NaslovnaPritužbeMr Big Wins Casino - Nalog igrača je suspendovan nakon odloženog povlačenja.
Mr Big Wins Casino - Nalog igrača je suspendovan nakon odloženog povlačenja.
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Mr Big Wins Casino
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The player from the United Kingdom had her account suspended after experiencing delayed withdrawals and was unable to access live chat. She received an email citing misuse of the website as the reason but believed it was due to her large balance. She sought her withdrawal money. The Complaints Team informed her that the casino had failed to provide requested evidence and answers within the given timeframe, leading to the complaint being marked as 'unresolved.' The team emphasized the lack of a valid license for the casino and the absence of a gaming authority to address the issue, suggesting that the unresolved status might impact the casino's rating.
Igračici iz Ujedinjenog Kraljevstva je suspendovan nalog nakon što je doživeo odloženo povlačenje i nije mogla da pristupi ćaskanju uživo. Dobila je e-poruku u kojoj je kao razlog navela zloupotrebu veb stranice, ali je verovala da je to zbog njenog velikog bilansa. Tražila je svoj novac za povlačenje. Tim za žalbe ju je obavestio da kazino nije dostavio tražene dokaze i odgovore u datom roku, što je dovelo do toga da je žalba označena kao „nerešena“. Tim je naglasio nedostatak važeće licence za kazino i odsustvo organa za igre na sreću koji bi se bavio ovim problemom, sugerišući da bi nerešen status mogao uticati na rejting kazina.
Tako sam uznemiren zbog ovoga. Konačno sam pomislio da ću pronaći dobar kazino za igranje na duge staze. Osvojio sam mnogo ovde i onda saznam da su isplate bile jednom nedeljno, ali sam ostao pri njima.
Moja poslednja 2 povlačenja su odložena, ali ćaskanje uživo je uvek pokušavalo da pomogne. Danas na svoje iznenađenje saznajem da je moj nalog suspendovan. Ćaskanje uživo je takođe sada blokirano. Poslali su mi e-poštu u kojoj je pisalo „U skladu sa odeljkom 6.3 naših uslova i odredbi, koji kaže
da zloupotreba veb stranice ili njenog softvera može dovesti do zatvaranja
i/ili blokiranje naloga na čekanju za rešavanje, trenutno smo
detaljno pregledajući ovo pitanje. Budite sigurni da ćemo ovo uzeti
stvari ozbiljno i imaju za cilj da ih tretiraju transparentno i pravično."
Ovo nije 100 posto tačno, samo zato što imam veliki balans, mislim da se sada opravdavaju. Želim svoj novac za povlačenje onda oni mogu da rade šta žele sa mojim računom.
I'm so upset about this. I finally thought i find a good casino to play with long term. I won alot here and then I find out withdrawals were once a week but I stuck with them.
My last 2 withdrawals were delayed but live chat always tried to help. Today to my surprise i find out my account is suspended. Live chat also blocked now. They sent me an email saying "In accordance with Section 6.3 of our terms and conditions, which states
that misuse of the website or its software may result in the closure
and/or blocking of an account pending resolution, we are currently
reviewing this matter thoroughly. Please rest assured that we take these
matters seriously and aim to handle them with transparency and fairness."
This is 100 percent not accurate it's just because I have a large balance I think they making excuses now. I want my withdrawal money then they can do what they want with my account.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za poteškoće koje ste imali sa svojim nalogom u kazinu.
Da biste nam pomogli da detaljno istražimo vaš problem, navedite sledeće detalje:
Tačne datume i iznose vaša poslednja dva pokušaja povlačenja.
Bilo koji posebni razlozi koje je kazino naveo za kašnjenja u obradi ovih povlačenja.
Snimci ekrana ili kopije korespondencije putem e-pošte koju ste primili od kazina, posebno one koja citira Odeljak 6.3 njihovih uslova i odredbi.
Detalji o svakoj komunikaciji koju ste imali sa podrškom za ćaskanje uživo u kazinu u vezi sa suspenzijom vašeg naloga.
Svaki dodatni dokaz ili dokumentacija koja potkrepljuje vašu tvrdnju o velikom saldu i vaše pokušaje da povučete sredstva.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Ako imate bilo kakvu relevantnu komunikaciju ili dodatne dokumente, molimo vas da ih prosledite na petronela.k@casino.guru .
Dear Elena1233,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your account at the casino.
To help us investigate your issue thoroughly, could you please provide the following details:
The exact dates and amounts of your last two withdrawal attempts.
Any specific reasons provided by the casino for the delays in processing these withdrawals.
Screenshots or copies of the email correspondence you have received from the casino, particularly the one citing Section 6.3 of their terms and conditions.
Details about any communication you have had with the casino's live chat support regarding the suspension of your account.
Any additional evidence or documentation that supports your claim of a large balance and your attempts to withdraw funds.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
If you have any relevant communications or additional documents, please forward them to petronela.k@casino.guru.
Ponovo su me kontaktirali da kažu da je sada trajno zatvoreno i da mi neće dati detalje zašto. Priloženi dokazi.
