Dragi Casino Guru timu,
Pišem da vam skrenem pažnju na problem na koji sam naišao sa Spinbet-om, a koji je sličan slučaju koji ste prethodno rešili za drugog korisnika.
Evo hronološkog sažetka događaja:
1. Otvorio sam nalog 13. marta 2024. i odmah završio proces verifikacije.
Zbog tehničkog problema u trenutku otvaranja, EUR nije bio dostupan kao valutna opcija, tako da je moj račun postavljen u NZD.
2. Dana 23. maja 2024. primio sam e-poštu od predstavnika kompanije, koja se predstavila kao moj menadžer naloga.
Nakon razmene upoznavanja, dopisivali smo se u vezi sa njihovim uslugama. Ponudila je da proveri sa njihovim finansijskim timom da li je moguće promeniti valutu mog računa. 6. juna 2024. moja valuta je uspešno promenjena iz NZD u EUR, što je za mene bila velika pogodnost.
3. 11. jula 2024. otkrio sam da pristup Spinbet veb lokaciji više nije moguć iz mog regiona.
Kontaktirao sam svog menadžera naloga sa sledećom porukom:
„Danas sam posetio vašu veb lokaciju i razočarao sam se kada sam otkrio da više nije dostupan u mom regionu. Priložio sam snimak ekrana. Možete li proveriti da li je to zaista slučaj? Šta se može učiniti u ovoj situaciji?"
Odgovor je bio:
„Moraću da se raspitam kod menadžmenta/tehničkih timova da saznam da li je ovo trajna promena, veoma mi je žao zbog neprijatnosti koje vam je ovo izazvalo."
Nekoliko dana kasnije, 17. jula, obavešten sam da mogu da nastavim da koristim njihove usluge preko VPN-a, sa konkretnim uputstvima u kojoj zemlji da podesim VPN. Poruka je bila sledeća:
„Dobra vest je da ako koristite VPN za prijavljivanje, nećete imati problema i mi ćemo sa zadovoljstvom nastaviti da servisiramo vaše potrebe za klađenjem. Rečeno mi je da je postavljanje vašeg VPN-a u Norvešku poslastica."
4. 14. septembra 2024. naišao sam na probleme prilikom prijavljivanja na svoj nalog.
Komunicirao sam sa njihovim timom za podršku, ali nije pronađeno rešenje. Tri dana kasnije, 17. septembra, kontaktirao sam svog novog menadžera naloga, koji je obećao da će ispitati problem.
Dva dana kasnije, dobio sam ovaj odgovor:
„Još uvek pokušavamo da pronađemo osnovni uzrok ovog problema jer se to dogodilo nekolicini naših igrača. Uobičajeno rešenje bi bilo resetovanje lozinke, ali izgleda da to ne funkcioniše za vaš nalog. Izvinjavam se zbog kašnjenje, a mi naporno radimo pokušavajući da to rešimo.
Obavestiću vas kada budemo imali više informacija i cenim vaše strpljenje."
Nakon što sam čekao 18 dana bez rešenja, poslao sam još jednu poruku:
"Do sada sam bio strpljiv da vas ne uznemiravam, ali je prošlo 18 dana od naše poslednje komunikacije, a još uvek nisam dobio nikakve informacije u vezi sa situacijom sa mojim nalogom. Nadam se da ste do sada identifikovali uzrok problem i može mi ponuditi rešenje."
Odgovor je bio:
„Upravo sam se obratio timu radi ažuriranja i rekli su da je razlog zašto ne možete da se prijavite taj što je lokacija vaše zemlje blokirala pristup sajtu. Pokušali smo sve da nateramo sistem da prihvati lokaciju vaše zemlje , ali nažalost, nema rešenja."
8. oktobra 2024. napisao sam da zahtevam povlačenje svog stanja ako se situacija ne može rešiti:
„Ljubazno bih vas zamolio da potvrdite stanje na mom računu i posavetujete kako mogu da ga podignem preko Skrilla ili bilo kog drugog pogodnog metoda.
Nažalost, do danas (23.10.2024.) nisam dobio odgovor na ovaj zahtev.
