NaslovnaPritužbePledoo Casino - Igraču nije jasno u vezi sa problemom „dvostrukog naloga“ u kazinu.
Pledoo Casino - Igraču nije jasno u vezi sa problemom „dvostrukog naloga“ u kazinu.
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Poslato:
03/03/2024
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Slučaj je zatvoren : 27/05/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
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The player from Finland had reported an unclear message received from an online casino. She had suspected an issue related to 'double accounts', possibly due to multiple family members having accounts at the same address. She had confirmed she had not violated any rules. The Complaints Team had engaged in a detailed discussion with the player, asking questions about her account registration, games played, and any possible family members who might also have accounts at the same casino. The player's husband had been identified as having a separate account. The Complaints Team had contacted the casino for clarification. The casino had provided evidence suggesting both accounts were used by the same person, which was against their rules. The Complaints Team had concluded that they could not assist with the disputed winnings but would help with the player's deposit refund. However, the player failed to respond to further queries, leading to the rejection of the complaint. The player could reopen the complaint at any time.
Igrač iz Finske je prijavio nejasnu poruku primljenu iz onlajn kazina. Sumnjala je na problem u vezi sa „dvostrukim računima“, verovatno zbog toga što više članova porodice ima naloge na istoj adresi. Ona je potvrdila da nije prekršila nijedno pravilo. Tim za žalbe je vodio detaljnu diskusiju sa igračicom, postavljajući joj pitanja o registraciji njenog naloga, igrama i svim mogućim članovima porodice koji takođe mogu imati račune u istom kazinu. Identifikovano je da muž igračice ima poseban nalog. Tim za žalbe je kontaktirao kazino radi pojašnjenja. Kazino je pružio dokaze koji sugerišu da je oba naloga koristila ista osoba, što je bilo protiv njihovih pravila. Tim za žalbe je zaključio da ne može pomoći oko spornog dobitka, ali će pomoći u povraćaju depozita igrača. Međutim, igrač nije odgovorio na dalja pitanja, što je dovelo do odbijanja žalbe. Igrač može ponovo da otvori žalbu u bilo kom trenutku.
Dobio sam pismo iz kazina i prilično sam šokiran, o čemu se radi? Prvo, imam svoj kompjuter. Još jedna stvar koja je jasna je da ako sam u braku, delim istu službenu adresu. Štaviše, da je moj muž u nekom trenutku otvorio nalog za mene, to bi sigurno bilo urađeno preko telefona ili negde van naše kuće. Nažalost, imam i dvoje punoletne dece koja su takođe mogla da mi otvore račun, ali nisu u obavezi da mi o tome govore. Sada su se deca iselila iz kuće, ali još uvek nisam u obavezi da znam da li su otvorili nalog u istom kazinu. I po mom shvatanju, „dvostruki nalog" znači da sam kreirao više naloga za sebe. Ali zašto? Postoji li razuman razlog da otvorim dva naloga za sebe?
Hello.
I received a letter from the casino and I'm quite shocked, what is this all about? Firstly, I have my own computer. Another thing that is clear is that if I'm married, I share the same official address. Furthermore, if my husband created an account for me at some point, it certainly would have been done on a phone or somewhere outside our home. Unfortunately, I also have two legally aged children who could have also opened an account for me, but they are not obliged to tell me about it. Now, the children have moved out of the house, but I am still not obliged to know whether they have created an account at the same casino. And in my understanding, a 'double account' means that I have created multiple accounts for myself. But why? Is there any sane reason to create two accounts for myself?
Hei.
Sain kasinolta sellaisen kirjeen, ja olen ihan shokissa, siis mikä juttu tämä oikein on? Ensinnäkin minulla on ihan oma tietokone, toinen asia selvää on, että jos olen naimisissa niin minulla on sama virallinen osoite, toinen asia lisäksi, että jos minun mieheni on tehnyt itselleni tilin joskus, niin se on varmasti tehty joko puhelimella tai muualla kuin kotona. Ikävä kyllä minulla on vielä 2 täysi-ikäistä lasta, niin He voi myös avaa itselleni tilin, mutta ei heille ole pakka sano sen minulle, nyt on lapset muuttanet pois kootonta, mutta ei minä silti ole velvollinen tietä, onko heillä kyseisessä kasinolla tili.Ja minusta tupla tili tarkoittaa, jos minä olisin perustanut itselleni paari tiliä. Mutta mihin? Onko joku järkevää syy perustaa itselleni 2 tili?
