Kazina sa indeksom sigurnosti ispod proseka obično imaju nepovoljan ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. To znači da je ovaj kazino verovatno nepravedno postupao prema nekim igračima u prošlosti.
Poslato:
24/06/2024
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Slučaj je zatvoren : 16/07/2024
Slučaj je zatvoren
Naša presuda
Neopravdana žalba
ODBIJENO
Rezime slučaja
pre 2 meseci
Prevod
The player from Germany had deposited 200€ and received a casino reload bonus but primarily engaged in sports betting. After winning and requesting a withdrawal of 1292€, the account was banned, and both the deposit and winnings were confiscated. The player requested his winnings, claiming all bets were made fairly. The complaint was closed as unjustified after the casino provided us with sufficient evidence to fully support its claims about the user's systematic and regular abuse of the casino's system and bonus offer.
Igrač iz Nemačke je deponovao 200€ i dobio bonus za ponovno punjenje kazina, ali se prvenstveno bavio sportskim klađenjem. Nakon pobede i zahteva za povlačenje 1292€, račun je zabranjen, a depozit i dobici su zaplenjeni. Igrač je tražio svoj dobitak, tvrdeći da su sve opklade napravljene pošteno. Žalba je zatvorena kao neopravdana nakon što nam je kazino pružio dovoljno dokaza da u potpunosti podrži svoje tvrdnje o sistematskoj i redovnoj zloupotrebi sistema kazina i bonus ponude korisnika.
Pošto je bila sreda, takođe sam dobio bonus za ponovno učitavanje kazina za svoj depozit. Ipak sam hteo da se kladim na sport. Pošto mi je podrška za ćaskanje rekla da se koristi i kazino bonus, iskoristio sam ga, ali sam ga nakon toga vrlo brzo otkazao jer se više bavim sportskim klađenjem. Odigrao sam otprilike 7 opklada i zatražio povlačenje od 1292€. Nakon toga moj nalog je zabranjen.
Moj depozit i moj dobitak su zaplenjeni, dok su svi dobici fer. Ako odluče da zabrane moj nalog, u redu, ali ako je ovaj kazino pošten Kazino, trebalo bi da mi daju moj dobitak. Sada sam izgubio depozit i nisam primio svoje povlačenje sa izvršeno pod poštenim okolnostima.
I‘ve made a deposit of 200,00€.
As it was Wednesday I also received a Casino Reload Bonus for my deposit. Nethertheless I was going to play sports bets. As the chat support said me that it’s to also use the casino bonus, I used it but cancelled it very fast afterwards because I primary more in sports betting. I played approximately 7 bets and requested a withdrawal of 1292€. Afterwards my account was banned.
My deposit and my winnings were confiscated, while all winnings were made fair. If they decide to ban my account okay, but if this Casino is a fair Casino, they should give me my winnings. Now I have lost me deposit and did not received my withdrawal with was made under fair circumstances.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju:
Da li sam dobro razumeo da ste otkazali bonus dobrodošlice pre nego što ste završili sa klađenjem? Koju igru ste igrali sa aktivnim bonusom?
2.1.1 Bonus sredstvase mogu kladiti samo u slot igrama. Igre iz odeljka za sportsko klađenje (uključujući Esport), kazino uživo, virtuelni sportovi, poker, TV igre, stone igre, džekpot igre, greb igre, video poker, bingo, keno ili lutrija, klasične slotove, igre zadatka, igre koje su već učestvuju u promocijama, kao i slot igre sa liste zabranjenih igara za obrt bonus sredstava pri igranju sa aktivnim bonusom - ne ispunjavaju uslove za ulaganje iznosa bonusa, ako u uslovima bonusa nije drugačije navedeno.
(...)
