Igraču iz Ujedinjenog Kraljevstva blokiran je račun bez daljnjeg objašnjenja. Kazino je blokirao račun u svrhu verifikacije, ali to nije objasnio igraču. Nakon nekog vremena, račun je ponovo otvoren i problem je riješen.
The player from United Kingdom had their account blocked without further explanation. The casino had blocked the account for verfification purposes but hadn't explained this to the player. After some time, the account was reopened and the issue was resolved.
Igraču iz Ujedinjenog Kraljevstva blokiran je račun bez daljnjeg objašnjenja. Kazino je blokirao račun u svrhu verifikacije, ali to nije objasnio igraču. Nakon nekog vremena, račun je ponovo otvoren i problem je riješen.
Zdravo,
Imam problem sa Paddy Power kazinom. Registrovao sam se u njihovom online kazinu prije otprilike mjesec dana, napravio depozit, igrao malo i moj račun je suspendovan. Prvo se to dogodilo prvog dana kada sam se registrovao, tražen mi je dokaz lične karte i adrese, koji sam odmah dostavio i moj nalog je ponovo aktiviran. Za otprilike nedelju dana moj nalog je ponovo suspendovan. Zamolili su me za fotografiju moje bankovne kartice. Odmah sam poslao fotografiju putem njihove usluge za ćaskanje i rečeno mi je da će moj nalog uskoro biti ponovo aktiviran. Sljedećeg dana račun je i dalje bio suspendovan. Mogu se prijaviti, ali ne mogu igrati nijednu igru niti podizati gotovinu sa računa. Pitao sam u live chatu i rečeno mi je da trebam pričekati da mi "specijalističko odjeljenje" ponovo aktivira nalog i da bi to trebalo biti uskoro, ali nisu dali nikakve konkretne informacije. Prošla je sedmica, a moj račun je i dalje bio deaktiviran. Kontaktirao sam live chat i u suštini mi je rečeno isto, imaju veliki broj prijava i da moram čekati "specijalističko odjeljenje".
Jučer su prošle 2 sedmice od 2. deaktivacije računa. Stoga sam posjetio lokalnu kladionicu Paddy Power i nadao se da će mi osoblje u radnji pomoći jer je uvijek ljepše razgovarati sa živom osobom nego sa chat botom ili čekati danima na odgovor na e-mail. Činilo se da mi zaposlenici u radnji uopće ne žele pomoći i samo su mi rekli da ne mogu pomoći oko problema s online računom. Rečeno mi je, opet, da čekam da mi "specijalistička služba" ponovo aktivira račun i rekli su mi da se to radi kako bi se spriječili problematični kockari i pranje novca. Ne vjerujem baš u to. Ako sam bio problematičan kockar, zašto su mi dozvolili da izgubim 100 £ na automatima u prodavnici, a kada sam osvojio oko 10 £ na mreži blokirali su mi račun tako da ne mogu dobiti svoj dobitak? I nisam problem kockar, imam striktno pravilo da svaki mjesec šaljem isti iznos za kockanje i ako ga izgubim ne igram do sljedećeg dana isplate. Nikada nisam imao problema da dobijem svoje dobitke u Paddy Powers shopovima (ili drugim kladionicama), ali ovo je bio prvi put da sam igrao online i mislim da kad razgovaraš s njima licem u lice da ti plaćaju, ali ako razgovaraš s njima putem chata ili e-poštom, mnogo je lakše tražiti "izgovore da ne platite". A ne vjerujem ni u izgovor za pranje novca, ako neko dobije novac kako to može biti pranje novca? A ako neko ukrade novac i izgubi ga onda je posao policije a ne kazina da zadrži pravi dobitak.
Stoga vjerujem da kazino samo želi zadržati moj dobitak. Oglašavaju se na TV-u i dobijam iskačuće prozore kada pretražujem da bi mi besplatno dali vrtnje u slotovima, ali to je zamka. Dali su mi besplatne okretaje, ali kada sam malo osvojio, rekli su da ću dobiti još besplatnih okretaja ako uplatim £10. Tako sam deponovao £10 i dobio besplatne okrete, ali su onda blokirali račun i zadržali i mojih 10£ i dobitak od besplatnih okretaja! Razgovarao sam sa drugim ljudima o tome i rekli su da su igrali sa Paddy Power online i da nisu imali nikakvih problema. Ali ne znam mogu li to vjerovati. Možda Paddy Power plaća neke ljude da se pretvaraju da su kupci u njihovoj radnji i samo kažu ljudima koji su žrtve njihove prevare da će sve biti u redu?
