Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
14/03/2023
|
Slučaj je zatvoren : 07/05/2023
Slučaj je zatvoren
Naša presuda
Igrač je prestao odgovarati
ODBIJENO
Rezime slučaja
pre 1 godinu
Prevod
The player deposited funds into his account, but the deposit seemed to be lost. The casino provided us with the details and explanation. There were several payments made to the casino, however, some of them were not completed on the player's side, and they were not successful. One of the deposits was credited to the player's account later, at the time he was already playing with the first successful deposit with a bonus and it looks like he didn't notice it and lost it by playing. We asked the player for more details and data, but we were forced to reject the complaint because the player stopped responding to our messages and questions.
Igrač je deponovao sredstva na svoj račun, ali se činilo da je depozit izgubljen. Kazino nam je pružio detalje i objašnjenje. Bilo je nekoliko uplata kazinu, međutim, neke od njih nisu izvršene na strani igrača i nisu bile uspešne. Jedan od depozita je naknadno pripisan na račun igrača, u trenutku kada je već igrao sa prvim uspešnim depozitom sa bonusom i izgleda da ga nije primetio i izgubio ga je igranjem. Tražili smo od igrača više detalja i podataka, ali smo bili primorani da odbijemo žalbu jer je igrač prestao da odgovara na naše poruke i pitanja.
Pokrenuo sam depozit od 75 € preko Skrill-a 1. marta 2023. godine, novac je oduzet sa mog e-novčanika, ali još nije kreditiran. Prema Skrillu, novac je definitivno prebačen u Stelario. Stelario sa stalnim odgovorom sa iste lokacije tvrdi da novac tamo nije stigao, ali ja na računu imam napomenu za upravo ovaj transfer da je depozit uspeo.
Skrill sada predlaže da mogu da uložim žalbu na ovo 30 dana nakon uplate i videće šta će se desiti. Za mene, međutim, neprihvatljivo. Želeo bih da svoj novac vratim u svoj e-novčanik.
Zato tražim vašu podršku u ovome.
Hvala i puno pozdrava
Hello everyone,
I triggered a deposit of €75 via Skrill on March 1st, 2023, the money was deducted from my e-wallet but has not yet been credited. According to Skrill, the money has definitely been transferred to Stelario. Stelario claims with constant response from the same location that the money did not arrive there, but I have a note in the account for exactly this transfer that the deposit was successful.
Skrill is now suggesting that I can file a complaint about this 30 days after making the payment and they'll see what happens. For me, however, unacceptable. I would like my money back to my e-wallet.
So I'm asking for your support on this.
Thank you and best regards
Hallo zusammen,
ich habe am 01.03.2023 via Skrill eine Einzahlung in Höhe von 75€ ausgelöst, das Geld wurde von meinem E Wallet abgezogen aber bisher nicht gutgeschrieben. Laut Skrill ist das Geld definitiv an Stelario überwiesen worden. Stelario behauptet mit ständig der selben Standort Antwort, dass das Geld dort nicht angekommen sei, ich habe im Account allerdings genau bei dieser Überweisung um die es geht den Vermerk stehen, dass die Einzahlung erfolgreich war.
Skrill schlägt nun vor, dass ich 30 Tage nach der Zahlung eine Beschwerde über diese einreichen könne und man würde schauen was passiert. Für mich allerdings inakzeptabel. Ich möchte gern mein Geld auf mein E Wallet zurück.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. U takvim slučajevima kada depozit nikada nije pripisan na kazino račun igrača, obično preporučujemo da kontaktirate dobavljača plaćanja. Pošto ste to već uradili, da li biste bili ljubazni da prosledite relevantnu komunikaciju između vas i dobavljača plaćanja na KSKSKSKSKS0@email.kkkkk ? Alternativno, možete ga objaviti ovde.
Pored toga, prosledite svu komunikaciju između vas i kazina.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear yys5mgrf9p,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as forward any relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here.
Additionally, please also forward all the communication between you and the casino.
Hvala vam na odgovoru, iis5mgrf9p. U svojoj početnoj poruci ste spomenuli da je Skrill potvrdio da je transakcija uspešno obrađena. Da li imate bilo kakvu potvrdu od Skrill-ove korisničke podrške o tome?
Thank you for your reply, yys5mgrf9p. In your initial message, you mentioned that Skrill confirmed the transaction was successfully processed. Do you have any confirmation from Skrill's customer support about it?