2.1.12 Ako klijent koristi stvarni saldo za sportsko klađenje tokom aktivnog kazino bonusa, onda se takva opklada mora sastojati od najmanje tri događaja, sa kvotom koja nije niža od 1,7 za svaki događaj. U slučaju da su ispunjeni uslovi za opkladu i da je klijent izvršio povraćaj na takvu opkladu, smatraćemo takvu akciju kao šemu igre i minimalni rizik, koji može dovesti do blokiranja naloga.
Da li ste se kladili na sport dok je vaš kazino bonus bio aktivan?
Možete li mi, molim vas, proslediti ceo email koji ste primili od kazina nakon što je vaš nalog blokiran? Moja mejl adresa je veronika.l@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear LeonLes27,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely:
Do I understand correctly that you canceled the welcome bonus before you finished wagering? Which game did you play with the active bonus?
2.1.1 Bonus funds can only be wagered in slot games. Games from the sports betting section (including Esport), Live Casino, Virtual Sports, Poker, TV games, table games, jackpot games, scratch games, video poker, bingo, keno or lottery games, classic slots, quest games, games that are already participating in promotions, as well as slot games from the list of prohibited games for turnover of bonus funds when playing with an active bonus - are not eligible for wagering the bonus amount, if in the conditions of the bonus not stated otherwise.
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2.1.12 If the client uses the real balance for sports betting during an active casino bonus, then such a bet must consist of at least three events, with odds not lower than 1.7 in each event. In the event that the conditions for a bet are met and the client made a return on such a bet, we will regard such an action as a game scheme and minimal risk, which may lead to account blocking.
Have you made any sports bets while your casino bonus was active?
Could you please forward me the entire email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Pre svega, nikada nisam završio sa klađenjem ovog bonusa, tako da nisam dobio nikakve dobitke ili prednosti od njega. Sa njim sam prvenstveno igrao obične slot igrice, ali ne mnogo i bez ikakvih dobitaka. Obično više volim da igram sportske opklade nego kazino.
Dao sam sportsku opkladu, ali me je podrška za ćaskanje uživo obavestila da je to dozvoljeno i činilo se da to nikada nije bio problem. Pošto ćaskanje uživo predstavlja kazino, ovo je sada veoma zbunjujuće. Nakon što sam otkazao bonus, normalno sam postavio neke sportske opklade, čak i sa visokim rizikom, a zatim zatražio povlačenje.
Sada, kada sam ostvario svoju prvu značajnu pobedu, čini se da kazino pokušava sve da izbegne isplatu.
Live-Chat mi više ne odgovara i odmah zatvara ćaskanje.
Srdačan pozdrav
Hello,
First of all, I never finished wagering this bonus, so I did not receive any winnings or advantages from it. I was primarily playing regular slot games with it, but not much and without any winnings. I normally also prefer to play sports bets than casino.
I did place a sports bet, but the live chat support informed me that it was allowed, and it never seemed to be an issue. Since the live chat represents the casino, this is very confusing now. After canceling the bonus, I placed some sports bets normally, even with high risk, and then requested a withdrawal.
Now, when I've achieved my first significant win, it appears the casino is trying everything to avoid paying out.
The Live-Chat doesn‘t answer to me anymore and closes the chat immediately.
Hvala vam puno, LeonLes27, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@casino.guru ) 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, LeonLes27, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Žao mi je što čujem za vašu nevolju. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Poštovani timu Slots&Bets kazina ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto je korisnički nalog zatvoren? Da li je njegov dobitak zaplenjen? Koje korake igrač treba da preduzme da deblokira račun i/ili povuče sporna sredstva? Da li sam dobro razumeo da je kazino zatvorio svoj račun na osnovu sumnje?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hello, LeonLes27,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Slots&Bets Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been closed? Have his winnings been confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds? Do I understand correctly that the casino closed his account based on suspicion?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Kontaktirao sam podršku direktno nakon što sam primio poruku o zabrani. Prvo putem ćaskanja uživo, a zatim putem e-pošte. Nikada nisam dobio odgovor, a kontaktiranje ćaskanja uživo je sada nemoguće kao što možete videti na snimku ekrana. Ne odgovaraju i zatvaraju ćaskanje. Takođe sam dodao snimak ekrana koji pokazuje kako sam napravio dobitke: sportske opklade sa pravim novcem i visokim rizikom.
