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ViperSpin Casino - Igrač tvrdi da je kazino ignorisao njegov odgovorni zahtev za kockanje.
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25/07/2023
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The player from New Zealand reported a gambling problem to ViperSpin but has claimed their request for help was ignored. In his communication with the casino, he claimed they denied his earlier communication and shifted the blame. We rejected the complaint because the player didn't respond to our messages and questions.
Igrač sa Novog Zelanda prijavio je problem sa kockanjem ViperSpin-u, ali je tvrdio da je njihov zahtev za pomoć ignorisan. U komunikaciji sa kazinom, tvrdio je da su oni negirali njegovu raniju komunikaciju i prebacivali krivicu. Odbili smo žalbu jer igrač nije odgovarao na naše poruke i pitanja.
Bio sam član Viperspina 19. juna, poslao sam e-mail u kojem sam rekao da imam problem sa kockanjem i tada nisam odgovorio. Poslao sam im poruku danas rekavši da želim svoj novac nazad koji sam stavio u kasion od tada do sada, ali da budem iskren, ne želim više novac, želim da budu odgovorni za svoje postupke.
rekli su da je mejl koji sam poslao da imam problem sa kockanjem izmišljen kada mogu da dokažem da nije.
Oni pokušavaju da prebace krivicu za pogrešna dela na mene. Ja sam poštena osoba i da sam ja kriv prihvatio bih to, ali ovom prilikom je tu
Mnogi ljudi imaju problem sa kockanjem i šalju e-poruke za pomoć da ne budu zanemareni kako bi mogli da potroše više novca na casion Inc viperspins
Voleo bih da casion guru prođe kroz odgovarajuće kanale da brzo reaguje protiv ovog casiona zbog onoga što rade ljudima poput mene i onemogućavaju moju naviku kockanja.
Više sam nego srećan što šaljem e-poštu od mene i vipersin podrške tokom trajanja ovog izdanja.
Samo želim da ponovim da nisam ovde da vratim svoj novac, ovde sam zbog akcije protiv korumpirane kase koja deluje protiv ljudi koji su mislili da im mogu verovati
Molim vas pomozite 🙏
Hi casion guru
I was a member at viperspin on 19th of June I sent a email in saying I have a gambling problem with no response then . I msged them today saying I wanted my money back that I put into the casion from then till now but to be honest I don't want the money anymore I want them to be accountable for there actions .
they said the email that I sent saying I have a gambling problem was made up when I can prove that it wasn't .
They are trying to shift the blame for there wrong doings on there behalf to me . I'm a honest person and if it was me to blame I would accept it but on this occasion it's there's
Alot of people have a problem with gambling and they email for help not to be disregarded so they can spend more money at the casion Inc viperspins
I would like casion guru to go through the proper channels to have swift action against this casion for what they are doing to people like me and inabiling my gambling habit .
I am more then happy to send the emails from me and vipersin support during the length of this issue .
I just want to say it again I'm not here for my money back I'm here for action against a corrupt casion acting against people who thought they could trust them
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Pre nego što kontaktiramo kazino i pitamo za njihovo stajalište, da li biste mogli da mi prosledite originalnu e-poštu (ne snimak ekrana)? Moja adresa e-pošte je _KSKSKSKSKS_0@email.kkkkk . Da li ste u tom zahtevu naveli koliko dugo želite da vaš nalog bude suspendovan i razlog zašto?