U svakom slučaju, zamolio bih vas da li mi možete pomoći oko ovoga. Razlog zašto ti vjerujem je taj što imam prijatelja koji je također imao problem sa kazinom (mislim da nije Paddy Power, već drugi kazino) i rekao je da si mu pomogao. Prije svega, moram reći da ne mogu platiti ni advokate ni bilo šta. Rečeno mi je da rješavate probleme kazina besplatno i ako je to slučaj, mene bi zanimalo. Ako naplaćujete svoju uslugu, zanemarite moju poruku jer mislim da se ne isplati plaćati uslugu spora kada je "samo £20". Iako mi se svakih 20 funti računa, čak i ako ne mogu da ih vratim, verovatnije bih bio zainteresovan da preduzmem mere da se ova vrsta prevare ne dogodi ni meni ni drugim ljudima u budućnosti. Mislim da se to ne bi trebalo desiti u zemlji kao što je Velika Britanija u kojoj velika kompanija sa prodavnicama u skoro svim gradovima koja sponzoriše fudbalske utakmice, ima reklame svuda na TV-u i internetu i onda samo uzimaju novac koji ljudi polažu? Mnogi ljudi to vjerovatno jednostavno ignorišu i uzmu, ali ako uzmu 20 funti od 1.000.000 ljudi, to znači "sjajnu i laku krađu"! Dakle, ako mi možete pomoći, recite mi šta trebam učiniti. Drago mi je da vam pružim sve detalje koji vam mogu zatrebati, sve dok ne moram ništa platiti. Hvala ti.
Srdačan pozdrav,
Sophie
Hello,
I have a problem with Paddy Power casino. I registered in their online casino about a month ago, made a deposit, played a little and my account has been suspended. It happened first on the first day when I registered, I was asked for a proof of ID and address, which I submitted promptly and my account was re-activated. In about 1 week my account has been suspended again. I was asked for a photo of my bank card. I sent the photo via their chat service straigh away and I was told my account would be re-activated soon. Next day, account was still suspended. I can login, but I can't play any games or withdraw my cash from the account. I asked on live chat and was told I need to wait until a "specialist department" re-activates my account and that it should be soon, but they didn't provide any more concrete information. A week passed and my account was still deactivated. I contacted live chat and was basically told the same, they have a high number of applications and that I need to wait for the "specialist department".
Yesterday it has been 2 weeks since the 2nd account de-activation. So I visited a local Paddy Power betting shop and hoped the staff in the shop would help me as it's always nicer to talk to a live person than to a chat bot or wait days for an email reply. The staff in the shop seemed that they didn't want to help me at all and just told me that they couldn't help with online account problems. I was told, again, to wait for the "specialist department" to re-activate my account and they told me that this is done in order to prevent problem gamblers and money laundering. I don't really believe that. If I was a problem gambler, why did they allow me to lose £100 on slot machines in the shop yet when I won about £10 online they block my account so I cannot get my winnings? And I'm not a problem gambler, I have a strict rule where I send the same amount for gambling every month aside and if I loose it I don't play until my next pay day. I never had a problem getting my winnings in Paddy Powers shops (or other betting shops), but this was the first time I played online and I think when you speak to them face to face they pay you but if you speak to them via chat or email it's much easier to make "excuses not to pay". And I don't believe the money laundering excuse as well, if someone wins money how can that be money laundering? And if someone steals money and looses it than it's the job of the police and not of the casino to keep genuine winnings.
Therefore I believe the casino just wants to keep my winnings. They advertise on TV and I get pop ups when browsing that they would give me slot spins for free, but that's a trap. They did give me free spins, but when I won a little, they said if I make a deposit of £10 I would get more free spins. So I deposited £10 and did receive the free spins, but then they blocked the account and kept both my £10 and the winnings from the free spins! I talked to other people about this and they said that they played with Paddy Power online and didn't have any problems. But I don't know if I can believe that. Maybe Paddy Power pays some people to pretend to be customers in their shop and just tell the people who fall victims of their fraud that everything will be OK?