Tačne datume i iznose vaša poslednja dva pokušaja povlačenja
:
Povlačenje izvršeno 29. maja trebalo je da traje 1 nedelju, ali ga nije dobilo do 10. juna nakon što sam molio ćaskanje uživo za pomoć.
Još jedno povlačenje 10. juna trebalo je da bude objavljeno 12. juna, ali su rekli da ima kašnjenja i da su sada blokirali moj nalog.
Svi specifični razlozi koje je kazino naveo za kašnjenja u obradi ovih isplata:
Rekli su da su odloženi zbog velikog broja zahteva za povlačenje, ali su sada rekli pošto je moj nalog blokiran da ih uopšte neće obrađivati. Stalno govore zbog lažnih aktivnosti, ali mi ne govore nikakve detalje. Nisam uradio ništa loše, samo ne žele da isplate.
Snimci ekrana ili kopije korespondencije putem e-pošte koju ste primili od kazina, posebno one koja citira Odeljak 6.3 njihovih uslova i odredbi.
U prilogu
Detalji o svakoj komunikaciji koju ste imali sa podrškom za ćaskanje uživo u kazinu u vezi sa suspenzijom vašeg naloga.
U prilogu
Svaki dodatni dokaz ili dokumentacija koja potkrepljuje vašu tvrdnju o velikom saldu i vaše pokušaje da povučete sredstva
u prilogu
Theyve contacted me again to say it's now permanently closed and won't give me the details why. Attached evidence.
The exact dates and amounts of your last two withdrawal attempts
:
Withdrawal made 29th May was meant to take 1 week but didn't get it until 10th June after begging live chat to help.
Another withdrawal 10th June was meant to be professed 12th June but they said there were delays and this is when they've now blocked my account.
Any specific reasons provided by the casino for the delays in processing these withdrawals:
They said they were delayed due to high withdrawal requests but have now said as my account is blocked they won't be processing at all. They keep saying because of fraudulent activity but doesn't tell me any details. I haven't done anything wrong they just don't want to pay out.
Screenshots or copies of the email correspondence you have received from the casino, particularly the one citing Section 6.3 of their terms and conditions.
Attached
Details about any communication you have had with the casino's live chat support regarding the suspension of your account.
Attached
Any additional evidence or documentation that supports your claim of a large balance and your attempts to withdraw funds
Dozvolite mi da potvrdim, da li ste optuženi za kreiranje više naloga u ovom kazinu?
Pre nego što nastavimo da kontaktiramo kazino radi potkrepljujućih dokaza, da li biste mogli da pojasnite da li postoji šansa da je neko drugi u vašoj porodici ili komšiluku napravio nalog sa iste IP adrese ili uređaja kao i vaš, ili da je možda koristio vašu adresu e-pošte?
Pored toga, da li su vaši dobici akumulirani dok ste koristili aktivni bonus?
Na kraju, da li je vaš nalog verifikovan u prošlosti?
Hvala vam.
Hi Elena1233,
Let me confirm, were you accused of creating multiple accounts with this casino?
Before we proceed to contact the casino for supporting evidence, could you please clarify if there’s a chance that someone else in your family or neighborhood may have created an account from the same IP address or device as yours, or possibly used your email address?
Additionally, were your winnings accumulated while using an active bonus?
Lastly, has your account been verified in the past?
Nisam optužen da pravim više naloga, rekli su da je to bezbednosni problem, ali nisu dali detalje kada sam pitao, a poslednja komunikacija koju su poslali (poslao sam vam kopiju ovoga danas e-poštom) je čak pisala „Iako priznajemo da ste možda neće lično biti odgovorni za ove radnje" i dalje blokiraju nalog.
Niko nema pristup mom nalogu. Otvoreno su priznali da nisam ni ja kriv. Nisam imao aktivne bonuse i ranije sam napravio MNOGO povlačenja. Dozvoljeno mi je samo jedno povlačenje nedeljno, tako da sam počeo da povlačim oko 12 puta pre nego što su mi blokirali nalog. Moj nalog je verifikovan od početka.
Hvala vam.
I was not accused of making multiple accounts they said it was a security issue but didn't give details when I asked and the last communication they sent ( I sent you a copy of this today by email) even said "While we acknowledge that you may not personally be responsible for these actions" they still blocking the account.
No one has access to my account. Theyve openly admitted its not even my fault. I had no active bonuses and made MANY withdrawals before. I was only allowed allowed make one withdrawal a week so I started withdrawing around 12 times before they blocked my account. My account was verified from the start.
Hvala vam puno, Elena1233, na pružanju svih potrebnih informacija. Sada ću vašu žalbu preneti kolegi Kubou ( jakub.m@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Elena1233, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Ja sam Kubo i od sada ću se pobrinuti za tvoju žalbu. Ako je bilo novih ažuriranja u vezi sa ovim slučajem od poslednje date informacije, obavestite me.
Želeo bih da pozovem predstavnike kazina Mr Big Vins da se pridruže ovoj diskusiji i pruže sve dostupne informacije koje će pomoći u rešavanju ovog problema.