Proverio sam odeljak Odgovorno kockanje na veb lokaciji i evo šta sam našao ( ovde ):
35. ODGOVORNO IGRE/KOCKANjE
35.1 Za one klijente koji žele da ograniče svoje kockanje, pružamo politiku dobrovoljnog samoisključenja, koja vam omogućava da zatvorite svoj nalog ili ograničite svoju mogućnost da postavljate opklade ili igru na veb lokaciji na period od najmanje šest meseci. Kada Vaš nalog bude samoisključen, nećete moći da ga ponovo aktivirate ni pod kojim okolnostima sve do isteka perioda izabranog prema ovom stavu. Po isteku perioda samoisključenja, imaćete pravo da ponovo počnete da koristite Usluge tako što ćete kontaktirati_KSKSKSKSKS_1@email.kkkkk.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear deetek,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward the original email to me (not a screenshot)? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found (here):
35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@viperspin.com.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Poslao sam vam svaku e-poštu koja sadrži svu dokumentaciju u vezi sa ovim slučajem, uključujući i onu koju sam poslao na početku slučaja jer imam problem sa kockanjem
Ako vam treba, mogu vam poslati depozite u vremenu od tog e-poruka
Srdačan pozdrav
Hi Petronela
I've sent you every email containing all documentation to do with this case including the one I sent at the start of the case for me having a gambling problem
If you need I can send you the deposits in the time since that email
Prvo, želeo bih javno da dodam da smo veoma svesni kada igrač pokuša da iznudi novac od kazina. Nažalost, često se dešava sve, od povraćaja naplate, do ovakvih slučajeva, ali ovi su za nas retkost. Ipak, morate biti donekle odgovorni za svoje postupke.
Drugo, Dominik je iz Australije, a ne sa Novog Zelanda.
Juče ste iz nasumične e-pošte nakon što je Live Chat odbio vaš bonus da biste, ako ne vratimo sva vaša sredstva, 'kontaktirali' kazino Gurua, ostavili lošu recenziju i kontaktirali nadležne organe za kockanje. Lično sam pregledao naše imejlove i nisam našao ništa od toga. Naše e-poruke ne mogu biti uklonjene, jer davalac licence uvek ima kopiju u okviru naše licence za kazino, npr.; SoftGamings. Dakle, nismo zabrinuti zbog e-pošte za uređivanje, ali sam priložio osnovne greške u vašem uređenom snimku ekrana.
Takođe ću dodati celu vašu istoriju, kao u prilogu. Vaši dobici u odnosu na gubitke (vi ste takođe u profitu).
Igrači nam mogu u bilo kom trenutku poslati e-poštu i zatražiti samoisključivanje kao što je Petronela pomenula pod različitim nivoima samoisključenja. Prvo, možete tražiti samoisključivanje na nedelju dana, na mesec, na neodređeno vreme. Međutim, dok se ne pomene problem sa kockanjem, nećemo trajno sami isključiti nalog. Ali kada bude, da, naravno. U ovom slučaju, vaša reč naspram naše reči, ne možemo da pronađemo nikakav dokaz u vašoj velikoj količini mejlova i kada sam zatražio kopiju, poslali ste veoma uređen dokument jer ne možete da vidite da se ništa ne uklapa u ovaj dokument što je veoma, čudno.
Imate prethodni slučaj ovde na Guruu, gde ste napali naš kazino tako što ste psovali u ćaskanju uživo, zatim napravili Guru slučaj i još jednom ste tražili novac koji je Guru takođe odbio.
U najgorem slučaju, imate više od 18 godina. Vi ste odrasla osoba, i ako ste poslali e-poštu, a niste odgovorili, zašto ne biste ponovo poslali e-poštu da razjasnite potvrdu? Mislim da je to zaista čudno. Bez ikakvog traga e-pošte u našem sistemu, ne možemo više ništa da uradimo, a nadoknada za koju nam stalno šaljete e-poštu (čak ni danas) se neće desiti.
Bez obzira na to, u trenutku kada ste nam to juče spomenuli, vaš nalog je trajno onemogućen.
Ovo su vaši prethodni imejlovi:
"
Dominik Cavdar < dcavdar1989@gmail.com >
Pet, 5. maj, 23:46
meni
zdravo, želeo bih da povučem sva svoja sredstva pošto si mi uzeo 20 hiljada zbog zloupotrebe bonusa kao što si rekao "
"
Dominik Cavdar < dcavdar1989@gmail.com >
Pon, 15. maj, 20:24
meni
zdravo Viperspin ovaj e-mail se odnosi na tužbu koju sam protiv vas uputio od mene, samo sam dvaput proverio da li je sve legalno, pošto ne igram toliko onlajn, bilo mi je čudno što biste tamo imali dugme za otkazivanje ako ne možete da ga otkažete. molim vas nemojte ovo shvatiti kao napad na vaš kazino. Samo sam pokušavao da pronađem poštenu opciju i pogrešio sam ovom prilikom "
Srdačan pozdrav, i Petronela kao i uvek tu smo da vam pomognemo u svemu što vam treba.
