Igrač iz Grčke kritikuje odgovornu praksu kockanja. Igrač je savetovan kako da pravilno zatraži samoisključivanje, ali je odlučio da ga više ne zanima naša pomoć. Stoga smo zatvorili žalbu.
The player from Greece criticizes responsible gambling practices. The player was advised on how to request self-exclusion properly, but he decided he was no longer interested in our help. Therefore, we closed the complaint.
Igrač iz Grčke kritikuje odgovornu praksu kockanja. Igrač je savetovan kako da pravilno zatraži samoisključivanje, ali je odlučio da ga više ne zanima naša pomoć. Stoga smo zatvorili žalbu.
Dobro jutro. Ja sam igrač u kazinu devet. Kazino o kome je reč nije me zaštitio kako bi trebalo postavljanjem mesečnih ograničenja depozita. Kada neko postavi limit depozita od 50 evra mesečno npr. On može ukloniti ovu granicu u roku od 24 sata i izgubiti mnogo. Kazino bi trebalo da mi vrati novac. Samo zato što ne radi na limitima depozita kako bi trebalo.
Good morning. I am a player at nine cazino. The casino in question did not protect me as it should by setting monthly deposit limits. When someone sets a deposit limit of 50 euros per month, for example. He can remove this limit within 24 hours and lose a lot. The casino should refund my money. Only because it doesn't work on the deposit limits as it should.
Καλημερα. Ειμαι παικτης στο nine cazino . Το εν λογο καζινο δεν με προστατευσε οπως θα επρεπε βαζοντας ορια καταθεσεων με το μηνα . Οταν καποιος βαλει ορια καταθεσεων 50 ευρω ανα μηνα παραδειγμα. Μπορει μεσα σε 24 ωρες να αφαιρεση αυτο το οριο και να χασει παρα πολλα . Το καζινο θα πρεπε να μου επιστρεψει χρηματα . Μονο και μονο γιατι δεν λειτουργει στα ορια καταθεσης οπως θα επρεπε.
Dragi georgeflas,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Proverio sam odeljak odgovornog kockanja i našao sam ovo:
„5. Granice
5.1. Postavite ograničenje
Ograničenja depozita su deo naše politike odgovornog igranja i mogu vam pomoći da kontrolišete iznos koji trošite. Možete odabrati da primenite dnevno, nedeljno ili mesečno ograničenje. Alternativno, možete izabrati da primenite kombinaciju ovih ograničenja za dodatnu kontrolu.
Preporučujemo da članovi postave ograničenje iznosa novca koji troše. To možete učiniti jednostavno u 'Moj nalog', a zatim u 'Odgovorno igranje' tako što ćete umetnuti iznos u jedan ili više polja 'Dnevno ograničenje', 'Nedeljno ograničenje' ili 'Mesečno ograničenje'. Dobra je ideja da sebi date budžet. To znači da ako počnete da igrate više nego što želite, bićete upozoreni.
Ako postavite ograničenje depozita, svaki vaš zahtev za povećanje ili uklanjanje tog ograničenja neće stupiti na snagu 24 sata. Ovo vam daje priliku da imate vremenski period koji će vam omogućiti da preispitate da li zaista želite da povećate limit svog depozita. Ako podnesete zahtev za smanjenje limita depozita pre isteka relevantnog perioda ili da postavite ograničenje, ovaj zahtev će odmah stupiti na snagu. Možda ćete takođe želeti da postavite ograničenja opklade koja će vam omogućiti da kontrolišete maksimalan iznos na koji pristajete da uložite u svakom vremenskom periodu."
Takođe sam testirao limit depozita i jasno ste dobili obaveštenje da ćete moći da promenite limit depozita nakon 24 sata. Molimo pogledajte ovde:
Nažalost, ne postoje jedinstveni propisi koji bi se primenili na sva kazina, a alatima za zaštitu igrača upravlja isključivo kazino. Neki kazina imaju širok izbor odgovornih alata za kockanje, ali nijedan od njih nije obavezan, a nažalost, neka kazina rade bez njih. Štaviše, kazina imaju slobodne ruke kada dizajniraju svoje alate za zaštitu igrača i bili ste jasno obavešteni o tome kako ovaj alat funkcioniše.