Anyway, I would like to ask you if you could please help me with this. The reason I trust you is that I have a friend who also had a problem with a casino (I don't think Paddy Power, but another casino) and he said that you helped him. First of all, I must say I can't pay for any lawyers or anything. I was told you solve casino issues for free and if that's the case I would be interested. If you charge for your service, then please disregard my message as I don't think it's worth paying for a dispute service when it's "only £20". While every £20 counts for me, even if I can't get it back I would more likely be interested to take action so that this type of fraud doesn't happen either to me or to other people in the future. I think this shouldn't happen in a country like a UK where a big company with shops in almost all towns that sponsors football games, has adverts everywhere on TV and the internet and then they just take the money that people deposit? Many people probably just ignore it and take it, but if they take £20 from 1.000.000 people that adds up to a "great and easy steal"! So if you could help me please let me know what I need to do. I am happy to provide all the details that you may need as long as their is nothing I need to pay for. Thank you.
Best regards,
Sophie
Draga sophie_294,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih u potpunosti razumio cijelu situaciju. Možete li nas obavijestiti da li ste uspješno završili verifikaciju računa? Da li ste u prošlosti primili uspješne isplate iz ovog kazina? Koje igre ste igrali (igre uživo, slotovi ili multiplayer)?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unaprijed na odgovoru.
Srdačan pozdrav,
Petronela
PS: Uvjeravam vas da su naše usluge besplatne, i ne naplaćujemo nikakve naknade niti primamo bilo kakve donacije, tu smo da pomognemo igračima ako dožive bilo kakvu nepravdu od online kazina.
Dear sophie_294,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?
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
PS: I can assure you that our services are complimentary, and we don't charge any fees nor accept any donations, we are here to help the players if they experience any injustice from online casinos.
Draga Petronela,
hvala vam puno na vašem brzom odgovoru na moju žalbu. Vezano za Vaše pitanje, nakon slanja lične karte i dokaza o adresi rečeno mi je da je provjera uspjela i to vrlo brzo, u roku od nekoliko minuta od slanja dokumenata. Kada mi je račun blokiran po drugi put, zatraženo mi je kopije bankovne kartice i tu je ona ostala blokirana i nakon toga nije ponovo aktivirana.
Nikada nisam primio nikakve isplate putem interneta. Pobijedio sam u Paddy Power shopu gdje su mi odmah platili u gotovini, ali se nikada nisam povukao iz njihovog online kazina.
Što se tiče igranih igara, igrao sam samo slotove (mašine za voće). Nisam igrao nijednu igru za više igrača ili kazino igre uživo poput ruleta ili pokera.
A što se tiče "mi smo tu da pomognemo igračima ako dožive bilo kakvu nepravdu od online kazina.", hvala vam puno na tome! Jako je lijepo od vas i lijepo je vidjeti nekoga ko pokušava da pomogne ljudima besplatno. Siguran sam da će mnogi igrači cijeniti ono što radite za njih!
Hvala vam puno na tome još jednom i srdačan pozdrav,
Sophie
Dear Petronela,
thank you very much for your quick reply to my complaint. Regarding your question, after sending my ID and proof of address I was told that verification was successful and that was very fast, within a few minutes of me sending the documents. When my account was blocked for the 2nd time I was asked for a copy of my bank card and this is where it remained blocked and it wasn't re-activated after that.
I have never received any withdrawals online. I did win in the Paddy Power shop where they just paid me in cash straight away, but I never withdrew from their online casino.
Regarding the games played, I only played slots (the fruit machines). I didn't play any multiplayer games or live casino games like Roulette or Poker.
And regarding "we are here to help the players if they experience any injustice from online casinos.", thank you very much for that! It's very nice of you and nice to see someone trying to help people for free. I'm sure many players will greatly appreciate what you do for them!
Thank you very much for that again and best regards,
Sophie
Hvala vam puno, sophie_294, na pružanju svih potrebnih informacija. Sada ću prenijeti vašu žalbu kolegi Adamu ( adam.m@casino.guru ) koji će vam biti na pomoći. Želim vam puno sreće i nadam se da će vaš problem biti riješen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, sophie_294, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo sophie_294,
Pregledao sam vaš slučaj i pokušat ću kontaktirati kazino da vidim mogu li vam pomoći.
Pozivamo Paddy Power Casino da se pridruži razgovoru i pomogne u rješavanju ove žalbe.
Hello sophie_294,
I have reviewed your case and will try to contact the casino to see if I can help.
We would like to invite Paddy Power Casino to join the conversation and to aid in the resolution of this complaint.
Draga Sophie,
Do sada se borim da pronađem direktan način (kao što je e-mail adresa) da kontaktiram kazino. Čini se da na pritužbe odgovaraju samo putem svog live chat servisa ili Twitter stranice. Mogu li pitati na koji način ste im uputili žalbu? Jeste li ih kontaktirali samo putem live chata i jeste li bili u kontaktu s tamošnjim menadžerom?