Hi Petronela, and hello Dominic.
Firstly, I would like to publicly add that we are very well aware when a player tries to extort a casino for funds. It does unfortunately happen often everything from charge backs, to cases such as this but these as a rarity for us. Nonetheless, you do need to be somewhat accountable for your own actions.
Secondly, Dominic is from Australia, not New Zealand.
Yesterday, you did out of random email after Live Chat rejected your bonus that if we did not refund all your funds, you would 'contact' casino Guru, leave a bad review, and contact the gambling authorities. I personally have gone over our emails and have found nothing of such. Our emails can not be removed, due to the licensor always having a copy within our casino license, EG; SoftGamings. So we aren't worried about a editing email, however I have attached the very basic wrongdoings in your edited screenshot.
I will also add your entire history, as attached. Your winnings vs losses (you are also in profit).
Players can email us at any time and request self exclusion as Petronela has mentioned under different levels of self exclusion. One, you can request a self exclusion for a week, for a month, indefinitely. However until a gambling problem is mentioned, we will not permanently self exclude the account. But once it is, yes of course we do. In this instance, it's your word vs our word, we can't find any evidence in your large amount of emails and when I asked for a copy you sent a very edited document as you can see nothing lines up in this document which is very, strange.
You have a previous case here on Guru, where you attacked our casino by swearing at live chat, then making a Guru case and once again, you were after money which was also rejected by Guru.
At the very worse case, you're over the age of 18. You're an adult, and if you emailed and didn't reply back why would you not re-email to clarify confirmation? I find that indeed odd. Without any trace of an email in our system, there's nothing further we can really do, and a reimbursement like you keep continuing to email us for (even today) will not be happening.
Regardless, the moment you DID mention this to us yesterday your account was permanently disabled.
These are your previous emails:
"
Dominic Cavdar <dcavdar1989@gmail.com>
Fri, 5 May, 23:46
to me
hi i would like to withdrawal all my funds since you took 20k off me because of the bonus being abuse as you said "
"
Dominic Cavdar <dcavdar1989@gmail.com>
Mon, 15 May, 20:24
to me
hello Viperspin this email is regarding the complaint made against you from me i was just double checking to see if everything was legit , since i dont play online that much i found it weird that you would have a cancel button there if you couldnt cancel it . please dont take this as a attack against your casino . i'm just was trying to find the fair option and i did i was in the wrong on this occasion "
Kind regards, and Petronela as always we are here to assist with anything you need.
Kao što se takođe vidi u nastavku, Petronela, ako možete da sakrijete ovu objavu od javnosti, pošto je ovo još jedan igrač u kazinu, ranije.
Jednom kada je zatražio samoisključivanje zbog zavisnosti od kockanja, nije mu dozvoljen povratak. Bio je veoma veliki igrač, ali naša politika je čvrsta. Takođe mi je drago da priložim mnoge vrste ovih e-poruka naših igrača koji pominju zavisnost od kockanja.
As also seen below, Petronela if you can please hide this post from public as this is another player on the casino, previously.
Once he requested a self exclusion due to gambling addiction he was not allowed back. He was a very large player but our policy is firm. I'm also happy to attach many types of these emails from our players that have mentioned a gambling addiction.
Kao što sam rekao u svom prvom komentaru, ne želim da mi se novac vrati, želim da se sud smatra odgovornim za nepreduzimanje radnji iz moje e-pošte koju sam poslao 19. juna rekavši da Inc imam problem sa kockanjem bez odgovora koji ste dodali verovatno je obrisao e-poštu na vašem kraju tako da nemate traga o njoj na vašem sistemu. Poslao sam sve razgovore Petroneli od prvog mejla vama prebacujući krivicu na mene.
Čak i ako sam u profitu, nisam poslao e-poštu jer imam problem i potrebna mi je pomoć i vaša je odgovornost kada vam neko pošalje e-poštu sa problemom kockanja da zatvorite nalog i ne odbacujete ga.