Ako smatrate da vam je potrebna bolja zaštita, uvek možete ponovo da razmislite o izboru za samoisključivanje, ali mi nismo u poziciji da prisiljavamo kazina da menjaju limite depozita kako bi odgovarali individualnim potrebama svakog igrača.
Obavestite me ako postoje dodatne informacije koje sam prevideo, ali bojim se da ovde više ništa ne možemo da uradimo.
Hvala vam unapred na razumevanju.
Srdačan pozdrav,
Kristina
Dear georgeflas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:
"5. Limits
5.1. Set a limit
Deposit limits are part of our Responsible Gaming Policy and can help you to control the amount you spend. You can choose to implement a daily, weekly, or monthly limit. Alternatively, you can choose to implement a combination of these limits for extra control.
We recommend that members set a limit on the amount of money they spend. You can do this simply at ‘My Account’ and then ‘Responsible Gaming’ by inserting an amount in one or more of the ‘Daily Limit’, ‘Weekly Limit’ or ‘Monthly Limit’ boxes. It is a good idea to give yourself a budget. This means that if you start to play more than you want to, you will be alerted.
If you set a deposit limit, any request by you to increase or remove that limit will not take effect for 24 hours. This is to give you a chance to have a period of time which will allow you to reconsider whether you really want to raise your deposit limit. If you make a request to lower your deposit limit before the relevant period has ended or to set a limit, this request will take effect immediately. You may also want to set Wagering Limits which will allow you to control the maximum amount you agree to wager in each time period."
I also tested the deposit limit and you clearly receive a notification that you will be able to change your deposit limit after 24 hours. Please, see here:
Unfortunately, there aren’t unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely. Furthermore, casinos have free hands when designing their player protection tools and you were clearly notified about how this tool works.
If you feel like you need better protection, you can always reconsider opting for self-exclusion, but we are not in a position to force casinos to change deposit limits to fit each player's individual needs.
Please let me know if there is any additional information that I have overlooked, but I’m afraid there is nothing more we can do here.
Thank you very much in advance for your understanding.
Best regards,
Kristina
Dobro jutro, zatražio sam da zauvek zatvorim svoj nalog. 12. marta nisu i dozvolili su mi da ponovo otvorim račun. 7. aprila. Zahtevam vraćanje depozita od 7. aprila do danas. u bruno kazinu gde sam imao nalog i tražio sam da se zauvek zatvori, a kada sam to tražio nisu mi ga ponovo otvorili jer su razumeli problem. treba da rade isto. sve dok je u istom društvu.
Good morning, I requested to close my account forever. on March 12. they didn't and let me reopen my account. on April 7. I am requesting my deposits back from April 7th to today. at bruno cazino where I had an account and I asked for it to be closed forever and when I asked for it they did not reopen it for me because they understood the problem. they should do the same. as long as it is in the same company.
καλημερα αιτήθηκα κλείσιμο του λογαριασμού μου για πάντα. στις 12 μαρτιου . δεν το πραξανε και με αφησανε να ξανανοιξω το λογαριασμο μου. στις 7 απριλιου . ζητω τις καταθεσεις μου πισω απο τις 7 απριλιου μεχρι σημερα. στο bruno cazino που ειχα λογαριασμο και ζητησα να κλεισει για παντα ακομα και οταν το ζητησα δεν μου τον ξανανοιξαν γιατι καταλαβαν το προβλημα . το ιδιο θα επρεπε να κανουν και αυτοι. εφοσον ειναι στην ιδια επιχείρηση.
Hvala vam na odgovoru, georgeflas. Da li sam dobro razumeo da je vaš nalog zatvoren 12. marta i ponovo otvoren 7. aprila? Možete li proslediti svoj zahtev za samoisključivanje na KSKSKSKSKS0@email.kkkkk ? Alternativno, možete ga objaviti ovde.
Pored toga, molimo vas da prosledite i bilo koju drugu relevantnu komunikaciju između vas i kazina. Hvala vam.
Thank you for your reply, georgeflas. Do I understand correctly that your account was closed on March 12 and reopened on April 7? Could you please forward your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.
Additionally, please also forward any other relevant communication between you and the casino. Thank you.
Dobro veče . Počnimo od početka, otvorio sam račun u decembru 2021. Položio sam 300 evra bez bonusa, osvojio sam iznos od 8500 evra. Pokušavam da verifikujem svoj nalog. Trebalo nam je 5 dana, konačno sam uspeo. Ali zbog svoje strasti igrao sam se sa novcem i uspeo da napravim malo povlačenje. Na kraju sam izgubio ono što sam osvojio i mnogo više! U nekom trenutku sam odlučio da zauvek zatvorim svoj nalog! Sredinom 2022. nismo se setili tačnog datuma na nalogu, bilo je ko da postavi limite kao i opciju zatvaranja naloga. Odlučio sam da zatvorim zauvek! Nemam snimak ekrana za ovo! Posle mesec dana razgovarao sam sa ćaskanjem i uspeo sam da ga ponovo otvorim za 7 dana! Stalno sam gubio novac... Postavio sam mesečne limite, ali nažalost nisu radili! Koja je poenta postavljati ograničenje na mesec dana i moći da ga promenite za 24 sata? Nema bezbednosnih ograničenja za igrače! Ponovo odlučujem da staru zabranu učinim zauvek. Samo što su pomenuli opciju iz menija naloga. Zato sam razgovarao u ćaskanju uživo 12. marta i zamolio ih da zauvek zatvore moj nalog kako se nikada više ne bi otvorio! Rekli su mi da je u redu. I moj nalog je bio onemogućen! Odavde su svakako i na osnovu moje aktivnosti shvatili da sam problematičan kockar, ljut! 7. aprila molim tsat uživo da ponovo otvori moj nalog. Za 24 sata nalog je već bio aktivan. Već gubim mnogo novca i šaljem im poruku da mi vrate depozite od 7. aprila 2023. do danas. Gde to pričamo? Zato što sam ih zamolio da zatvore moj nalog i da ga nikada više ne otvore! Nešto nisu uradili kako treba! Ljudi obično zapisuju prava i želje svakog igrača! Njihovo ponašanje je prevarantsko! Sramota bilo koga koga su ubacili u svoje mreže i shvatili svoju slabost pošto sve kroje i sašiju po svojim merama na osnovu dozvole za rad gde dođavola! Uzmi članak o takozvanom kazinu... Šaljem vam samo neke
Good Evening . Let's start from the beginning, I opened an account in December 2021. I placed 300 euros without bonuses, I won an amount of 8500 euros. Trying to verify my account. It took us 5 days, I finally made it. But because of my passion I played with the money and managed to make a small withdrawal. In the end, I lost what I had won and much more! At some point I decided to close my account forever! In the middle of 2022 we did not remember the exact date on the account, there was someone to set limits as well as the option to close the account. I chose to close forever! I don't have any screenshot for this! After a month I talked to the chat and I was able to open it again in 7 days! I kept losing money... I set monthly limits but unfortunately they didn't work! What is the point of setting a limit for a month and being able to change it in 24 hours? No safety limit for the players! I decide again to make the old ban forever. Only that they had mentioned the option from the menu of the account. So I spoke on the live chat on March 12 and asked them to close my account forever so that it will never be opened again! They told me it was fine. And my account was disabled! Certainly from here and based on my activity they understood that I am a problem gambler, an anger! On April 7th, I ask live tsat to reopen my account. In 24 hours the account was already active. I am already losing a lot of money and I am sending them a message to send me the deposits back from April 7, 2023 to today. Where are we talking? Because I had asked them to close my account and never open it again! Something they didn't do as they should! People normally write down the rights and wishes of each player! Their behavior is that of fraudsters! Shame on anyone they put in their nets and realize their weakness since they cut and sew everything to their measurements based on their license to operate where the hell! Take an article about the so-called casino... I am sending you only some