Da, to je upravo ono što je pisalo – da možete osporiti transakciju za 30 dana, a ne da je transakcija bila uspešna. Želeo bih da vidim potvrdu Skrill podrške da je transakcija uspešno obrađena sa njihove strane. Rekli ste u svojoj prvoj poruci da je prema Skrillu novac prebačen u Stelario Casino.
Pored toga, možete li da postavite ovde snimak ekrana vaše istorije depozita/blagajnika sa kazino naloga? Da li ste ranije izvršili uspešne depozite preko Skrill-a u Stelario Casino?
Yes, that is exactly what it said - that you can dispute the transaction in 30 days, not that the transaction was successful. I would like to see confirmation from Skrill support that the transaction was processed successfully from their side. You said in your first message that according to Skrill, money has been transferred to Stelario Casino.
Additionally, could you please post here a screenshot of your deposit/cashier history from the casino account? Have you made any successful deposits via Skrill to Stelario Casino before?
Veoma mi je žao, ali niste odgovorili na sva moja prethodna pitanja. Proverite moj poslednji odgovor i pokušajte da pomognete. Sve tražene informacije su neophodne ako želimo da nastavimo sa slučajem. Hvala unapred.
I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
Šta biste sada još voleli da znate? Pokušavam da uplatim na Stelario preko Skrill-a. Imaju snimak ekrana.
Dao sam dokaz od Skrill-a da su preneli novac i snimak ekrana, takođe sam poslao snimak ekrana sa svog Skrill e-novčanika koji pokazuje da je novac otišao tamo. Takođe sam napisao da sam samo jednom pokušao da deponujem tamo preko Skrill-a.
izgleda da traže razloge da ne nastave?!
What else would you like to know now? I'm trying to deposit to Stelario via Skrill. They have the screenshot.
I have provided proof from Skrill that they transferred the money and a screenshot of it, I also sent a screenshot from my Skrill e-wallet showing that the money went out there. I also wrote that I only tried to deposit there once via Skrill.
they seem to be looking for reasons not to continue?!
Was möchten sie jetzt noch wissen? Ich habe Versuch bei Stelario via Skrill einzuzahlen. Den Screenshot haben sie.
ich habe den Nachweis von Skrill erbracht, dass die das Geld überwiesen haben, sowie einen Screenshot dazu, auch habe ich einen Screenshot aus meine Skrill e-Wallet geschickt, wo zu sehen ist, dass dort das Geld weggegangen ist. Ebenso habe ich geschrieben, dass ich nur einmal versucht habe via Skrill dort einzuzahlen.
sie suchen anscheinend nach Gründen nicht weiter zu machen?!
Imajte na umu da imamo specifičnu proceduru kada istražujemo probleme sa izgubljenim depozitima i da postoji nekoliko informacija koje treba da prikupimo pre nego što krenemo dalje i pitamo kazino za njihov stav.
Hvala vam puno, iis5mgrf9p, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( 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.
Please note that we have a specific procedure when investigating issues with lost deposits and there are a few pieces of information we need to gather before we move forward and ask the casino for their standpoint.
Thank you very much, yys5mgrf9p, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Žao mi je što čujem za vaše neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika Stelario kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Stelario Casino timu,
Možete li, molim vas, pogledati problem igrača i pomoći nam da ga rešimo? Da li je kazino u stanju da izvrši detaljnu istragu u vezi sa ovim pitanjem koristeći date snimke ekrana i detalje i da nas obavesti o ishodu?
Unapred se zahvaljujemo na pružanju potrebnih informacija.
Hello, yys5mgrf9p,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stelario Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Stelario Casino Team,
Could you please look at the player's issue and help us to resolve it? Is the casino able to perform a deep investigation regarding the matter using the provided screenshots and details, and inform us about the outcome?
Thank you in advance for providing the necessary information.
Obaveštavamo vas da smo započeli detaljnu proveru vaše žalbe.
Svi snimci ekrana koje ste dali poslati su u centar za obradu.
Pružamo detalje čeka:
1)2023-02-28 23:36:14 UTC+0 pokrenuli ste depozit od 75 EUR putem bankovne kartice unapred plaćene preko Skrill-a.
2) Dok je procesni centar obrađivao ovaj depozit, izvršili ste sledeći depozit 28.02.2023. u 23:40:57 UTC+0 putem bankovnog transfera u iznosu od 75 EUR.