Takođe imajte na umu da samo zato što pokazujete drugog igrača to ništa ne znači jer to nisam ja.
Da li pokazujete da ste tom prilikom bili sposobni da isključite takvog igrača, ali ne i mene
Moja prošla istorija sa ćaskanjem ne bi trebalo da ima nikakve veze sa ovim razgovorom 🙄
Viperspins Prosledio sam stvarnu e-poštu guru timu u vezi sa problemom sa kockanjem i to ne možete lažirati.
Da vidimo da se izvučeš iz toga
Bez crtanja linija kroz snimak ekrana
Takođe mi je teško da poverujem da e-pošta jednostavno nestaje u vazduhu. Zar ti nije smešna Petronela 🤣
Mislim da se tvoji dani prebacivanja krivice bliži kraju
Hi viperspins and Petronela
As I said in my first comment I don't want my money returned to me I want the casion to be held accountable for not taking actions from my email I senton the 19th of June saying Inc I have a gambling problem with no responses added you possibly deleted the email on your end so you have no trace of it on your system . I've sent all conversations to Petronela from the first email to you passing the blame onto me .
Even if I'm in profit of not I emailed because I have a problem and I needed help and it's your responsibility when someone emails you with a gambling problem to close there account and not push it aside .
Also note that just because you show another player that doesn't mean anything because it's not me .
Are you showing that on that occasion you were capable to exclude such player but not me
My past history with chat should have nothing to do with this conversation 🙄
Viperspins I have forwarded the actual email to guru team regarding the I have a gambling problem and you can't fake that.
Let's see you get out of that one
Without drawing lines throught a screenshot
I also find it hard to believe that a email just vanishes in thin air . Don't you find that funny Petronela 🤣
I think your days of passing the blame are coming to a end
Ljubazno vas molim da mi pošaljete originalnu e-poštu od 19. juna kao prilog. Ako ga pošaljemo kao prilog, možemo osigurati da ostane nepromenjen, služeći kao čvrst dokaz da je e-poruka zaista poslata tog određenog datuma. Pored toga, neophodno je da proverite sa kazinom da su primili vaš zahtev i da ga obrađuju. Ako niste dobili nikakav odgovor od kazina posle 19. juna, da li ste još pokušali da ih kontaktirate ili da saopštite svoju zabrinutost?
Thank you to both parties for providing clarification.
Dear Deetek,
I kindly request you to send me the original email from the 19th of June as an attachment. By sending it as an attachment, we can ensure that it remains unaltered, serving as solid proof that the email was indeed sent on that specific date. Additionally, it's essential to verify with the casino that they have received your request and are processing it. If you haven't received any response from the casino after the 19th of June, have you made any further attempts to contact them or communicate your concerns?
Nije primljena nula poruka e-pošte na support@viperspin.com od Dominika u vezi sa 'pitanjima kockanja'.
Takođe vas molim da odložite svoje poruke pune drame, Dominik, bili smo samo pošteni prema vama kao igraču. Kao što je ranije objašnjeno, ne možemo samo dodati bonuse zbog toga ili kada to zahtevate.
Petronela, imajte na umu da ako smo IKAD propustili igrača iz bilo kog imejla, a oni su odgovorili navodeći da nismo odgovorili u vezi sa zavisnošću od kockanja/samoisključenjem, mi bismo to odmah ispravili sa igračem. Činjenica da čak i da je postojala šansa (iako ne postoji) nismo primili ovu e-poštu, smatramo da je čudno što igrač nije ponovo poslao poruku.
Svaki igrač koji ikada zatraži samoisključivanje, čak i ako ne odgovorimo putem naše 12-časovne e-mail podrške (live chat je 24/7), on šalje više od jednog e-maila i takođe zaključujemo da je finaliziran. Takođe mi je drago da pružim bilo koji od tih dokaza.
Srdačan pozdrav, i ako smo nešto propustili ili e-poruka nije primljena, to i dalje treba pratiti bez obzira na to. 🙂
There has been zero emails received to support@viperspin.com from Dominic in regards to 'gambling issues'.
Also please lay off your drama filled messages Dominic, we have been nothing but fair to you as a player. As explained previously, we can't just add bonuses for the sake of it or when you demand it.
