NaslovnaPritužbeViperSpin Casino - Povlačenja igrača su obustavljena.
ViperSpin Casino - Povlačenja igrača su obustavljena.
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A$280.000
ViperSpin Casino
Index sigurnosti:Visok
Sigurnosni indeks
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:
16/01/2023
Slučaj je otvoren
Trenutni status
Čekamo da igrač odgovori
4d 3h 54m 38s
Rezime slučaja
pre 3 dana
Prevod
The player from Australia had his payments halted for an unknown reason. He reported that after he had won and withdrawn some funds, his account was put under review and subsequently, he received no additional payments. The casino claimed that the player didn't provide enough documents to meet their AML requirements, and the player's account was associated with potential money laundering tactics. Despite the player's insistence that he had sent all necessary documents, the casino maintained that the evidence wasn't satisfactory and stopped further communication, advising the player to seek resolution through a regulator. After numerous attempts to resolve the issue, the case remained unresolved, with the Complaints Team waiting for a decision from the regulator.
Igraču iz Australije su obustavljene isplate iz nepoznatog razloga. On je prijavio da je nakon što je osvojio i podigao neka sredstva, njegov račun stavljen na pregled i da kasnije nije primio dodatne uplate. Kazino je tvrdio da igrač nije dao dovoljno dokumenata da ispuni svoje AML zahteve, a račun igrača je bio povezan sa potencijalnom taktikom pranja novca. Uprkos insistiranju igrača da je poslao svu neophodnu dokumentaciju, kazino je ostao pri stavu da dokazi nisu bili zadovoljavajući i prekinuo je dalju komunikaciju, savetujući igrača da traži rešenje preko regulatora. Nakon brojnih pokušaja da se problem reši, slučaj je ostao nerešen, a Žalbeni tim je čekao odluku regulatora.
Zdravo, osvojio sam 300.000 još u maju na viperspin.com. Dobio sam 2 uplate od 3200, a onda sam 15. maja primio e-poruku u kojoj su mi rekli da zatvaraju moj nalog i da pregledaju moj nalog za pranje novca i da će mi se vratiti za 7 do 10 dana i od tada nisam dobio ni reč. Bio sam u razgovorima sa strimerom koji igra tamo kazino i on mi je nekoliko puta rekao da će početi da plaćaju deo novca za otvaranje novog naloga i da će početi, ali zar nisam poslao bezbroj mejlova traži ažuriranja bez odgovora.
Hi I won 300,000 back in may at viperspin.com I received 2 payments of 3200 and then I received a email on the 15th of may saying they where closing my account and reviewing my account for money laundrieing and they would get back to me in 7 to 10 days and I haven't received a word since. I have been in talks with a slot streamer that plays there casino and he has told me a few times that they where going to start paying some of the money to open a new account and they would start but haven't I have sent countless emails asking for updates with no reply.
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, da kažete da li je kazino odobrio ceo iznos od 300.000 dolara i da je potom podeljen na nekoliko rata? Da li sam dobro razumeo da je primljeno samo 6.400 dolara?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Boofa83,
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 the entire amount of $300,000 has been approved by the casino and subsequently split into several installments? Do I understand correctly that $6,400 has been received only?
