NaslovnaPritužbeStake Casino - Funkcionalnost naloga igrača je ograničena.
Stake Casino - Funkcionalnost naloga igrača je ograničena.
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Index sigurnosti:Iznad proseka
Sigurnosni indeks
Kazina sa iznad prosečnim indeksom sigurnosti obično imaju dobar ratio broja posetilaca i relevantnih pritužbi koje podnose igrači. Igranje u kazinima sa iznad prosečnim indeksom sigurnosti uopšteno je sigurno.
Poslato:
24/06/2024
|
Slučaj je zatvoren : 29/07/2024
Slučaj je zatvoren
Naša presuda
Drugo
ODBIJENO
Rezime slučaja
pre 3 meseci
Prevod
The player from India was unable to withdraw, deposit, or place bets as the account was in "withdraw only mode." Despite contacting support, there had been no response or progress on verification. The player provided the necessary documents but received a fraudulent email requesting a security deposit to unblock the account. The casino confirmed the account was verified and that the player had requested an email change, which might have caused the login issues. The complaint was rejected as the account owner was accessing the account without issues and the casino had no technical problems.
Igrač iz Indije nije mogao da podiže, deponuje ili stavlja opklade jer je račun bio u režimu „samo za povlačenje“. Uprkos kontaktiranju podrške, nije bilo odgovora niti napretka u verifikaciji. Igrač je dao potrebne dokumente, ali je primio lažnu e-poštu sa zahtevom za depozit za deblokiranje naloga. Kazino je potvrdio da je nalog verifikovan i da je igrač zatražio promenu e-pošte, što je možda izazvalo probleme sa prijavljivanjem. Žalba je odbijena jer je vlasnik računa pristupao računu bez problema i kazino nije imao tehničkih problema.
Moj nalog je zamrznut od poslednjih nekoliko dana. Nisam u mogućnosti da podignem svoj novac, da uplatim ili da igram bilo koju opkladu.
Kako pokazuje „„samo povlačenje režima", molimo kontaktirajte podršku", ali ni ja ne dobijam dobar odgovor od njih. Molim vas pomozite mi da rešim moj problem. Nisam čak ni dobio nikakav odgovor od njih nakon što sam im poslao poštom, a čak ni moja verifikacija se ne pregleda.
molim vas pomozite mi.
My account is freezed from last few days . I am not able to withdraw my money or deposit or play any bets.
As it shows "‘withdraw only mode ‘ please contact support" but i am not even getting a good response from them too. Please help me resolve my issue . I'm haven’t even got any response from them after i mailed them and even my verification is not being reviewed.
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 svoje lične dokumente poslali na proveru, ali oni još uvek nisu odobreni?
Kada ste tačno poslali svoja dokumenta na overu?
Da li ste dobili neko obaveštenje o razlogu zašto je vaš nalog zamrznut? Da li je to samo privremena ili trajna mera?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear mohanronaldo722,
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 sent your identity documents for verification but they have not been approved yet?
When exactly did you send your documents to be verified?
Have you received any notification about the reason why your account has been frozen? Is it just a temporary or a permanent measure?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Da, u pravu ste da sam poslao svoja dokumenta, ali još uvek nisu odobreni. Prošlo je najviše mesec dana od kada sam poslao svoja dokumenta, nisam dobio razlog za ovaj problem, ali sam dobio obaveštenje od njih koje ću priložiti u nastavku
ovo sam dobio od njih 30. maja 2024.
Yes you are correct that I have sent my documents but still it haven't approved. Atmost a month passed since I have sent my documents , I haven't received reason about this issue but I have received a notification from them which I will attach below
Da, u pravu ste da sam poslao svoja dokumenta, ali još uvek nisu odobreni. Prošlo je skoro mesec dana od kada sam poslao dokumente, a nisam dobio razlog za ovo pitanje
Yes you are correct that I have sent my documents but still it haven't approved. Atmost a month passed since I have sent my documents , I haven't received reason about this issue
Za verifikaciju nivoa 2 dao sam svoju vozačku dozvolu kao dokaz, ali evo novog ažuriranja tražili su selfi za proces verifikacije i poslao sam i to i zabranili su mi nalog bez razloga, rešite moj problem i oni tražim INR 2000 za deblokiranje mog naloga
For the level 2 verification I have provided my driving licence as a proof , but here a new update they have asked for a selfie for verification process and I have sent that too and they have banned my account for no reason please solve my problem and they are asking for INR 2000 for unblocking my account
Poštovani predstavnike Stake Casina, hvala vam što ste stupili u kontakt sa nama i objasnili situaciju.
Dragi MohanRonaldo722,
Možete li da navedete više detalja o svojoj nemogućnosti da pristupite svom nalogu? Da li ste proverili adresu e-pošte sa koje ste primili zahtev za depozit? Može se poslati sa nekog lažnog naloga koji nema veze sa zvaničnim kazinom. Imajte na umu da kazina nikada ne traže sigurnosni depozit da bi deblokirali vaš nalog.