Petronela, please note that if we EVER missed a player from any email and they did reply stating we didn't reply in regards to a gambling addiction / self exclusion we would amend this instantly with the player. The fact that even if there was a chance (even though there isn't) we didn't receive this email, we find it strange the player didn't message again.
Any player that ever requests a self exclusion, even if we do not reply by our 12 hour email support (live chat is 24/7) they send more then one email and we also conclude that it is finalized. Also happy to provide any of those evidences.
Kind regards, and if we have missed anything or an email has not been received it still should be followed up regardless. 🙂
Kao što svi znate, imam problem sa kockanjem. Kada mi nisu odgovorili, nastavio sam da se kockam, a u stvari, ako nisu zanemarili imejl, bio bih primoran da se zaustavim tu i tada. Takođe u ovom dobu tehnologije teško je poverovati da nikada niste primili e-poštu kada kopija koju sam poslao Petroneli dokazuje da je e-mail poslat 19. jula. Sad kaže propušteno lol da si ga sada našao
Činjenica je da nije važno da li je poslato 1 ili 5 mejlova, oni su to zanemarili i sada lažu o činjenici da je e-mail poslat na prvom mestu i izmišljaju priču o tome da je uređen kako bi odgovarao Dnevni red.
Takođe viperspin poruke ispunjene dramom nisu toliko omalovažavajuće kao optuženi za laganje i uređivanje mejlova kao što ste me optužili za to u stvari treba da pokaže svima koje ste društvo kao casion
Takođe dozvolite mi da dodam ovo ako mi se desilo koliko se drugih tamo dogodilo
Da li je vaš casion revidiran od strane komisije za igre na sreću?
As you all know I have a gambling problem . When they didn't reply I went on gambling when in fact if they didn't disregard the email I would of been forced to stop there and then . Also in this age of technology it's hard to believe that you never received the email when infact the copy that I sent Petronela proves that the email was sent on the date of the 19th of July . Now there saying missed lol you found it now
The fact of the matter is it doesn't matter if it was 1 or 5 emails sent they disregarded it and now they lie about the fact of the email being sent in the first place and make up a story of it being edited to suit there Agenda.
Also viperspin the drama filled msg are not as belittling as be Accused of lying and editing of emails as you accused me of that in fact it should show everyone what company you are as a casion
Also let me add this if it's happened to me how many others on there casion has it happened to
Has your casion been Audited by the gaming commission ?
Zdravo Deetak, kao što je pomenuto, nismo dobili/primili nijednu e-poštu u kojoj se pominje ono što ste spomenuli. Nema potrebe da lažemo o ovome i naša reputacija u industriji do sada je zapravo veoma dobra za kazino star dve godine. Uvek ste bili isplaćeni brzo i pomagali koliko god je to bilo moguće.
Vi sada pominjete 19. juli, ali ste rekli da je imejl bio 19. jun? Koji je..
Ne brinite da ćemo biti pod revizijom, mi poštujemo propise Curacao-a i da, dobrodošli ste da preduzmete bilo šta dalje prema sopstvenoj odluci, mi nismo u fazama jer imamo dobar odnos sa Softgamingom + našim davaocem licence i regulatorom.
Hi Deetak, as mentioned we have not got / received any emails mentioning what you have mentioned. We have no need to lie about this and our reputation in the industry so far, is actually very good for a two year old casino. You have always been paid out swiftly, and assisted as much as possible.
You're now mentioning the 19th of July, but you said the email was the 19th of June? Which one is it..
Please do not worry about us being audited, we follow Curacao regulations and yes you're welcome to take anything further at your own decision we are not phased as we have a good relationship with Softgaming + our licensor and regulator.
Zdravo viperspin samo još jedno pitanje pošto sam isključen ili mi nije dozvoljen povratak na vaš sajt zašto primam sms za vip bonus jul 4. zar to ne bi trebalo da bude isključeno za mene
Ili ne radite svoj posao kako treba
Hi viperspin just another question since I'm excluded or not allowed back on your site why am I receiving sms for vip bonus July4 shouldn't that be turned off for me
Kao što sam ranije pomenuo, da li biste mogli da prosledite svoj prvobitni zahtev za samoisključivanje kao prilog na _KSKSKSKSKS_0@email.kkkkk ?
Ranije, ako ste poslali zahtev kazinu i niste dobili odgovor, ali je vaš nalog ostao dostupan, bilo bi mudro učiniti dodatne pokušaje da ih kontaktirate kako biste osigurali prihvatanje i prijem vašeg zahteva. Da li ste ranije pokušavali da dođete do kazina?
Dear Deetek,
As I mentioned earlier, could you please forward your original request for the self-exclusion as an attachment to petronela.k@casino.guru?
Previously, if you had sent a request to the casino and didn't receive a reply, but your account remained accessible, it would have been prudent to make additional attempts to contact them to ensure the acceptance and receipt of your request. Did you make any such attempts to reach out to the casino in the past?
Takođe sam razgovarao sa Viperspon chat-om o tome da se isključim pre e-pošte poslatog 19. juna. Nisam ovo ranije pominjao jer mi je ćaskanje rekao da kontaktiram e-poštu podrške i to sam uradio 19. juna
Već sam vam prosledio e-poštu
Da li želite da prosledim imejl kao prilog?
I takođe Petronela su mi poslali bonus vip 100% nakon mog isključenja kao što je priloženo gore.
Takođe, Petronela, nikada niste odgovorili na moje pitanje o tome kako e-pošta može nestati u današnje vreme u kome živimo?
Takođe postoji softver koji može da prati imejl i vidi da li je otvoren na drugom kraju, više sam nego srećan ako bi regulator želeo tu informaciju 😀
I have also talk to the viperspon chat about self excluding myself before the email sent on the 19th of jun . I didn't bring this up early because chat told me to contact support thought email and that's what I did on the 19th of jun
I've already forwarded the email to you
Would you like me to forward the email as a attachment?
And also Petronela they sent me a bonus vip 100% after my exclusion as attached above .
Also Petronela you never answered my question in regards to how a email can go missing in this day and age that we are living in ?
Also there are software out there that can track the email and see if it's been opened on the other end I'm more then happy if the regulator would want that information 😀
Zdravo Dominik, nema problema, nismo zabrinuti. Dobijamo veoma slične mejlove od ljudi koji pokušavaju da iznude kazino.
Naš davalac licence neće imati problema, kao ni Guru sa onim što moramo da obezbedimo.
Kao što je pomenuto, momentalno blokiramo svakoga ko pominje problem kockanja, inače bismo imali mnogo više slučajeva koji se slažu na isti način kao kada ste mislili da ste u pravu u prethodnom slučaju na Guruu.
PS: Nakon što smo pregledali vaš nalog i pogledali ga dalje da bismo se uverili da ništa nismo propustili, naše odeljenje bezbednosti je primetilo da ste kliknuli da se ne nalazite u Australiji na iskačućem prozoru kazina, ali igrate iz Australije. .
U svakom slučaju, vaš nalog je zatvoren onog trenutka kada smo to primetili. Molimo vas da shvatite da morate biti 100% tačni i da govorite istinu u onlajn kazinima, inače oni takođe mogu da uklone vaš balans.
Ćaskajte sa vama tamo, isključeni ste i više neće doći do kontakta putem naših imejlova za podršku.
Srdačan pozdrav
Viperspin podrška
ovo je bila e-pošta poslata od Vipersin-a u kojoj se kaže da sam isključen skoro mesec dana kasnije
poslao sam e-poštu kao prilog
Tue, 25 Jul, 13:45
Hi Dominic, no problem at all we aren't worried. We get very similar emails from people that try to extort the casino.
Our licensor will have no issues, nor will Guru with what we have to provide.
As mentioned, we block anyone instantly that mentions a gambling issue otherwise we'd have a lot more cases stacking up the same as when you thought you were right on a previous case on Guru.
PS: After going over your account and looking further into it to make sure we did not miss anything, our security department has noticed you clicked that you are not located in Australia on the pop-up casino box, but you are playing from Australia..
Either way, your account was closed the minute that we noticed that. Please understand you must be 100% accurate, and tell the truth on on-line casinos otherwise they can also remove your balance.
