Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
Poslato:
17/08/2022
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Slučaj je zatvoren : 10/10/2023
Slučaj je zatvoren
Naša presuda
Regulator: Kazino je bio u pravu
ODBIJENO
Rezime slučaja
pre 1 godinu
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The player's account got blocked for having multiple accounts. The player claims that there are a few friends who play in the casino separately, but they live near each other. The casino is convinced that all related accounts were used by 1 person. However, the casino was not able to completely answer our questions and provide us with all the requested details. In the meantime, the player filed a complaint with the regulator. The complaint has been (temporarily) closed until the regulator's final decision is made. After a reasonable time, the complaint was reopened, and the player was asked to provide us with the ADR's final decision. The complaint was rejected because ADR decided in favor of the casino.
Nalog igrača je blokiran zbog više naloga. Igrač tvrdi da postoji nekoliko prijatelja koji igraju u kazinu odvojeno, ali žive jedan blizu drugog. Kazino je uveren da je sve povezane naloge koristila 1 osoba. Međutim, kazino nije bio u mogućnosti da u potpunosti odgovori na naša pitanja i pruži nam sve tražene detalje. U međuvremenu, igrač je podneo žalbu regulatoru. Žalba je (privremeno) zatvorena do donošenja konačne odluke regulatora. Nakon razumnog vremena, žalba je ponovo otvorena i od igrača je zatraženo da nam dostavi konačnu odluku ADR-a. Žalba je odbijena jer je ADR odlučio u korist kazina.
Dobio sam poruku jutros kada sam htio da se prijavim da je moj nalog zatvoren iz razloga što imam 2 naloga, što nažalost nije tačno.
imam komšiju sa kojim sam veoma dobar prijatelj.
redovno razgovaramo o tome kako stvari idu i koje igre idu dobro i koja su kasina dobra, ali svako igra samostalno i za sebe.
on također ima račun na mr.bet i obavijestio me da je i on blokiran na mr.bet.
oboje smo zabranjeni u isto vrijeme.
Međutim, svako ima svoj stan, svako ima svoje domaćinstvo i svako ima svoj internet, tako da nismo ništa prekršili.
Oboje živimo u kući sa 20 etažnih stanova
takođe imam neplaćenu isplatu na mr bet od 2560 eura.
to nije moja prva isplata na mr bet i igrao sam tamo redovno više od 9 mjeseci bez ikakvih problema prije.
ja sam potpuno verifikovan kod mr bet
I received the message this morning when I wanted to log in that my account was closed with the reason that I have 2 accounts, which unfortunately is not true.
i have a neighbor who i am very good friends with.
we talk regularly about how things are going and which games are going well and which casinos are good, but everyone plays independently and for themselves.
he also has an account at mr bet and he informed me that he was also blocked at mr.bet.
we both got banned at the same time.
However, everyone has their own apartment, everyone has their own household and everyone has their own internet, so we didn't violate anything.
We both live in a house with 20 condominiums
i also have an outstanding payout at mr bet of 2560 euros.
it's not my first payout at mr bet and i've been playing there regularly for more than 9 months without any problems before.
i am fully verified at mr bet
ich erhielt heute früh die meldung als ich mich einloggen wollte das mein account geschlossen wurde mit der begründung das ich 2 accounts habe was leider nicht der wahrheit entspricht.
ich habe einen nachbarn mit dem ich sehr gut befreundet bin.
wir unterhalten uns regelmässig wie es so läuft und welche spiele gut laufen und welche casinos gut sind aber jeder spielt selbstständig und für sich alleine.
auch er hat einen account bei mr bet und er teilte mir mit das er auch gesperrt wurde bei mr.bet.
wir wurden beide zeitgleich gesperrt.
allerdings hat jeder seine eigene wohnung jeder hat seinen eigenen haushalt und jeder hat sein eigenes internet und wir haben insofern gegen nix verstossen.
wir wohnen beide in einen haus mit 20 eigentumswohnungen
ich habe auch noch eine offene auszahlung bei mr bet von 2560 euro.
es ist nicht meine erste auszahlung bei mr bet und ich spiele dort schon mehr als 9 monate regelmässig ohne das es vorher probleme gab.
Hvala vam puno što ste podnijeli žalbu i zaista mi je žao što čujem za vaš problem sa Mr Bet Casino. Dozvolite mi da vam postavim još nekoliko pitanja prije nego krenemo naprijed.
Možete li molim vas da nam kažete da li je vaš račun već verifikovan i da, od kada tačno? Koliko dugo igrate u kazinu? Jeste li ikada zatražili neke bonuse?
Sve dok oboje možete potvrditi svoj identitet u kazinu, oni bi trebali ponovo otvoriti vaš račun i dozvoliti vam da igrate.
