Igrač traži povraćaj svojih depozita pošto je tražio samoisključivanje pre njih. Žalba je zatvorena jer je igrač prekršio uslove kazina.
The player's requesting a refund of his deposits as he requested for a self exclusion prior to them. The complaint was closed as the player breached the casino terms.
Igrač traži povraćaj svojih depozita pošto je tražio samoisključivanje pre njih. Žalba je zatvorena jer je igrač prekršio uslove kazina.
Zamolio sam Rolletto da zatvori moj nalog i žalio im se 18.2.23. - odgovorio je Joe agent podrške i potvrdio da je nalog zatvoren 20.2.23. Iz mojih e-poruka bilo bi očigledno da sam očigledno razvijao problem sa kockanjem i da je trebalo da budem blokiran. Uprkos tome, primetio sam nakon neželjene e-pošte da je moj nalog još uvek otvoren, što me je navelo da napravim još depozita 23.3.23, što očigledno ne bih trebalo da budem u mogućnosti da se kazino ponašao odgovorno i da nije lagao o zatvaranju mog naloga. Poslao sam nekoliko mejlova 22.2.23. Rolletto-u zahtevajući da moj nalog bude propisno zatvoren i blokiran jer ne želim da dođem u iskušenje da se kockam i da su depoziti napravljeni 22.2.23. odmah vraćeni. Nisam dobio odgovor na bilo koju od ovih e-poruka i moj nalog je ostao otvoren što me je navelo da danas izvršim dodatne depozite. Potpuno je neprihvatljivo da je Rolletto jasno prekršio sopstvenu politiku odgovornog kockanja koja je iznela svoje uslove i odredbe, kao i da me laže da je moj nalog zatvoren. Imam dokaz e-pošte koji pruža njihovu potvrdu o mom navodnom zatvaranju naloga 20.2.23. Prvo, potrebno mi je poštovanje i ljubaznost Rolletto-a koji mi zapravo odgovara, a drugo, potreban mi je povraćaj svih depozita uplaćenih 22. i 23. marta, jer uprkos tome što sam preduzeo jasne i odgovorne mere da zatvorim i blokiram svoj račun, oni namerno nisu reagovali na moj željama.
I asked Rolletto to close my account and made a complaint to them on 18/02/23 - Joe a support agent replied and confirmed account closed on 20/02/23. It would have been obvious from my emails that I was clearly developing an issue with gambling and needed to be blocked. Despite this I noticed following a spam email that my account was still open which led me to make more deposits on 23/03/23 which I clearly should have not been able to had the casino acted responsibly and not lied about having closed my account. I sent a number of emails on 22/02/23 to Rolletto demanding my account was properly closed and blocked as I do not wish to have the temptation to gamble and that deposits made on 22/02/23 were immediately refunded I have received no response to any of these emails and my account has remained open which has led me to make further deposits today. It is utterly unacceptable that Rolletto have clearly broken their own responsible gambling policy set out jn their terms and conditions as well as lying to me about my account being closed. I have email evidence that provides their confirmation of my supposed account closure on 20/02/23. Firstly I need the respect and courtesy of Rolletto actually responding to me and secondly I need a refund of all deposits made on 22nd and 23rd March as despite me taking clear and responsible action to get my account closed and blocked they deliberately failed to act on my wishes.
Zdravo Flippi48,
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 da nam kažete koji razlog ste naveli kada ste tražili da blokirate svoj nalog?
Dozvolite mi da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Neki kazina koriste mnogo alata za odgovorno kockanje i ja ih ovde ne bih pominjao. Šta igrači mogu da urade ako su nezadovoljni u kazinu: Zatvori nalog ili se samoisključe, to su dva osnovna izbora.
Zatvaranje naloga je jednostavno i nema skoro nikakvog uticaja - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako se igrač uspešno samoisključuje, kazino se slaže da neće otvoriti ovaj nalog ili ako da samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemom kockanja).
U slučaju samoisključenja, ako kazino nije uspeo u ovome, igrač može tražiti povraćaj novca.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Nick
Hello Flippy48,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Iako tačne reči samoisključivanje nisu korišćene u mojoj originalnoj e-poruci od 18. marta, postalo je prilično očigledno da želim da se moj nalog trajno zatvori i da nisam zadovoljan činjenicom da su to kompanija iz Kurasaa koja deluje ilegalno u UK i da je prijavila originalni imejl mom odeljenju za prevare u banci.
