Dobici igrača su otkazani zbog greške u igri. Na kraju smo odbili žalbu jer je kazino pružio dokaze uključujući izjavu dobavljača igre koja sugeriše da je dobitak rezultat tehničke greške.
The player's winnings were canceled due to a bug in a game. We ended up rejecting the complaint because the casino provided evidence including a statement from the game provider suggesting that the winnings were a result of a technical bug.
Dobici igrača su otkazani zbog greške u igri. Na kraju smo odbili žalbu jer je kazino pružio dokaze uključujući izjavu dobavljača igre koja sugeriše da je dobitak rezultat tehničke greške.
Zdravo
Ne dobijam povlačenje sa Staicasina od nedelju dana. Moj nalog je takođe suspendovan od igranja.
U potpunosti sam verifikovao svoj nalog, ali moj ID je još uvek na čekanju.
Nakon što kontaktirate podršku uživo, odgovor je uvek isti, mi ćemo vas kontaktirati putem e-pošte itd.
Ništa se nije dogodilo od 7 dana i nema više informacija.
Samo odugovlačenje sa podrške uživo i ništa drugo.
Šalju se način plaćanja, dokaz o adresi i ID&Selfie.
STAIAVAI FROM STAICASINO!!!
Veoma mutno i bez objašnjenja o bilo čemu tokom procesa provere.
Hi
I don't get my withdrawal from Staycasino since one week. My account is also suspended from playing.
I verified my account fully, but my ID is still on pending.
After contacting the Livesupport the answer is always same, we will contact you via Email etc.
Nothing happenend since 7 days and no more infos.
Only stalling from the Livesupport and nothing else.
Payment method, Proof of Adress and ID&Selfie are sent.
STAYAWAY FROM STAYCASINO!!!
Very shady and no explanation about anything during the process of checking.
Dear Tunnelbox,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Pa, i ja sam sada blokiran iz ćaskanja.
Korisnička podrška odbija da dam vremenski okvir kada se moji dokumenti proveravaju/verifikuju.
Sve urađeno od 6 dana. Prvo su mi odobrili način plaćanja veoma brzo, ali se ID ne proverava.
Dobijam čudne poruke na jeziku podrške uživo na ukrajinskom jeziku, verovatno prevedene sa Google-a, ali nijedan odgovor zapravo nije odgovor na moje pitanje.
Za mene je to veoma loše iskustvo sa kazinom, ne da traje toliko, već nedostatak informacija koje dobijam od podrške. Rekli su da ću danas dobiti e-poštu. Ništa nije stiglo i nakon što ponovo pitam kažu da ćeš dobiti e-poštu čim odeljenje proveri, a onda me blokiraju u ćaskanju`?
Šta radi ovaj kazino?
Well I got blocked from the Chat as well now.
Customer support refuse me to give a time frame when my documents are getting checked/verified.
All done since 6 days. First they approved my payment method very fast, but the ID doesn't get checked.
I get weird messages in the Live Support in Ukraine language, probably translated with Google but no answer is really an answer to my question.
For me it's a very bad experience with a casino, not that it takes that long, it's the lack of information I get from the support. They said I will receive an Email today. Nothing came and after I ask again they say you will receive an Email as soon as the department checked and then I get blocked from the chat`?
What is this casino doing?
Ovo je imejl koji sam upravo otišao iz Staicasino-a:
Zdravo Hakan,
Obaveštavamo vas da je vaš dobitak konfiskovan zbog kršenjaT&C -a -
Ovim se slažete da ćete u potpunosti obeštetiti Kazino, njegove direktore, zaposlene, partnere i pružaoce usluga i držati ih bezopasnim za bilo koji trošak, trošak, gubitak, štetu, potraživanja i obaveze na bilo koji način koji mogu nastati u vezi sa vašim korišćenjem veb stranice ili učešćem u Igrama.
Kazino zadržava pravo da zadrži uplate, ako postoje sumnje ili dokazi o manipulaciji kazino sistemom.
Iznos koji je oduzet je 10014,47 EUR i neće biti vraćen na vaš račun.