Da, primio sam 2 uplate od 3200 jer dozvoljavaju samo 3200 nedeljno i igrao sam malo dok mi nisu poslali imejl da sam stavljen na pregled da je tamo 15. maja prošle godine ostalo 280.000. Imam ekran snimak kada sam imao 370.000 unutra
Yes I received 2 payments of 3200 because they only allow 3200 a week and I played for a bit untill they sent me the email that I'd been put under review there was 280,000 left in there on the 15th of may last year I have screen shot of when I had 370,000 in there
Morao sam da navedem podatke o izvoru bogatstva i prihoda, što sam i uradio, a reklamni agent mi je rekao da će mi isplatiti 50 hiljada u novembru i nisam dobio ništa, a onda sam dobio 3200 1. januara iz vedra neba u novi nalog, onda ništa od tada, jer sam se našao sumnjivim. Pitao sam uživo ćaskanje o svom nalogu i rekli su da je moj nalog b**** 1@hotmail.com kao da nikada nije registrovan, imam sve snimke ekrana
I had to provide source of wealth and income details witch I did and I've been told by the slot streamer they would pay me out 50k in Nov and I received nothing then I received 3200 on the 1st of January out of the blue in the new account then nothing from then witch I found fishy I ask live chat about my account and they said my account b****1@hotmail.com is like it was never registered I have screen shots of all of it
Hvala ti, Boofa83, na odgovoru i svim prosledjenim relevantnim komunikacijama. Možete li molim vas da nam kažete da li ste sakupili svoje dobitke sa ili bez i aktivnim bonusom i koje ste igre igrali?
Thank you, Boofa83, for your reply and all the forwarded relevant communication. Could you please advise if you accumulated your winnings with or without and active bonus and which games you were playing?
Prvobitno smo tražili od Adama dokaze u vezi sa pranjem novca s obzirom da je naša politika protiv pranja novca bila prilično stroga. Dokumenti nisu dati u vremenskom okviru, periodu. Nije bilo pokušaja da se obezbede računovodstveni dokumenti koji opravdavaju njegove depozite tog iznosa, a klađenje je veoma slično taktici pranja novca. Omogućili smo više od mesec dana za taj proces. Opet, nikakvi dokumenti nikada nisu direktno dostavljeni našem kazinu kako je traženo.
Pored toga, isplaćeno je preko 50.000 dolara + kao dobra volja, koja je u prilogu za vaše gledanje.
Takođe imajte na umu da su povučena sredstva znatno iznad onoga što je deponovano.
Adam je pretio našoj podršci za ćaskanje uživo za više sredstava, a mi smo mu rekli da je dobrodošao da otvori slučaj gurua ili bilo koga drugog za koga smatra da je to potrebno.
Reference:
Sekcija
5:5. VERIFIKACIJA VAŠEG IDENTITETA; ZAHTEVI ZA SUZBIJANjE PRANjA NOVCA
8.5.2 sve provere koje se odnose na verifikaciju vašeg identiteta; Uslove za pranje novca smo ispunili na naše zadovoljstvo; i
Jedan od naših strimera, koji nije umešan u kazino, pokušavao je da pomogne Adamu, ali kao što smo spomenuli strimeru, ovo nema nikakve veze sa njim, ili bilo čime što bi on mogao da 'pomaže'. Taj strimer je uspeo da se dogovori sa jednim od naših menadžera da dozvoli dodatnih 10.000 dolara, iz ljubaznog gesta unutar zajednice koju je menadžment odobrio. Takođe je već primio nekoliko hiljada toga, a sada ima i ovaj slučaj. Ništa više neće biti plaćeno.
Takođe ćemo dodati da su duplirani računi takođe deo ovoga. Lista se zaista nastavlja.
Smatramo da smo bili više nego pošteni prema Adamu, isplatili smo više nego što je zasluženo za slučaj koji još uvek nije rešen jer naš KIC tim nikada nije zadovoljio stvarni traženi dokument.
Nećemo dalje obraćati pažnju na ovu stvar, bavićemo se ovim samo preko Gurua.
Originally we asked Adam for evidence regarding money laundering with our AML policy being rather strict. The documents were not given in a time frame, period. There has been no attempt to provide accounting documents that justify his deposits of that amount, and the betting is very similar to a money laundering tactic. We did allow well over a month for that process. Again, no documents were ever provided to our casino directly as requested.
In addition, paid out over $50,000 + as good will, which is attached for your viewing.
Please also note the funds withdrawn are well over what has been deposited.
Adam was threatening our live chat support for more funds, and we told him he is welcome to open a case on guru, or anyone else that he feels required to do so.