Dragi Casino Guru timu,
Sačuvao sam svu prepisku sa oba menadžera naloga koji su mi pomogli. Sa zadovoljstvom pružam ovu prepisku na zahtev kako bih potvrdio da su sve moje radnje preduzete u dobroj nameri. Jasno je da su sve promene na mom nalogu i pristup Spinbet veb lokaciji koordinisane sa njima, au mnogim slučajevima i inicirane od njih.
Pošto sada ne mogu sam da nastavim dijalog, ljubazno vas molim za pomoć da kontaktiram odgovarajuću osobu ili odeljenje u Spinbet-u da potvrdim stanje na mom računu i obradim povlačenje. Iznos koji sam spomenuo - 3.500 € - možda nije tačan jer nisam sačuvao nedavni snimak ekrana u trenutku gubitka pristupa.
Hvala unapred na pomoći.
Srdačan pozdrav,
Bestbets
Dear Casino Guru Team,
I am writing to bring to your attention an issue I have encountered with Spinbet, which is similar to a case you previously resolved for another user.
Here is a chronological summary of the events:
1. I opened an account on March 13, 2024, and immediately completed the verification process.
Due to a technical issue at the time of opening, EUR was not available as a currency option, so my account was set up in NZD.
2. On May 23, 2024, I received an email from a representative of the company, who introduced herself as my Account Manager.
After exchanging introductions, we corresponded regarding their services. She offered to check with their finance team whether it was possible to change my account currency. On June 6, 2024, my currency was successfully changed from NZD to EUR, which was a great convenience for me.
3. On July 11, 2024, I discovered that access to the Spinbet website was no longer possible from my region.
I contacted my Account Manager with the following message:
"Today, I visited your website and was disappointed to find that it is no longer accessible in my region. I have attached a screenshot. Could you please verify if this is indeed the case? What can be done in this situation?"
The response was:
"I will need to enquire with the Management/Tech teams to find out if this is a permanent change, I am very sorry for the inconvenience this has caused you."
A few days later, on July 17, I was informed that I could continue using their services via VPN, with specific guidance on which country to set the VPN to. The message was as follows:
"The good news is, if you use a VPN to log in you will have no problems and we will happily continue to service your betting needs. I have been told setting your VPN to Norway works a treat."
4. On September 14, 2024, I encountered issues logging into my account.
I communicated with their support team, but no resolution was found. Three days later, on September 17, I contacted my new Account Manager, who promised to look into the issue.
Two days later, I received this response:
"We are still trying to find the root cause for this issue as it has happened to a few of our players. The usual fix would be a password reset, but that doesn't seem to be working for your account. I apologize for the delay, and we are hard at work trying to resolve this.
I'll let you know once we have more information, and I appreciate your patience."
After waiting for 18 days without a solution, I sent another message:
"I have remained patient so far to avoid bothering you, but 18 days have now passed since our last communication, and I still haven't received any information regarding the situation with my account. I hope that by now you have identified the cause of the issue and can offer me a solution."
The response was:
"I have just reached out to the team for an update, and they said that the reason you are unable to log in is that your country's location has blocked access to the site. We have tried everything to get the system to accept your country location, but unfortunately, there is no fix."
On October 8, 2024, I wrote to request a withdrawal of my balance if the situation could not be resolved:
"I would kindly ask you to confirm my account balance and advise on how I can withdraw it via Skrill or any other convenient method."
Unfortunately, to this day (October 23, 2024), I have not received a response to this request.
Dear Casino Guru Team,
I have preserved all correspondence with both Account Managers who assisted me. I am happy to provide this correspondence upon request to verify that all my actions were taken in good faith. It is clear that all changes to my account and access to the Spinbet website were coordinated with them, and in many cases, initiated by them.
As I am now unable to continue the dialogue myself, I kindly ask for your help in contacting the appropriate person or department at Spinbet to confirm my account balance and process a withdrawal. The amount I mentioned - €3,500 - might not be exact as I have not saved a recent screenshot at the time of losing access.
Thank you in advance for your assistance.
Kind Regards,
Bestbets
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