Dobar dan
Uspešno sam se registrovao na CasinoRocket 7. marta 2023. Takođe sam verifikovao svoj nalog putem e-pošte. Uspešno sam deponovao 480 evra i konačno osvojio 1000 evra bez bonusa. Tada sam zatražio isplatu svog stanja u iznosu od 1000 evra. Dobio sam e-poruku sa potvrdom. Zatim sam otpremio svoj pasoš, dokaz adrese, bankovne izvode i snimak ekrana Paisafecard transakcije u traženom formatu. 8. marta 2023. u 01.00 noću, dobio sam poruku da sam osvojio nagradu. Otišao sam na veb stranicu kazina da vidim koju sam nagradu osvojio. Tada sam primetio da mi je nalog blokiran. Zatim sam poslao četiri poruke putem e-pošte podršci u naredna 24 sata jer sam želeo da znam zašto je moj nalog blokiran i da li ću i kada dobiti svojih 1000 evra. Kazino ignoriše moje poruke.
Mislim da je ocena kazina previsoka iz sledećih razloga:
- Kazino reklamira 24/7 - live chat koji ne postoji.
- Kazino ne odgovara na mejlove. Ovo je posebno ozbiljno jer možete zatražiti samoisključivanje ili period mirovanja samo putem e-pošte za podršku. Zaštita igrača stoga uopšte nije zagarantovana ako kazino danima ignoriše zahtev igrača koji želi da mu se blokira nalog zbog zavisnosti od kockanja.
- Račun ostaje aktivan sve dok se uplate depoziti. Ubrzo nakon pobede, nalog je blokiran i komunikacija sa igračem je prekinuta.
Zahtevam objašnjenje od kazina:
- objašnjenje zašto je moj nalog zatvoren
- objašnjenje i izvinjenje zašto su moje poruke tako dugo ostajale bez odgovora. ¨
- uveravanje da ću svojih 1000 evra dobiti u najkraćem mogućem roku i bez komplikacija (nema izgovora da banka navodno još nešto mora da potvrdi).
- obaveštenje kolika je moja osvojena nagrada, koju nisam mogao da vidim jer mi je nalog blokiran.
Takođe zahtevam autentično izvinjenje, a ne kopiraj-pejst poruku poput „Prihvatite naše izvinjenje zbog neprijatnosti! Želeli bismo da istražimo ovaj slučaj i javimo vam se sa najboljim rešenjem".
Good day
I successfully registered at CasinoRocket on 7 March 2023. I also verified my account via e-mail. I successfully deposited 480 euros and finally won 1000 euros without a bonus. I then requested a payout of my balance in the amount of 1000 euros. I received a confirmation email. I then uploaded my passport, proof of address, bank statements, and the screenshot of the Paysafecard transaction in the requested format. On 8 March 2023 at 01.00 at night, I received a message that I had won a prize. I went to the casino's website to see what prize I had won. That's when I noticed that my account was blocked. I then sent four messages via email to support in the next 24 hours because I wanted to know why my account was blocked and if and when I would receive my 1000 EUro. The casino ignores my messages.
I think the casino's rating is too high for the following reasons:
- The casino advertises a 24/7 - live chat that does not exist.
- The casino does not respond to emails. This is particularly serious because you can only request a self-exclusion or a cool-off period via email to the support. Player protection is therefore not guaranteed at all if the casino ignores for days a request from a player who wants to have his account blocked because of gambling addiction.
- The account remains active as long as deposits are made. Shortly after a win, the account is blocked and communication with the player is cut off.
I demand an explanation from the casino:
- an explanation as to why my account was closed
- an explanation and apology why my messages went unanswered for so long. ¨
- the assurance that I will receive my 1000 EURO as soon as possible and without complications (no excuse that a bank supposedly still has to confirm something).
- the notification of how much my won prize was, which I could not see because my account was blocked.
I also demand an authentic apology and not a copy-paste message like "Please accept our apologies for the inconvenience! We'd like to investigate this case and get back to you with the best solution".
Hej Mister_Svitzerland,
Hvala vam što ste odvojili vreme da podelite svoje brige i povratne informacije sa nama.
Razumem koliko uznemirujuće može biti nemogućnost dobijanja pomoći kada je potrebna. Imajte na umu da često dobijamo veliki broj ćaskanja i e-poruka. Ipak, dajemo sve od sebe da uslužimo svakog igrača.
Izvinjavamo se zbog ovoga i zahvaljujemo vam se na najvećem razumevanju.
Što se tiče nedavnih problema na koje ste naišli sa svojim nalogom, želeo bih da iskoristim priliku da zatražim vašu adresu e-pošte kako bih mogao da istražim šta se desilo sa vašim nalogom.
Ako imate drugih nedoumica, slobodno nas kontaktirajte u bilo koje vreme. Dostupni smo 24/7.
S poštovanjem, Casino Rocket
Hey Mister_Switzerland,
Thank you for taking the time to share your concerns and feedback with us.
I understand how upsetting it can be to be unable to obtain assistance when required. Please keep in mind that we often receive a high volume of chats and emails. However, we do our best to service each player.
We apologize for this, and we thank you for your utmost understanding.
As for the recent issues you have come across with your account, I would like to take the opportunity to ask for your email address so that I can investigate on what happened to your account.
If you have other concerns, please feel free to contact us anytime. We are available 24/7.
Sincerely, Casino Rocket