References:
Section
5:5. VERIFICATION OF YOUR IDENTITY; ANTI-MONEY LAUNDERING REQUIREMENTS
8.5.2 any Checks referred to Verification of Your Identity; Money Laundering Requirements have been completed by us to our satisfaction; and
One of our streamers, who has no involvement within the casino was trying to assist Adam, but as we've mentioned to said streamer this has nothing to do with him, or anything he may 'assist' with. That streamer did manage a deal with one of our managers to allow a further $10,000 out, out of a kind gesture from within the community which management approved. He has also already received several thousand of that, and then well now has this case. Nothing further will be paid.
We will also add, that duplicate accounts are also a part of this. The list really does go on.
We feel we've been more then fair to Adam, paid out more then what was deserved for a case that was still not solved due to the actual requested document was never satisfied to our KYC team.
We will be not be putting attention to this matter further, we will only deal with this via Guru.
Zdravo Adame, kao što je ranije pomenuto, strimer nije uključen u kazino. Veoma ste svesni e-pošte koju koristimo i ćaskanja uživo. Takođe možemo da obezbedimo dnevnike ćaskanja uživo ako je potrebno Guruu preko tima koji vam pomaže. Dok je strimer postigao dogovor sa menadžerom iz dobre volje, i oni su bili srećni da isplate taj iznos, ali sada je vaš nalog onemogućen na vašem sekundarnom nalogu. Bilo koji drugi aranžman sa kojim vam je strimer pomogao, nismo sigurni, ali to nije ništa zvanično što odražava kazino.
Poreski dokument nije dovoljan, isto što smo ranije objasnili, potrebni su nam bankovni izvodi + tačan KIC vašeg poslovnog prihoda pošto se izjašnjavate kao samozaposleni.
Povučena sredstva mogu biti prikazana i na zahtev Gurua, ali smo ih takođe priložili i zabrisali privatne podatke jer nisam siguran šta su objavili.
Sačekaćemo odgovor gurua pre nego što se bilo šta doda, imajte na umu da možemo da obezbedimo sva povlačenja koja su prihvaćena i sve evidencije plaćanja.
Takođe imajte na umu Adame, pošto ste primili više od 50.000 $Guru ne može da obezbedi akciju za nas da platimo preostalo. Naša odluka je već doneta u to vreme da ne možete da priložite traženu dokumentaciju 6+ meseci, iako smo vam dozvolili da povučete više sredstava jer volimo da brinemo o svim igračima, međutim pranje novca je ozbiljan prekršaj i mi nećemo biti prevaren ili olako shvaćen.
Petronela ako želite da koristite tim za gledanje / timski razgovor za proveru povlačenja, obavestite me u bilo kom trenutku i možemo da organizujemo poziv uživo zajedno po EU vremenu.
Hi Adam, as previously mentioned a streamer has no involvement within the casino. You are very well aware of the email that we use, and the live chat. We can also provide live chat logs if needed by Guru over the team assisting you. Whilst the streamer did get a deal with a manager out of good will, and they were happy to pay that amount out but now your account has been disabled on your secondary account. Any other arrangements that the streamer has helped you with, we are not sure but that is nothing official that reflects the casino whatsoever.
A tax document is not sufficient, the same we have previously explained we require banking statements + a correct KYC of your business income as you declare yourself as self employed.
The funds withdrawn can be shown more also at Gurus request, however we have also attached them and blanked out private information as I am not sure what it published.
We will wait for gurus reply before anything further is added, please note we can supply all withdrawals that were accepted and all payment logs.
Please also note Adam, seeing as you have received well over $50,000Guru can not provide an action for us to pay any remaining. Our decision was already made at the time that you could not produce the required documents for 6 + months even though we did allow you to withdraw more funds as we do like to look after all players however money laundering is a serious offence and we will not be frauded or taken lightly.