U mojim imejlovima o nekolicini ljudi koji traže ovo, izvod iz onog poslatog 22. marta je kopiran i zalepljen ispod - ovo je poslato pre nego što je izvršeno dalje polaganje depozita 22. i 23. marta. Iz ovoga je vrlo jasno da imam problem i da tražim trajno zatvaranje naloga:
Takođe je neverovatno očigledno iz mog mejla od 18. februara da imam problem sa kockanjem i tražio sam od vas da se ponašate odgovorno, što očigledno niste uradili. Svaki renomirani kazino bi me zatvorio i trajno blokirao nakon mog prvobitnog zahteva i žalbe, ali vi niste preduzeli ovu vrlo jednostavnu akciju.
Whilst the exact words self exclusion were not used on my original email of 18th March it was made pretty obvious I wanted my account permanently closed and that I was not happy with the fact they were a Curacao company acting illegally in the UK and had reported the original email to my bank fraud department.
In my emails of several chasing this up an extract from the one sent on 22nd March is copied and pasted below - this was sent before making further deposits on 22nd and 23rd March. It is very very clear from this I am developing a problem and requested permanent account closure:
It is also incredibly obvious from my email of the 18th February that I have a gambling issue and asked you to act responsibly which you have clearly failed to do. Any reputable casino would have closed and permanently blocked me following my initial request and complaint but you failed to take this very simple action.
Napominjem da je jutros moj nalog sada zatvoren, tako da je podrška Rolletto-a jasno videla moje imejlove ili ovu žalbu. Ipak, još uvek nema odgovora na bilo koju od mojih e-poruka.
I note finally this morning my account is now closed so support at Rolletto have clearly seen my emails or this complaint. Still no courtesy of a response to any of my emails though.
Rolletto još uvek ne odgovara. Došao sam do ćaskanja uživo i rekli su da slučaj pregleda menadžer za usklađenost, ali i dalje nisam ubeđen. Zašto konačno zatvoriti svoj nalog, a da mi ne date barem odgovor na zadržavanje. Strašno neprofesionalno, posebno u ovim okolnostima. Ne razumem zašto Rolletto ima tako visok rejting na Casinoguru-u sa toliko negativnih kritika. Cela ova situacija me čini anksioznim i bolesnim, a nedostatak odgovora i nepreduzimanje bilo kakve odgovorne akcije je neverovatno razočaravajuće.
Rolletto still not responding. Got through to live chat and they said case was being reviewed by compliance manager but I remain unconvinced. Why finally close my account but fail to give me the courtesy of a holding response at least. Appallingly unprofessional especially in the circumstances. I fail to see why Rolletto have such a high rating on Casinoguru with so many negative reviews. This whole situation is making me anxious and ill and the lack of response and failure to take any responsible action is incredibly disappointing.
Zgrožen sam načinom na koji se Rolletto odnosi prema meni i njihovom neuspehu da reaguju, plus njihov potpuni nedostatak poštovanja prema praksi odgovornog igranja.
I am disgusted at the way I am being treated by Rolletto and their failure to respond plus their complete lack of regard for responsible gaming practices.
Dobio sam detalje o SBGOK fondaciji koja pomaže u potrazi za kazinom na Kurasau koji nisu uplatili sredstva ili namerno iskorišćavaju klijente koji imaju očigledne probleme sa kockanjem pri čemu se kazino nije ponašao odgovorno. Da li ih je neko koristio? Izgleda da su imali niz uspeha protiv prevaranata?
I have been given details of the SBGOK Foundation who assist in pursuing Curacao casinos who have not paid funds or deliberately exploited customers who have obvious gambling issues whereby the casino has failed to act responsibly. Has anyone used them? They seem to have had a number of successes against scam operators?
Rolletto još uvek nema odgovora. Neverovatno je očigledno iz mojih e-poruka upućenih vama 22. marta da mi je potreban nalog trajno zatvoren blokiran. Može li neko da mi se vrati što pre i da mi refundira novac nakon ovoga. Cela stvar postaje nepotrebno stresna i vaše onlajn ćaskanje me samo prekida.
No response from Rolletto still. It is incredibly obvious from my emails to you on 22nd March that I needed account permanently closed blocked. Can someone please come back to me asap ref my refunds following this. The whole matter is being made unnecessarily stressful and your online chat is just cutting me off.
Nađite izvode svih e-poruka pošto ste lagali o mom zatvaranju naloga 20. februara i ispod ove vaše politike odgovornog kockanja u kojoj tvrdite da je svo vaše osoblje obučeno da prepozna problem kockanja, ali to očigledno nije tačno. 18. februara sam se i vama žalio. Ponovo ste 20. februara, kada ste lagali da je moj nalog zatvoren, takođe obećali da ćete odgovoriti na moju žalbu, što se nikada nije dogodilo. Jasno je da ste u velikoj meri propustili da se pridržavate ovoga i zaštitite me u ovim okolnostima i očigledno namerno koristite priliku da napadnete ranjive ljude:
22/03 Pogledajte moju e-poštu u nastavku kojom potvrđujete da je moj nalog zatvoren. Ovo niste sami preduzeli uprkos vašim tvrdnjama da ste ga definitivno zatvorili 20. februara, što mi je omogućilo da napravim brojne depozite kao što je priloženo u poslednjih nekoliko sati.