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Možete li nas obavestiti o datumu registracije vašeg naloga i da li ste u prošlosti uspešno završili proces verifikacije naloga?
Pored toga, da li biste mogli da navedete koje igre ste igrali — kazino igre uživo, slotovi ili sportsko klađenje?
Da li su vaši dobici akumulirani sa ili bez aktivnog bonusa?
Na kraju, da li postoji neko među članovima vaše porodice ko može da potvrdi ili odbije otvaranje naloga u istom kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear anzelika33,
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.
Can you please inform us of the registration date of your account and whether you have completed the account verification process successfully in the past?
Additionally, could you specify which games you have been playing—live casino games, slots, or sports betting?
Were your winnings accumulated with or without an active bonus?
Lastly, is there anyone among your family members who can confirm or deny opening an account in the same casino?
Otvorio sam račun pre par dana. Bonus nije uzet. Dao sam potvrdu, jer ako je to moguće u kazinu, uradiću to odmah.
Igram na Lenovo računaru.
Pitam porodicu da li imaju kopra.
Ja igram njihovu slot igru, ne sećaju se svi, ali bombonjeru Gonzo gost, tako nešto sam video i druge kako igraju.
Hey.
I opened an account a couple of days ago. The bonus has not been taken. I did make a confirmation, because if it's possible at the casino, I'll do it right away.
I play on a Lenovo computer.
I ask the family if they have dill.
I play their slot game, not everyone remembers, but the candy game Gonzo guest, something like that I have seen others play.
Hei.
minä olen avannut tilin nyt paari päivää sitten. Bonusta ei ole ottanut . Tein kyllä vahvistuksen , koska jos kasinolla on mahdollinen niin suoritan sen heti.
Minä pelaan Lenovo koneella .
kysyn perheellä onko heillä tilli .
Pelaan kolikkopelinsä , ei kaikki muistaa , mutta karkki peli gonzo guest , jotain sellaista mitä olen nähnyt mitä muut pelaa .
Da li sam u pravu kada razumem da ne bi trebalo da postoji veza, poput iste adrese, IP adrese, uređaja ili akreditiva, između vas i kazino naloga vašeg muža?
Hvala vam.
Hi anzelika33,
Am I correct in understanding that there should be no connection, such as the same address, IP, device, or credentials, between you and your husband's casino account?
Hvala puno, anzelika33, što si dala sve potrebne informacije. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@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, anzelika33, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Žao mi je što čujem za vaš problem. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Pledoo Casino timu ,
Možete li nam dati detaljnije objašnjenje situacije igrača?
Na prvom snimku ekrana mogu da vidim znake više naloga. Međutim, ako je korisnik igrao samo slotove bez korišćenja bonusa, kako je tvrdila, zašto se dobici smatraju nevažećim? Možete li da objasnite kakvu je nepravednu prednost stekla igrajući na takav način?
Pošto je reč o prilično „osetljivim" informacijama u vezi sa eventualnim otkrivanjem više naloga, ako vam više odgovara, slobodno pošaljite neophodne dokaze i/ili detalje na moju mejl adresu ( branislav.b@casino.guru ).
Unapred hvala na pružanju informacija.
Hello, anzelika33,
I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Pledoo Casino team,
Could you please provide us with an explanation of the player's situation in more detail?
In the first screenshot, I can see signs of multiple accounts. However, if the user only played slots without using bonuses, as she claimed, why are the winnings considered invalid? Can you explain what an unfair advantage she gained by playing in such a way?
Since we are talking about quite "sensitive" information regarding possibly multiple accounts detection, if it suits you more, feel free to send the necessary supporting evidence and/or details to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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.
Zatražio sam dodatni dokaz od kazina i čekam njihov odgovor.
U međuvremenu, s obzirom na do sada navedene detalje, imam nekoliko pitanja za vas.