Petronela if you would like to use team viewer / team speak to check the withdrawals please let me know at any time and we can organise a live call together with EU time.
Imamo mnogo igrača koji zarađuju preko 3.200 dolara nedeljno.
U prilogu su na primer granice igrača koje dozvoljavamo da budu veće. Adame, ti si vrlo dobro svestan da možemo da podignemo limite na osnovu nivoa igrača + fluktuacije.
We have many players that are over $3,200 per week.
Attached for example is a players limits that we allow to be higher. Adam, you are very well aware that we can raise limits based on the players level + turnover.
Adame, bez obzira šta Guru pomene, neće biti ništa dalje u naše ime pod sumnjom za pranje novca. To smo vam već primetili pre mnogo, mnogo meseci. Ništa dalje od nas neće biti objavljeno.
Adam, regardless of what Guru mentions here there will be nothing further on our behalf under the suspicion from money laundering. We have already noted this to you many, many months ago. Nothing further from us will be posted.
Odbili ste moj zahtev za povećanje limita od 3200 navodeći da nisam dovoljno predao i da nivoi nisu bitni, da ćete ga imati, ali nećete to staviti
U denied my request of rising my limit of 3200 stating I hadn't turned over enough and that levels didn't matter u would have it but u won't put that up
I pokazuje 15 broja povlačenja, prikazuje sva povlačenja i adresa na njima, kladim se da se ne poklapaju, samo 4 će mi biti 3 od 3200 dolara i 1 od 900
And it shows 15 count of withdrawals show all withdrawals and the address on them please I bet they don't match only 4 will be to me 3 of $3200 and 1 of 900
Hvala vam puno, ViperSpin Casino tim , na vašoj e-poruci. Zbog razloga koje ste naveli u svom odgovoru, tajmer ćemo postaviti na tri nedelje dok osoba koja je odgovorna za ovaj slučaj ne bude dostupna.
Dragi Boofa83 ,
Hvala unapred na strpljenju.
Thank you very much, ViperSpin Casino team, for your email. Due to the reasons that you mentioned in your reply, we will set the timer for three weeks until the person who's responsible for this case will be available.
Budite strpljivi jer osoba koja je odgovorna za vaš slučaj trenutno nije dostupna. Hvala vam unapred na strpljenju i razumevanju.
Dear Boofa83,
Please bear with us as the person who's responsible for your case is not available at this moment. Thank you very much in advance for your patience and understanding.
Hvala obema stranama na ažuriranjima. Koliko sam shvatio, aktivno stanje na računu igrača je bilo preko 290 hiljada dolara+ oko 15. maja 2022. Prema snimcima ekrana igrača, neki dokumenti su poslati pet dana kasnije. Da li bi kazino mogao da razjasni u čemu je bio problem i zašto dokumenti nisu prihvaćeni?
Thank you both sides for the updates. From what I understood the active balance on the player's account was well over $290K+ around May 15th, 2022. According to the player's screenshots, some documents were sent five days later. Could the casino clarify what was the problem and why the documents were not accepted?
Zdravo Petronela, u procesu smo dobijanja evidencije svakog opklada. Imajte na umu da je na našoj zadnjoj strani dostupno mesec dana, ali mi pokušavamo da ga uskladištimo u Ekcel dokument za vas direktno od provajdera igara.
Hi Petronela, we are in the process of getting each bet log. Please note on our back end it's available one month at a time but we are trying to store it into a excel document for you from the gaming provider directly.
Hvala, ViperSpin kazino, na ažuriranju. Razumem da bi dobijanje istorije igara igrača moglo potrajati. Možete li u međuvremenu da nam kažete šta je bio problem sa dokumentima igrača?
Thank you, ViperSpin Casino, for the update. I understand that getting the player's game history might take a while. Could you please advise, in the meantime, what was the issue with player's documents?
Hvala vam puno, obe strane, na pružanju svih potrebnih informacija.
