Prvobitno sam se prijavio za Robinroo Casino 1. maja 2021. U vrijeme registracije prije nego što sam uopće mogao napraviti depozit od mene je zatraženo da dostavim sve dokumente za potpunu verifikaciju mog računa, uključujući licencu, kreditnu karticu, račun za električnu energiju za dokaz adrese itd. Prije nego što počnem, samo da pojasnim da je moj račun u potpunosti verifikovan od prvog dana.
Dana 24. novembra 2021. uplatio sam depozit bez zahtjeva za klađenje jer nije korišten bonus. Tada sam osvojio 40 hiljada dolara na kenou. Stavio sam 2 zahtjeva za povlačenje po $5k po zahtjevu u ukupnom iznosu od $10k prema ograničenju povlačenja od $5k pwk.
30. novembra 2021. 5 hiljada dolara stiglo je na moj bankovni račun. sedmica je prošla i ušao sam u live chat da pitam zašto se još uvijek prikazuje kao na čekanju. Obaviješten sam da je to finalizirano na njihovoj strani i mora da to drži moja banka. Nekoliko sati kasnije dobio sam e-mail u kojem mi čestitam na pobjedi i da potvrdim maksimalnu granicu povlačenja od $5k sedmično. 8. decembra, drugi put od 5 hiljada dolara na moj bankovni račun. Do ove tačke me je kontaktirala samo Robinroo podrška. 13. decembra u 12:17 dobio sam čudnu e-poštu od Mikea - VIP menadžera koji je pisao da me obavijesti o statusu mog naloga. Rekao je da su shvatili da moj nalog 'Melzii3' direktno krši odredbe i uslove. da sam kreirao sekundarni nalog 8. maja 2021. godine. postojala je hiperveza na odeljak 4 njihovih uslova i uslova u kojima se navodi da je samo jedan nalog po domaćinstvu, računaru i radnom mestu i da će dobici biti isplaćeni samo igračima koji imaju jedan nalog. Rekao je da ako imate više od jednog naloga, svi dobici i bonusi će biti PONIŠTENI & U skladu sa njihovim Uvjetima i uvjetima da će moj Melzii3 račun biti opozvan, a nakon toga, sva stanja će biti poništena! Kako to da im je ovo tek zgodno privuklo pažnju sada kada sam bio dužan 34.000 dolara, a ne bilo kada prije u proteklih 7 mjeseci moj račun je bio aktivan od kada sam imao potpuno verifikovan i račun koji sam redovno koristio. Nije mi bio potreban sekundarni nalog.
Pokušao sam da se prijavim samo da bih otkrio da se mom nalogu ne može pristupiti, rekao sam da kontaktiram podršku u čemu sam i učinio. Ponovili su ono što je pisalo u mejlu i predložili da sačekam odgovor putem e-pošte. Očigledno ogorčen, uzvratio sam e-poštom da kažem da nemam drugi račun i ponovio da već imam potpuno verifikovan račun i da nemaju pravo da me pogrešno optuže, zatvore moj račun i ponište moje dobitke i da ću pokrenuti pravni postupak . Dobio sam odgovor da je 8. maja 2021. kreiran sekundarni nalog koji odgovara sljedećim detaljima: ime, telefon, adresa, DOB & IP adresa. Koliko sam shvatio, ako bih se prijavio u bilo koji kazino sa podudarnim detaljima postojećeg korisnika, to bi mi reklo da korisnik sa istom e-poštom ili mobilnim ili korisničkim imenom već postoji, zar ne?? Onemogućuje mi da dupliram svoj račun sa istim podudarnim detaljima.
Odmah sam znao da to moraju izmisliti kako mi ne bi morali platiti nepodmireni iznos od 34.000 dolara i činjenicu da sam na datum koji su dali 8. maj 2021. bio odsutan zbog posla cijelu sedmicu i zapravo put koji je vozio tog tačnog dana do našeg odredišta što mi je onemogućilo da a) imam mali sopstveni duplikat sekundarnog naloga sa iste IP adrese kao moj nalog koji sam otvorio i koristim kod kuće. Ne samo da sam imao dokaz koji pokazuje gdje se nalazim tog datuma. Poslao sam im e-mail tražeći dokaz o ovom tzv. računu. Zamolio sam ih da mi dostave istoriju transakcija na ovom računu. Sigurno da sam koristio drugi račun zar moje kreditne kartice ne bi bile povezane s njim?? Hteo sam da vidim nešto, bilo šta što su imali što me je povezalo sa ovim takozvanim nalogom, osim mog imena, adrese, rodbine i broja mobilnog telefona, što su sve lako dostupne informacije do kojih bi svako mogao da dođe.