Poštovani gospodine Big Vins Casino ,
Možete li da date sveobuhvatno objašnjenje ovog slučaja, uključujući razloge za zatvaranje naloga igrača?
Hvala unapred na odgovoru!
Srdačan pozdrav,
Kubo
Dear Elena1233,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Mr Big Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Mr Big Wins Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hvala vam na porukama. Želeo sam da vas obavestim da me je kontaktirao predstavnik kazina van ove teme. Oni trenutno razmatraju vaš slučaj, a ja ću vas obaveštavati o svim dešavanjima i zaključcima.
Hvala vam na strpljenju.
Dear Elena1233,
Thank you for your messages. I wanted to inform you that I have been contacted by the casino representative outside of this thread. They are currently reviewing your case, and I will keep you updated with any developments and conclusions.
Hteo sam da vam pružim novosti u vezi sa vašim slučajem. U ovom trenutku, vaš slučaj se još uvek razmatra i čekam odgovor od predstavnika kazina u vezi sa nekim dodatnim pitanjima koja su se pojavila.
U međuvremenu, želeo bih da se vratim na upit moje kolege Petronele o potencijalnoj vezi između vašeg naloga i drugog kazino naloga. Možete li, molim vas, pojasniti da li postoji ikakva šansa da je neko drugi u vašoj porodici ili komšiluku napravio nalog koristeći istu IP adresu ili uređaj kao i vaš? Pored toga, da li je moguće da je neko drugi koristio vašu adresu e-pošte za kreiranje naloga?
Dear Elena1233,
I wanted to provide an update regarding your case. At this moment, your case is still under review, and I'm waiting for a response from the casino representative regarding some additional questions that have arisen.
In the meantime, I would like to revisit a query from my colleague Petronela about the potential for a link between your account and another casino account. Could you please clarify if there is any chance that someone else in your family or neighborhood might have created an account using the same IP address or device as yours? Additionally, is it possible that your email address was used by someone else to create an account?
Niko drugi ne bi koristio sajt sa mojim uređajem ili IP adresom. Takođe, niko drugi nije koristio moju e-poštu. Takođe nikada nisam dobio e-poruke da kažem da se ni moja e-pošta ne koristi.
No one else would have used the site with my device or IP address . Also my email was not used by anyone else I also never received no emails to say my email was being used neither.
Hteo sam da vam pružim najnovije informacije o vašem slučaju. Aktivno komuniciramo sa predstavnikom kazina putem e-pošte da bismo rešili situaciju. U ovoj fazi postoji sumnja da je u kazinu bilo kreirano više naloga. Nažalost, u ovom trenutku ne mogu da podelim detalje istrage koja je u toku.
Zatražio sam od kazina da pruži nepobitne dokaze koji potkrepljuju njihove tvrdnje i trenutno čekam njihov odgovor. Razumem vašu frustraciju i uveravam vas da ću dati sve od sebe da vam pomognem da dobijete svoje dobitke ako su dobijeni na pravi način.
Želim da naglasim da se vaša zabrinutost shvata ozbiljno. Posvećeni smo transparentnom i poštenom procesu, a ja ću se pobrinuti da budete blagovremeno ažurirani sa svim novim informacijama.
Hvala vam na strpljenju i razumevanju. Ako imate bilo kakvih pitanja ili su vam potrebna dodatna pojašnjenja, ne oklevajte da nam se obratite.
Dear Elena1233,
I wanted to provide you with an update on your case. We are actively communicating with the casino's representative via email to resolve the situation. At this stage, there is a suspicion that multiple accounts may have been created at the casino. Unfortunately, I cannot share the specifics of the ongoing investigation at this moment.
I have requested the casino to provide undeniable evidence to substantiate their claims, and I am currently awaiting their response. I understand your frustration and assure you that I will try my best to help you receive your winnings if they were obtained rightfully.
I want to stress that your concerns are being taken seriously. We are committed to a transparent and fair process, and I will ensure you are updated promptly with any new information.
Thank you for your continued patience and understanding. If you have any questions or need further clarification, please do not hesitate to reach out.
Ok hvala puno. 100 posto garantujem da nisam napravio nijedan višestruki nalog pa se zaista nadam da će razumeti svoju grešku u ovome i dozvoliti mi da dobijem svoja sredstva Hvala još jednom i radujem se ažuriranju!!
Ok thanks so much. I 100 percent guarantee I have not made any multiple accounts so I really hope they understand their error in this and let me get my funds Thanks again and I look forward to the update!!
Kazino nažalost nije dostavio tražene dokaze i odgovore u datom roku. Nažalost, bez saradnje sa njihove strane, malo se toga može postići. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga kazina uzrokovano nerešenim žalbama moglo bi da pomogne u promeni njihovog pristupa. Ako kazino odluči da odgovori, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Preporučujem da u budućnosti birate kazina na osnovu njihovih recenzija i ocena kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Kubo
Dear Elena1233,
The casino unfortunately failed to provide requested evidence and answers within the given timeframe. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Kubo
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