Ovu žalbu ću sada preneti kolegi Mateju ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti na pomoći. Želim ti, Boofa83, puno sreće i nadam se da će se tvoj problem rešiti na tvoje zadovoljstvo u bliskoj budućnosti.
Thank you very much, both sides, for providing all the necessary information.
I will now transfer this complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you, Boofa83, best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo matej hvala ti na pomoći oko mog slučaja. Upravo sam ti poslao e-mail sa mojim plaćama tokom 6 meseci koliko sam igrao u kazinu. Obavestite me da ste ga primili. Mogu da dobijem i svoje bas izjave ako je potrebno, kao što vidite u e-poruci koju sam zaradio preko 110.000 aus za 6 meseci
Hi matej thank you for helping with my case I just sent you an email with my pays over the 6 months I was playing with the casino. Please let me know that you receive it I can get my bass statements as well if needed as u can see in the email I earned over 110,000 aus in the 6 months
Dobio sam vaše snimke ekrana i razumem zašto vas kazino sumnjiči za pranje novca.
Objasniću vam kako kazino to vidi:
Dokazali ste kazinu da ste u proteklih šest meseci primali značajnije sume novca (neredovno - jer se isplate nisu vršile kao tipična plata jednom mesečno). Međutim, niste pružili dokaze da vlada zna da ste primili taj novac i platili porez. U očima kazina, ili vam je neko dao ovaj novac, ili ste radili i primili novac bez plaćanja poreza. (siva ekonomija).
Dakle, sve što treba da uradite je da dokažete da plaćate porez od novca koji ste zaradili. To bi trebalo da bude dovoljno.
Hello Boofa83,
I received your screenshots and understand why the casino suspects you of money laundering.
I will explain to you how the casino sees it:
You proved to the casino that in the past six months, you received more significant amounts of money (irregularly - because the payments were not made as typical salary once per month). However, you didn't provide evidence that the government knows you received that money and paid the tax. In the casino's eyes, either somebody gave you this money, or you worked and received the money without paying taxes. (grey economy).
So all you should do is prove that you pay taxes from the money you earned. That should be enough.
Hvala vam što ste mi se vratili i ovako objasnili. Sada razumem kada ste mi to objasnili. Bilo bi od pomoći da su to ovako objasnili i da su mi odgovorili nakon što sam poslao svoje poreske dokumente.
Razlog zašto sam plaćen u ovim različitim iznosima je zato što radim za sebe i dobijam plaću samo za poslove koje završim.
Proslediću vam danas kroz svoje poreske dokumente.
Hvala vam mnogo na vašoj pomoći. Uskoro ću se javiti sa poreskim dokumentima.
Hi Matej!
Thank you for getting back to me and explaining thus. I do understand now that you've explained it to me. It would have been helpful if they explained it this way and also replied after I had sent my tax documents.
The reason I get paid these different amounts is because I work for myself and only get paid for the jobs I complete.
I will forward you through my tax documents today.
Thank you very much for your assistance. I will be in touch shortly with the tax documents.
U ovom slučaju postoje dve različite verzije onoga što se dogodilo od početka.
Sporni iznos se ne poklapa. Kazino je predstavio dnevnik igre koji pokazuje da je igrač izgubio traženi novac istog dana kada je račun zatvoren.
Nakon ponovnog otvaranja naloga, Boofa83 je nastavio da igra. (zašto ako mu je kazino ukrao 280 hiljada?)
Zašto kazino nije pomenuo da je igrač potrošio svoje stanje na početku slučaja?
To su pitanja koja imam na umu.
Dear casino representative and Boofa83.
In this case, there are two different versions of what happened from the beginning.
The disputed amount does not match. The casino presented a game log indicating that the player lost his claimed money the same day the account was closed.
After reopening the account, Boofa83 continued to play. (why if the casino stole 280k from him?)
Why did the casino not mention that the player spent his balance at the beginning of the case?
Zdravo MateJ, kao što je ranije objašnjeno, bili smo pod različitim rukovodstvom tokom ovog slučaja koji je poslat e-poštom. Ne možemo kontrolisati različite ishode različitog osoblja / niti mišljenja.
Bili smo veoma transparentni sa celom evidencijom opklada, koju je naš najnoviji menadžer pregledao i dostavio vam i takođe ponudio poziv u vezi sa tim koji će se desiti.
Nisam sasvim siguran šta još možemo da uradimo osim da predamo ono što imamo na našoj strani, što je u okviru Fundista i kojim upravljaju autoriteti za igre na sreću. Više smo nego srećni ako Adam želi da ovo dalje odnese našem davaocu licence, jer možemo direktno da im dostavimo svu potrebnu dokumentaciju + oni imaju pun pristup.
Hvala
Hi MateJ, as previously explained we were under different management throughout this case which was emailed. We can't control different outcomes of different staff / nor opinions.
We have been very transparent with the entire bet log, which our latest manager has looked into and supplied to you and also offered a call in regards which will occur.
I'm not entirely sure what more we can do other then submit what we have on our end which is within Fundist and governed by gaming authorities. We are more then happy if Adam would like to take this further to our licensor as we can supply any required documentation to them directly + they have full access.
Ponovo smo otvorili ovu žalbu na zahtev Boofa83. Želeli bismo da dozvolimo ovom slučaju još jednu šansu da se reši i pomognemo obema uključenim stranama da donesu zadovoljavajući zaključak.
We’ve reopened this complaint at the request of Boofa83. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Primili smo zahtev od Boofa83 da ponovo otvorimo slučaj zbog nedostatka odgovora regulatora u navedenom roku od tri meseca. Možete li ljubazno potvrditi da vas regulator nije kontaktirao u vezi sa ovim pitanjem?
Boofa83 možete li mi, molim vas, proslediti poruku koju ste poslali regulatoru?
Dear ViperSpin casino representative,
We have received a request from Boofa83 to reopen a case due to the regulator's lack of response within the specified timeframe of three months. Can you kindly verify that you have not been contacted by the regulator regarding this matter?
Boofa83 could you please forward me the message you sent to the regulator?
Zdravo Matej, kao što znate mi smo VLC kazino u okviru Soft Gamingsa. Takođe biste znali da proces regulacije zahteva vreme, to je potpuno van naše kontrole.
Možete im direktno poslati e-poštu u vezi sa ovim slučajem, ili još bolje da kontaktirate SoftGamings o tome, da li želite njihove informacije?
Čekamo odgovor od regulatora, dobili su sve, ali im je trebalo 2 meseca da kontaktiraju Softgamings, opet nema veze sa Viperspinom, ne možemo brzo pratiti nijedan regulator.
Regulatoru je dostavljeno dovoljno dokaza, a Softgamings je takođe zadovoljan da smo sve uradili kako treba.
Hvala vam, ako vam zatreba još nešto, označite nas ili direktno kontaktirajte regulatora.
Hi Matej, as you would be very well aware we are a WLC casino within Soft Gamings. You would also know the regulation process takes time, that is completely out of our control.
You can email them directly regarding this case, or better yet contact SoftGamings about it would you like their information?
We are waiting to hear back from the regulator, they were supplied with everything but they did take 2 months to contact Softgamings, again nothing to do with Viperspin we can not fast track any regulator.
The regulator was provided with sufficient evidence, and Softgamings is also satisfied that we have done everything correctly.
Thank you, should you need anything further please tag us in or contact the regulator directly.
Dakle, možete potvrditi da ste u vezi sa slučajem već dali sve potrebne dokaze, a sada samo čekamo odluku regulatora. Jesam li u pravu? Ako je to slučaj, sačekaćemo ponovo.
Dear Viper Spin casino representative,
So you can confirm that regarding the case, you already provided all the necessary proof, and now we are just waiting on the regulator's decision. Am I correct? If that is the case, we will wait again.