Radujem se vašem odgovoru.
pozdrav,
Nick
Hello wolfram49,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? How long have you been playing in the casino? Did you ever claim any bonuses?
As long as both of you can verify your identity at the casino, they should reopen your account and allow you to play.
Izvinjavam se zbog zakašnjelog odgovora. Od sada ću pomagati wolfram49 oko njegovog problema.
Poštovani Mr Bet Casino tim,
Hvala vam na e-poruci i svim dostavljenim podacima. Međutim, u podacima koji su mi dostavljeni nedostaju neke informacije i detalji. Molim vas, pogledajte moju posljednju e-poštu poslanu prije nekog vremena. Sačekaću odgovor i detalje.
Jedva čekamo čuti od vas.
Greetings all,
I am sorry for the delayed reply. From now on, I will assist wolfram49 with his issue.
Dear Mr Bet Casino team,
Thank you for your email and all provided data. However, the data provided to me is missing some information and details. Please, see my last email sent a while ago. I will wait for a response and details.
Primili smo vaše pismo i poslali smo mu pojašnjenja i pisma vaših kolega sa dodatnim informacijama o kršenju i našem stavu u vezi sa ovim slučajem kršenja.
Hvala unapred na razmatranju!
Srdačan pozdrav,
Mr.Bet Casino tim
Dear Branislav,
We received your letter and sent clarifications to it and letters from your colleagues with further information about the violation and our position regarding this case of violation.
Na osnovu interne rasprave odlučeno je da su nam potrebni dodatni podaci za procenu situacije i okolnosti. Pogledajte moja poslednja 2 e-poruka. Bilo bi sjajno kada biste mi pružili potrebne podatke i informacije da bih pokrenuo slučaj.
Radujemo se Vašem odgovoru.
Dear Mr.Bet Casino team,
Based on an internal discussion, it was decided that we need additional data to assess the situation and circumstances. Please see my last 2 emails. It would be great if you could provide me with the required data and information to move the case forward.
Nažalost, u ovoj fazi nemamo konačnu odluku o ovoj grupi korisnika.
Molimo Casino gurue da produže rok za žalbu, što će nam pomoći da sprovedemo dodatnu istragu i formulišemo konačnu odluku u vezi sa računima.
Hvala vam unapred na strpljenju.
Srdačan pozdrav,
Mr.Bet Casino tim
Dear All,
Unfortunately, we do not have a final decision on this group of users at this stage.
We ask the Casino gurus to extend the time limit for the complaint, which will help us to carry out additional investigation and formulate a final decision regarding the accounts.
Pogledajte našu poslednju e-poštu koju smo vam poslali. U ovom pismu nudimo i pod kojim uslovima korisnici koji su prekršili uslove mogu nastaviti da koriste usluge našeg kazina.
Čekaćemo vaš dalji odgovor.
Srdačan pozdrav,
Mr.Bet Casino tim
Dear Branislav,
Please take a look at our latest email we sent you. In this letter, we also offer on what conditions users who have violated terms and conditions can continue to use the services of our casino.
Hvala vam na e-poruci i informacijama koje ste dali.
Na koji način je odluka kazina preispitana, molim vas? Da li će kazino ostaviti igračevo stanje/dobiti netaknutim i dostupnim za igru ili povlačenje?
Na osnovu svih prikupljenih i dostupnih informacija, izgleda da su igrači igrali u kazinu odvojeno, a prikupljeni dobici su osvojeni legitimno. Čak i kada bi zajedno igrali u kazinu, ne bi mogli da utiču na ishod i da kazinu nanesu gubitak, jer su igrali samo slotove i koristili slot bonuse.
Greetings all,
Dear Mr Bet Casino team,
Thank you for your email and the provided information.
Which way was the casino's decision reconsidered, please? Will the casino let the player’s balance/winnings untouched and available for play or withdrawal?
Based on all gathered and available information, it looks like the players played in the casino separately, and the collected winnings were won legitimately. Even if they played in the casino together, they would not be able to influence the outcome and cause the casino a loss, since they only played slots and used slot bonuses.
Žalba i dati podaci biće predmet interne diskusije casino.guru tima za žalbe. Ovde ću vas direktno obavestiti o rezultatima.
Rezultati interne rasprave trebalo bi da budu poznati 26. oktobra.
Hvala vam na razumevanju i strpljenju.
Greetings all,
I am sorry for the delayed reply.
The complaint and the provided data will be the subject of a casino.guru Complaints Team's internal discussion. I will inform you directly here about the results.
The results of an internal discussion should be known on the 26th of October.
