zdravo Peter,
Moj kolega koji se prvobitno bavio ovim slučajem nedavno je prešao na zelenije pašnjake i ponovo sam pregledao sve istorijske informacije u vezi sa gore navedenim.
Želeo bih da razjasnim nekoliko tačaka ovde:
1) C je povezan sa Antilephone NV (nosilac glavne licence Curacao #8048/JAZ). Kao takvi, malo je verovatno da bi odgovorili na žalbu podignutu u vezi sa kazinom koji nije registrovan pod tom glavnom licencom.
2) Naš vlasnik glavne licence je u to vreme bio Provajder usluga za igre na sreću NV #365/JAZ i nismo primili nikakvu komunikaciju od njih u vezi sa ovim slučajem.
3) Dok je početna komunikacija od igrača bila sa (29. 24. maja), odmah je preneta na a tim za usklađenost je bio taj koji je komunicirao sa igračem, odgovorili su 4. 24. juna i savetovali da im se sva dalja korespondencija uputi u prijemno sanduče za usklađenost.
4) Nakon pregleda i dostupnih dokaza, tim za usklađenost je potvrdio odluku i pružio dovoljno obrazloženja za tu odluku 5. juna 24.
5) Dana 18. 24. juna igrač je zvanično uložio žalbu c i cc'd in , dok nije uspeo da uključi kao što je savetovano.
Jednom kada se podnese formalna žalba, našim timovima se razumljivo povlači i zabranjeno im je da komentarišu slučaj dok naš glavni nosilac licence ne završi pregled i donese odluku. Iako će u nekim posebnim slučajevima, nosilac glavne licence zahtevati dodatne detalje i dokaze, nije neuobičajeno da izvrši pregled i donese odluku koristeći informacije koje su mu već dostupne, posebno kada izvorna zastavica dolazi od nekog od naših renomirani provajderi treće strane.
Ovaj proces je dogovoren i sproveden iz nekoliko veoma dobrih razloga za koje sam siguran da ih možete priznati i ceniti:
Loši akteri neprestano ispituju naše metode otkrivanja (i zaista koriste sajtove kao što je casino.guru da bi dobili ove informacije) kako bi im omogućili da zaobiđu ove sisteme. Kao takvi, mi ne pružamo (i nismo obavezni) da pružamo „dokaze" bilo kojoj nepovezanoj trećoj strani koja nema ugovorni sporazum sa nama u pogledu kontrole i korišćenja ovih informacija. U potpunosti sarađujemo sa regulatorom i (redovno) pružamo ovaj dodatni dokaz našem imaocu glavne licence i GSC-u kada se to od nas zatraži, jer je to uslov naše licence.
6) Naši uslovi i odredbe nam omogućavaju da zatvorimo nalog za koji sumnjamo da je pogrešna igra ili da nam je nalog označila treća strana, a u stvari smo u obavezi prema našim uslovima sa tim dobavljačima trećih strana da uklonimo igrače tamo gde oni savetuju od nas za sumnju na prekršaj.
7) Casino.guru-ov proces postupanja sa žalbama u kojem se žalba može odlučiti u korist igrača zbog 'nedostatka dokaza' zanemaruje i zakonsku GDPR i obaveze pravnog zastupanja, kao i sve bezbednosne probleme kazina. Rollbit u potpunosti sarađuje sa dogovorenim postupkom pritužbi organa za licenciranje, procedurom u kojoj casino.guru nije strana. Trudimo se da budemo što je moguće susretljiviji na ovim javnim forumima, međutim, očekivanje da se pruže 'dokazi' ostavlja kazino u često neodrživom položaju.
Pozivamo igrača da podnese zvaničnu žalbu nadležnom organu za licenciranje i mi ćemo propisno odgovoriti na sve zahteve, nakon što ih primimo. Molimo vas i cc .
Hvala
Rollbit Legal & Compliance
Hi Peter,
My colleague who was originally dealing with this case has recently moved on to greener pastures and i have re-reviewed all the historic information regarding the above.
I would like to clarify a few points here:
1) Complaints@gaminglicences.com is associated with Antillephone N.V. (holder of Curacao Master Licence #8048/JAZ). As such, it would be unlikely that they would respond to a complaint raised regarding a casino which is not registered under that master licence.
2) Our Master Licence holder at the time was Gaming Services Provider N.V #365/JAZ and we have not received any communication from them regarding this case.
3) While the initial communication from the player was with legal@rollbit.com (29 May 24), it was passed over immediately to compliance@rollbit.com and it was the compliance team who were communicating with the player, responding on 04 June 24 and advising that all further correspondence should be directed to them at the compliance inbox.
4) Following a review and evidence available, the compliance team confirmed the decision and provided ample reasoning for that decision on 05 June 24.
5) On 18 June 24, the player formally lodged a complaint with complaints@gaminglicences.com and cc'd in legal@rollbit.com, while failing to include compliance@rollbit.com as advised.
Once a formal complaint is instigated, our teams are understandably stood down and prohibited from commenting on a case until our Master Licence Holder has concluded their review and reached a decision. While in some particular cases, the Master Licence Holder will request additional details and evidence, it is not uncommon for them to carry out the review and reach a decision using the information already available to them, especially when the originating flag comes from one of our reputable 3rd party providers.
This process has been agreed and implemented for several very good reasons which im sure you can acknowledge and appreciate:
Bad actors are continually probing our detection methods (and indeed using sites like casino.guru to help obtain this information) to enable them to circumvent these systems. As such, we do not (and are not required to) provide 'evidence' to any unrelated 3rd parties who do not have a contractual agreement to us with regard to the control and use of this information. We cooperate fully with the regulator and (regularly) provide this additional evidence to our Master Licence Holder and the GSC when requested, as this is a condition of our licence.
6) Our Terms & Conditions enable us to close an account where we suspect foul play or have an account flagged to us by a 3rd party, and in fact we are obligated under our own terms with those 3rd party providers to remove players where they advise of us of suspected foul play.
7) Casino.guru's process of complaint handling in which a complaint may be ruled in the players favour due to 'lack of evidence' disregards both the legal GDPR and legal representation obligations, and also any security concerns of the casino. Rollbit are fully cooperative with the agreed complaints procedure of the licencing authority, a procedure which casino.guru are not party to. We try to be as accommodating as possible in these public forums however expecting 'evidence' to be provided leaves the casino in an often untenable position.
We would invite the player to submit a formal complaint to the correct licencing authority and we will duly respond to any requests, once this has been received. Please also cc in compliance@rollbit.com.
Thanks
Rollbit Legal & Compliance
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