The player from Germany had his account deactivated after verifying it and requesting a withdrawal of winnings. The casino closed the account citing an Anti-Fraud Policy. The player seeks assistance as he believes his winnings are being withheld unjustly. Player stopped responding to our question therefore the complaint was rejected.
Igraču iz Nemačke je deaktiviran nalog nakon što ga je verifikovao i zatražio povlačenje dobitaka. Kazino je zatvorio nalog pozivajući se na Politiku borbe protiv prevara. Igrač traži pomoć jer veruje da je njegov dobitak nepravedno zadržan.
Imao sam sreće da osvojim veći iznos. Moj nalog je uspešno verifikovan (čak sam dobio i e-poštu). Kada sam tada zatražio povlačenje, moj nalog je deaktiviran. Mislio sam da je to greška pošto sam prošao KIC verifikaciju. Priložio sam mejl.
Kada sam napisao podršku, oni uvek pišu isto. "vaš nalog je trajno zatvoren u skladu sa Politikom protiv prevara"
Nisam prekršio nijedan TOS i založio sam svoj depozit više od 3k. Kazino je imao problem sa podizanjem novca samo zato što sam pobedio.
I was lucky enough to win a bigger amount. My account was successfully verified (I even got an email). When I then requested a withdrawal, my account was deactivated. I thought that was a mistake since I passed the KYC verification. I have attached the email.
When I wrote the support, they always write the same thing. "your account was permanently closed in accordance with Anti Fraud Policy"
I did not violate any TOS and wagered my deposit more than 3x. The casino only had a problem withdrawing money because I won.
Ich war glückglich genug einen größeren Betrag zu gewinnen. Mein Konto wurde erfolgreich verifiziert (Habe sogar eine Mail bekommen). Als ich dann eine Auszahlung angefragt habe, wurde mein Konto deaktiviert. Ich dachte, dass ist ein Fehler, da ich ja die KYC Überprüfung geschafft habe. Ich habe die E-mail angehangen.
Als ich den support geschrieben habe, scheiben diese immer nur das selbe. "your account was permanently closed in accordance with Anti Fraud Policy"
Ich habe gegen keine TOS verstoßen, und habe meine Einzahlung mehr als 3x umgesetzt. Das Casino hatte nur ein Problem damit Geld auszuzahlen, weil ich gewonnen habe.
Dragi Svfs,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je zbog vašeg problema. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem situaciju.
Koliko dugo igrate u kazinu? Da li ste ranije izvršili uspešna povlačenja? Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa? Molimo prosledite svu relevantnu komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk .
Nadam se da ćemo uspeti da rešimo ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Swfs,
Thank you very much for submitting this complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.
How long have you been playing in the casino? Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.
I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your answer.
Kind regards
Veronika
Zdravo,
Uplatio sam depozit dan pre mog povlačenja. To je bio i moj prvi depozit. Tako da imam nalog na sajtu samo oko nedelju dana.
Nikada nisam podizao novac, samo deponovao. Nisam izabrao bonus i tako sam igrao samo sa svojim depozitom, bez bonus novca.
Hvala puno
Hello,
I made the deposit a day before my withdrawal. That was also my first deposit. So I've only had an account with the site for about a week.
I have never withdrawn money, only deposited. I didn't choose a bonus and so I only played with my deposit, without bonus money.
Thanks very much
Hallo,
Ich habe die Einzahlung einen Tag vor meiner Auszahlung getätigt. Das war auch meine erste Einzahlung. Ich habe also erst seit ca. 1er Woche ein Konto bei der Seite.
Ich habe noch nie Geld abgebucht, nur eingezahlt. Einen Bonus habe ich nicht gewählt und ich habe somit auch nur mit meiner Einzahlung gespielt, ohne Bonusgeld.
vielen Dank
Molimo prosledite svu relevantnu komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk . Hvala vam.
Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.
Zdravo,
Nisam dobio nikakvu poruku iz kazina. Ni ja sa njima nisam u kontaktu. Zapravo sam se nadao da ćeš kontaktirati kazino jer ne žele da mi pomognu.
