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Poslato:
05/04/2024
|
Slučaj je zatvoren : 30/04/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 6 meseci
Prevod
The player from Japan had raised an issue about a win in a Baccarat game on his casino account being marked as a failure. He had reached out to customer support, and received a response that the issue was being handled. However, the specific game ID had been removed from his history. The player later informed that the casino had returned his balance and cited a breach of the maximum bet rule when using bonus money as the reason for the initial issue. We had asked the player for further information to investigate the claim but received no response. As a result, we couldn't proceed with the investigation and had to reject the complaint.
Igrač iz Japana je pokrenuo pitanje da je pobeda u igri Baccarat na njegovom kazino računu označena kao neuspeh. On se obratio korisničkoj podršci i dobio je odgovor da se problem rešava. Međutim, određeni ID igre je uklonjen iz njegove istorije. Igrač je kasnije obavestio da mu je kazino vratio saldo i naveo kršenje pravila maksimalne opklade prilikom korišćenja bonus novca kao razlog za početno izdavanje. Tražili smo od igrača dodatne informacije kako bismo istražili tužbu, ali nismo dobili odgovor. Kao rezultat toga, nismo mogli da nastavimo sa istragom i morali smo da odbijemo žalbu.
Doživeo sam pobedu u Bakari, ali moj balans igre i napredak ka stečenom bonusu se tretiraju kao neuspeh. Kontaktirao sam podršku, ali njihov odgovor je ograničen na navođenje da relevantno odeljenje to rešava, što situaciju čini nejasnom.
Nakon toga, samo ID igre za ovu određenu rundu je izbrisan iz moje istorije igara.
Sledi ID igre:
660ebf767053e9a087720583
I experienced a win in Baccarat, but my game balance and progress towards the acquired bonus are being treated as a failure. I've contacted support, but their response is limited to stating that the relevant department is handling it, which makes the situation unclear.
Subsequently, only the game ID for this specific round was deleted from my game history.
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.
Da li je vaša opklada uspešno odbijena sa vašeg računa ili je kazino uopšte nije prihvatio?
Da li sugerišete da možete da vidite sve ostale runde u vašoj istoriji igara, osim runde u kojoj ste pobedili?
Da li sam dobro razumeo da kazino raspravlja o problemu sa dobavljačem igara? Ako imate bilo kakvu relevantnu komunikaciju između vas i korisničke podrške, prosledite mi je. Moja mejl adresa je veronika.l@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear honaken,
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.
Has your bet been successfully deducted from your account balance or has it not been accepted by the casino at all?
Are you suggesting that you can see all the other game rounds in your gaming history, except for the round where you won?
Do I understand correctly that the casino is discussing the issue with the game provider? If you have any relevant communication between you and customer support, please forward it to me. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Da li je vaša opklada uspešno odbijena sa vašeg računa ili je kazino uopšte nije prihvatio?
Poslaću snimak ekrana.
Istorija igre na Evolutionu je jasno vidljiva i opklade se prihvataju.
Hoćete da kažete da možete da vidite sve ostale runde igre u istoriji igre osim rundi koje ste pobedili?
Ispod je deo odgovora podrške.
Molimo vas da proverite svoju istoriju igara na profilu naloga > Istorija > Igre i kliknite na relevantno ime igre da biste kopirali ID runde, koji možete da pošaljete ovom ćaskanju.
Od ponoći 5. aprila, istorija dotične igre pokazuje pobedu na Evolutionu, kao što je prikazano na snimku ekrana, ali rezultat u Miki kazinu pokazuje 0 jena.
Mogu li da razumem da kazino raspravlja o ovom pitanju sa dobavljačem igara? Ako postoji neka relevantna prepiska između vas i korisničke podrške, prosledite mi je.
Upravo sam ti poslao e-mail. Molimo proverite.
Good evening, Veronica
I sent you an email earlier.
Some of them answer below
Was your bet successfully deducted from your account balance or was it not accepted by the casino at all?
I will send a screenshot.
The game history on Evolution is clearly visible and bets are being accepted.
Are you saying that you can see all other game rounds in your game history except for the rounds you won?
Below is part of the response from support.
Please check your game history from your account profile > History > Games and click on the relevant game name to copy the round ID, which you can then send to this chat.
As of midnight on April 5th, the history for the game in question shows a win on Evolution, as shown in the screenshot, but the result on Miki Casino shows 0 yen.
May I understand that the casino is discussing this issue with the game provider? If there is any relevant correspondence between you and customer support, please forward it to me.
Možete li da zatražite od kazina da vam pošalje vašu istoriju igara sa sesije Baccarat u Ekcel formatu i da mi je prosledi? Moja mejl adresa je veronika.l@casino.guru .
Da li imate bilo kakvu informaciju o tome da li je kazino razgovarao o ovom pitanju sa dobavljačem igara?
Could you please request the casino to send you your gaming history from the Baccarat session in Excel format and forward it to me? My email address is veronika.l@casino.guru.
Do you have any information on whether the casino discussed this issue with the game provider?
Nakon toga, podrška je odgovorila i moj balans je vraćen.
Ispod je odgovor podrške.
Kada koristite bonus novac, iznos opklade može biti 20% ili manje od iznosa bonusa. Ako napravite opkladu koja krši ovo pravilo, vaš dobitak se možda neće odraziti u sistemu.
After that, support responded and my balance was returned.
Below is the response from support.
When using bonus money, the bet amount may be 20% or less of the bonus amount. If you make a bet that violates this rule, your winnings may not be reflected in the system.
Hvala na objašnjenju. Naš stav o maksimalno dozvoljenoj opkladi je detaljno objašnjen u Kodeksu poštenog kockanja https://casino.guru/fair-gambling-codek-for-casinos#mak-bets : Pravilo maksimalne opklade je, u stvari, industrijski standard, samo kao činjenica da kazino ima pravo da oduzme dobitke igrača od bonus igre nakon kršenja ovog pravila. Radije ne idemo protiv industrijskih standarda kažnjavanjem kazina koji s vremena na vreme koriste pravilo maksimalne opklade protiv igrača.
Međutim, ako smatrate da ste greškom optuženi, slobodno mi prosledite svoju istoriju igara zajedno sa vezom do konkretnog bonusa koji ste iskoristili i igrali. Moja mejl adresa je veronika.l@casino.guru .
Ako postoji neka druga relevantna komunikacija između vas i kazina, pošaljite je takođe.
Hvala unapred na odgovoru.
Thank you for the explanation. Our position about the maximum allowed bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear honaken,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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