Ovo je protivno vašoj politici odgovornog igranja kao što je prikazano u nastavku i protivno odredbama licence vaše Curacao Egaming licence. Jasno sam stavio do znanja u svojoj prepisci ispod da ne želim da koristim vaš kazino i da želim da se moj nalog zatvori, a vi ste obećali da se to dogodilo. Ionako nemate licencu da uzimate igrače iz Ujedinjenog Kraljevstva i da ne poštujete zatvaranje koje sam ja odgovorno tražio i da lažete o tome je užasno i niste uspeli da me zaštitite.
Molimo vas da potvrdite da je sada pravilno zatvoreno i da će sve transakcije izvršene u poslednja 24 sata biti refundirane što je pre moguće. Očekujem hitan i profesionalan odgovor po ovom pitanju.
22/03 - Može li mi se neko hitno javiti u vezi sa ovim pitanjem koje me jako uznemirava i izaziva stres.
Takođe je neverovatno očigledno iz mog mejla od 18. februara da imam problem sa kockanjem i tražio sam od vas da se ponašate odgovorno, što očigledno niste uradili. Svaki renomirani kazino bi me zatvorio i trajno blokirao nakon mog prvobitnog zahteva i žalbe, ali vi niste preduzeli ovu vrlo jednostavnu akciju.
Očekujem vaše novosti o povratu mojih sredstava od danas što je pre moguće.
Kao odgovorni provajder kockanja, posvećeni smo stvaranju bezbednog i prijatnog onlajn kazino okruženja za naše cenjene igrače.
Naša je odgovornost da osiguramo da svo naše osoblje bude obučeno da prepozna sve znake problema sa kockanjem i da preduzme neophodne korake da zaštiti naše članove.
Please find extracts of all emails since you lied about my account closure on 20th February and below this your own responsible gambling policy whereby you claim all your staff are trained to recognise a gambling problem but this is clearly not true. On 18th Feb I made a complaint to you as well. Again on 20th Feb when you lied about my account being closed you also promised to respond to my complaint which never happened. You have clearly failed massively to adhere to this and protect me in these circumstances and are clearly deliberately taking the opportunity to prey on vulnerable people:
22/03 Please see my email below whereby you confirm my account is closed. This was not actioned by yourselves despite your claims to have definitely closed it on 20th February which has allowed me to make numerous deposits as attached in the last few hours.
This is against your own responsible gaming policy as shown below and against the licence provisions of your Curacao Egaming licence. I made it very clear in my correspondence below that I do not wish to use your casino and that I wanted my account closed and you promised this had happened. You are not even licenced to take UK players anyway and to not honour the closure I responsibly requested and lie about is it appalling and you have failed miserably to protect me.
Please confirm it is properly closed now and that all transactions made within the last 24 hours are refunded asap. I await an urgent and professional response on this matter.
22/03 - Can someone please come back to me urgently regarding this matter which is causing me much upset and stress please.
It is also incredibly obvious from my email of the 18th February that I have a gambling issue and asked you to act responsibly which you have clearly failed to do. Any reputable casino would have closed and permanently blocked me following my initial request and complaint but you failed to take this very simple action.
I await an update from you on return of my funds from today asap.
As a responsible gambling provider, we are committed to creating a safe and enjoyable online casino environment for our valued players.
It is our responsibility to ensure that all of our staff are trained to recognise any signs of problem gambling, and to take the necessary steps to protect our members.
Zdravo Flippi48,
Možete li da prosledite e-poruku između vas i kazina od vašeg prvog zahteva za zatvaranje naloga (uključeno) na nikolas.b@casino.guru za dalji pregled?
Hello Flippy48,
Could you please forward the e-mail communication between you and the casino since your first request to close your account (included) to nikolas.b@casino.guru for further review?
Poslao sam vam sve imejlove na dalji pregled. Rolletto mi još uvek ne pruža ljubaznost odgovora što je neverovatno frustrirajuće. Tako neprofesionalno. Ćaskanje uživo ne može pomoći i potvrditi da ću uskoro dobiti e-poruku, ali izgleda da ovo samo govore i da se to zapravo neće dogoditi. Užasnut sam čitavom situacijom trenutno.
I have sent all emails across to you for further review. Rolletto still not providing me with the courtesy of a response which is unbelievably frustrating. So unprofessional. Live chat cannot assist and confirm I will receive an email soon but it appears they are just saying this and it is not actually going to happen. I am appalled by the whole situation right now.
Takođe, sprovedeno neko istraživanje i dalje ne vidi zašto Rolletto zaslužuje veoma dobru ocenu na Casinoguru uprkos broju pritužbi na njih ovde! Na drugim kazino forumima oni su generalno stavljeni na crnu listu i ocenjeni kao nepouzdani sa lošim iskustvom u tome da nisu blokirali igrače na zahtev i malo ili nimalo odgovora putem njihove onlajn podrške, što se vrlo jasno poklapa sa mojim iskustvima sa njima.
Also having undertaken some research still fail to see why Rolletto merit a very good rating on Casinoguru despite the number of complaints about them on here! On other casino forums they are generally blacklisted and rated as untrustworthy with a poor track record of failing to block players upon request and little or no response via their online support which very clearly matches my experience with them.
Prošlo je 6 dana i još uvek nema odgovora sa Rolletto e-pošte za podršku. Ili je lažno i bez posade ili sam ignorisan iz neznanja i namerno. Bilo kako bilo, potpuno neprihvatljivo i nadam se da ovo deluje kao upozorenje svim drugim potencijalnim igračima da se drže podalje od ovog operatera jer očigledno nemaju obzira na odgovornu praksu igranja ili brigu o korisnicima:
6 days now and still no response at all from the Rolletto support email. It is either fake and unmanned or I am being ignorantly and deliberately ignored. Either way completely unacceptable and I hope this acts as a warning to any other prospective players to stay well away from this operator as they clearly have zero regard for responsible gaming practice or customer care:
Više od nedelju dana i još uvek nema odgovora ni na jednu e-poštu od Rolletta. Ponašali su se potpuno neodgovorno uprkos mojim naporima da se zaštitim od kockanja sa njima, ostavili su me da se osećam očajno i čak nemam ljubaznosti da se dopisujem po tom pitanju.
Well over a week and still no response to any emails from Rolletto. They have acted completely irresponsibly despite my efforts to protect myself from gambling with them, left me feeling desperate and don’t even have the courtesy to correspond in the matter.
Zdravo Flippi48,
Hvala vam na dostavljenoj e-pošti. Međutim, nisam uspeo da pronađem e-poštu u kojoj ste tražili samoisključivanje. Možete li, molim vas, proslediti i taj e-mail?
Hello Flippy48,
Thank you for the e-mail provided. However, I was unable to find the e-mail in which you requested for the self-exclusion. Can you please forward that e-mail too?
Nick, upravo sam ti poslao još jedan e-mail. Takođe sam obavešten putem onlajn ćaskanja da je račun na koji su izvršeni ovi depoziti dupli račun.
a) nijedan renomirani kazino vam ne dozvoljava da otvorite dupli račun kada ste već tražili da budete blokirani
b) Rolletto ne bi isplatio nijedan dobitak u ovom slučaju, tako da bi sigurno trebalo da vrati sve depozite
Nick I have just sent you another email. I have also been notified by online chat that the account these deposits were made to was a duplicate account.
a) no reputable casino lets you open a duplicate account when you have already asked to be blocked
b) Rolletto would not have paid any winnings in this instance so should surely respoiblh return all deposits
Zdravo Flippi48,
Takođe smo dobili dokaze iz kazina u vezi sa vašim slučajem. Na osnovu tog dokaza, zatražili ste zatvaranje naloga, a ne samoisključivanje. Takođe, pošto ste kreirali više naloga, što je protivno uslovima kazina, bićemo primorani da zatvorimo žalbu.
Imajte na umu da pošto koristite različite detalje tokom registracije, kazino to neće primetiti osim ako ne pokušate da verifikujete svoj identitet, što niste uradili ni na jednom od svojih kreiranih naloga.
Budite sigurni da nikada ne kreirate više od 1 naloga u bilo kom onlajn kazinu jer će to dovesti do samo gubitka novca i zabrane pristupa veb lokaciji.
Srdačan pozdrav,
Nick
Hello Flippy48,
We have also received evidence from the casino regarding your case. Based on that evidence, you did request to close your account and not a self exclusion. Also as you have created multiple accounts, which is against the casino terms, we will be forced to close the complaint.
Please understand that as you use different details during the registration, the casino won't notice it unless you try to verify your identity, which you did not do in any of your created accounts.
Be sure to never create more than 1 account in any online casino as it will lead to just losing money and ban from the website.
Best regards,
Nick
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.