Bilo je neslaganja u informacijama koje ste naveli iznad. Prvo je bilo moguće da postoji ista adresa sa kojom su povezani nalozi registrovani, zatim ste tvrdili da je adresa drugačija na nalogu vašeg muža, ali na snimku ekrana iz kazina postoji informacija da je adresa ista. Pa, kako je, molim te?
Pošto su adrese vrlo verovatno bile iste na oba naloga, možete li pitati svog muža da li može da potvrdi da je njegov nalog blokiran/zatvoren u Pledoo kazinu na njegov zahtev pre nekoliko meseci?
Uzimajući u obzir i informaciju iz mejla kazina da je došlo do poklapanja lozinke, što znači da je ista lozinka korišćena na oba naloga i bila bi velika koincidencija da je tačno da govorimo o 2 različite osobe koje koriste naloge, kako zamišljate da dokažete da sporni nalog nije samo registrovao vaš muž koristeći vaš identitet da zaobiđe ograničenja kazina u vezi sa njegovim zatvorenim kazino nalogom?
Da li ste primili depozit od 100 €?
Dear anzelika33,
I requested an additional piece of evidence from the casino, and I am waiting for their response.
In the meantime, considering the details provided so far, I have a few questions for you.
There were discrepancies in the information you stated above. First it was possible that there was the same address with which the linked accounts were registered, then you claimed that the address was different in your husband's account, but in the screenshot from the casino, there is information that the address is the same. So, how is it, please?
Since the addresses were very likely the same in both accounts, can you please ask your husband if he can confirm that his account was blocked/closed in Pledoo Casino per his request several months ago?
Considering also the information from the casino's email that there was a password hash match, which means that the same password was used in both accounts and it would be a very big coincidence to be true that we are talking about 2 different people using the accounts, how do you imagine proving the disputed account was not only registered by your husband using your identity to bypass the casino's restrictions regarding his closed casino account?
Da, moj muž poseduje 50% samostojeće kuće, ali mi smo živeli odvojeno od 2022-2023, ali kako je on ranije živeo u ovoj kući od 2004-2022, možda je automatski stavio staru adresu. Pošto je rođen 1956. godine, tako je teško zapamtiti novu adresu.
decembra 2023. vratio se kući.
Zašto on ima istu lozinku, mislim da je to samo zato što je kućna onlajn lozinka ista i to je ime njegove ćerke, a često je koristi kao i ja.
Banka. To je svačije lično, odnosno nemamo samo karticu, već moramo da je potvrdimo bankovnim kodovima, što znači da svako ima svoj broj telefona odakle dolazi šifra. Odnosno, sve to dolazi pod PIB.
To znači da niko drugi ne može da koristi moju karticu, čak ni e-mail, takođe je zaštićena sopstvenom lozinkom svake osobe.
Našao sam tu molbu na vašoj stranici
Ne znam, moj muž je rekao da je tražio da mi se zatvori račun, ali nikada nije bilo odgovora, iako je rekao da je mnogo puta pitao.
I zašto moram da kreiram više naloga za sebe u kockarnicama? Ima mnogo kazina, samo vam je stalo do nekog drugog i igrajte kako želite.
Hey.
Haven't received the 100 euros.
Yes, my husband owns 50% of the detached house, but we have lived separately since 2022-2023, but as he has lived in this house before from 2004-2022, he may have automatically put the old address. Because he was born in 1956, it is so hard to remember the new address.
in December 2023, he moved back home.
Why does he have the same password, I think it's just because the home online password is the same and that is his daughter's name, and he often uses it like me.
Bank. It's everyone's personal, that is, we don't just have a card, we still have to confirm it with bank codes, which means everyone has their own phone number where the code comes from. That is, it all comes under the personal identification number.
That means no one else can use my card, not even e-mail, it is also protected by each person's own password.
I have found that plead on your page
I don't know, my husband said that he has asked to close my account, but there was never an answer, even though he said that he has asked many times.
And why do I have to create multiple accounts for myself in casinos? There are many casinos, you just care about someone else and play as you like.
Hei.
Ei ole saanut sen 100 euroa.