Dear Sophie,
I am so far struggling to find a direct way (such as an e-mail address) to contact the casino. It seems that they only respond to complaints via their live chat service or Twitter page. Can I ask in which way you have raised your complaint with them? Have you contacted them via live chat only, and have you been in touch with a Manager there?
Dragi Adame,
hvala vam puno što ste pokušali da mi pomognete oko mog problema sa kazinom Paddy Power. Kontaktirao sam Paddy Power preko e-pošte, a to je customersecurity@paddypower.com i putem njihove usluge za ćaskanje uživo, tri puta jer nemam Twitter nalog. Mislim da nisam razgovarao sa menadžerom, ali zadnji put kada sam razgovarao s njima prva osoba na chatu me prebacila na drugu osobu koja je trebala znati više, ali su mi nažalost rekli samo da čekam.
Hvala i srdačan pozdrav,
Sophie
Dear Adam,
thank you very much for trying to help me with my problem with Paddy Power casino. I have contacted Paddy Power via email, which is customersecurity@paddypower.com and via their live chat service three times as I don't have a Twitter account. I don't think I spoke to a manager, but the last time I spoke to them the first person on the chat transferred me to another person who should have known more, but unfortunately they only told me to wait.
Thank you and best regards,
Sophie
zdravo Sophie,
Nakon što sam isprobao više e-mail adresa, dobio sam odgovor da se kontakt više ne može uspostaviti putem e-pošte, već samo putem Messenger-a/Live Chata.
Pokušao sam kontaktirati Live Chat, ali nisu mi mogli dati više informacija.
Pogledao sam proceduru žalbi u kazinu ( https://helpcenter.paddypower.com/app/answers/detail/p/6/a_id/88/ ) i ako to već niste učinili, predlažem da pošaljete Vašu žalbu koristeći "portal za žalbe".
Javite mi da li ste to već uradili i ako jeste kako su odgovorili.
Hello Sophie,
After trying multiple e-mail addresses, I have received a response stating that contact can no longer be made via e-mail but only via Messenger/Live Chat.
I have tried to contact the Live Chat but they could give me no further information.
I have had a look at the casino's complaints procedure (https://helpcenter.paddypower.com/app/answers/detail/p/6/a_id/88/) and if you haven't done so already I suggest that you submit your complaint using the "complaints portal'.
Please let me know if you have already done this, and if so how they have responded.
Ova objava je privatna za sada. Čeka da ga odobri Casino Guru. Nove objave objavljujemo tek nakon ručnog pregleda, kako bismo bili sigurni da ne sadrže osetljive podatke koje bi trebale videti samo uključene strane.
zdravo Sophie,
Ako pratite link koji sam prethodno poslao, dugme portala za žalbe je ono koje treba da pritisnete. Tada ćete vidjeti okvir za slanje žalbi iskačući u donjem desnom uglu, ali imajte na umu da može potrajati minut ili dva dok se ne pojavi (pogledajte priložene snimke ekrana). Javite mi ako mogu još nešto pomoći s ovim.
Ako i dalje nemate sreće s ovim, preporučio bih da kontaktirate IBAS i podnesete im žalbu. Njihove usluge su besplatne i možda imaju bolje opcije i alate za pomoć igračima. Moraćete da se registrujete kod njih, a zatim popunite formular, link je ovde: https://www.ibas-uk.com/consumers/register-with-ibas/ .
Opet, ako vam treba pomoć oko popunjavanja obrasca, javite mi.
Obavještavajte me o tome kako namjeravate nastaviti, održat ću ovu žalbu otvorenom dok ne saznam da ste postigli određeni napredak.
Srdačni pozdravi,
Adame
Hello Sophie,
If you follow the link I have sent previously, the complaints portal button is the one you should press. You will then see a complaints messenger box pop up in the bottom right-hand corner, but please be aware this can take a minute or two to appear (Please see screenshots attached). Let me know if I can help any further with this.
If you still have no luck with this, I would recommend contacting the IBAS and submitting a complaint to them. Their services are free and they may have better options and tools to help players. You will need to register with them and then fill out a form, the link is here: https://www.ibas-uk.com/consumers/register-with-ibas/.
Again, if you need help filling out the form please do let me know.
Please keep me updated on how you intend to proceed, I will keep this complaint open until I know you have made some progress.