Tačno je da je Softgamings od nas prikupio dokaze koji su ih zadovoljili. Odgovorili su regulatoru, Viperspin nije bio direktno uključen u regulator pošto smo VLC, a ne ključ u ruke.
Softgamings kao kompanija se složio sa našom odlukom i zbog dokaza koji smo pružili neće biti daljih akcija.
Verujem da će se i regulator složiti sa odlukom, ali više nego rado čekam, nisam siguran u njihov vremenski okvir, a kao što je pomenuto, to je van naše kontrole.
Srdačan pozdrav
Hi Matej,
That is correct Softgamings gathered evidence from us that satisfied them. They have replied to the regulator, Viperspin was not involved directly with the regulator as we are a WLC not turnkey.
Softgamings as a company has agreed on our decision and due to our provided evidence there will be no action further.
The regulator I also believe will agree on the decision, but more then happy to wait I am not sure on their time frame, and as mentioned it's out of our control our control.
Nisam siguran zašto regulatorima treba tako dug vremenski period, pa se izvinjavamo Mateju što je ovo potpuno novo za nas, jer je izuzetno retko da imamo ovakav slučaj.
Ipak, imaju sve što im treba, hvala.
I'm not sure why regulators do take such a long period of time, so we do apologize Matej on the matter this is completely new to us also as it's extremely rare to have a case like this.
They do have everything they need though, thank you.
Da, drago mi je što čekam, samo sam se brinuo da me niko nije kontaktirao posle 3 meseca. Znam da za ovakve stvari treba vremena, samo se nadam da će moći da izvuku istinu iz viperspin.com o količini različitih priča do kojih su došli samo u ovoj žalbi
Hi matej
Yes I'm happy to wait I was just concerned that after 3 month no one had contacted me. I know things like this take time I just hope they can get the truth out of viperspin.com the amount of different stories they have come up with just in this complaint
Kao što znate, mi smo VLC. Regulator je prikupio informacije pre otprilike četiri meseca od SoftGamingsa, to je sve što možemo da savetujemo u ovom trenutku.
Možete se obratiti direktno regulatoru ili Softgamingsu za bilo kakva dalja ažuriranja, ali Softgamings je primetio da smo u pravu u našim postupcima, što se tiče regulatora, ne možemo da govorimo u njihovo ime, ali od tada nismo ništa čuli.
Javite mi ako vam zatreba još nešto jer uvek ćemo vam pomoći.
Hi Matej,
As you are aware we are a WLC. The regulator gathered information roughly four months ago from SoftGamings, that's all we can advise at this time.
You're welcome to directly reach out to the regulator, or Softgamings for any further updates but Softgamings did note that we are correct in our actions, as for the regulator we can't speak on behalf of them but we have heard nothing since.
Let me know if you need anything further as we are happy to assist always.
Izvinite što vam je trebalo nedelju dana da se vratite da ste bili u bolnici. Nisam mogao ni sa kim da kontaktiram preko Skajpa, ali sam kontaktirao Igora Rumjanceva, šefa licenciranja igara i Iliju s. Šef za plaćanja u soft gaming's da vidi da li mogu da pomognu.
hvala Adame *******
Hi matej
Sorry for taking a week to get back to u ive been in hospital. I couldn't contact anyone through Skype but I've contacted Igor rumyantsev head of gaminglicensing and ilya s. Head of payments at soft gaming's to see if they can help.
Nažalost, ne mogu da kontaktiram regulatora da bih se raspitao o vašoj žalbi. Regulator ne odgovara na takve zahteve jer se žalbe koje su mu podnete smatraju poverljivim. Da li ste pokušali da kontaktirate regulatora preko Skajpa?
Hello Boofa83,
Unfortunately, I cannot contact the regulator to inquire about your complaint. The regulator does not respond to such requests as complaints submitted to them are considered confidential. Have you tried contacting the regulator on Skype?
