Igrač iz Švedske je pokušao da se samoisključi iz kazina. Nažalost, upit je ignorisan. Pošto je igrač prestao da odgovara, naša jedina opcija je bila da odbijemo slučaj.
The player from Sweden has tried to self-exclude from the casino. Unfortunately, the enquiry was ignored. Since the player stopped responding, our only option was to reject the case.
Igrač iz Švedske je pokušao da se samoisključi iz kazina. Nažalost, upit je ignorisan. Pošto je igrač prestao da odgovara, naša jedina opcija je bila da odbijemo slučaj.
Dragi Casino.guru,
Čekam od 4. januara bez ikakvog odgovora od Folkeriketa/Folkeautomaten.
Živeo sam u velikoj zavisnosti od kockanja i nisam mogao da prestanem da uplaćujem depozite. U isto vreme sam podigao kredit
da finansiram svoje kockanje od 45.000 kruna i deponovano 116 puta u periodu od 12 dana.
Samo 2019-08-26, napravio sam ukupno 31 depozit. Nije bilo čekova ili nekoga ko me je pitao za sve ove depozite koji su uplaćeni, pokazao sam velike sklonosti ka zavisnosti od kockanja, ali javna mašina nije ništa preduzela.
23.08.2019. napravio sam 22 depozita, redovno sam pitao za bonuse koje nisam trebao da dobijem pošto sam švedski državljanin, i dalje sam ih dobijao i na depozite i na bonus novac da bih mogao da uplatim i igram više.
Ovo nije odgovorna akcija sa njihove strane i oni nisu poštovali svoje uslove, zbog toga želim povraćaj novca.
Takođe sam razgovarao u ćaskanju sa njima i čak su mi rekli da je ovo pogrešno skretanje sa njihove strane i da treba da im napišem mejl o tome, prošlo je više od mesec dana bez ikakvog odgovora, pričao sam u ćaskaju sa njima, ali oni samo odgovaraju da će mi se javiti kada nešto saznaju.
Dear Casino.guru,
I've been waiting since 4th of januari without any answer from Folkeriket/Folkeautomaten.
I was living in a huge gambling addiction and could not stop making deposits. I took out a loan at the same time
to finance my gambling of SEK 45,000 and deposited 116 times spread over 12 days.
On 2019-08-26 alone, I made a total of 31 deposits. There were no checks or someone who asked me about all these deposits that were made, I showed great tendencies on a gambling addiction but the public machine took no action.
On 2019-08-23 I had made 22 deposits, I regularly asked about bonuses which I should not have received as I am a Swedish citizen, I still received these on both deposits and bonus money to make me deposit and play more.
This is not a responsibly action from their side and they were not following their own terms, due to this i want a refund.
Also i talked in the chat with them and they even told me that this was a wrong turn from their side and that i should wrote an email about this to them, it's been over a month without any reply, i've been talking in the chat with them but they only respond that they will get back to me when they know anything.
Dragi timgartz,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Možete li proslediti sve mejlove ili snimke ekrana koji pokazuju da ste poslali zahteve za samoisključivanje? Moja adresa e-pošte je KSKSKSKSKS0@email.kkkkk . Da li ste u tim zahtevima naveli koliko dugo želite da vaš nalog bude zatvoren i jasno naveli razlog zašto?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear timgartz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Zdravo Petronela,
Oni su prekršili uslove za švedske igrače kao MGA kazino, ja kao Šveđanin nisam mogao da dobijem te bonuse posle 2019. Takođe nisu ozbiljno shvatili kockanje.
Hello Petronela,
They did break the terms for Swedish players as a MGA casino, me as a Swede could not get those bonuses after 2019. Also they did not take responsibly gambling serious.
Razumem tvoju zabrinutost, Timgartz. Međutim, da li ste obavestili kazino o svojoj zavisnosti od kockanja ili zatražili samoisključivanje? Molimo vas da prosledite svu relevantnu komunikaciju i prateće dokaze na KSKSKSKSKS0@email.kkkkk . Hvala unapred.
I understand your concerns, timgartz. However, have you informed the casino about your gambling addiction, or requested the self-exclusion? Please forward any relevant communication and supporting evidence to petronela.k@casino.guru. Thank you in advance.
