Zdravo. Ja sam jedan od očigledno nekoliko igrača kojima su 14. marta 2023. godine zaključani računi, poništena isplate i zaplenjena sredstva u svih 8 kazina koje vodi PressEnter Group preko svoje kompanije PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
KSLBet.com
Već godinama sam korisnik mreže kazina, registrovao sam svoj NeonVegas nalog još 2020. godine, dok su neka od njihovih kazina novijeg datuma.
U poslednje vreme počeli su da nude bonuse na depozit na neobično visokoj frekvenciji. Imali su dnevne kampanje bonusa na depozite koje su nudile besplatne vrtnje, promocije turnira, a povrh toga su velikodušno nudile bonus novac na depozit s vremena na vreme.
Konstantno deponovanje u kombinaciji sa njihovom visokom naknadom za podizanje od 3 evra po povlačenju dovelo je do akumulacije bilansa u ovim pojedinačnim kockarnicama.
Bar u mom slučaju nisu mogli da izaberu bolji trenutak da mi konfiskuju sredstva u svih 8 kazina, skoro kao da je izračunato... pošto sam već imao 2 isplate na čekanju koje sam napravio dan ili dva ranije i kako sam je pokušao da izvrši treće povlačenje 14., isključili su moje račune sa Trustli Pai'n'Plai i njihov sistem je od mene zatražio da napravim depozit kako bih aktivirao uslugu Trustli. Očigledno da Pai'n'Plai funkcija nije radila uprkos uplati depozita.
Kontaktirao sam korisničku podršku i rekli su da će kontaktirati putem e-pošte. Nekoliko sati kasnije ispraznili su sve moje bilanse u kazinu i poslali mi i e-poštu sa korisničkog servisa jedinstvenog sajta (21.com) u ime cele njihove mreže od 8 kazina, govoreći kako sumnjaju da sam prekršio njihove odredbe i uslove i na osnovu da su mi "zaplenili" novac i zatvorili račune u svim njihovim kockarnicama. Sva zaplenjena imovina je bio pravi novac.
Moja pitanja o prirodi situacije naišla su na odgovor; „Svi detalji su navedeni u prethodnoj poruci" – koja je samo nejasno ukazivala na odeljke 17 i 20 njihovih uslova.
Nespremnost da dalje elaboriram zašto su mi zaplenili novac i blokirali račune, još jednom sam tražio da mi se novac vrati na bilanse u kazinu i da mi se dozvoli podizanje, a u slučaju da odbiju moj zahtev, takođe sam tražio da mi dostave ja sa pozivom na broj za incident kako bih mogao da otvorim tiket kod eCOGRA-e o ovom sporu.
Njihov odgovor je ponovo bio generičan u kojem se navodi da je moj zahtev prosleđen relevantnom odeljenju i da će mi se javiti putem e-pošte kada dobiju odgovor. Ova druga razmena je bila 15. i za sada nema odgovora.
Igrao sam po pravilima kazina; Založio sam svoje depozite i bonuse. Nisam igrao igre koje nisu dozvoljene sa bonus novcem, čak ni kada su nenajavljeno dodali neku od igara u kojima uživam na listi nedozvoljenih igara. Srećom, slučajno sam tog dana proverio uslove bonusa i primetio. Delom je to bila sreća, delom i to što sam bio oprezan jer sam primetio da počinju da dodaju igre na listu nedozvoljenih bez obaveštavanja korisnika o promenama, iako su takođe nedavno uneli promene u ToS o kojima su obavestili.
Sve u svemu, bio sam totalno šokiran akcijama koje je preduzela ova PressEnter grupa. Razumem da su gubitnici dobar posao za kazino i da im nudite promocije je način da ih naterate da igraju u vašem kazinu, ono što ne razumem je ovaj pokušaj krađe imovine klijenata kada kontinuirani napori da se ponude promocije nisu uspeli da okrenu klijenta u profitabilnu imovinu kompanije. Ovo se čini kao očajničko poslednje sredstvo da nadoknade svoje gubitke. U stvari, toliko očajan, da sam bio šokiran da bi kazino sa MGA licencom čak razmislio da pokuša nešto ovako, a kamoli da to uradi.
Hello. I'm one of the apparently several players who, on the 14th of march 2023, had their accounts locked, withdrawals cancelled and balances confiscated on all the 8 casinos run by PressEnter Group through their company PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
XLBet.com
I've been a customer for the casino network for years, I registered my NeonVegas account all the way back in 2020 while some of their casinos are of a more recent addition.
Lately they had started offering deposit bonuses on an unusually high frequency. They had daily deposit bonus campaigns that offered freespins, tournament promotions and on top of that they were generously offering bonus money on deposit every so often.
Constant depositing combined with their high withdrawal fee of 3 euro per withdrawal led to balance accumulation on these individual casinos.
At least in my case they couldn't have picked a better timing to confiscate my balances across all the 8 casinos, almost as if it was calculated... as I already had 2 pending withdrawals that I made day or two before and as I was attempting to make a third withdrawal on the 14th, they had disconnected my accounts from Trustly Pay'n'Play and I was asked by their system to make a deposit in order to activate the Trustly service. Obviously the Pay'n'Play function didn't work despite of making a deposit.
I contacted the customer service and they said they'll get in touch by email. Some hours later they emptied all my casino balances and sent me and email from the customer service of a singular site (21.com) on behalf of their whole network of 8 casinos telling how they suspect me of breaching their terms and conditions and based on that they've "confiscated" my money and closed down my accounts on all the casinos thereof. All the confiscated assets were real money.
My inquiries about the nature of the situation was met with response; "All the details are stated in the previous mail" - which only vaguely pointed to section 17 and 20 of their terms and conditions.
Unwillingness to elaborate further as to why they have confiscated my money and blocked my accounts, I once more requested my money to be returned to my casino balances and be allowed to be withdrawn and in the case they deny my request I also requested them to provide me with the reference number for the incident so that I can open a ticket with eCOGRA about this dispute.
Their response was again generic stating that my request has been forwarded to the relevant department and that they'll get back to me via email once they receive an answer. This latter exchange was on the 15th and as of yet, there has been no reply.
I have played by the rules of the casino; I've wagered my deposits and bonuses. I have not played games that aren't allowed with bonus money, even when they unannouncedly added one of the games I enjoy playing to the unallowed games list. Luckily I happened to check the bonus terms on that very day and noticed it. Well part of it being luck, part of it me being cautious as I had noticed them starting to add games to the unallowed list without notifying the customer about the changes, although they also recently made changes to the ToS that they did notify about.
All in all I was totally shocked by the actions taken by this PressEnter Group. I understand losing players are good business for casino and offering them promotions is a way to get them to play at your casino, what I don't understand is this attempted theft of customer assets when continuous effort of offering promotions has failed to turn the customer into a profitable asset for the company. This feels like a desperate last resort to recoup their losses. So desperate in fact, that I was shocked that an MGA licensed casino would even consider attempting something like this, let alone going for it.
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