Vaš depozit od 75 EUR je donet na vaš račun bankovnim transferom 28.02.2023 23:42:05 UTC+0
3) Nakon prijema vašeg depozita od 75 EUR bankovnim transferom koji je deponovan na vaš račun za igru 2023-02-28 23:42:05 UTC+0 ušli ste u The Dog House Multihold (PragmaticPlai) slot i počeli da pravite opklade.
4) 2023-02-28 23:44:07 UTC+0 kada je vaše stanje u igri bilo 67,82 EUR, vašem računu za igru je kreditiran depozit od 75 EUR 28.02.2023 23:36:14 UTC+0. Sav novac koji ste koristili za klađenje u slotovima različitih provajdera.
5) Centar za obradu je takođe potvrdio da je iznos vašeg depozita 2023-02-28 23:36:14 UTC+0 uspešno prihvaćen i obrađen. Prilažemo snimak ekrana iz centra za obradu (vreme na snimku je UTC+2).
Takođe možete proveriti sa svoje strane u istoriji igara, da li su ovog puta svi iznosi vaših depozita uspešno dodati na vaš račun za igru i da ste ih koristili za klađenje u slotovima.
Veoma nam je žao zbog situacije sa proverom informacija o vašem depozitu, ali bez potvrde od Skrill-a koju ste dali, provera nije mogla da se izvrši ispravno.
Srdačan pozdrav.
Stelario Casino Odeljenje za rizik.
Dear yys5mgrf9p,
We would like to inform you that we have initiated a detailed check of your complaint.
All the screenshots you provided were sent to the processing center.
We are providing the details of the check:
1)2023-02-28 23:36:14 UTC+0 you initiated a deposit of 75EUR via bank card prepaid via Skrill.
2) While this deposit was being processed by the processing center you made the next deposit on 2023-02-28 at 23:40:57 UTC+0 by means of a bank transfer in the amount of 75EUR.
Your deposit of 75EUR was credited to your account by bank wire transfer on 2023-02-28 23:42:05 UTC+0
3) After receipt of your deposit of 75EUR by bank transfer which was deposited to your game account on 2023-02-28 23:42:05 UTC+0 you entered The Dog House Multihold(PragmaticPlay) slot and started to make bets.
4) On 2023-02-28 23:44:07 UTC+0 when your game balance was 67.82EUR, your game account was credited with a deposit of 75EUR on 2023-02-28 23:36:14 UTC+0. All money you used for betting in slots from different providers.
5) The Processing Center also confirmed that the amount of your deposit 2023-02-28 23:36:14 UTC+0 was successfully accepted and processed. We attach screenshot from the processing center ( the time on the screenshot is UTC+2).
You can also check on your side in game history, that this time all amounts of your deposits have been successfully added to your game account and you used them for betting in slots.
We are very sorry about the situation with the checking of your deposit information, but without the confirmation from Skrill that you provided, the check could not be performed correctly.
Hvala za povratne informacije. Nedostaju svi depoziti zajedno uprkos svemu u iznosu od 75 € (prvi pokušaj depozita) preko Skrill-a.
nakon toga sam prešao na giropai i radio je savršeno. Samo ne prvi depozit. I do danas nije vraćen Skrillu niti pripisan na moj Stelario račun igrača.
Stoga sada ponovo tražim oslobađanje mog uplaćenog iznosa. Takođe sam otvorio slučaj preko Skrill-a da tražim svoj novac nazad.
Srdačan pozdrav
Hello,
Thanks for the feedback. All deposits together are missing despite everything in the amount of 75 € (first attempt to deposit) via Skrill.
after that i switched to giropay and it worked perfectly. Just not the first deposit. And to this day it has neither been returned to Skrill nor credited to my Stelario player account.
Therefore, I am now asking again for the release of my paid amount. I also opened a case via Skrill to claim my money back.
Best regards
Hallo,
Danke für die Rückmeldung. Alle Einzahlungen zusammengerechnet fehlt trotz allem der Betrag in Höhe von 75€ ( ersten Versuch der Einzahlung ) via Skrill.
danach bin ich dann auf giropay umgestiegen und das funktionierte tadellos. Einzig die erste Einzahlung nicht. Und diese wurde bis heute weder an Skrill zurückgegeben noch auf meinem Spieler Account bei Stelario gutgeschrieben.
Daher bitte ich nun erneut um die Herausgabe meines gezahlten Betrages. Ich habe auch parallel einen Fall via Skrill eröffnen lassen um mein Geld zurück zu fordern.