Dear timgartz,
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.
Poslao sam im isti PDF koji je priložen ovde, moj nalog kod njih je zatvoren zbog zavisnosti od kockanja
I have sent them the same PDF that is attached here, my account with them is closed due to gambling addiction
Jag har skickat dom samma PDF som är bifogad här, mitt konto hos dom är stängt pga spelmissbruk
Možete li da nam kažete kada ste poslali PDF datoteku u kazino i kada je vaš nalog blokiran? Možete li proslediti originalnu e-poštu na KSKSKSKSKS0@email.kkkkk ? Hvala vam.
Could you please advise when you sent the PDF file to casino and when was your account blocked? Could you please forward the original email to petronela.k@casino.guru? Thank you.
Hvala na email. Sve sam detaljno analizirao i to je ono što sam shvatio.
Poslednji mejlovi koje ste dobili od kazina bili su još 2019.
6. januara 2023. poslali ste e-poštu na istu adresu e-pošte sa koje ste primali prepisku iz kazina.
Međutim, od tada je veb lokacija promenila ime i fokus.
https://vvv.folkeautomaten.no/ do https://vvv.folkeriket.com/
Folkeautomaten kazino
Kako Folkeautomaten zaista ima samo norveške igrače, kazinu je lako prilagoditi sadržaj norveškim igračima. Ovo se odnosi na igre, promocije, korisničku podršku i još mnogo toga. Kao što ime govori, cilj je da bude kazino za većinu ljudi. Sadržaj na veb stranici mora biti lak za razumevanje, a korisnička služba je naravno takođe na norveškom.
Na Folkeautomaten-u je moguće igrati i obične kazino igre, kazino igre uživo i kvote. Posebno su slot mašine popularne među kazino igrama, što je očigledno i iz naziva kazina. Upravo u ovim igrama se nalaze zaista veliki džekpotovi. Progresivni džekpotovi na slot mašinama su često milioni.
Pored dobrog izbora igara, tu je i poseban klub kupaca i veliki broj različitih kampanja i bonusa . Sigurno ima mnogo onih koji uglavnom razmišljaju o bonusima dobrodošlice u vezi sa ovim, ali su promocije tokom vremena barem jednako važne. Na kraju krajeva, kockanje na mreži je zabava, a pametnim korišćenjem promocija i bonusa moguće je dobiti mnogo više igre za svoj novac.
Folkeautomaten je promenio ime u Folkeriket .
Niste dobili nikakav odgovor iz kazina jer adresa e-pošte više ne radi. Nova adresa e-pošte je KSKSKSKSKS0@email.kkkkk ili KSKSKSKSKS2@email.kkkkk .
Nadam se da je ovo objašnjenje bilo od pomoći. Molimo pošaljite još jedan zahtev za samoisključivanje na odgovarajuću adresu e-pošte ili ga podesite u okviru naloga vašeg igrača i obaveštavajte me o svakom daljem razvoju događaja.
https://vvv.folkeriket.com/no/responsible-gaming
Da li ti treba pauza?
Ako osećate da vam je potreban odmor od igranja igara, nudimo opciju da zatvorite svoj nalog onoliko dugo koliko vam je potrebno da u miru i tišini razmislite o situaciji u kojoj se igrate. Ovo se može uraditi u podešavanjima vašeg naloga gde možete da birate između 24 sata, 1 nedelja, 1 mesec, 6 nedelja, 6 meseci ili neograničeno. Ako želite da zaključate svoj nalog na drugi vremenski period od opcija koje su dostupne na stranici, možete kontaktirati našu korisničku podršku koja će vam rado pomoći u tome.
Thank you for your email. I have analyzed everything thoroughly and this is what I understood.
The last emails that you received from the casino were back in 2019.
On January 6th, 2023 you sent an email to the same email address from which you used to receive correspondence from the casino.
However, the website changed its name and focus since then.
https://www.folkeautomaten.no/ to https://www.folkeriket.com/
Folkeautomaten casino
As Folkeautomaten really only has Norwegian players, it is easy for the casino to adapt the content to Norwegian players. This applies to games, promotions, customer service and much more. As the name suggests, the goal is to be a casino for most people. The content on the website must be easy to understand, and customer service is of course also in Norwegian.