Hello,
I have not received any message from the casino. I'm not in contact with them either. I was actually hoping that you would contact the casino as they don't want to help me.
Hallo,
ich habe keine Nachricht von Casino bekommen. Ich stehe auch nicht mit denen in Kontakt. Ich habe eigentlich gehofft, dass Sie Kontakt mit dem Casino aufnehmen, da die mir nicht weiterhelfen wollen.
Hvala vam puno, Svfs, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Peteru ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam pomoći. Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti videti vaš problem rešen na vaše zadovoljstvo.
Thank you very much, Swfs, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.
Pozdrav,
Hvala vam Svfs što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim RickiCasino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo zašto je nalog igrača blokiran i da li možemo bilo šta da učinimo da pomognemo u rešavanju ovog problema.
Hvala vam!
Hello there,
Thank you Swfs for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask RickyCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.
Thank you!
Samo da razumem. Da li želite da pošaljem kic fajlove koje sam poslao? Kao lična karta, selfi, dokaz o adresi i uplata? Da li da pošaljem ovo na vašu e-poštu?
Hvala
Just so I understand. Do you want me to send the the kyc files I submitted? Like ID, selfie, proof of adress and payment? Should I send this to your e-mail?
Thanks
To je tačno, želeo bih da ih pregledam da vidim da li postoje neki pokazatelji prevare kao što je kazino objavio.
Hvala unapred!
That is correct, I would like to review them to see if there are any indicators of fraud as the casino has declared.
Thank you in advance!
Zdravo,
Upravo sam poslao e-mail. Molimo da dokumente tretirate poverljivo i ne delite ih sa trećim licima.
Hvala
Hello,
I just sent an email. Please treat the documents confidentially and do not share them with third parties.
Thanks
Hallo,
ich habe gerade eine e-mail gesendet. Bitte behandeln Sie die Dokumente vertraulich und teilen Sie sie nicht mit dritten.
Danke
Poštovani Svfs , svi podaci se tretiraju poverljivo jer su zaštićeni Zakonima o zaštiti podataka, što znači svim važećim zakonima koji se odnose na obradu ličnih podataka, uključujući Direktivu 95/46/EC ili GDPR, i sve nacionalne zakone ili propise o primeni.
Želeo bih da vam se zahvalim što ste dali dokumente, ali bih vas zamolio da dostavite i selfi sa ličnim dokumentom koji ste koristili za verifikaciju, jer se čini da je to ono što kazino dovodi u pitanje.
Hvala unapred!
Dear Swfs, all data is treated confidentially as they are protected under the Data Protection Laws meaning any applicable laws related to the processing of personal Data, including the Directive 95/46/EC or the GDPR, and any national implementing laws or regulations.
I would like to thank you for providing the documents but I'd like to ask you to also provide the selfie with ID you used to verify with as that seems to be what the casino takes issue with.
Thank you in advance!
Zdravo,
Mislim da više nemam sliku jer sam je snimio telefonom. Da li da sada napravim selfi sa ličnom kartom i da im ga pošaljem?
Hello,
I think I don't have the picture anymore because I took it on my phone. Should I just take a selfie with my ID now and send it to them?
Hallo,
ich glaube, dass ich das Bild nicht mehr habe, da ich es auf meinem Handy gemacht habe. Soll ich einfach jetzt ein Selfie mit meinem Ausweis machen und ihnen schicken?
Verujem da to neće učiniti ništa jer sam bio u kontaktu sa predstavnikom kazina i obavešten sam da je ovaj selfi jasno izmenjen, što je rezultiralo vašim zabranom sa cele platforme.
Pregledao sam uslove i odredbe kazina i našao ovo:
POLITIKA PROTIV PREVARA
Kazino ima nultu toleranciju na igru prednosti. Svaki igrač koji će pokušati da iskoristi kazino ponude dobrodošlice ili druge promocije slaže se da Kompanija zadržava pravo da poništi bonuse i sve dobitke od takvih bonusa iz razloga:
obezbeđivanje falsifikovanih dokumenata;
Kazino zadržava pravo da zatvori vaš račun igrača i da vam refundira iznos na vašem računu, uz odbitku relevantnih troškova povlačenja, po apsolutnom nahođenju kazina i bez ikakve obaveze da navede razlog ili da prethodno obavesti.
Trebaće mi originalni selfi da dokažem da nije modifikovan, verujem da je moguće vratiti originalnu sliku jer većina modernih telefona ima neželjenu datoteku u kojoj izbrisani podaci ostaju do 30 dana. Ako to nije moguće, ja ću nažalost morati da odbijem vašu žalbu zbog nedovoljnih dokaza od vas.
Hvala na razumevanju!
I believe that won't do anything as I was in contact with a casino representative and was informed that this selfie was clearly modified which resulted in your banning from the whole platform.
I have reviewed the casino's terms and conditions and found this:
ANTI-FRAUD POLICY
The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:
providing of forged documents;
The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.
I will need the original selfie to prove that it was not modified, I believe it is possible to restore the original image as most modern phones have a junk file where deleted data stays for up to 30 days. If this is not possible I will sadly have to reject your complaint due to insufficient evidence from you.
Thank you for your understanding!
Zdravo,
Upravo sam ti poslao e-mail
Hvala puno!
Hello,
I have just sent you an email
Thanks very much!
Hallo,
ich habe soeben eine Mail an Sie verschickt
Vielen Dank!
Poštovani Svfs , pregledao sam vašu fotografiju za verifikaciju i nisam našao nikakve jasne znake izmene kao što kaže kazino. Možete li, molim vas, da dostavite još jedan selfi i video na kojem držite ličnu kartu kako bih mogao da proverim kod predstavnika kazina da ste to zapravo vi?
Hvala na razumevanju!
Dear Swfs, I have reviewed your verification photo and didn't find any clear signs of modification as the casino states. Could you please provide another selfie and a video of you holding the ID so I can verify with the casino representative that this is in fact you?
Thank you for your understanding!
Zdravo,
da li kazino ima pravo da konfiskuje sav novac? Igrao sam u Bizzo-u ranije i oni su samo uzeli dobitak i dozvolili mi da podignem svoj prvobitni depozit.
Hello,
does the casino have the right to confiscate all the money? I've played at Bizzo before and they just took the winnings and let me withdraw my original deposit.
Hallo,
haz das Kasino das Recht all das Geld zu konfiszieren? Ich habe schonmal bei Bizzo gespielt und die haben einfach die Gewinne abgezogen und mich meine originale Einzahlung auszahlen lassen.
Pregledao sam uslove i odredbe kazina i našao ovo:
Ako, prema našem razumnom nahođenju, utvrdimo da je igrač bio uključen u bilo kakvu prevaru , tajni dogovor, nameštanje ili drugu nezakonitu aktivnost, zadržavamo pravo da zatvorimo nalog takvog igrača i poništimo sve dobitke na tom nalogu. U tom slučaju, sva stanja na računu (uključujući i depozite i dobitke) će biti izgubljena i zadržavamo pravo da otkrijemo informacije (uključujući identitet igrača) relevantnim stranama uključujući, ali ne ograničavajući se na banke, kompanije za kreditne kartice i/ili bilo koje lice ili entitet koji ima zakonsko pravo na takve informacije i/ili preduzimanje pravnih radnji protiv takvog igrača.
Ako ne možete da dokažete da vaša dokumenta nisu falsifikovana kao što sam ranije naveo, nažalost, vaši depoziti neće biti vraćeni. Žao mi je što nisam mogao više pomoći.
I have reviewed the casino's terms and conditions and found this:
If, in our reasonable discretion, we determine that a player has engaged in any fraudulent, collusive, fixing or other unlawful activity we reserve the right to close such player’s Account and void any and all winnings in such Account. In such event, all Account balances (including both deposits and any winnings) shall be forfeited and we reserve the right to disclose information (including the identity of the player) to applicable parties including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such player.
If you cannot prove that your documents have not been forged as I have stated before, sadly your deposits won't be returned. I'm sorry I could not be of more help.
Dear Swfs,
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, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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.