Pored toga, dobio sam 100% bonusa sa drugim depozitom, koji je takođe funkcionisao preko giroipai-a. Dakle, deponovano 75 €, + 75 € bonusa. Video sam da je ovo zaslužan i iskoristio sam to.
Da je prvi depozit radio preko Skrill-a, trebalo bi da dobijem ukupno 75+75 (150€) prvog depozita i 75+75 (150€) drugog depozita! To nije bio slučaj. Kada sam dostigao 69 evra, dodat je bonus od 75 evra i nije bilo stvarnog novca kao što pišete ovde. To nije istina.
In addition, I got a 100% bonus with the second deposit, which also worked via giroypay. So €75 deposited, + €75 bonus. I saw that this was credited and used it.
If the first deposit had worked via Skrill, then I should have received a total of 75+75 ( 150€ ) first deposit and 75+75 ( 150€ ) second deposit! That has not been the case. When I was up to €69, the bonus of €75 was added and no real money balance as you write here. That is not the truth.
Dazu kommt, dass ich mit der zweiten Einzahlung, welche dann auch via giroypay funktioniert hat, einen Bonus in Höhe von 100% bekommen habe. Also 75€ eingezahlt, + 75€ Bonus. Das dieser gutgeschrieben wurde habe ich gesehen und diesen auch genutzt.
Hätte die erste Einzahlung via Skrill funktioniert, dann hätte ich also insgesamt 75+75 ( 150€ ) erste Einzahlung und 75+75 ( 150€ ) zweite Einzahlung erhalten müssen! Das ist nicht der Fall gewesen. Als ich auf 69€ war, kam der Bonus in Höhe von 75€ dazu und kein Echtgeld Guthaben wie sie hier schreiben. Das entspricht nicht der Wahrheit.
Želimo da vas obavestimo da je iznos vašeg depozita 2023-02-28 23:36:14 UTC+0 uspešno pripisan na vaš račun za igre 2023-02-28 23:44:07 UTC+0 u iznosu od 75 EUR .
Za ovaj depozit niste dobili bonus dobrodošlice za prvi depozit, jer niste čekali obradu ovog depozita, započeli ste novi depozit od 75 EUR bankovnim transferom 2023-02-28 23:42:05 UTC+ 0, birajući isti bonus 125% bonus dobrodošlice + 125 besplatnih pinova u slotu Fire In The Hole kBomb na vaš prvi depozit.
Automatika će blokirati pristup izboru bonusa na depozit tek nakon što uspešno završite depozit. Pošto ste izabrali isti bonus, to je bilo samo za prvi uspešan depozit.
Možete lako da pratite promene u vašem stanju tog dana prema istoriji igara prikazanoj na vašem profilu.
Prilikom vašeg prvog uspešnog depozita bankovnim transferom, uspešno ste primili i iskoristili specijalni bonus dobrodošlice od 125% (93,75 EUR)+125 FS. Dobili ste ovaj personalizovani bonus dobrodošlice na svoj prvi depozit jer ste se registrovali kod našeg partnera.
Srdačan pozdrav.
Stelario Casino Odeljenje za rizik.
Dear yys5mgrf9p,
We would like to inform you that the amount of your deposit 2023-02-28 23:36:14 UTC+0 was successfully credited to your gaming account 2023-02-28 23:44:07 UTC+0 in the amount of 75EUR.
For this deposit you did not receive a welcome bonus for the first deposit, because you did not wait for the processing of this deposit, you initiated a new deposit of 75EUR with a bank transfer 2023-02-28 23:42:05 UTC+0, choosing the same bonus 125% Welcome Bonus + 125 Freepins in slot Fire In The Hole xBomb on your first deposit.
Automatics will block access to the deposit bonus selection only after you successfully complete the deposit. Since you selected the same bonus, it was only for the first successful deposit.
You can easily track the changes in your balance on that day by the game history shown in your profile.
On your first successful deposit by wire transfer, you have successfully received and redeemed a special welcome bonus of 125% (93.75EUR)+125 FS. You received this personalized welcome bonus on your first deposit because you registered with our partner.
U slučaju da igrač odbije da proveri pouzdane činjenice, jednostavno pogledaj istoriju njegovih igara na njegovom profilu, gde je promena stanja i prijem depozita na njegov račun za igre strogo naznačena vremenom.
Spremni smo da vam pružimo dodatne podatke, potvrđujući sve gore navedene informacije od nas i da je igrač uspešno iskoristio svoj depozit za klađenje u igrama i koje bonuse je igrač dobio za svoje depozite.