Niin mieheni on omakotitalon omistaja 50% mutta asunut olemme erillään 2022-2023 ,Mutta kuin hän on asunut ennen tässä talossa 2004-2022 niin ehkä automaattisesti on laittanut vanha osoite .Koska hän on syntynyt 1956 niin luullisiin että on vaikea muistaa uusi osoite .
joulukuussa 2023 on hän muuttanut kotiin takasin .
Miksi salasana on hänellä sama, luulen että se on vaan siksi että koti verkkosalasana on sama ja toi on tyttären nimi ,ja usein käyttää sen kuten minä .
Pankki. Se on jokaisen henkilökohtainen, eli ei ole vaan kortti meillä, pitää vahvistaa vielä pankkitunnuksilla, mikä tarkoittaa jokaisella on oma puhelinnumero mihin tule koodi. Eli se kaikki tule henkilötunnuksen alle.
Siis ei kuka muu pystyy käyttää minun kortti ,ei myös sähköpostia, se on myös jokaisella omalla salasanalla suojattu .
Minä sen pleedon ole löytänyt teidän sivullanne
Minä en tiedä mieheni sanoi että on pyytänyt sulkea tilini ,mutta sille vastausta ei tullut koskaan ,vaikka hän sanoi että monta kerta on pyytänyt .
Ja mistä syystä pitää tehdä monta tili itselleni kasinoissa? Kasinoja on paljon ,välit vaan joku muu ja pelaa kuin tekee mieli .
U kontaktu sam sa kazinom van teme i čekam dodatne informacije u vezi sa povraćajem depozita.
Međutim, s obzirom na sve informacije koje je kazino do sada pružio, mislim da nećemo moći da vam pomognemo oko spornih dobitaka. Postoje razumni razlozi da se veruje da su oba 2 povezana naloga registrovana i korišćena od strane iste osobe, što je strogo zabranjeno (naročito nakon zatvaranja naloga). Nažalost, na osnovu datih detalja, da nije tačno, verovatno bi bilo nemoguće dokazati suprotno. Ali, pošto sam dobio informaciju da je kazino trebalo da vam vrati depozit, sačekaću dodatne detalje od predstavnika kazina i pomoći vam barem oko povraćaja depozita.
Obavestiću vas kada budem imao potrebne detalje ili vesti. Za sada postavljam tajmer za kazino.
Dear anzelika33,
I am in contact with the casino outside of the thread and I am waiting for additional information regarding the deposit refund.
However, considering all the information provided by the casino so far, I do not think we will be able to help you with the disputed winnings. There are reasonable grounds to believe that both 2 linked accounts were registered and used by the same person, which is strictly prohibited (especially after account closure). Unfortunately, based on the provided details, if it was not true, it would be likely impossible to prove otherwise. But, since I received the information that the casino should have refunded your deposit, I will wait for additional details from the casino representative and help you at least with the deposit refund.
I will inform you once I have the necessary details or news. For now, I am setting the timer for the casino.
Čekam potvrdu o povraćaju novca na vašu kreditnu karticu od kazina.
U međuvremenu, možete li potvrditi poslednja 4 broja kreditne kartice (VISA) koju ste koristili za depozit u kazinu? Da li govorimo o kartici koju sam video na jednom od vaših snimaka ekrana iznad - **7466?
Možete li nam takođe dostaviti ažuriranje? Da li je vaš depozit već vraćen na vaš način plaćanja? Ako ne, možete li mi dati izvod iz banke za predmetni način plaćanja od 2. marta 2024. do danas?
Dear anzelika33,
I am waiting for a confirmation of a refund to your credit card from the casino.
In the meantime, can you please confirm the last 4 numbers of the credit card (VISA) you used for a deposit to the casino? Are we talking about the card I saw in one of your screenshots above - **7466?
Can you also provide us with an update? Has your deposit already been refunded to your payment method? If not, can you please provide me with a bank statement for the payment method in question from March 2, 2024, until today?
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear anzelika33,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, prinuđeni smo da odbijemo ovaj slučaj jer igrač nije odgovorio na naše poruke i pitanja. Zbog toga nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Hvala vam puno, Pledoo Casino tim, na pružanju informacija i saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Pledoo Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
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