DO DANAS NIJE DAN NIKAKAV ODGOVOR/DOKAZ
NEMA POKUŠAJA DA ME NAZOVETE DA BI O ČEMU RAZGOVORILI
DO DANAS MOJ RAČUN OSTAJE ZATVOREN
Svaki put kada pokušam da dobijem odgovor, dobijam povratnu e-poruku sa obaveštenjem da je tiket kreiran. Sljedećeg dana dobijam e-mail da je karta riješena. Do danas sam pokušavao da ih navedem da mi daju vrijeme dana da se izjasnim o svom slučaju. Proslijedio sam 2 e-poruke od 2 odvojene kompanije koje su dostavile fakture za pojašnjenje moje lokacije 8. maja 2021. Prva e-poruka je od mog poslodavca kojem je priložen moj platni list koji jasno pokazuje da mi kompanija nadoknađuje troškove za troškove koji sam unaprijed platio dok ste odsutni na poslu 8. - 14. maja 2021. Drugi e-mail je od AirBnB-a s priloženom fakturom koja pokazuje detalje kreditne kartice za prijavu i odjavu. ista kartica koja je verifikovana na mom Robinroo računu! NIJE primljena nikakva daljnja korespondencija.
Podnio sam građanski spor https://www.centraldisputesystem.com 17. decembra, ali odgovor nije dat.
Pogrešno sam optužen, račun zatvoren, saldo PONIŠTEN i svi pokušaji korespondencije su zanemareni u izjašnjavanju o krivici kako ne bih morao da nastavim s isplatom svog cjelokupnog stanja zbog 34.000 dolara nakon što sam već platio 10.000 dolara. MOLIM TE POMOZI MI
I originally signed up with Robinroo Casino on 1st May 2021. At the time of sign up before i could even make a deposit i was asked to provide all documents to fully verify my account including Licence, Credit Card, Electricity Account for proof of address etc So before i start i just to clarify that my account has been fully verified from day 1.
On 24th Nov 2021 i made a deposit no wagering requirements as no bonus used. I then won $40k on keno. I put in 2 withdrawal requests at $5k per request totalling $10k as per the withdrawal limit of $5k pwk.
On 30th Nov 2021 $5k hit my bank account. week had passed & i got on live chat to query why it was still showing as pending. I was informed it had been finalised on their end & must be my bank holding it up. A few hours later i got an email congratulating me on my win & to confirm the max withdrawal limit of $5k per week. 8th December second $5k hit my bank account. Up until this point i had only ever been contacted by Robinroo support. On 13th Dec 12:17pm i got an odd email from a Mike - VIP Manager he was writing to inform me on my account status. He said they'd become aware my account 'Melzii3' is in direct violation of Terms and Conditions. that i'd created a secondary account on 8th May 2021. there was a hyperlink to section 4 of their T&C stating are only one account per household, computer & workplace & that winnings will only be paid out to players having one account. He said if you have more than one account, all winnings and bonuses will be VOID & In accordance to their T&C that my Melzii3 account will be revoked, and subsequently, all balances will be voided! How is it that this has only just conveniently come to their attention now that im owed $34k & not anytime prior in the past 7 months my account has been active for when i've had a fully verified & account that i used regularly. I had no need for a secondary account.
I tried to sign in only to find my account could not be accessed, said to contact support in which i did. They repeated what the email had said, and suggested i wait for respond via email. Clearly outraged i emailed back, to say i had no second account & reiterated that i already had a fully verified account & that they had no right to wrongly accuse me, close my account & void my winnings & that i would be proceeding with legal action. I got a reply that advising that on 8th May 2021 a secondary account had been created matching the following details: name, phone, address, DOB & IP address. Now from my understanding, if i was to sign up to any casino with the matching details of an existing user, it would tell me that a user with that same email or mobile or username already exists right?? Making it impossible for me to have duplicated my own account with the same matching details.
Instantly i knew they had to be making this up in order to not have to pay me the outstanding balance of $34,000 that and the fact that on the date they have given being 8th May 2021 i was away for work for the week & in fact on the road driving that exact day to reach our destination making it impossible for me to have a) duplicated a secondary account little own from the same IP address as my account which i opened and use at home. Not only that i had proof to indicate my whereabouts on the date given. I emailed them asking for proof of this so called account. I asked them to supply me with the transaction history to this account. Surely if i was using a second account wouldn't my credit cards be linked to it?? I wanted to see something, anything whatever they had that linked me to this so called account other than my name, address, DOB & mobile number which is all easily accessible information that anyone would be able to get hold of.
NO RESPOSE/PROOF HAS BEEN GIVEN TO DATE
NO ATTEMPT TO PHONE ME TO DISCUSS ANYTHING
TO DATE MY ACCOUNT REMAINS CLOSED
Every time i attempt to get an answer, i receive an email back advising a ticket is created. The following day i receive an email saying the ticket has been solved. To date i have tried to get them to give me the time of day to plead my case. I have forwarded 2 emails from 2 separate companies both providing invoices to clarify my location on 8th May 2021. First email is from my employer which had my payslip attached which clearly shows me being reimbursed by the company for the accom i had pre-paid for whilst away for work 8th - 14th May 2021. Second email is from AirBnB with the invoice attached showing check-in check-out credit card details. same card that's verified on my Robinroo account! NO further correspondence has been received.
I have lodged a civil dispute https://www.centraldisputesystem.com on 17th Dec but no response has been given.
I have been wrongly accused, account closed, balance VOIDED & all correspondence attempts ignored in a plea in order to not have to proceed with paying out my complete balance owing of $34,000 after already paying me $10,000. PLEASE HELP ME
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