Zdravo Branislave i jenving116, ovo izgleda kao sočno. Dozvolite mi da prođem kroz ono što mogu da vidim ovde.
Gledajući unazad na 12. septembar, zatražen je zahtev za povlačenje za 646,21 dolara. Ovo je naknadno odbijeno jer su nedostajali dokumenti za verifikaciju koji su bili potrebni da bi se nastavilo sa zahtevom za isplatu. Sve u redu, ovde nema problema.
Činilo se da su dokumenti primljeni i 13. i 14., međutim, postojalo je pitanje zašto je prezime na vašem nalogu kod Spinfinitija menjano više puta. Ovo podiže crvene zastave sa svakim kazinom koji posetite.
Posle neke komunikacije sa igračem, ili po sopstvenim rečima igrača, ona se 'zagovorila' sa nama, što je u suštini bio pad igrača u ovom slučaju. Igračica je priznala da je vratila hiljade dolara u drugom kazinu na mreži koji nije u našoj grupi, hvaleći se povraćajem sredstava i koristeći to kao svoju pretnju. Račun igrača je skoro verifikovan, činilo se da nam je potreban samo jedan dokument i isplata je bila spremna za nju. Nažalost, zbog sledećeg hvalisanja, naša blagajna je morala da razmisli o upućenoj pretnji i reaguje na odgovarajući način...
Igrač je izjavio...
„Na kraju sam morao da vratim hiljade dolara kazinu Luckiland. Nisu bili srećni, ali moja banka voli da vraća naplatu kazina koji ne plaćaju na dobitke... Tako da je u vašem najboljem interesu da ovo rešite ili ću jednostavno naplatiti vrati sav novac koji sam do danas potrošio u vašem kazinu da bih osvojio tih 600 dolara."
Kao što sada vidimo, ovaj igrač je ranije imao povraćaj sredstava i sasvim je jasno da je klijent visokog rizika za bilo koji onlajn kazino. Kao direktan rezultat ovoga, doneta je odluka da se igračima vrate depoziti i izvrši zabrana. Ovo nije urađeno da bi se izbegao mali dobitak, već radi bezbednosti kazina. Prateći ovu vrlo jasnu pretnju, uočeno je da ako se dobitak od 646 dolara isplati, zbog stava i ponašanja igrača, caisno-u je bilo jasno da postoji namera, koja bi videla da će depoziti biti vraćeni bez obzira na kasnijeg datuma.
Različiti detalji za istog igrača između dva naloga bili su razlog da je igrač upitan za kartice i adrese za verifikaciju između kazina. Razumljivo je da se ljudi sele ili imaju istekle kreditne kartice, ali što se tiče KIC-a, moramo osigurati da sve bude u redu kao odgovornost prema našim klijentima.
U svakom slučaju, ovo bi bila situacija sa gubitkom za kazino, da smo isplatili dobitak, dobijali bismo obaveštenja o povraćajima sredstava u nastavku, tako da bi igrač vremenom otišao sa svojim depozitima (2,065$) I dobitak iznos (646 dolara). Dakle, doneta je opravdana odluka da se refundiraju samo depoziti i zatvori račun igrača zbog rizika koji predstavlja ovaj igrač, i zbog njene ljubavi da naplaćuje svoje depozite u onlajn kazinima.
Uzimajući sve navedeno u obzir, odluka kazina se neće menjati i neće biti dalje postupiti po ovoj žalbi. Igrač kaže da ima kopije comminations, kao i mi. Sve je to snimljeno i za našu i za sigurnost igrača ako se to svako pozove, kao u ovoj situaciji na primer. Zabrana je na snazi na neodređeno vreme u svim našim sestrinskim kazinima br iu budućnosti.
Hi Branislav and jenwing116, looks like a juicy one this one. Let me run through what I can see here.
Looking back to September 12th a withdrawal request was requested for $646.21. This was subsequently denied as there were missing verification documents which were required in order to proceed with the payout request. All fine no issues here.
Documents seemed to be received on both the 13th and the 14th, however there was a question why the surname on your account with Spinfinity was changed multiple times. This does raise red flags with any casino you visit.
After some communication with the player, or in the players own words she 'got mouthy' with us which was essentially the players downfall in this case. The player admitted that she had charged back thousands of dollars at another casino online that is not in our group, boasting about the chargeback and using that as her threat leverage. The players account was all but verified, it seemed we just needed one document and the cashout was ready for her. Unfortunately due to the following boast, our cashier department had to reflect on the threat given and reacted appropriately...
Player stated...
"I ended up having to chargeback thousands of dollars to Luckyland Casino. They were not happy but my bank loves to chargeback casinos who don't pay on winnings...So it's in your best interest to handle this or I'll simply charge back all the money I've spent to date at your casino in order to win that $600."
As we now see this player has previous for chargebacks and is quite clearly a high risk customer for any online casino. As a direct result of this, the decision was made to refund the players deposits and enforce the ban. This was not done to avoid paying out a small win, but for the security of the casino. Following this very clear threat, it was perceived that if the win of $646 was paid out, due to the players attitude and behaviour, it was clear to the caisno that the intent was there, which would see the deposits would be charged back regardless at a later date.
The differing details for the same player between the two accounts was the reason that the player was asked about the cards and addresses for verification between casinos. It's understandable that people move house or have expired credit cards, but as a matter of KYC we need to ensure that everything is in order as a responsibility to our customers.
Either way, this would be a lose lose situation for the casino, if we had paid out the win, we'd get notified of chargebacks down the line, so the player would walk away with their deposits over time ($2,065) AND the win amount ($646). So the justifyable decision was taken to refund the deposits only and close the players account due to the risk posed by this player, and for her love of charging back her deposits at online casinos.
Taking all the above into account, the decision of the casino will not change and there will be no further action on this complaint. The player states they have copies of the commincations, as do we. It's all recorded for both ours and players security should it every be called upon, as in this situation for example. The ban is in effect indefinitely across all our sister casinos no and in the future.
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