Chat to you on there, you are excluded and no further contact will happen through our support emails.
Kind regards
Viperspin Support
this was a email sent from vipersin saying i was excluded almost 1 month later
Zdravo Dominik, ovo je zaista tačan email zbog činjenice da ranije niste spomenuli zavisnost od kockanja.
Ni jednom niste ponovo poslali e-poštu da razjasnite propuštenu e-poštu.
Bez obzira na to, neće biti ništa dalje u naše ime, vaš nalog je trajno zatvoren bez mogućnosti da se ponovo otvori zbog vaše zavisnosti od kockanja.
Srdačan pozdrav
Hi Dominic, that is a indeed accurate email due to the fact you did not mention a gambling addiction prior.
Not once did you re-email to clarify any missed email either.
Regardless, there will be nothing further on our behalf, your account is permanently closed without the chance to be re-opened due to your gambling addiction.
Hvala, deetek, na originalnoj e-poruci. Iz trenutnih informacija, izgleda da je mejl zaista poslat kazinu 19. juna. Kao što sam ranije pomenuo, ako vaš zahtev nije odmah rešen, da li ste još pokušali da kontaktirate kazino i obavestite ih o svom problemu sa kockanjem?
Thank you, deetek, for the original email. From the current information, it appears that the email was in deed sent to the casino on June 19th. As I mentioned earlier, if your request hasn't been promptly addressed, have you made any additional attempts to contact the casino and inform them about your gambling problem?
Zdravo Petronela, nema e-pošte koju smo primili, tako da ne mogu ništa da uradim da to pratim.
Upravo sam ponovo proverio i još uvek ne mogu da nađem ništa što ima veze sa zatvaranjem ili bilo kojom e-poštom koja kaže da je zatvorena od tada.
Bez naknadne e-pošte da nema odgovora, zaista ne možemo pomoći u ovome.
Primamo na hiljade e-poruka dnevno, ali definitivno dajemo sve od sebe, ali opet bez praćenja to čini gotovo nemogućim i ovo je prvi slučaj koji smo iskusili u kojem se nikada nije dogodilo nikakvo praćenje.
Izvinjavamo se Dominiku ako ste propustili vašu e-poštu. Molimo vas da shvatite da ljudi ponekad mogu napraviti greške 🙂
Hi Petronela, there is no email that we have received so there's nothing I can really do to follow it up.
I have just re-checked and still can not find anything to do with a closure, or any email that states to be closed since then.
Without a follow up email to having no reply, we really can't assist on this.
We receive thousands of emails per day but definitely do our absolute best, but again with no follow up it makes it almost impossible and this is the first case we've experienced where no follow up has ever happened.
We do apologize Dominic if your email was missed. Please understand humans can make errors at times 🙂
Viperspins, ako ste rekli da ste propustili na početku ove diskusije, to bi bila druga priča, ali izmišljanje da sam lažirao e-poštu kao i vi je u najmanju ruku malo sumnjivo. Razumem ako ste zauzeti i ako ste to rekli na početku, to je druga priča i da preuzimate krivicu za svoje postupke bilo bi dovoljno da me zadovoljite.
Ali zar nisi, otišao si ne preuzimajući odgovornost za svoje postupke...
Viperspins ako se izvinite za svoje pogrešne postupke i zanemarite moju e-poštu zbog mog problema sa kockanjem i samo priznate svoje postupke i laži za koje ste me okrivili za lažnu e-poštu Inc. Zaustaviću ovu žalbu
Viperspins if you said missed at the start of this discussion it would be a different story but making up that I faked a email as you did is a bit fishy to say the least . I understand if your busy and if you said that at the start it's a different story and you taking the blame for your actions would of been enough to satisfy me .
But you didn't you went along not claiming and responsibility for your actions ...
Viperspins if you apologise for your wrong doings aof disregarding my email for my gambling problem and just own up to your actions and the lies that you blamed me for Inc fake email I'll stop this complaint
Samo da potvrdim, da li sam dobro razumeo da niste poslali nijednu e-poštu posle one za koju se čini da je propuštena?
