Poštovani Maf97,
Cenim vašu odlučnost da pronađete sve moguće načine da potkrepite svoje tvrdnje. Međutim, moram da vas ispravim u većini postavljenih tačaka.
Nepoštovanje propisa: Kazino radi bez odgovarajuće licence, što predstavlja kršenje propisa.
Nažalost, ovde niste u potpunosti u pravu. Naravno, postoje propisi u određenim zemljama kao što su Velika Britanija, Španija, Švedska, Kanada – Ontario i druge da igrači iz ovih jurisdikcija mogu da igraju u kazinima koji moraju da imaju lokalnu licencu, ali generalno, za ofšor kazina kao što je Roial Fortune, ne moraju posebno da imaju dozvolu za rad. U stvari, postoje stotine kazina koji nemaju važeću licencu. Istina je da mnogi od njih kod nas nemaju naročito dobru ocenu bezbednosti, međutim, mnogi rade „normalno" i bez važeće dozvole.
Štaviše, kao stanovnik Velike Britanije, vaša je odgovornost da igrate samo u kazinima sa licencom za UK kako biste osigurali da se ograničenja GamStop-a pravilno primenjuju . Što se čini da je i ovde faktor.
To izaziva sumnju da ste se možda namerno prijavili u kazino koji nije pod GamStop-om
Neadekvatan odgovor na moj zahtev: Kazino nije adekvatno rešio moj zahtev za povraćaj novca. Moji mejlovi su ignorisani nekoliko meseci.
Ovde vas mogu razumeti, kazino tim je mogao bolje da reši situaciju, međutim, morate razumeti da kazino tim nije dužan da odgovara na ponovljena pitanja ili na pitanja na koja je već odgovoreno. Oni svakodnevno opslužuju mnogo kupaca, tako da ako je na vaša pitanja (prema njima) odgovoreno ili ste obavešteni da ne mogu da daju dodatna pojašnjenja, razumljivo, fokusiraju se na usluživanje drugih kupaca umesto da vam ponavljaju iste odgovore. Pored toga, više puta ste obavešteni da morate da podnesete svoje dokumente za KIC i AML proces koji ste ignorisali. I izgleda da je komunikacija stala na ovome.
Ograničen pristup smernicama: Moj pristup za pregled određenih smernica je ograničen bez objašnjenja.
Ovaj problem je najverovatnije samo na vašoj strani. Kao što sam vas već obavestio, ja, kao i moje druge kolege, možemo da pristupimo svim politikama Roial Fortune bez ikakvih problema sa različitih IP adresa, uključujući IP adrese UK i razne pretraživače. Pokušajte da izguglate besplatni VPN program da biste pristupili KIC/AML politici. Možete pokušati da koristite Inbuild VPN u pretraživaču Opera, ali da biste „igrali na sigurno" nemojte pristupati svom kazino nalogu preko VPN-a. Samo otvorite ovu vezu https ://roialfortune.co/en/static/terms?categori= kicpolici
Obmanjujuća uveravanja.
Pa, ovo je uglavnom tvoja pretpostavka. Kao što sam već pomenuo u svom imejlu za vas. Iako je agent za livechat zaista spomenuo da ćete dobiti povraćaj novca kada dostavite tražene dokumente, nisam siguran da ovaj odgovor nije na neki način povezan i sa nekim drugim prethodnim pitanjima. U svakom slučaju, morate imati na umu da kazino tim (koji je zapravo zadužen za ovo) ne može razmatrati bilo kakav povraćaj novca bez vašeg završetka KIC i AML-a što još uvek niste uradili.
Neefikasan proces identifikacije.
Opet, ovde niste u potpunosti u pravu. Iako se u određenim jurisdikcijama od kazina zahteva da urade (barem osnovni) KIC kada igrači otvaraju svoje račune. Igrači moraju predati svoja dokumenta pre nego što mogu da igraju. Ova procedura je prilično uobičajena u kazinom u Velikoj Britaniji ili Španiji, međutim, ovo NIJE uslov za offshore kazina. KIC i AML se obično pokreću kada je zatraženo povlačenje koje premašuje određeni prag ili po diskrecionom nahođenju kazina.
Promena odredbi i uslova: Kazino je izmenio svoje uslove i odredbe bez davanja ikakvog obaveštenja
Ovde se mogu složiti sa vama da bi u idealnom slučaju igrači trebali biti obavešteni o svim važnim ažuriranjima ili promenama u odredbama i uslovima. Raspitao sam se o ovome i nije bilo značajnijih promena u Uputstvima i uslovima. Dodavanje podržane valute (u ovom slučaju GBP) ne smatramo značajnom promenom. Ovo je ionako bilo razumljivo jer kazino prihvata igrače iz Velike Britanije. Dostupnost određenih igara nije uvek osigurana. Igre ili dobavljači igara mogu se dodati ili ukloniti u bilo kom trenutku. Pored toga, mogu postojati jedinstveni sporazumi između dobavljača igara i kazina, koji omogućavaju da određene igre koje su obično nedostupne u određenim jurisdikcijama i dalje budu dostupne u određenim kazinima. Ipak, sve ovo nema apsolutno nikakvog uticaja na vašu situaciju jer nikakva pravila nisu retrospektivno primenjena na vašu igru ili nalog.
