dana. Ako kazino ne odgovori u zadanom roku, prigovor će postati 'neriješen' što može negativno uticati na njegov rejting.
Dear Robin,
Did you manage to contact the mobile operator? Has there been any progress?
We would like to ask Lucy's 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.
Dobro veče, da, pisao sam mobilnom operateru i rekli su mi da VPN nije korišten
je. Rekao sam i kasinu to, nažalost, uvijek isto. Tvrde da sam varao. I dalje tvrdim da nisam ništa uradio i da je adresa na kojoj se kazino nalazi upravo moj grad, tako da mislim da nema nikakve uzročnosti pa čak i da sam koristio VPN koji nemam moj grad pokazalo se da je kockanje legalno. Veoma sam razočaran kazinom, pošto sam dosta igrao tamo u prošlosti i uvek sam bio veoma zadovoljan.
Srdačan pozdrav
Good evening, yes I wrote to the mobile operator and they told me that no VPN was used
is. I also told the casino that, unfortunately always the same thing. They claim I cheated. I still maintain that I didn't do anything and the address that the casino located is exactly my city, so I don't think there is any causality and even if I had used a VPN, which I don't have, my city was shown became where gambling is legal. I am very disappointed with the casino, as I have played there a lot in the past and have always been very satisfied.
Best regards
Guten Abend, ja ich habe dem Mobilfunkanbieter geschrieben und er sagte mir das kein VPN benutzt wurden
ist. Das teilte ich auch dem Casino mit, leider immer wieder das gleiche. Sie behaupten ich hätte betrogen. Ich bleibe nach wie vor dabei dass ich nichts getan habe, und die Adresse, die das Casino lokalisiert hat genau meiner Stadt entspricht, daher finde ich das keine Kausalität besteht und selbst wenn ich einen VPN benutzt hätte, was ich nicht habe, meine Stadt angezeigt wurde wo das Glücksspiel legal ist. Ich bin sehr enttäuscht von dem Casino, da ich auch in der Vergangenheit viel dort gespielt habe und bis dato immer sehr zufrieden war.
liebe Grüße
Dragi Robin,
Više puta sam pokušavao kontaktirati kazino, ali bez uspjeha. Bojim se da ne može mnogo toga da se uradi bez saradnje sa njegove strane.
Označit ću žalbu "neriješenom" u našem sistemu. Razumijem da ovo nije zadovoljavajuće rješenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano neriješenim žalbama moglo bi pomoći da se promijeni pristup kazina. Ako kazino odluči reagirati, ponovo ćemo otvoriti žalbu i o tome ćete biti obaviješteni putem e-pošte.
U međuvremenu, preporučujem vam da kontaktirate Curacao Gaming Authority ( certria@gaminglicences.com ) i podnesete im žalbu. To nije najbolje tijelo za licenciranje, ali ima više opcija i alata za pomoć igračima. Javite mi kako su odgovorili ( adam.m@casino.guru ).
Volio bih da sam mogao biti od veće pomoći.
Srdačan pozdrav
Adame
Dear Robin,
I have tried to contact the casino repeatedly but had no 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 Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could have been of more help.
Best regards
Adam
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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.