Dear Stake Casino representative, thank you for getting in touch with us and explaining the situation.
Dear MohanRonaldo722,
Could you please provide more details about your inability to access your account? Have you checked the email address from which you received the security deposit request? It could be sent from some fraudulent account that has nothing to do with the official casino. Please note that casinos never asks for a security deposit to unblock your account.
stake.comsupp0rt@gmail.comsa ovog maila sam dobio mail da za deblokiranje naloga morate da uplatite depozit od 1000 rupija, ne znam šta da radim, a moj nalog je trenutno blokiran, ne mogu da pristupim svom nalogu i Nisam siguran da je vremenska pošta zvanična ili ne, ali još uvek nisam uplatio taj depozit. Moj nalog je blokiran ulogom, molim vas pomozite mi sa ovim i deblokirajte moj nalog
stake.comsupp0rt@gmail.com from this mail I have received a mail that to unblock your account you have to pay a security deposit of ruppes 1000 , I don't know what to do , and my account is blocked right now , I can't access my account , and I am not sure that weather is mail is official or not but still I haven't payed that security deposit . My account was blocked by stake, please help me with this and unblock my account please
Ovaj imejl nije zvaničan. Kazino nikada ne radi sa Gmail nalogom. Zvanična adresa e-pošte korisničke podrške može se naći direktno na veb stranici Stake Casino-a. Zvanična e-pošta korisničke podrške je support@stake.com . Molimo vas da ne šaljete novac trećim licima i sumnjivim adresama i sačekajte rešenje ove žalbe. Dajemo sve od sebe da vam pomognemo, zato budite strpljivi.
This email is not official. The casino never operates with a Gmail account. The official email address of customer support can be found directly on the Stake Casino's website. The official email of customer support is support@stake.com. Please do not send money to third parties and suspicious addresses, and wait for the resolution of this complaint. We are doing our best to help you, so kindly be patient.
Nisam im poslao novac molim vas pomozite mi da rešim ovaj problem, moram da podignem svoja sredstva iz svog novčanika tamo, preko 4000 INR je u njemu. Moram da povučem svoja sredstva od toga, ljubazno mi pomozite u ovom pitanju
I haven't send any money to them please kindly help me to solve this problem , I have to withdrawn my funds from my wallet over there , over 4000 INR have been inside it . I have to withdraw my funds from it kindly help me out in this issue
Hvala vam puno, mohanronaldo722, 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, mohanronaldo722, 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. Zamoliću kazino za ažuriranje i potrudiću se da rešim problem što je pre moguće. Međutim, pre nego što to uradim - pošto sam video ažuriranje iz kazina iznad, tražiću od vas sledeće:
Bilo bi vam drago ako biste mogli da učitate veb lokaciju kazina - https: //stake.com/ - na računar, ali možda bi i telefon mogao da bude dovoljan i da koristite drugi uređaj/telefon za snimanje video zapisa ovih koraka - učitavanja veb-sajt kazina, prijavljivanje na vaš sporni nalog tako što ćete upisati svoju adresu e-pošte koja je povezana sa spornim nalogom i lozinku (može biti pokriveno ili možete da okrenete kameru negde drugde dok pišete svoju lozinku ako se tamo ne pamti/automatski popuni) u odgovarajuća polja (ako koristite prijavljivanje na svoj nalog preko Google-a, pokažite detalje o nalogu nakon što se prijavite na njega), idite na verifikaciju (pomerite se nadole ako je potrebno), a ako je verifikacija završena, idite na odeljak blagajne i zatražite povlačenje putem željeni način plaćanja.
Slobodno mi pošaljite video branislav.b@casino.guru , ili ga otpremite na Google disk i pošaljite mi link.
Hvala unapred. Radujemo se Vašem odgovoru.
Greetings all,
Dear mohanronaldo722,
I am sorry to hear about your trouble. I will ask the casino for an update and try my best to resolve the issue as soon as possible. However, before I do it - since I saw the update from the casino above, I will require from you the following:
It would be appreciated if you could load the casino website - https://stake.com/ - on a PC, but maybe a phone could be enough too, and use another device/phone to record a video of these steps - loading the casino website, logging into your disputed account by writing your email address associated with the disputed account and password (could be covered or you can turn the camera somewhere else while writing your password if it is not remembered/auto-filled there) into respective fields (if you use logging into your account via Google, please, show your account details after logging into it), navigate to verification (scroll down if needed), and if the verification is completed, go to the cashier section and request a withdrawal via preferred payment method.
Feel free to send me the video to branislav.b@casino.guru, or upload it on Google Drive and send me a link.
Thank you in advance. Looking forward to hearing from you.