Uz sve ovo što je rečeno, čini se da nekako namerno previđate činjenicu da ste dobrovoljno pronašli kazino, i da ste se dobrovoljno registrovali kod Roial Fortune ne izazivajući zabrinutost u vezi sa njihovim licencama ili njihovim uslovima i odredbama u to vreme, što postavlja pitanja o pravoj prirodi vaše žalbe.
Važno je naglasiti da je vaša primarna briga i dalje vaš neuspeh da obezbedite neophodnu dokumentaciju za KIC i AML procese na zahtev kazina. Imajte na umu da se o ovom zahtevu ne može pregovarati. Imate mogućnost ili da se povinujete zahtevima kazina ili da izaberete da to ne učinite. Na kraju krajeva, izbor je na vama.
Ovde se ništa ne može uraditi sa naše strane. Molimo vas da mi kažete koja je vaša preferirana opcija.
Ako se odlučite za saradnju sa kazinom, ja ću nastaviti da se bavim vašim slučajem. Ako odlučite da ne sarađujete, nastaviću da zatvorim ovu žalbu u skladu sa tim.
Dear Maf97,
I appreciate your determination to find any possible ways to support your claims. However, I must correct you on most of the points raised.
Failure to comply with regulations: The casino is operating without proper licensing, which is a violation of regulations.
Sadly, you are not fully correct here. There are of course regulations in certain countries like the UK, Spain, Sweden, Canada - Ontario, and others that players from these jurisdictions can play in casinos that need to have a local license, but in general, for offshore casinos like Royal Fortune, they don't particularly need to have a license for operating. In fact, there are hundreds of casinos that don't have a valid license. It's true that a lot of them don't have a particularly good safety rating at us, however, a lot of them are operating "normally" even without a valid license.
Furthermore, as a UK resident, it is your responsibility to play only at UK-licensed casinos to ensure GamStop restrictions apply correctly. Which seems to be a factor here as well.
It does raise suspicion that you might have intentionally signed up in a casino that is not under GamStop
Inadequate response to my request: The casino has not adequately addressed my refund request. My emails were ignored for several months.
I can understand you here, the casino team could have handled the situation better, however, you must understand that the casino team is not obliged to respond to repeated questions or to questions that have already been answered. They are serving a lot of customers on a daily basis so If your questions have been ( according to them) answered or you were informed they cannot provide further clarification, understandably, they focus on serving other customers instead of repeating the same answers to you. Additionally, you have been informed multiple times that you have to submit your documents for the KYC and AML process that you ignored. And it looks like the communication has stopped on this.
Restricted access to policies: My access to view certain policies has been limited with no explanation.
This issue is most likely only on your side. As I have informed you already, me as well as my other colleagues are able to access all Royal Fortune policies without any issues from various IPs including the UK IPs and various browsers. Try to google a free VPN program to access the KYC/AML Policy. You can try to use the Inbuild VPN in the Opera browser, but to "play it safe" please don't access your casino account via a VPN. Just open this link https://royalfortune.co/en/static/terms?category=kycpolicy
Misleading assurances.
Well, this is mainly your assumption. As I already mentioned in my email to you. Although the livechat agent indeed mentioned you will receive a refund once you provide the requested documents, I’m not sure if this answer was not somehow connected to any other previous questions as well. Anyway, you need to please understand that the casino team ( who is actually in charge of this) cannot consider any refund without your completion of the KYC and AML which you have still not done.
Ineffective identification process.
Again, you are not fully correct here. Although in certain jurisdictions the casinos are required to do the (at least the basic) KYC when the players are opening their accounts. The players must submit their documents before they can actually play. This procedure is quite common in UK or Spanish casinos, however, this is NOT a requirement for offshore casinos. The KYC and AML are typically started once there is a withdrawal requested that surpasses a certain threshold or at the casino's discretion.
Change in terms and conditions: The casino made changes to their terms and conditions without providing any notification
I can agree with you here that ideally the players should be notified about any important updates or changes in the terms and conditions. I have inquired about this and there have not been any significant changes in the T&Cs done. The addition of supported currency (in this case GBP) is not considered by us as a significant change. This was understandable anyway since the casino accepts players from the UK. The availability of specific games is not always assured. Games or game providers may be added or removed at any time. Additionally, there may be unique agreements between game providers and casinos, allowing for certain games that are typically unavailable in specific jurisdictions to still be accessible at particular casinos. Nevertheless, all this has absolutely no effect on your situation as no rules have been retrospectively applied to your gameplay or account.
With all this being said, you seem to somehow intentionally overlook the fact that you voluntarily found the casino, and you voluntarily registered with Royal Fortune without raising concerns about their licensing or their terms and conditions at the time, which raises questions about the true nature of your complaint.
It is important to emphasize that the primary concern continues to be your failure to provide the necessary documents for the KYC and AML processes as requested by the casino. Please recognize that this requirement is non-negotiable. You have the option to either comply with the casino's requests or choose not to. Ultimately, the choice is yours.
There is nothing that can be done from our side here. Please let me know what your preferred option is.
If you opt to cooperate with the casino, I will continue pursuing your case. If you choose not to cooperate, I will proceed to close this complaint accordingly.
Automatski prevedeno: