NaslovnaPritužbeSpinoli Casino - Nalog igrača ostaje otvoren uprkos zahtevu za samoisključivanje.
Spinoli Casino - Nalog igrača ostaje otvoren uprkos zahtevu za samoisključivanje.
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Spinoli Casino
Index sigurnosti:Nizak
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
4.2
Spinoli Casino ima Indeks sigurnosti od 4,2, što znači da neki faktori pokazuju da ima nizak nivo sigurnosti. Istraž Indeks sigurnosti ovog kazina
Poslato:
12/10/2024
|
Slučaj je zatvoren : 04/12/2024
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 2 nedelja
Prevod
The player from Germany requested account closure due to gambling addiction on October 7, 2024, but the account remained open, allowing further deposits exceeding 3700 euros. Despite sending numerous emails and contacting customer service, she received no response. The Complaints Team communicated with the casino, which stated that the player's self-exclusion request had been processed after a technical delay and confirmed that she had a positive balance after her last deposit on October 13, 2024, with no further deposits made afterward. Due to the player's lack of response to inquiries regarding her winnings and withdrawal, the complaint was rejected.
Igrač iz Nemačke je 7. oktobra 2024. zatražio zatvaranje računa zbog zavisnosti od kockanja, ali je račun ostao otvoren, dozvoljavajući dalje uplate veće od 3700 evra. Uprkos slanju brojnih e-poruka i kontaktiranju korisničkog servisa, nije dobila nikakav odgovor. Tim za žalbe je komunicirao sa kazinom, koji je naveo da je zahtev za samoisključivanje igrača obrađen nakon tehničkog kašnjenja i potvrdio da je imala pozitivan saldo nakon poslednjeg depozita 13. oktobra 2024. godine, bez dodatnih depozita nakon toga. Zbog nedostatka odgovora igračice na upite u vezi sa njenim dobicima i povlačenjem, žalba je odbijena.
Zdravo, 7. oktobra 2024. obavestio sam kazino da bi trebalo da blokiraju moj nalog zbog zavisnosti od kockanja.
Poslao sam nekoliko e-poruka i kontaktirao korisničku podršku. Imam sve dokaze. Danas, 12. oktobra 2024. godine, račun je i dalje otvoren. Uspeo sam da uplatim preko 3700 evra od 7. oktobra 2024. Napisao sam najmanje 20 mejlova i više puta tražio u ćaskanju klijenata da odmah blokiram nalog zbog zavisnosti od kockanja. Nema odgovora. Molim vas pomozite mi da vratim novac.
Hello, on October 7, 2024, I informed the casino that they should block my account due to gambling addiction.
I’ve sent several emails and contacted customer service as well. I have all the evidence. Today, on October 12, 2024, the account is still open. I have been able to deposit over 3700 euros since October 7, 2024. I have written at least 20 emails and repeatedly asked in the customer chat to please block the account immediately due to gambling addiction. No response. Please help me get the money back.
Hallo ich habe am 07.10.2024 beim casino gesagt, dass Sie mich speeren sollen wegen Spielsucht.
Ich habe mehrere e Mails geschickt und auch den Kundenservice kontaktiert. Ich habe alle Nachweise. Heute der 12.10.2024 ist das Konto immer noch offen. Ich konnte über 3700 Euro seit dem 07.10.2024 einzahlen. Ich habe bestimmt 20 e mails geschrieben und mehrfach im kundenchat gesagt bitte sofort speeren wegen Spielsucht. Keine Reaktion. Bitte helfen Sie mir das Geld zurück zu bekommen.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Pre nego što krenemo dalje, da li biste mogli da razjasnite sa kojim kazinom imate problema? Ovu žalbu ste podneli Spinloco Casino-u, ali na snimku ekrana se vidi Spinoli Casino.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, could you clarify which casino you are having issues with? You submitted this complaint to Spinloco Casino, but the screenshot shows Spinoli Casino.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
– Ostavite nam do 10 radnih dana za postupanje po zahtevima za samoisključivanje
- Da biste opozvali ograničenje samoisključenja, možete kontaktirati korisničku podršku.
- Zadržavamo pravo da odbijemo da ponovo aktiviramo vaš nalog, nakon zahteva za samoisključivanje, po našem nahođenju.