Srdačan pozdrav.
Odeljenje za rizik kazina Stelario.
Dear Branislav,
In case a player refuses to check the reliable facts, simply look through the history of his games in his profile, where the change of balance and receipt of the deposit on his gaming account is indicated strictly by the time.
We are ready to provide you with additional data, confirming all the above information by us and that the player successfully used his deposit for betting in the games and what bonuses were received by the player for his deposits.
onda se još uvek pitam zašto prvi depozit, pogledajte snimak ekrana ispod, nije naveden kao potpun?!
ako saberem sav pravi novac, na osnovu uplaćenih depozita trebalo bi da dođe ukupno 350 €. Međutim, ukupno je to samo 275 €. Kako to objašnjavate?
Hello,
then I still wonder why the first deposit, see screenshot below, is not listed as complete?!
if I add up all the real money, a total of €350 should come together based on the deposits made. In total, however, it is only €275. How do you explain that?
Hallo,
dann frage ich mich dennoch, warum die erste Einzahlung, siehe Screenshot unten nicht als complete also abgeschlossen aufgeführt wird?!
wenn ich alles zusammen rechne an Echtgeld sollten insgesamt 350€ zusammen kommen aufgrund der getätigten Einzahlungen. Gesamt sind es allerdings nur 275€. Wie erklären sie sich das?
Ovo su transakcije koje ste pokrenuli da biste uplatili sredstva na vaš račun putem bankovnog transfera.
Ove transakcije nisu uspešne jer niste izvršili plaćanje. Iz tog razloga, oni imaju status „odbijeni" i nisu pripisani vašem nalogu za igru.
Molimo vas da potvrdite da ste proverili svoju istoriju igara i da ste potvrdili da je vaš depozit od 75 EUR 2023-02-28 23:36:14 UTC+0 kreditnom karticom uspešno iskorišćen za klađenje u slotovima.
Molimo za više detalja u vezi sa vašim slučajem u vezi sa iznosima od 275EUR i 350EUR.
Srdačan pozdrav.
Stelario Casino Odeljenje za rizik.
Dear yys5mgrf9p,
The transactions that you indicated:
2023-02-28 23:35:44 Noda
2023-02-28 23:39:28 Noda
These are transactions that were initiated by you to deposit funds to your account via bank transfer.
These transactions are not successful because you have not completed the payment. For this reason, they have the status "decline" and they were not credited to your game account.
We kindly ask you to confirm that you have checked your gaming history and that you have verified that your deposit of 75EUR 2023-02-28 23:36:14 UTC+0 by credit card has been used successfully for betting in slots.
We ask for more details regarding your case with regard to the amounts 275EUR and 350EUR.
Puno vam hvala obojici na vašim odgovorima i navedenim detaljima.
Poštovani iis5mgrf9p,
Ako ne grešim, imate pun pristup svom igračkom nalogu u Stelario kazinu.
Možete li mi dati kompletnu istoriju igara sa ovog naloga?
Možete li da kontaktirate svog dobavljača načina plaćanja (od koga depozit nije uspeo) i da nam dostavite njegovu potvrdu da je ova uplata bila uspešna i da je naplaćena sa vašeg računa?
Možete li takođe odgovoriti na pitanje kazina i detaljnije objasniti iznos od 275 € i 350 €?
Slobodno pošaljite potrebne podatke na moju imejl adresu ( branislav.b@casino.gugu ).
Thank you both very much for your replies and the details provided.
Dear yys5mgrf9p,
If I am not wrong, you have full access to your gaming account in Stelario Casino.
Can you please provide me with your complete gaming history from this account?
Could you contact your payment method provider (from who the deposit was not successful), and provide us with their confirmation that this payment was successful and debited from your account?
Can you also answer the casino's question and explain in more detail the amount of €275 and €350?
Feel free to send the necessary data to my email address (branislav.b@casino.gugu).
Produžujemo tajmer za 7 dana. Imajte na umu da ćemo u slučaju da ne odgovorite u datom vremenskom roku ili vam ne bude potrebna nikakva dalja pomoć, odbaciti žalbu.
Dear yys5mgrf9p,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Nažalost, prinuđeni smo da odbijemo ovaj slučaj jer igrač nije odgovorio na naše poruke i pitanja. Zbog toga nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Hvala vam puno, Stelario Casino tim, na pružanju informacija i saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Stelario Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
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