It is possible to play both regular casino games, live casino games and odds on the Folkeautomaten. It is especially the slot machines that are popular among the casino games, it is also obvious from the name of the casino. It is on these games that the really big jackpots are to be found. Progressive jackpots on slot machines are often in the millions.
In addition to a good selection of games, there is also a separate customer club and a number of different campaigns and bonuses . There are certainly many who mainly think of welcome bonuses in connection with this, but promotions over time are at least as important. At the end of the day, online gambling is about entertainment, and by using promotions and bonuses smartly, it is possible to get a good deal more play for your money.
Folkeautomaten has changed its name to Folkeriket .
You haven't received any reply from the casino because the email address doesn't work anymore. The new email address is kundeservice@folkeriket.com or support@folkeriket.com.
I hope this explanation was helpful. Please send another self-exclusion request to the proper email address or set it up inside your player's account and keep me informed about any further developments.
https://www.folkeriket.com/no/responsible-gaming
Do you need a break?
If you feel you need a break from your gaming, we offer the option to close your account for as long as you need to give you time to think about your gaming situation in peace and quiet. This can be done under your account settings where you can choose between 24 hours, 1 week, 1 month, 6 weeks, 6 months or indefinitely. If you wish to lock your account for a different period of time than the options available on the page, you can contact our customer service who will gladly help you with this.
Zdravo,
Takođe sam ih kontaktirao na njihovom livechatu i poslao PDF tamo, poslali su mi ovu e-poruku za potvrdu:
Nil (Folkeriket)
3. januar 2023, 03:49 GMT+1
Dragi Tim,
Nadamo se da će vas ova poruka dobro naći.
Ovo je potvrda da smo primili vašu žalbu i da je ona prosleđena višem članu osoblja radi dalje istrage. Možda ćemo morati da uključimo druga odeljenja ili dobavljače u proces, tako da ostavite do 7 radnih dana za naš potpuni odgovor.
Kompletan proces za žalbe i sporove opisan je u našim odredbama i uslovima, član 4.
Ne ustručavajte se da nas kontaktirate u bilo kojoj fazi procesa ako imate pitanja.
Srdačan pozdrav,
Neil
Hello,
I have also contacted them on their livechat and sent the PDF there, they did send me this confirmation email:
Neil (Folkeriket)
Jan 3, 2023, 03:49 GMT+1
Dear Tim,
We hope this message finds you well.
This is an acknowledgment that we have received your complaint and that it has been escalated to a senior staff member for further investigation. We might have to involve other departments or vendors in the process, so please allow for up to 7 business days for our full response.
The full process for complaints and disputes is described in our Terms & Conditions article 4.
Don’t hesitate to contact us at any stage of the process should you have any questions.
Best regards,
Neil
Vidim. Možete li proslediti originalnu e-poštu na KSKSKSKSKS0@email.kkkkk ?
I see. Could you please forward the original email to petronela.k@casino.guru?
Hvala, timgartz, na kazino mejlu od 25. februara. Možete li, molim vas, proslediti onaj koji ste spomenuli u svom prethodnom odgovoru (od 3. januara)?
Thank you, timgartz, for the casino email from the February 25th. Could you please forward the one that you mentioned in your previous reply (from Jan 3rd)?
Hvala puno, timgartz, na pružanju svih potrebnih informacija. Sada ću preneti vašu žalbu kolegi Jozefu ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, timgartz, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo ponovo, sada sam dobio ovaj odgovor od njih:
Robert (Folkeriket)
5. mart 2023, 13:11 GMT+1
Dragi Tim,
Hvala vam puno za e-poštu. Proverili smo vaš nalog i ne možemo da pronađemo nikakvu osnovu za vaš zahtev za povraćaj sredstava. Potvrđujemo da je vaš nalog tretiran u skladu sa važećim zakonima i propisima. Takođe smo proverili da li je vaš nalog zatvoren i da li ste nam poslali obaveštenja o vašoj zavisnosti od kockanja i nismo našli ništa.