Da li sam dobro razumeo da još uvek imate pristup svom kazino nalogu? Možete li proslediti zahtev(e) za samoisključivanje na kristina.s@casino.guru ? Ako postoji bilo kakva druga relevantna komunikacija između vas i kazina, molimo vas da je takođe prosledite. Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, Alineb1991. I changed the casino name to the correct one. I checked the Self-exclusion Policy and I found this:
1.1. Self-Exclusion
- You have the option to self-exclude yourself from Spinoli.
- Please allow us up to 10 business days for actioning self-exclusion requests
- To revoke a self-exclusion restriction, you may contact Customer Support.
- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.
Do I understand correctly that you still have access to your casino account? Could you please forward the self-exclusion request(s) to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well. Alternatively, you can post it here. Thank you in advance.
Hvala vam puno, Alineb1991, na saradnji. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.v@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Alineb1991, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Moje ime je Michal i ja ću vam pomoći u vašem slučaju. Nadam se da ćemo zajedno doći do uspešnog rešenja vašeg problema.
Želeo bih da zatražim prisustvo predstavnika kazina u ovom razgovoru.
Dragi Spinoli kazino ,
Da li biste mogli da pružite dodatne informacije u vezi sa ovim pitanjem i razjasnite situaciju? Takođe bih vam bio zahvalan ako biste nam dostavili sve relevantne dokaze.
Hvala unapred.
S poštovanjem,
Michal
Hello Alineb1991,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Spinoli Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Pregledali smo upit kupca i račun igrača je isključen prema našoj standardnoj proceduri. Igrač je poslao svoj zahtev na našu naznačenu adresu e-pošte, a naš namenski tim ga je pregledao i završio u roku navedenom u našim uslovima i odredbama.
Imajte na umu da je za ispunjenje zahteva potreban period tehničke obrade, pošto specijalizovani tim lično vodi svaki slučaj.
pozdrav,
Spinoli kazino
Dear Michal,
We have reviewed the customer’s inquiry, and the player's account has been excluded according to our standard procedure. The player submitted their request to our designated email address, and our dedicated team reviewed and completed it within the timeframe outlined in our terms and conditions.
Please note that a technical processing period is required to fulfill the request, as a specialized team personally handles each case.
Dana 7. oktobra, napisao sam nekoliko mejlova sa zahtevom da mi se blokira nalog zbog zavisnosti od kockanja. Nije bilo odgovora i mogao sam da nastavim da uplaćujem i igram. Želim da mi se depozit vrati.
On October 7, I wrote several emails requesting that my account be blocked due to gambling addiction. There was no response and I was able to continue to deposit and play. I would like to have my deposit refunded.
Ich habe bereits am 7 Oktober Beweislich mehrere e Mails geschrieben mein Konto wegen Spielsucht zu sperren. Daraufhin wurde nicht reagiert und ich konnte weiterhin einzahlen und spielen. Ich möchte die Erstattung der Einzahlung wieder haben
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.
Posvećeni tim je primio pravilno formatiranu e-poštu 08.10.2024. Nakon daljeg razmatranja zahteva igrača, on je odobren 21.10.2024. Imajte na umu da je tokom ovog perioda igrač povukao više nego što je deponovao.
Pored toga, poslednji depozit igrača je bio 13.10.2024.
pozdrav,
Spinoli kazino
Dear Michal,
The dedicated team received the properly formatted email on 08/10/2024. After further review of the player's request, it was granted on 21/10/2024. Please note that during this period, the player withdrew more than they deposited.
Additionally, the player's last deposit was on 13/10/2024.
Da li sam dobro razumeo da je igrač poslednji put deponovao 13. oktobra, napravio neke dobitke od ovog depozita i napravio povlačenje, dakle imao je pozitivan bilans?
Dear Spinoli Casino,
Do I understand correctly that the player deposited for the last time on the 13th of October, made some winnings from this deposit, and made a withdrawal, therefore they had a positive balance?
Tačno, saldo igračice je bio pozitivan nakon poslednjeg depozita 13. oktobra i ona je povukla ceo iznos. Nakon tog datuma nije bilo depozita.
pozdrav,
Spinoli kazino
Dear Michal,
Correct, the player's balance was positive after the last deposit on October 13th, and she withdrew the entire amount. There were no deposits after that date.
Možete li da prokomentarišete činjenicu da ste u ovom periodu zaradili više novca nego što ste izgubili i da ste i podigli ceo iznos? Ako je to slučaj, onda nema povraćaja novca.
Dear Alineb1991,
Can you comment on the fact that you have made more money than you have lost during this period and that you also withdrew the entire amount? If that's the case, then there is no refund to be done.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Alineb1991,
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, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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