Da biste mogli da zatražite povlačenje za 20 EUR - iznos vašeg depozita koji je preostao na vašem saldu, potrebno je da završite verifikaciju vašeg naloga. Kada je vaš nalog verifikovan, zatražite povlačenje na svoj Neteller nalog.
Nakon što potvrdimo isplatu, vaš račun će biti zatvoren.
Pozdravi,
Kira
This is the Email I just go from Staycasino:
Hello Hakan,
Please be informed that your winnings were confiscated due to T&C violations -
You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Games.
The Casino reserves the right to retain payments, if suspicion or evidence exists of manipulation of the casino system.
The amount that was subtracted is 10014.47 EUR, and it won't be refunded to your account.
To be able to request a withdrawal for 20 EUR - the amount of your deposit remaining on your balance you need to complete verification of your account. Once your account is verified, request a withdrawal to your Neteller account.
After we confirm the cashout, your account will be closed.
Regards,
Kira
Hvala vam na odgovoru, Tunnelbok. Da li sam dobro razumeo da je ovo jedino objašnjenje koje ste dobili? Da li je kazino pružio dodatne detalje koji objašnjavaju zašto je vaš nalog ograničen? Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Ako postoji bilo kakva druga relevantna komunikacija između vas i kazina, prosledite je na KSKSKSKSKS0@email.kkkkk . Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, Tunnelbox. Do I understand correctly that this is the only explanation you received? Did the casino provide any further details clarifying why your account was restricted? Have you accumulated your winnings with or without an active bonus?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Ovo je njihov poslednji mejl:
Dragi Hakane,
Prethodno ste obavešteni da su dobici oduzeti zbog kršenja T&C-a.
Odluku je donela administracija na osnovu paragrafa 10 T&C Politike protiv prevara.
Kompanija ima strogu politiku borbe protiv prevara i koristi različite alate i tehnike za borbu protiv prevara. Ako je igrač osumnjičen za lažne radnje, Kompanija zadržava pravo da ukine takav nalog igrača i obustavi sve isplate igraču. Ova odluka je po isključivom nahođenju Kompanije i igrač neće biti obavešten ili obavešten o razlozima za takve radnje.
Nažalost, odluka se ne može preispitati, pa stoga nema smisla osporiti je. Spremni smo da vam pomognemo u verifikaciji računa kako biste mogli da podignete iznos depozita kao što je ranije pomenuto.
______________________________
Nema objašnjenja zašto se to tačno dešava. I ja sam blokiran u ćaskanju i zaplenjen sav novac sa mog računa.
Nisam imao bonus, uplatio sam 20eur kod svog netellera i igrao igricu na njihovom sajtu.
Dakle, čime sam tačno manipulisao?
That's the last email from them:
Dear Hakan,
You were informed previously that winnings were confiscated due to T&C violation.
The decision was made by the administration on the basis of T&C paragraph 10 Anti-Fraud Policy.
The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions, the Company reserves the right to terminate such a Player Account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.
Unfortunately, the decision cannot be reviewed, and therefore there is no point in challenging it. We are ready to assist you with account verification so that you can withdraw your deposit amount as mentioned earlier.
______________________________
No explanation why exactly this is happening. I'm blocked from the chat as well and the confiscated all the money from my account.
I didn't have a bonus, I deposit 20eur with my neteller and played a game on their site.
So what exactly did I manipulate?
Puno vam hvala, Tunnelbok, na saradnji. Sada ću preneti vašu žalbu kolegi Petru ( KSKSKSKSKS0@email.kkkkk ) 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, Tunnelbox, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
Zdravo Tunnelbok,
Pogledao sam vaš slučaj i razumem situaciju. Dozvolite mi da kontaktiram kazino i daću sve od sebe da pomognem. Želeo bih da pozovem StaiCasino u razgovor da učestvujem u rešavanju ove žalbe.
Hi Tunnelbox,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite StayCasino to the conversation to participate in the resolution of this complaint.
Dragi moji,
Ujutro 23. decembra dobili smo obaveštenje da je 1spin4vin opozvao Cash&Spins 243 igru.