Žao nam je što čujemo da je vaše kockanje imalo negativan uticaj na vas i želimo da vas uverimo da je vaš nalog kod nas trajno zatvoren i da više ne možete da se prijavite.
Nadamo se da i dalje vidite mogućnosti da promenite ovu situaciju korišćenjem pomoći i društvenih funkcija koje su dostupne. Možete ih pronaći ispod:
Pozdravi
Robert
Odeljenje za žalbe
Hello again, got this reply from them now:
Robert (Folkeriket)
Mar 5, 2023, 13:11 GMT+1
Dear Tim,
Thank you very much for your email. We have checked your account and cannot find any basis for your refund request. We confirm that your account has been treated in accordance with applicable laws and regulations. We have also checked your account for closures and communications to us about your gambling addiction and found none.
We are sorry to hear that your gambling has had a negative impact on you and we would like to reassure you that your account with us is permanently closed and you are no longer able to log in.
We hope that you still see the opportunities to change this situation by using the help and social features available. You can find them below:
Regards
Robert
Complaints Department
Dragi timgartz,
Apsolutno cenim što ste podelili svoja iskustva sa Casino Guru timom. Sada ćemo pokušati da stupimo u kontakt sa kazinom.
Dear timgartz,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dragi Casino Guru timu,
Hvala vam na posredovanju u ovoj stvari.
Sledeće je takođe već saopšteno Timu:
U skladu sa slučajem koji je ovde pokrenut, ponovo smo pregledali ceo slučaj i vaš nalog sa naše strane. Naša prvobitna odluka, međutim, stoji, ne možemo pronaći nikakvu osnovu za Timov zahtev za povraćaj novca. Potvrđujemo da se sa njegovim nalogom u svakom trenutku postupa u skladu sa važećim zakonima i propisima. Takođe smo proverili da li je njegov nalog zatvoren i da li nam je obavešten o njegovoj zavisnosti od kockanja i nismo pronašli nijedan na koji se nije odmah reagovalo.
Žao nam je što čujemo da je njegovo kockanje negativno uticalo na njega i želimo da ga uverimo da je njegov nalog kod nas trajno zatvoren sada kada smo obavešteni o njegovoj situaciji i on više ne može da se prijavi.
Nadamo se da on još uvek može da vidi mogućnosti da promeni ovu situaciju korišćenjem pomoći i društvenih funkcija koje su dostupne.
Nekoliko koje preporučujemo su:
Pozdravi,
Folkeriket Team
Dear Casino Guru Team,
Thank you for your mediation in this matter.
The following has also been communicated with Tim already:
In accordance with the case raised here we have re-reviewed the entire case and your account on our end. Our original decision however stands, we cannot find any basis for Tim's refund request. We confirm that his account has been treated in accordance with applicable laws and regulations at all times. We have also checked his account for closures and communications to us about his gambling addiction and found none that were not immediately acted on.
We are sorry to hear that his gambling has had a negative impact on him and we would like to reassure him that his account with us is permanently closed now that we were made aware of his situation and he is no longer able to log in.
We hope that he can still see the opportunities to change this situation by using the help and social features available.
A few that we recommend are:
Regards,
Folkeriket Team
Dragi timgartz,
pošto nisam našao nikakvo pominjanje u datim dokazima, moram da pitam. Da li ste obavestili kazino o svojoj zavisnosti, a oni su se ponašali nekorektno? Možete li da pružite dokaze?
Imajte na umu da ako želite povraćaj novca isključivo na osnovu povećanog broja depozita, a smatrate da je kazino tim trebao da vas blokira. Bojim se da to neće biti dovoljno. Tako nešto nije standardno, a nije ni obavezno za kazina, iako je pozitivno.
Dear timgartz,
since I have not found any mention in the evidence provided, I need to ask. Have you informed the casino about your addiction, and they behaved incorrectly? Could you provide evidence?
Be aware that if you want a refund solely based on the increased number of deposits, and you believe the casino team should have blocked you. I am afraid it will not be sufficient. Something like that is not standard, and it is also not mandatory for the casinos, although it is positive.
Dear timgartz,
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, primorani smo da odbijemo ovaj slučaj jer je igrač prestao da odgovara. Zbog toga nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, we’re forced to reject this case because the player has stopped responding. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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.