Imajte na umu da ako ne dobijete potvrdu od kazina o uspešnom prijemu i prihvatanju vašeg zahteva za samoisključivanje, naše opcije za pomoć su ograničene. Sve dok kazino ne potvrdi vaše samoisključivanje, vaš nalog će ostati aktivan i možda ćete morati da pokušate da ga zatvorite. Razumem da ovo nije idealna situacija, ali trenutno je to jedini način da se osigura da će vaš zahtev biti pravilno primenjen.
@ViperSpin kazino,
Možete li, molim vas, proslediti transkript ćaskanja uživo igraču na zahtev?
@deetek,
Just to confirm, am I understanding correctly that you haven't sent any further emails after the one that appears to have been missed?
Please be aware that if you do not receive a confirmation from the casino regarding the successful receipt and acceptance of your self-exclusion request, our options for assistance are limited. As long as the casino does not confirm your self-exclusion, your account will remain active, and you may need to make additional attempts to close it. I understand that this is not an ideal situation, but currently, it is the only way to ensure that your request will be properly applied.
@ViperSpin Casino,
Could you please forward the live chat transcript to the player as requested?
Zdravo Petronela, nema problema u vezi sa imejlovima igrača koji će mu moj tim proslediti danas.
Ništa se dalje nije pominjalo, a ja sam i dalje snažno naglasio da nismo dobili e-poštu od ovog igrača, inače bismo se ponašali u skladu sa tim kao i uvek.
Srdačan pozdrav
Hi Petronela, no problem regarding the players emails my team will forward them to him today.
Nothing was mentioned further, and I still put with strong emphasis that we did not receive an email from this player otherwise we would have acted accordingly as always.
Jedina stvar koju ste pomenuli za podršku uživo je kako da zatvorite svoj nalog, o čemu su vas obavestili da nam pošaljete mejl. Još uvek nismo primili tu originalnu e-poruku, a kao što smo pomenuli od nas u Petroneli, niste to pratili putem naše e-pošte.
U trenutku kada ste to uradili, bili ste zabranjeni.
Srdačan pozdrav
The only thing you have mentioned to live support was how to close your account, which they informed you to email us. We still did not receive that original email, and as mentioned from ourselves at Petronela, you did not follow this up via our email.
Možete li da navedete tačan datum kada je vaš nalog konačno blokiran?
Takođe želim da razjasnim sadržaj vašeg razgovora uživo koji se dogodio 26. juna. Tokom te interakcije, niste tražili samoisključivanje; umesto toga, izrazili ste želju da dobijete besplatne okrete. Pomenuli ste da ako ovi besplatni bonusi ne budu odobreni, nameravate da eskalirate stvar podnošenjem žalbe Casino.Guru-u. Iako ste primetili da ste nedelju dana pre ovog ćaskanja poslali poruku e-pošte o samoisključenju, bez odgovora, agent za ćaskanje uživo vas je savetovao da pošaljete drugu e-poštu odgovarajućem odeljenju. To je zato što svi delovi kazina ne mogu primeniti samoisključivanje i blokiranje naloga.
Could you please specify the exact date on which your account was ultimately blocked?
I also want to clarify the content of your live chat conversation that occurred on June 26th. During that interaction, you did not request self-exclusion; instead, you expressed a desire to receive Free Spins. You mentioned that if these complimentary bonuses were not granted, you intended to escalate the matter by filing a complaint with Casino.Guru. While you did note sending a self-exclusion email a week before this chat, with no response received, the live chat agent advised you to send another email to the appropriate department. This is because not all sections of the casino can implement self-exclusion and account blocking.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear deetek,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Sa žaljenjem vas obaveštavamo da moramo da odbacimo ovaj konkretan slučaj zbog nedostatka odgovora igrača na naše poruke i pitanja. Kao rezultat toga, nismo u mogućnosti da nastavimo sa bilo kakvom daljom istragom niti da pružimo potencijalna rešenja za rešavanje ovog problema. Međutim, želimo da naglasimo da igrač zadržava mogućnost da ponovo otvori ovu žalbu u bilo kom trenutku u budućnosti ako odluči da to učini. Ostajemo otvoreni i voljni da pomognemo u rešavanju problema ako igrač odluči da nastavi komunikaciju.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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