Prijavili smo igru Tunnelbok-a dobavljaču igre radi provere koja je potvrdila da je dobitak rezultat greške u igri, zbog čega je opozvan.
Kao što je navedeno u našim Uputstvima i uslovima, igrači su obavezni da prijave sve greške i tehničke probleme i zabranjeno im je da koriste takve greške u svoju korist:
10. POLITIKA BORBE PROTIV PREVARA
Ako postanete svesni bilo kakvih mogućih grešaka ili nepotpunosti u softveru, saglasni ste da ćete se uzdržati od njihovog korišćenja. Štaviše, saglasni ste da odmah prijavite kazinu svaku grešku ili nepotpunost. Ukoliko ne ispunite takve obaveze, Kazino ima pravo na punu nadoknadu za sve troškove vezane za grešku ili nepotpunost, uključujući sve troškove nastale u vezi sa odgovarajućom greškom/nepotpunošću i neuspelim obaveštenjem.
Dragi Petre,
Imajte na umu da ovo nije jedina žalba koju je pokrenuo igrač. Već smo dokazali svoj slučaj u žalbi na drugoj platformi za pregled i rado ćemo vam pružiti prikupljene dokaze na vaš zahtev.
Dragi Tunnelbok,
Refundiranje vašeg depozita je u toku, naš tim za podršku rešava ovaj problem. Nakon refundiranja vaš račun će biti zatvoren.
Srdačan pozdrav,
StaiTeam
Dear all,
On the morning of December 23, we were notified that 1spin4win had recalled Cash&Spins 243 game.
We reported Tunnelbox's gameplay to the game provider for a check that confirmed that winnings resulted from a bug in the game, which is why it was recalled.
As stated in our T&C, players are obliged to report any bugs and technical problems and are restricted from using such bugs to their advantage:
10. ANTI-FRAUD POLICY
Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.
Dear Peter,
Please note that this isn't the only complaint opened by the player. We're already proved our case in a complaint on another review platform, and will gladly provide you with collected proofs upon your request.
Dear Tunnelbox,
Refund of your deposit is in progress, our Support Team is handling this issue. After refund your account will be closed.
Best regards,
StayTeam
Hvala StaiCasino timu na e-poruci i dokazima. Zamolio bih vas za poslednji dokaz koji je istorija igre igrača. Možete li takođe označiti trenutak kada se greška pojavila?
Dragi Tunnelbok,
Pregledaćemo vašu istoriju igara, ali ako su dobici ostvareni kao rezultat greške u igri, bojim se, neću moći da vam pomognem. Kazina moraju da se zaštite od takvih situacija kada dođe do tehničke greške. Takav termin se može naći praktično u svim Uslovima i uslovima kazina.
Thank you StayCasino team for the email and evidence. I'd like to ask you for the last piece of evidence which is the player's game history. Could you also please mark the moment when the bug occurred?
Dear Tunnelbox,
We will review your game history, but if the winnings were made as a result of a bug in the game, I'm afraid, I won't be able to help you. Casinos have to protect themselves from such situations when a technical error occurs. Such a term can be found practically in all casinos' T&Cs.
Hvala StaiCasino timu.
Dragi Tunnelbok,
Bojim se da svi dokazi sugerišu da su dobici rezultat tehničke greške u igri koju je potvrdio provajder igre. Stoga se kazino ne može smatrati odgovornim za ovaj problem i, nažalost, vaša žalba će biti odbijena. Mogu da zamislim koliko ovo mora da bude frustrirajuće, ali ne mogu ništa da uradim. Kao što je gore navedeno, svrha uslova i uslova je da zaštite kazina od takvih situacija.
Thank you StayCasino team.
Dear Tunnelbox,
I'm afraid all evidence suggests that the winnings were a result of a technical bug in the game which was confirmed by the game provider. Therefore, the casino can't be held responsible for this issue and, unfortunately, your complaint will be rejected. I can imagine how frustrating this must be but there's nothing I can do. As stated above, it's the purpose of the T&Cs to protect casinos from such situations.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.