Καλησπερα . Ας τα παρω λιγο απο την αρχη άνοιξα λογαριασμό τον Δεκέμβριο του 2021 . Τοποθετησα 300 ευρω χωρις μπονους κερδισα ενα ποσο 8500 ευρω . Στην προσπαθεια μου να επαληθευσω το λογαριασμο μου . Μας πηρε 5 μερες τελικα τα καταφερα . Αλλα λογο του παθος μου επαιξα τα χρηματα και καταφερα να κανω ενα μικρο μερος αναληψη χρηματων. Στην συνεχεια εχασα οτι ειχα κερδισει αλλα και πολλα περισσοτερα! Καποια στιγμη αποφασισα να κλεισω το λογαριασμο μου για παντα ! Στα μεσα του 2022 δεν θυμαμε ακριβης ημερομηνια στο λογαριασμο υπηρχε να βαλει καποιος ορια οπως και η επιλογη κλεισιμο λογαριασμου. Επελεξα κλεισιμο για παντα !δεν εχω καποιο screenshot για αυτο! Μετα απο ενα μηνα μιλησα με το τσατ και μπορεσα να τον ξανανοιξω παλυ σε 7 μερες! Συνεχιζα να χανω χρηματα .... εβαλα ορια με το μηνα αλλα δυστηχως δεν λειτουργουσαν ! Τι νοημα εχει να βαλω οριο για ενα μηνα και να μπορω να το αλλαζω σε 24 ωρες? Κανενα οριο ασφαλειας για τους παικτες!αποφασιζω ξανα να κανω παλυ αποκλεισμο για παντα . Μονο που ειχαν αφερεσει πλεον την επιλογη απο το μενου του λογαριασμου. Ετσι μιλησα στο live chat στις 12 μαρτιου και τους ζητησα να μου κλεισουν το λογαριασμο για παντα να μην ξανανοιξει ποτε ! Μου ειπανε ενταξει . Και ο λογαριασμος μου απενεργοποιηθηκε! Βεβαια απο δω και περα βαση της δραστηριότητας μου καταλαβαν οτι ειμαι ενας προβληματικος τζογαδορος, ενα θυμα ! Στις 7 απριλιου ζηταω στο live tsat να ανοιξει παλυ ο λογαριασμος μου . Σε 24 ωρες ο λογαριασμος ηταν παλυ ενεργος . Χανω παλυ αρκετα χρηματα και τους στελνω μηνυμα να μου στειλουν τις καταθεσεις πισω απο 7 απριλιου 2023 μεχρι σημερα. Που μιλαμε . Γιατι τους ειχα ζητησει να κλεισει ο λογαριασμος μου και να μην ξανανοιξει ποτε! Κατι το οποιο δεν πραξανε οπως θα επρεπε! Οι ανθρωποι γραφουνε κανονικα τα δικαιωματα και την επιθυμια του καθε παικτη ! Η συμπεριφορα τους ειναι συμπεριφορα απατεώνων! Κριμα σε όποιον βάλουν στα δίχτυα τους και καταλάβουν την αδυναμία τους αφού κόβουν και ράβουν τα πάντα στα μέτρα τους βάσει της άδειας λειτουργίας τους πού είναι του κώλου! Παρτε και αρθρο για το λεγομενο καζινο... σας στελνω μονο καποιες
Da li sam dobro razumeo da niste sačuvali zahtev za zatvaranje naloga? Bojim se da je ovo ključni dokaz za nas da nastavimo sa ovakvim pritužbama i ako niste u mogućnosti da je pružite, naše mogućnosti pomoći su veoma ograničene.
Do I understand correctly that you didn't save your account closure request? I am afraid that this is crucial evidence for us to proceed with a complaint like this and if you are not able to provide it, our options to help are very limited.
Da li ste primili mejl koji sam vam poslao? U vašoj e-pošti. Sa njihovim odgovorom meni? I ima li snimaka ekrana? Možete li ih javno pozvati da ovde stave razgovor 12. marta koji smo vodili u ćaskanju uživo sa njihovim predstavnikom? Imaju kopiju razgovora o zatvaranju mog naloga 12. marta! Oni su dužni da to urade! Osim ako ne prihvate da su prevaranti!
Did you receive the email I sent you? In your email. With their response to me? And any screenshots? Can you publicly invite them to put here the conversation on March 12 that we had on the live chat with their representative? They have a copy of the conversations about closing my account on March 12th! They are obliged to do it! Unless they accept that they are frauds!
