NaslovnaPritužbeThe Virtual Casino - Pristup nalogu igrača je opozvan nakon depozita.
The Virtual Casino - Pristup nalogu igrača je opozvan nakon depozita.
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The Virtual Casino
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Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from the US had deposited to verify a BTC wallet for withdrawal of their winnings from a signup bonus. However, after he made the deposit, his withdrawal was denied and the casino had shut down his access without any given reason. Despite the player's attempts to resolve the issue, the casino had not cooperated. Given the lack of a valid license and the absence of an ADR service from the casino's side, no further action could be taken. The complaint was marked as 'unresolved', which could have negatively affected the casino's rating.
Igrač iz SAD je izvršio depozit da bi verifikovao BTC novčanik za povlačenje svojih dobitaka iz bonusa za registraciju. Međutim, nakon što je izvršio depozit, njegovo povlačenje je odbijeno i kazino mu je zatvorio pristup bez ikakvog razloga. Uprkos pokušajima igrača da reši problem, kazino nije sarađivao. S obzirom na nedostatak važeće licence i nepostojanje ADR usluge sa strane kazina, nije se moglo preduzeti dalje radnje. Žalba je označena kao „nerešena“, što je moglo negativno da utiče na rejting kazina.
Osvojio sam 100 USD popusta na bonus za registraciju, a da bih povukao, morao sam da verifikujem važeći BTC novčanik tako što sam uplatio 20 USD depozita. Nakon što sam izvršio depozit i otišao na povlačenje, moje povlačenje je odbijeno. Kada sam poslao poruku timu za podršku, odmah su mi rekli: „Žao nam je što vas obaveštavamo da vam je ukinut pristup kazinu. Odluka je, nažalost, nepovratna"
Nisam prekršio nikakve uslove korišćenja tokom igranja ili bonusa, i pretpostavljam da su me zato zaključali. Dakle, ne računajući moj bonus novac koji sam osvojio, ukrali su moj novac za depozit. Najgori onlajn kazino. ikada.
I won $100 USD off of a signup bonus, and in order to withdrawal I had to verify a valid BTC Wallet by making a $20 USD deposit. After I made the deposit and I went to withdrawal, my withdrawal was declined. When I messaged the support team, they immediately told me: "We regret to inform you that your casino access has been revoked. The decision is unfortunately irreversible"
I didn’t violate any ToS on the play-through or bonus, and I am guessing that is why they locked me out. So not counting my bonus money I won, they stole my deposit money. Worst online casino. ever.
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 da nam kažete da li ste ranije aktivirali neke besplatne bonuse u ovom kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear andiruda,
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 advise if you activated any free bonuses in this casino previously?
Have you withdrawn any winnings from this casino in the past?
Hvala što ste ovo istražili. Dakle, evo detalja o mom ličnom iskustvu. Otvorio sam svoj nalog na thevirtualcasino.com i dobio sam bonus za besplatno okretanje. Pažljivo sam pročitao uslove za klađenje (jer to često radim) i uverio se da nisam prekršio bilo koji od uslova korišćenja za sajt ili bonus. Imao sam sreće nekoliko puta tako da je moj bilans na kraju ispunio uslove za povlačenje i više nije bilo uslova za igranje bonusa. Međutim, postojao je limit za povlačenje od 100 USD, koji je bio deo sporazuma o bonusu, i to je bilo u redu, pošto sam ionako stigao na 100 USD.
Zatim sam nastavio da povlačim svoja sredstva i obavešten sam da moram da verifikujem svoj račun. Otpremio sam tražene dokumente i ubrzo nakon toga obavešten sam da je moja identifikacija verifikovana. Ponovo sam pokušao sa povlačenjem i obavešten sam da treba da se izvrši poslednji korak verifikacionog depozita kako bi se potvrdio kripto novčanik koji sam tražio gde će poslati moja sredstva za povlačenje. Preneo sam minimalnu vrednost BTC-a od 20 USD i kada je depozit počišćen, sajt me obavestio da sam deponovao sredstva. Zatim sam pokušao da se povučem poslednji put i obavešten sam da je povlačenje počelo. 1 sat kasnije nisam čuo ništa o povlačenju, pa sam proverio svoju aktivnost u podešavanjima naloga na sajtu, i pisalo je da je transakcija povlačenja odbijena/otkazana. Poslao sam poruku podršci preko njihovog onlajn ćaskanja i odmah sam obavešten da su bez ikakvog razloga odlučili da zatvore moj nalog i zadrže moj depozit.
Prilažem snimak ekrana koji sam napravio o konačnom obaveštenju iz onlajn ćaskanja.
Petronela,
Thanks for looking into this. So here is the details on my personal experience. I opened my account with thevirtualcasino.com and was gifted a signup free spin bonus. I read through the wagering requirements carefully (as I do this often) and made sure I didn’t violate any of the ToS for the site or the bonus. I got lucky a few times so that my balance ended up meeting the withdrawal requirements and there was no longer any bonus play through requirements. There was however a $100USD withdrawal limit, which was a part of the bonus agreement, and that was fine, as I had landed on $100USD anyways.
I next proceeded to withdrawal my funds and was informed I need to verify my account. I uploaded the requested documents and was notified shortly after that my identification was verified. I tried the withdrawal again and was notified that a final step of a verification deposit was to be made to validate the crypto wallet I was requesting where they would send my withdrawal funds. I transferred the minimum of $20USD worth of BTC and once the deposit cleared I was notified by the site saying I had deposited funds. I then tried my withdrawal a final time and was notified that the withdrawal had started. 1 hour later I hadn’t heard anything back about the withdrawal, so I check my activity in my account settings of the site, and it said the withdrawal transaction was declined/canceled. I messaged support via their online chat, and was promptly informed that for no reason whatsoever they decided to close out my account and keep my deposit.
I am attaching the screenshot I took of the final notice from the online chat.
Da li slučajno znate da li je neko u vašoj neposrednoj blizini ili društvenom krugu ikada ranije iskoristio besplatni bonus iz ovog kazina? Pitam jer je bilo slučajeva u kojima su pojedinci u neposrednoj blizini ili sa zajedničkim IP adresama bili označeni za zloupotrebu bonusa ili lažne aktivnosti, čak i ako nisu bili direktno uključeni. Zbog toga bi bilo korisno isključiti sve potencijalne sukobe ili komplikacije koje bi mogle nastati zbog prethodnih otkupa bonusa od strane drugih u vašoj blizini. Radujemo se Vašem odgovoru.
Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.
To je sjajno pitanje. A odgovor je da ne znam. Upravo smo se preselili u ovaj grad pre nekoliko meseci i tek treba da se „namestimo" u društveni krug. Moguće je, ali iskreno ne znam.
That is a great question. And the answer is I don’t know. We just moved to this city a few months ago and have yet to "settle in" with a social circle. It is possible, but I honestly don’t know.
Hvala vam puno, andiruda, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti kolegi Stefanu ( stefan.m@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, andiruda, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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.
Pokušao sam da kontaktiram kazino, ali nisam uspeo. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Mogu samo da vam preporučim da birate kazina prema njihovim recenzijama i ocenama u budućnosti kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Stefan, Kazino.Guru
Hello andiruda,
I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
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