I’ve contacted the support directly after receiving the ban message. First via live chat and then via email. I’ve never received a reply, and contacting the live chat is now impossible as you can see in the screenshot. They doesn‘t reply and close the chat. I have also added a screenshot showing how I made the winnings: sports bets with real money and high risk.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Kao što je ranije pomenuto, dobio sam nedeljni kazino bonus u sredu. Kada sam stavio svoju prvu opkladu sa aktivnim bonusom, ona je naknadno poništena. Za opklade nakon toga postojao je samo aktivni saldo pravog novca. Tim za podršku je potvrdio da je moguće kladiti čak i sa aktivnim bonusom, tako da nije bilo problema ni sa jedne strane.
Nisam osvojio nikakav novac od ovog bonusa. Registrovan sam i aktivno igram više od 1,5 godine, ali pošto je moj nalog sada zabranjen, ne mogu da pristupim istoriji svog naloga. Međutim, mogu da potvrdim da za to vreme nisam kladio mnogo bonusa, što je bila retka pojava.
Jedinstvena karakteristika slotsandbets.com bio je njegov dobavljač sportskih kladionica, koji je nudio brojne opcije klađenja koje nisu dostupne drugde. Zbog toga sam se prvenstveno bavio sportskim klađenjem. Procenjujem da su se moji ukupni depoziti kretali između 6.000 i 10.000 evra, uglavnom za sportsko klađenje. Kazino igre nisu bile moj primarni interes; Često sam deponovao jednu ili dve opklade da bih uživao u sportskom događaju i nakon toga povukao. Priložio sam neke dodatne opklade koje su stavljene samo za NBA košarkašku utakmicu ili moj omiljeni fudbalski tim da poboljšam iskustvo gledanja.
Što se tiče opklada sa niskim rizikom, rizik je određen iznosom uloženog novca ili verovatnoćom ishoda. Postavio sam kombinovane opklade sa ulozima između €200 i €700, što posledično nisu bile niskorizične opklade. Na primer, ako normalno sportsko klađenje nudi 3 ishoda sa kvotom 1,7, ukupno 5,1, ulog od 100 evra bi doneo povrat od 510 evra. Ovo se ne može smatrati razumnim zahtevom za sportsko klađenje, jer je to kao da kupujete besplatne okretaje (vrednost okretanja od 1 €) za 100 € i očekujete da ćete dobiti nazad 510k/510 €, što je veoma retko. Stoga je ovaj termin nepravedan i nerealan.
Takođe sam doživeo mnoge gubitke u ovom kazinu. Iako nisam siguran u svoj ukupni profit/gubitak, verovatno je negativan. Tačnije, neposredno pre moje zabrane, izgubio sam otprilike 600-800 € na sportskom klađenju. Posebno je frustrirajuće biti zabranjen nakon što ste konačno ostvarili neke dobitke.
Presudna tačka ostaje da se od ovog bonusa nije stekla nikakva prednost ili profit, a mnoge redovne opklade su stavljene sa pravim novcem. S obzirom na moj aktivan angažman na ovom sajtu, brojne depozite i dugo vremena za igru, bilo bi pošteno i pažljivo da isplatim dobitke koje sam zaradio pravim novcem.
As previously mentioned, I received a weekly Wednesday casino bonus. When placing my first bet with the active bonus, it was subsequently canceled. For the bets afterwards there was only active real money balance. The support team confirmed that it is possible to place bets even with an active bonus, so there was no issue on either side.
I did not win any money from this bonus. I've been registered and actively playing for over 1.5 years, but since my account is now banned, I cannot access my account history. However, I can confirm that I did not wager many bonuses during that time, which was a rare occurrence.
