Dobar dan
Ovim podnosim žalbu protiv mystake-casino-a, koji je zajedno sa rolletto-casino-om u vlasništvu i kojim upravlja OnyxioN BV (matični broj: 151296; registrovan u Curaçao-u).
Dana 28. aprila 2022. podnio sam zahtjev Rolletto livechatu za hitnu zabranu zbog ovisnosti o kockanju, što je odmah odobreno. Nažalost, nakon zabrane Rolletta nakon 28. aprila, još uvijek sam mogao uplatiti preko 5000 eura u sestrinskom kazinu mystake i izgubiti.
Osećam se kao da mi je trebalo zabraniti pristup u oba kazina. Ovo iz sljedećeg razloga:
Mystake casino i Rolletto casino koriste jedan te isti chat . Ako istovremeno otvorim mystake chat i Rolletto chat, razgovori se prikazuju sinhrono. Podrška iza chata je stoga odgovorna i za rolletto i za mystake chat u isto vrijeme. To je jedna te ista osoba koja stoji iza oba razgovora uživo.
Kada sam suočio mystake casino sa ovom činjenicom, lagali su me ili je chat prekinut.
12. maja 2022. zaposlenik Mystake-a mi je napisao:
"Poštovani kupče,
Obavještavamo vas da u skladu sa Uvjetima i odredbama Politike privatnosti web stranice, ne dijelimo niti primamo lične podatke od naših kupaca. Shodno tome, kao nezavisni brend, MyStake ne drži informacije koje čuvaju drugi brendovi." .
Iz navedenih razloga, to nije tačno. Kada pišem Rolletto Casino putem live-chata, poruka se takođe pojavljuje u mystake-chatu u isto vreme. Činjenica da ne razmjenjujete nikakve informacije jedni s drugima može se gledati samo cinično, jer je jedna osoba dostupna i odgovorna i za rolletto i za mystake chat u live chatu. Ako napišem podršci u Rolletto chat-u da želim da me odmah blokiraju, to bi trebalo da se odnosi i na mystake casino iz navedenih razloga.
Rado bih dostavio razne dokumente koji to dokazuju. Ali prije nego što odgovorite, zamolio bih vas da uradite sljedeće: Otvorite Rolletto-chat i mystake-chat i napišite nešto. Bićete zapanjeni.
Činjenica da dotična sestrinska kazina nemaju informacije o tome šta je napisano u drugom chatu (npr. zabrana igre zbog ovisnosti o kockanju) je jednostavno smiješna.
Hteo bih da vam pošaljem PDF, ali nisam mogao da ga učitam ovde.
Nadam se vašem odgovoru.
Srdačan pozdrav
Good day
I hereby file a complaint against mystake-casino, which together with rolletto-casino is owned and operated by OnyxioN B.V. (registration number: 151296; registered in Curaçao).
On April 28, 2022, I applied to Rolletto livechat for an immediate ban due to gambling addiction, which was granted immediately. Unfortunately, after the ban at Rolletto after April 28th, I was still able to deposit over 5000 euros at the sister casino mystake and lose.
I feel like I should have been banned from both casinos. This for the following reason:
The mystake casino and the Rolletto casino use one and the same chat. If I open mystake chat and Rolletto chat at the same time, the chat conversations are shown synchronously. The support behind the chat is therefore responsible for both the rolletto and the mystake chat at the same time. It's one and the same person behind both livechats.
When I confronted mystake casino with this fact, I was lied to or the chat was terminated.
On May 12, 2022, a Mystake employee wrote to me:
"Dear Customer,
Please be informed, that according to the Terms & Conditions of the website Privacy Policy, we do not share or receive personal information from our customers. Accordingly, as an independent brand, MyStake do not hold information which is kept by other brands.".
For the reasons mentioned, this is not true. When I write to Rolletto Casino via live-chat, the message also appears in mystake-chat at the same time. The fact that you do not exchange any information with each other can only be viewed cynically, since one person is available and responsible for both the rolletto and the mystake chat in the live chat. If I write to the support in the Rolletto chat that I want to be blocked immediately, then this should also apply to the mystake casino for the reasons mentioned.
I would be happy to submit various documents that prove this. But before you answer, I would ask you to do the following: Open the Rolletto-chat and the mystake-chat and write something. You will be amazed.
The fact that the respective sister casinos have no information about what was written in the other chat (e.g. game ban for gambling addiction) is just ridiculous.
I would like to send you a PDF, but I couldn't upload it here.
I hope for your answer.
Best regards
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