Bio sam posvećen igrač na Sugar Casino-u, platformi za igre koja je licencirana pod Starscream Limited i regulisana od strane Kahnavake-a
Komisija za igre na sreću. Uživao sam u vremenu provedenom na platformi i akumulirao sam stanje od 3.309,00 €. Međutim, 31. oktobra 2023. moje iskustvo je dobilo zabrinjavajući preokret. Dobio sam obaveštenje od Sugar kazina u kojem se navodi da se moj nalog zatvara zbog navodnog kršenja njihovih uslova i odredbi, posebno klauzule 1.23. Ova klauzula omogućava kazinu da revidira igru i evidenciju transakcija i da preduzme mere ako se otkriju bilo kakve manipulativne strategije. U poruci je objašnjeno:
„Pišemo da vas obavestimo da je nakon interne istrage Uprava odlučila da zatvori vaš nalog.
1.23. Zadržavamo pravo da revidiramo vaše evidencije igranja/transakcija. Ovim unapred pristajete da to učinimo. Ako se nakon revizije pokaže da ste učestvovali ili pokušali da učestvujete u strategiji manipulativne igre da biste iskoristili bonus koji vam je nagrađen iz kazina, zadržavamo pravo da odbijemo, zadržimo, opozovemo ili povučemo vaše pravo na bilo koju promociju, dobitke ili bonuse, ili da prekinete svoju povezanost sa našom veb lokacijom i/ili blokirate svoj nalog. U takvim okolnostima, nećemo biti u obavezi da refundiramo bilo koja sredstva koja mogu biti na vašem računu osim vaših prvobitnih iznosa depozita.
Odbili smo vaše povlačenje, oduzeli vam stanje i vratili vaš depozit na isti način."
Bio sam šokiran i zgrožen ovom optužbom. Uvek sam igrao pošteno i u skladu sa pravilima i čvrsto verujem da je došlo do greške. Očajnički želeći da rešim problem, obratio sam se timu za korisničku podršku Sugar kazina. Nažalost, njihovi odgovori su bili beskorisni i odbacujući, jer nisu pružili bilo kakvo zadovoljavajuće objašnjenje ili dokaze o navodnim manipulativnim strategijama.
Osećajući se frustrirano i bez drugih opcija,
Odlučio sam da eskaliram stvar na Kahnavake
Komisija za igre na sreću, organ koji nadgleda Sugar Casino. Podneo sam zvaničnu žalbu, navodeći svoje iskustvo i zahtevajući detaljnu istragu o ovom pitanju. Pozvao sam Komisiju da osigura da se moja prava kao igrača poštuju i da primora Sugar Casino da pruži jasan i valjan razlog za zatvaranje mog računa i konfiskaciju mojih sredstava. Nadam se ili ponovnom uspostavljanju mog naloga ili povratu mog zakonitog stanja.
Ali nisam čuo od njih pa sam došao na ovaj forum.
I've been a dedicated player on Sugar Casino, a gaming platform licensed under Starscream Limited and regulated by the Kahnawàke
Gaming Commission. I've enjoyed my time on the platform and had accumulated a balance of €3,309.00.However, on October 31, 2023, my experience took a troubling turn. I received a notification from Sugar Casino stating that my account was being closed due to an alleged breach of their terms and conditions, specifically clause 1.23. This clause allows the casino to audit gameplay and transaction logs and take action if any manipulative strategies are detected. The message explained:
"We are writing to inform you that after an internal investigation, Management has decided to close your account.
1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.
We have declined your withdrawal, subtracted your balance, and refunded your deposit back to the same method."
I was shocked and dismayed by this accusation. I have always played fairly and within the rules, and I firmly believe there has been a mistake. Desperate to resolve the issue, I reached out to Sugar Casino's customer support team. Unfortunately, their responses were unhelpful and dismissive, failing to provide any satisfactory explanation or evidence of the alleged manipulative strategies.
Feeling frustrated and with no other options,
I decided to escalate the matter to the Kahnawàke
Gaming Commission, the authority overseeing Sugar Casino. I filed a formal complaint, detailing my experience and requesting a thorough investigation into the issue. I urged the Commission to ensure my rights as a player are upheld and to compel Sugar Casino to provide a clear and valid reason for the closure of my account and the confiscation of my funds. I hope for either the reinstatement of my account or the return of my rightful balance.
But I haven't heard from them so I just come on to this forum.
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