Λαβατε το email που σας εστειλα? Στο email σας. Με την απαντηση τους προς εμενα? Και καποια screenshot? Μπορειτε να τους καλεσετε δημοσια να βαλουν εδω την συνομιλία στις 12 μαρτιου που καναμε στο live chat με εκπρόσωπο τους? Αυτοι εχουν αντιγραφο τις συνομιλιας για το κλεισιμο του λογαριασμου μου στις 12 μαρτιου! Ειναι υποχρεωμενοι να το κανουν ! Εκτος αν αποδεχονται οτι ειναι απατεωνες !
Da, naravno, video sam vaše imejlove i snimke ekrana, ali ništa od toga nije početni zahtev za zatvaranje naloga. Sve što vidim je da se suočavate sa kazinom da su vam dozvolili da ponovo otvorite račun, iako ste ih ranije tražili da ga zatvore.
Bojim se da ako niste obavestili kazino o svom problemu sa kockanjem u početnom zahtevu za samoisključivanje, nemate pravo na povraćaj novca. Mogli bismo pomoći samo ako ste jasno izrazili svoje probleme (koji ne vidim nigde pomenuti u vašim porukama) i kazino odbije da zatvori vaš nalog.
Ako još uvek imate pristup svom nalogu, jedino što mogu da preporučim u ovom trenutku je da pošaljete još jedan zahtev za samoisključivanje. Kada se prijavljujete za samoisključivanje, jasno navedite razlog zašto želite da vaš nalog bude deaktiviran i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv jer podrška za kazino prima mnogo zahteva dnevno, pa ako je vidljivo označena imate veće šanse da vaš zahtev bude odobren što je pre moguće. Takođe bih toplo preporučio da uvek sačuvate svoj zahtev za samoisključivanje kako biste imali validan dokaz o takvoj radnji.
Primer:
Naslov e-pošte: Samoisključivanje
Podaci o igraču:
Ime:
Prezime:
Rođenje:
Prijava u kazino:
Adresa E-pošte:
„Pozdrav kkk kkk,
Pišem da vas obavestim da želim da odmah isključim iz ovog kazina i da ne primam bilo koji marketinški materijal u vezi sa kockanjem na minimalni period od kkk meseci/godina (doživotno).
Razlog koji je prethodio mojoj odluci je kkk (zavisnost od kockanja/problem)
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite još jednu e-poštu NineCasinu i obavestite me o svim daljim dešavanjima. Hvala unapred.
Yes, of course, I saw your emails and screenshots, but none of it is the initial request for account closure. All I can see is you confronting the casino that they let you reopen the account, even though you asked them to close it in the past.
I am afraid that if you did not inform the casino about your gambling problem in the initial self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.
If you still have access to your account, the only thing I can recommend at this point is to send another self-exclusion request. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction/problem)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to NineCasino and keep me informed about any further developments. Thank you in advance.
Dobro jutro . Da sam znao koji su prevaranti, napravio bih snimke ekrana. Ali ne vidim da devet kazina daje snimke! Ponovo 5 evra lopovima u bilo kom kazinu! Žalba grčkoj komisiji za kontrolu igara na sreću. Zatvorite ovu diskusiju, boriću se protiv njih na drugi način!
Good morning . If I knew what scammers they are I would have taken screenshots. But I don't see nine cazino giving snapshots! 5 euros again to thieves in any casino! Complaint to the Greek Gaming Control Commission. Close this discussion, I will fight them in another way!
Καλημερα . Αν ηξερα τι απατεωνες ειναι θα ειχα κρατησει στιγμιοτυπα. Αλλα δεν βλεπω να δινει στιγμιοτυπα το nine cazino! Ουτε 5 ευρω ξανα σε κλεφτες σε κανενα καζινο! Καταγγελια στην ελληνικη επιτροπη ελενχου παιγνιων. Κλειστε αυτη την συζητηση θα τους πολεμησω με αλλο δρομο!
Razumem i iskreno se nadam da će vam moj savet o tome kako da zatražite samoisključivanje biti od pomoći u budućnosti. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći i sada ću zatvoriti ovu žalbu na vaš zahtev. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
I understand and I honestly hope that my advice on how to request self-exclusion will be helpful to you in the future. I am sorry we could not be of more help on this occasion and I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
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.
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