Pošto ne mogu da se prijavim na mr bet i ćaskanje uživo radi samo kada sam prijavljen, ne mogu da saznam ovaj ID broj igrača
molim vas dajte mi moj ID broj igrača
i need the player id number to file a complaint
Since I can't log into mr bet and the live chat only works when I'm logged in, it's not possible for me to find out this player id number
please give me my player id number
ich brauche die player id number um eine beschwerde einreichen zu können
da ich mich nicht bei mr bet einloggen kann und der live chat nur im eingeloggten zustand funktioniert ist es für mich nicht möglich diese player id number herauszufinden
ich bitte um die herausgabe meiner player id number
Ali dozvolite mi da vam postavim nekoliko završnih pitanja.
Ako je reč o različitim igračima koji igraju sa povezanim nalozima, kako ste tvrdili, kako je moguće da su 3 od 4 igrača istovremeno podnela žalbe na casino.guru, a da nam svi pišu isto (ili bar slično) ) stvari? Čak je isti tip snimka ekrana priložen prvom postu u 2 od ovih pritužbi.
Ja se bavim 2 od ove 3 žalbe, ali znam da i treća nit sadrži istu vrstu odgovora, posebno poslednje.
Možete li to, molim vas, nekako racionalno da objasnite?
Alright, wolfram49, thank you for your confirmation.
But let me please ask you a few final questions.
If we are talking about separate players playing with the connected accounts, as you claimed, how is it possible that 3 of 4 players submitted complaints on casino.guru at the same time, while all of them write us the same (or at least similar) things? Even the same type of screenshot was attached to the first post in 2 of these complaints.
I am handling 2 of these 3 complaints, but I know that also the third thread contains the same type of replies, especially the last ones.
Hvala vam na prethodnoj potvrdi o podnošenju žalbe nadležnom organu za igre na sreću. Žalbom će se upravljati u skladu sa informacijama koje deli vaš prijatelj/kolega u povezanoj žalbi ( https ://casino.guru/mr-bet-casino-the-plaier-s-account-got-blocked-4 ).
Pošto nismo u mogućnosti da u dovoljnoj meri razmotrimo žalbu na osnovu podataka koje nam je dostavio kazino, a vi ste podneli žalbu regulatoru, ovu žalbu (privremeno) zatvaramo kao nerešenu za sada.
Molimo vas, kada dobijete odgovor od regulatora, obavestite nas o rezultatima i njegovoj odluci. Tada ćemo moći ponovo da razmotrimo žalbu na našoj strani.
Moguće je da nas obavestite ponovnim otvaranjem ove žalbe ili slanjem informacija/dokumenta na moju adresu e-pošte ( branislav.b@casino.guru ). U slučaju da nam bilo koja uključena strana ne dostavi konačnu odluku u razumnom roku, žalbu će ponovo otvoriti casino.guru.
Iskreno verujem da će vaš problem biti pažljivo pregledan i rešen.
Hvala vam puno na razumevanju i strpljenju.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear wolfram49,
Thank you for your previous confirmation about submitting a complaint to the gaming authority. The complaint will be managed according to the information shared in the related complaint (https://casino.guru/mr-bet-casino-the-player-s-account-got-blocked-4) by your friend/colleague.
As we are not able to sufficiently review the complaint based on the data provided by the casino, and you filed a complaint with the regulator, we are (temporarily) closing this complaint as unresolved for now.
Please, once you have a response from the regulator, let us know about the results and its decision. We will then be able to reconsider the complaint on our side.
It is possible to let us know by reopening this complaint or by sending information/documents to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru.
I sincerely believe your issue will be carefully reviewed and resolved.
Thank you very much for your understanding and patience.
Nadamo se da će vas ova poruka dobro naći. Želeli smo da pratimo vaš slučaj, koji je pre izvesnog vremena na našoj veb stranici označen kao „Čeka se regulatora". Pitali smo se da li je bilo ažuriranja ili rešenja od našeg poslednjeg razgovora.
Ako je Vaš slučaj rešen od strane Uprave za licenciranje, molimo Vas da nam prosledite njihovu zvaničnu izjavu na branislav.b@casino.guru . S druge strane, da je presuda bila u korist kazina, i dalje bi nam bilo od velike pomoći da znamo. Razumemo da je prošlo dosta vremena, ali ažuriranje vaše žalbe će nam omogućiti da ili izdajemo crne tačke kazinu (ako je presuda bila u vašu korist) ili da upozorimo druge igrače i korisnike o slučajevima u kojima Uprava podržava operatera.
Zaista cenimo vašu saradnju i vaš odgovor bi nam bio od velike pomoći.
Hvala unapred na odgovoru.
Dear wolfram49,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at branislav.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
