NaslovnaPritužbeTG.Casino - Dobitak igrača konfiskovan na osnovu optužbi za 'prevaru'.
TG.Casino - Dobitak igrača konfiskovan na osnovu optužbi za 'prevaru'.
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Poslato:
03/04/2024
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Nije rešeno : 30/04/2024
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The player from Serbia had his account closed and winnings confiscated after the casino claimed a breach of terms and conditions regarding fraud. The player denied any wrongdoing, stating that he had only bet on live casino without any use of a bonus or software bug. Despite our team's attempts to contact the casino for clarification and resolution, the casino did not respond. As a result, we closed the complaint as 'unresolved'.
Igraču iz Srbije zatvoren je račun i konfiskovan dobitak nakon što je kazino tvrdio da je prekršio odredbe i uslove u vezi sa prevarom. Igrač je negirao bilo kakvu nepravdu, navodeći da se kladio samo na kazino uživo bez upotrebe bonusa ili softverske greške. Uprkos pokušajima našeg tima da kontaktira kazino radi pojašnjenja i rešenja, kazino nije odgovorio. Kao rezultat toga, žalbu smo zatvorili kao „nerešenu“.
Proverio sam to, čak sam dostavio originalnu dokumentaciju.
Kazino je odgovorio da je moj račun zatvoren i da je sav novac (uključujući depozite) zaplenjen.
Pitao sam ih za dalje objašnjenje, rekli su mi da sam prekršio broj 17 u uslovima:
17. Prevara
Tražićemo krivične i ugovorne sankcije protiv bilo kog Kupca umešanog u prevaru, nepoštenje ili krivična dela. Zadržaćemo plaćanje svakom klijentu za koga se sumnja na bilo šta od ovoga. Klijent će nadoknaditi i biće dužan da nam na zahtev plati sve troškove, naknade ili gubitke koje smo pretrpeli ili pretrpeli (uključujući sve direktne, indirektne ili posledične gubitke, gubitak profita, gubitak poslovanja i gubitak ugleda) koji nastaju direktno ili indirektno od prevare, nepoštenja ili krivičnog dela Korisnika.
17.1. Zadržavamo pravo da konfiskujemo bilo koja sredstva ako se otkrije bilo kakva lažna aktivnost ili pokušaj zloupotrebe bonusa.
17.2. Korišćenje lažnih obrazaca igre da bi se zaobišlo klađenje na bonuse ili iskoristile određene karakteristike igre je strogo zabranjeno i svi dobici koji trenutno ili treba da budu pripisani vašem nalogu će biti zadržani.
17.2.1. Lažni obrazac igre se može definisati kao bilo koji obrazac opklada koji je nepravedan i njegova jedina svrha je da zaobiđe uslove koje postavlja kazino i da vam pomogne da dobijete nepravednu prednost protiv kuće. Obrazac lažne igre uključuje, ali nije ograničen na:
- odlaganje rundi igre u bilo kojoj igri, uključujući besplatne okretaje i bonus funkcije, na kasnije vreme kada nemate uslove za klađenje;
- ostaviti velike opklade na stolu, na primer u blackjack-u, i vratiti se u igru nakon što je bonus opklada završena;
- igranje igara sa bonus novcem da biste povećali vrednost u igri, izgubili bonus sredstva, a zatim unovčili prikupljenu vrednost tokom igre sa pravim novcem;
- korišćenjem strategija koje iskorišćavaju bilo kakvu grešku ili grešku u softveru.
Korak po korak mogu da potvrdim da moje opklade nisu bile deo bilo čega od ovoga.
Nisam imao nikakav bonus, nisam koristio ništa u vezi sa bonusom ili softverskom greškom ili greškom.
Kazino je pogrešio ili namerava da mi otme novac.
Mogu vam dati svaki mogući dokument sa moje strane, nisam napravio ništa pogrešno, samo sam se kladio na kazino uživo i dobio.
I wanted to make a withdraw from my account.
I was asked to verify it.
I verified it, even provided back original documentation.
Casino responded that my account is closed and that all money(including deposits) was confiscated.
I asked them for further explanation, they told me that I have breached number 17 in terms and conditions:
17. Fraud
We will seek criminal and contractual sanctions against any Customer involved in fraud, dishonesty or criminal acts. We will withhold payment to any Customer where any of these are suspected. The Customer shall indemnify and shall be liable to pay to us on demand all costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, loss of profit, loss of business and loss of reputation) arising directly or indirectly from the Customer’s fraud, dishonesty or criminal act.
17.1. We reserve the right to confiscate any funds if any fraudulent activity or bonus abuse attempt is detected.
17.2. Using fraudulent game patterns to circumvent wagering of bonuses or take advantage of a certain game features is strictly forbidden and all winnings currently or due to be credited to your account will be retained.
17.2.1. Fraudulent game pattern can be defined as any pattern of bets that is unfair and it's sole purpose is to circumvent the terms set by the casino and help you get unfair edge against the house. Fraudulent game pattern includes, but is not limited to:
- delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements;
- leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed;
- playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play;
- using strategies that take advantage of any software bug or failure.
Step by step I can confirm that my bets werent part of any of this.
I didnt have any bonus, I didnt use anything regarding bonus or software bug or failure.
Casino got something wrong or have intent to rob me of my money.
I can provide you with any possible document from my side, I didnt make anything wrongfull, I was only betting on live casino and won.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Možete li, molim vas, pojasniti koju igru(e) ste tačno igrali?
Kada ste otvorili svoj kazino nalog?
Pored toga, prosledite svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru . Alternativno, možete ga objaviti ovde.
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 cuzar94,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please clarify which game(s) exactly you played?
When did you create your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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.
Igrao sam igre sportskog klađenja koje su poništene zbog neke greške, moj novac je vraćen.
Moj račun je bio ograničen pa sam morao da prokockam sav taj novac pre podizanja.
Otišao sam u kazino uživo, bila je to neka igra ruleta uživo poput kkktreme munjevitog ruleta ili ruleta na crvena vrata.
Kladio sam se na crveno/crno i pomalo verujem u seriju 5/8
Osvojio sam nešto novca, napravio profit od oko 1k usd.
I to je sve, tvrde da sam ja nešto prekršio. Uveravam vas da nisam uradio ništa što oni tvrde da sam uradio, ako možete da ih naterate da vam kažu u čemu je tačno problem i ako imaju neki dokaz za to, jer nema šanse da sam uradio nešto loše.
U priloge sam uneo ono što je uglavnom ceo razgovor nakon što sam predao dokumenta na proveru, nakon što je verifikacija završena.
Gotovo svaki put kada su mi rekli da mi je račun zatvoren i nisu razjasnili šta sam tačno uradio.
Ako vam zatreba još nešto ili Ako vam nisam dostavio dovoljno dokumenata, mogu ponovo da pošaljem ovo.
I have created my account on tg.casino on 30.03.2024.
I have played sports betting games which were voided due to some error, my money was returned.
My account was limited so I needed to gamble all that money before withdrawing.
I went on live casino, It was some live roullete game like xxxtreme lightning roulette or red door roulette.
I placed bets on red/black and a little bit I believe in series 5/8
I won some money, made profit of around 1k usd.
And that is all, they claim that I breached something. I can assure you that I didnt do anything that they claim I had done, if you can get them to tell you what precisely is the problem and If they have any proof of that, because there is no chance I have done anything wrong.
In the attachments I have included what is mostly the whole conversation after I have submitted documents for verification, after the verification was complete.
Pretty much every time they told me that my account is closed and they didn't clarify what precisely I have done.
If you need anything else or If I have not provided you with enough documents, I can submit this again.
Hvala puno, cuzar94, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@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, cuzar94, 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 kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi TG.Casino timu ,
Možete li nam dati detaljnije objašnjenje situacije igrača? Zašto je njegov račun zatvoren, a dobitak zaplenjen? Koje korake korisnik treba da preduzme da deblokira nalog i/ili povuče sporni dobitak?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
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 the casino representative to join this conversation and participate in the resolution of this complaint.
Dear TG.Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and the winnings confiscated? What steps should the user take to unblock the account and/or withdraw the disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
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.
Pošto nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, ne možemo da nastavimo sa rešavanjem ove žalbe i prinuđeni smo da je zatvorimo kao „nerešenu", što će negativno uticati na rejting kazina.
Postoji još jedan mogući način na koji možete pokušati da vratite svoj dobitak - da podnesete žalbu nadležnom organu za igre na sreću koji kazino reguliše - Gaming Curacao. Moguće je uložiti žalbu preko zvaničnog sajta ( http://vvv.gaming-curacao.com/ ) i upotrebiti dugme „Kontaktiraj" ili slanjem žalbe na complaints@gaming-curacao.com / info@gaming-curacao.com . Pre podnošenja žalbe, uverite se da ste dali sve potrebne informacije: svoje lične podatke, detalje kazina, podatke za prijavu u kazino, opis problema i prateće priloge ako je potrebno.
Ako postoji napredak u vezi sa vašim problemom ili vam je potrebna pomoć, obavestite me o tome na branislav.b@casino.guru .
Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear cuzar94,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.
If there is any progress on your issue or you need help, please let me know about it at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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