Hvala vam na e-poruci i videu, mohanronaldo722. Da li ste pokušali da resetujete lozinku tako što ste izabrali opciju „Zaboravljena lozinka" ispod polja sa akreditivima?
Ako ne, možete li isprobati ovu opciju da vratite pristup svom kazino nalogu? Možete li mi reći da li je to uspelo, a ako nije, zašto?
Thank you for your email and the video, mohanronaldo722. Did you try to reset your password by choosing the option "Forgot Password", below the fields with credentials?
If not, can you try this option to restore access to your casino account? Can you let me know if that worked, and if not, why?
Jahhh, pokušao sam nekoliko puta, to mi ne ide, kada kliknem zaboravi lozinku, oni mi to kažu, da su poslali mail za oporavak, ali nisam dobio nijedan, pa mogu Ne mogu da procenim, molim vas da mi pomognete u ovome
Yahhh , I have tried a couple of times , that doesn't work for me , once I click forget password , they are telling that , that they have sent a recovery mail , but I haven't received any of them , soo I can't able to assess soo please kindly help me in this
Uzimajući u obzir vašu objavu iznad – možete li potvrditi da je adresa e-pošte koju je igrač koristio kao svoju e-poštu dodeljenu spornom nalogu za podnošenje žalbe postojeći nalog? Ako jeste, možete li mu dati uputstva o tome kako bi mogao da pristupi nalogu? Ili, da li znate za bilo kakve tehničke probleme na strani kazina?
Ako vidite pokušaje resetovanja njegove lozinke, možete li potvrditi da su e-poruke sa uputstvima uspešno poslate na adresu e-pošte?
Dear Stake Casino Team,
Considering your post above - can you please confirm the email address the player used as his email assigned to the disputed account for submitting the complaint is an existing account? If so, can you provide him with instructions on how he could gain access to the account? Or, do you know about any technical issues on the casino's side?
If you can see the attempts to reset his password, can you confirm the emails with instructions were successfully sent to the email address?
Želimo da vas obavestimo da smo vam poslali e-poruku u vezi sa ovim slučajem.
Pored toga, želimo da ponovimo da nema problema sa platformom ili korisničkim nalogom. Podnosilac žalbe je zatražio promenu e-pošte na aiush********@gmail.com, što može biti razlog zašto ne mogu da se prijave na svoj nalog.
Srdačan pozdrav,
Dear Branislav,
We would like to inform you that we have sent you an email regarding this case.
Additionally, we would like to reiterate that there is no issue with the platform or the user's account. The complainant requested an email change to ayush********@gmail.com, which may be the reason they are unable to log in to their account.
Igrači mogu da ažuriraju svoju e-poštu u onlajn kockarnicama samo nakon što potvrde vlasništvo nad svojim računima. Imejl povezan sa spornim nalogom je ažuriran na drugi, od strane vlasnika kazino naloga.
I zašto kazino šalje mejlove nekome po imenu "ajuš"? Zato što je vlasnik naloga to zahtevao i verifikovao se kao vlasnik.
Na snimku ekrana ispod možete videti direktnu vezu između vašeg spornog naloga i podnosioca žalbe na drugom forumu koji je potvrdio da je njegov problem uspešno rešen (dostupno OVDE ), pre izvesnog vremena. Pored toga, poslednje povlačenje korisnika je obrađeno krajem maja 2024. godine, pre nego što su nastupila ograničenja, i izgleda da vlasnik naloga pristupa svom nalogu bez problema i uživa u igri.
Na osnovu gore navedenog, žalbu odbijamo. Zaista ne znam o čemu se radilo...
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Ako ste bili žrtva sajber napada, vaši lični podaci/dokumenti su ukradeni, a vaš nalog je zloupotrebila treća strana, preporučujem vam da se obratite nadležnim institucijama u vašoj zemlji, jer, nažalost, ne možemo pomoći vi sa sajber kriminalom.
Puno vam hvala, Stake Casino tim, na pružanju informacija i na saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear mohanronaldo722,
Players can update their emails at online casinos only after verifying the ownership of their accounts. The email associated with the disputed account was updated to a different one, by the owner of the casino account.
And why does the casino send emails to someone named "ayush"? Because the owner of the account requested that and verified himself as the owner.
In the screenshot below, you can see a direct connection between your disputed account and the complainant on another forum who confirmed his issue was successfully resolved (available HERE), some time ago. In addition, the user's last withdrawal was processed at the end of May 2024, before the restrictions took place, and it looks like the account owner is accessing his account without issues, and enjoying playing.
Based on the above-stated, we are rejecting the complaint. I really do not know what this was about...
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
If you have been the victim of a cyber attack, your personal data/documents have been stolen, and your account has been misused by a third party, I recommend that you contact the relevant institutions in your country, because, unfortunately, we cannot help you with cybercrime.
Thank you very much, Stake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
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