One unique feature of slotsandbets.com was its sportsbook provider, which offered numerous betting options unavailable elsewhere. This is why I primarily engaged in sports betting. I estimate my total deposits ranged between €6,000 and €10,000, mainly for sports bets. Casino games were not my primary interest; I often deposited for one or two bets to enjoy a sports event and withdrew afterward. I've attached some additional bets that were placed just for an NBA basketball game or my favorite football team to enhance the viewing experience.
Regarding low-risk bets, the risk is determined by the amount of money placed or the likelihood of the outcome. I placed combo bets with stakes between €200 and €700, which consequently were not low-risk bets. For example, if normal sports betting offers 3 outcomes with a 1.7 odd, totaling a 5.1 odd, a €100 stake would yield a return of €510. This cannot be considered a reasonable requirement for sports betting, as it is like buying free spins (1€ spin value) for €100 and expecting to get 510x/€510 back, which is very rare. Therefore, this term is unfair and unrealistic.
I also experienced many losses on this casino. Although I am uncertain about my overall profit/loss, it is likely negative. Specifically, just before my ban, I lost approximately €600-800 in sports betting. It is particularly frustrating to be banned after finally achieving some winnings.
The crucial point remains that no advantage or profit was gained from this bonus, and many regular bets were placed with real money. Given my active engagement on this site, numerous deposits, and extensive playtime, it would be fair and considerate to pay out the winnings I earned with real money.
Hvala vam na opširnom odgovoru, LeonLes27. Međutim, tu uopšte ne vidim relevantne informacije. Gledajući vaš post, ne mogu da vidim jedan jasan odgovor ni na jedno od mojih prethodnih pitanja upućenih vama.
Molim vas da ponovo pažljivo pogledate moj prethodni post i pitanja i dajte jasne i relevantne odgovore.
Radujemo se Vašem odgovoru.
Thank you for your extensive response, LeonLes27. However, I cannot see any relevant information there at all. Looking at your post, I cannot see one clear answer to any of my previous questions directed to you.
Please look at my previous post and questions again, carefully, and provide clear and relevant answers.
Da sumiram: napravio sam mnogo depozita, a ponekad sam tražio bonus kada je bio dostupan. Srazmerno ukupnom iznosu i broju mojih depozita, učestalost u kojoj sam zapravo kladio bonus bila je veoma, veoma retka. Ovo ga čini veoma malim delom cele slike, posebno u proporciji sa mojim ukupnim plus/minus balansom.
Tako da mogu da potvrdim da sam kladio na sport dok sam imao aktivan bonus, ali ovo nije bila taktika sa kvotama ispod 1,7; to je bilo normalno klađenje kao što je objašnjeno u prethodnoj poruci. Dodatno, podrška mi je rekla da je to dozvoljeno, i to nikada nije bio problem, posebno kada sam izgubio. To takođe nije bila taktika jer su moji depoziti i isplate bili skoro u potpunosti zasnovani na sportskom klađenju sa pravim novcem.
Štaviše, u ovom slučaju, svi dobici su pošteno zarađeni pravim novcem u sportskim opkladama, i na kraju su mi zaplenjeni i depozit i dobici, što u ovoj situaciji nije fer.
To sum it up: I made many deposits, and sometimes I claimed a bonus when it was available. In proportion to the total amount and number of my deposits, the frequency where I actually wagered a bonus was very, very rare. This makes it a very small part of the whole picture, especially in proportion to my overall plus/minus balance.
So I can confirm that I placed sports bets while having an active bonus, but this was not a tactic with odds below 1.7; it was normal betting as explained in the previous message. Additionally, the support told me that it was allowed, and it was never a problem, especially when I lost. It also wasn't a tactic because my deposits and withdrawals were almost entirely based on sports betting with real money.
Furthermore, in this case, all winnings were fairly earned with real money in sports bets, and ultimately, both my deposit and winnings were confiscated, which is not fair in this situation.