Kind regards,
Adam
Draga sophie_294,
Mogu li pitati da li je bilo daljeg razvoja?
Imajte na umu da će žalba biti odbijena ako se ne javite u predviđenom roku.
Srdačni pozdravi,
Adame
Dear sophie_294,
Could I ask if there have been any further developments?
Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.
Kind regards,
Adam
Dragi Adame,
hvala vam na savjetu i izvinite na kašnjenju u odgovoru. Ja sam van Velike Britanije do nedjelje i kada sam htio kliknuti na tvoj link i slijediti upute, na kraju mi je rečeno da sam u zemlji iz koje Paddy Power ne prihvata opklade. Nisam htio da se kladim, ali nisam mogao doći do web stranice u uputama i mislim da je to samo zato što sam trenutno u Francuskoj. To ću učiniti kada se vratim u UK i obavijestit ću vas čim budem napredovao.
Hvala vam još jednom na vašoj pomoći i na čekanju mog odgovora.
Srdačan pozdrav,
Sophie
Dear Adam,
thank you for your advice and sorry for the delay in my reply. I am out of the UK until Sunday and when I wanted to click on your link and follow the instructions it eventually told me that I am in a country where Paddy Power doesn't accept bets from. I didn't want to place any bets, but I couldn't get to the website in the instructions and I think it's only because I'm in France right now. I will do this when I get back to the UK and I will let you know as soon as I've made any progress.
Thank you again for all your help and waiting for my reply.
Best regards,
Sophie
zdravo Adame,
hvala što ste čekali moj odgovor. Imam dobre vijesti koje sam primio od Paddy Powera koje sam jutros pročitao u e-poruci. kaže:
"
Hvala vam na strpljenju dok smo verificirali vaše dokumente. Baš kao što smo očekivali da su vaši podaci provjereni i vaš račun je sada potpuno aktivan.
Ako imate bilo kakvih problema s prijavom ili bilo kakva druga pitanja, slobodno kontaktirajte naš tim za korisničku podršku koji je dostupan 24/7.
Sada kada su dosadne stvari nestale, idite i uživajte u onome što Paddy Power nudi!
"
Također sam provjerio svoj PaddyPower nalog i mogao sam se prijaviti i web stranica se učitala bez ikakvih ograničenja. Nisam još ništa igrao, ali se učitalo nekoliko slot igara pa pretpostavljam da bi od sada sve trebalo raditi dobro.
Dakle, na osnovu ovoga, vjerujem da možete zatvoriti ovaj slučaj kao "uspješan", ali ako ikada napravite bilo kakvu recenziju na Paddy Power, dodao bih da je to izuzetno loša i nedovoljno osoblja korisnička služba gdje je vrlo teško kontaktirati bilo koga (osim chata bot) i gdje je potrebno mjesec dana za provjeru dokumenata prije nego što ljudi mogu igrati za pravi novac.
Također, puno vam hvala za svu vašu pomoć i savjete koje ste mi dali!
Čuvajte se i srdačan pozdrav,
Sophie
Hello Adam,
thank you for waiting for my response. I have some good news I received from Paddy Power that I read in my email this morning. It says:
"
Thank you for your patience while we verified your documents. Just as we expected your details checked out and your account is now fully active.
If you have any issues logging in or any other questions, feel free to contact our Customer Support Team who are available 24/7.
Now that the boring stuff is out of the way, go and enjoy what Paddy Power has to offer!
"
I also checked my PaddyPower account and I could log in and the website loaded without any resctrictions. I didn't play anything yet, but several of the slot games loaded so I assume it should all work fine from now.
So based on this, I believe you can close this case as "successfull", but if you ever do any reviews on Paddy Power I would add that it's an extremely poor and understaffed customer service where it's very difficult to contact anyone (except a chat bot) and where it takes a month to verify documents before people can play for real money.
Also, thank you very much for your all your help and advice you gave me!
Take care and best regards,
Sophie
zdravo Sophie,
To su dobre vijesti! Drago mi je da čujem da je vaš problem riješen, sada ću žalbu označiti kao 'riješenu' u našem sistemu.
Hvala vam što koristite centar za rješavanje žalbi Casino Gurua. Molimo ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Želim ti sve najbolje,
Adame
Hello Sophie,
That is good news! I'm glad to hear that your issue was resolved, I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
I wish you all the best,
Adam
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.
Konformacioni e-mail je poslat ponovo.
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.
Konformacioni e-mail je poslat ponovo.