Možete li zamoliti viperspin kazino da mi pošalje podatke o mom nalogu kao što su povlačenja iz evidencije opklada i detalji za prijavu. Želeo bih da znam šta se desilo sa mojim nalogom nakon što su zatvorili moj nalog 15. maja 2022. godine zbog pranja novca
Hi matej
Can u ask viperspin casino to send me my account details such as bet logs withdrawals and login details.i would like to know what happened with my account after they closed my account on the 15th of may 2022 for money laundrieing
Zdravo Adame, već smo poslali sve Mateju u vezi sa vašim slučajem i regulatoru.
Ne možemo ništa više da uradimo, pošto je Softgaming zahtevao da ne govorimo van ovoga i regulatora. Siguran sam da ako Matej želi, može da vam pošalje sve što smo predali. Ali sa naše strane, sve je dostavljeno pre mnogo meseci našem davaocu licence, a oni su to prosledili regulatoru.
U ovom slučaju, da je bilo problema sa ovim slučajem ili da smo na bilo koji način pogrešili, regulator bi već doneo odluku. Međutim, smatramo da je sve kao i obično urađeno kako treba, stoga je naša reputacija veoma jaka.
Srdačan pozdrav
Hi Adam, we have already sent everything to Matej in regards to your case, and to the regulator.
There is nothing further we can do, as Softgaming has requested we do not speak outside of this and the regulator. I'm sure if Matej wants to, he can send you everything we have submitted. But on our end, everything has been submitted many months ago to our licensor, and they have forwarded it to the regulator.
In this instance, if there was any issues with this case or we were in the wrong in any way, the regulator would have already made a decision. However we feel that everything as usual was done correctly hence why our reputation is very strong.
Pomislili biste da bi se do sada javili ako bi kontaktirali viperspin.com pre 4 meseca
Ali to bi mogla biti još jedna laž sa viperspin.com koju ne biste znali.
Prvo su mi zatvorili račun 15. maja 2022. godine zbog pranja novca i ne javljam se od njih dok se ne žalim na njih. onda su više nego srećni da odgovaraju lažima za lažima govoreći da im nisam poslao nikakve dokumente, onda kažu da sam poslao pogrešne dokumente da im dokažem da nisu u pravu. Onda kažu da su mi isplatili preko 50 hiljada u junu i julu 2022 (ali moj račun je tada bio zatvoren zbog sumnje na pranje novca) tako da je to više nego što sam položio da ne moraju ništa da rade. ali su mi takođe poslali e-poštu u januaru 2023. u kojoj su rekli da mi još uvek duguju novac za moje depozite. a poslednji je bio da sam potrošio sav novac pre nego što sam zatvorio račun i nisam video te dokumente
You would of thought that they would of reached out by now if they contacted viperspin.com 4 months ago
But that could be another lie from viperspin.com you wouldn't know.
First they closed my account on may 15th 2022 for money laundrieing and I don't here from them untill I make this complaint about them. then they are more then happy to reply with lie after lie saying I didn't send them any documents then they say I sent the wrong documents to witch I prove them wrong.then they say they paid me out over 50k in June and July of 2022 (but my account was closed for suspicion of money laundering at that time)so that's more then I deposited so they don't have to do anything. but they also sent me an email in January 2023 saying they still owe me money on my deposits.and the last one was that I spent all the money before I closed the account witch I haven't seen those documents
Kao što vidite u prilogu, ne možemo da zaobiđemo davaoca licence. Davalac licence Softgamingsa je veoma strog, a mi smo dostavili sve dokaze označene u junu.
Kao što je već pomenuto, pružili smo dovoljno dokaza za Softgamings koji su ih zadovoljili i regulatora. Nemamo kontrolu ako regulator ne dođe do vas, što nema nikakve veze sa Viper Spin-om.
MateJ, ako je potrebno mogu da ti prenesem broj za kontakt u Softgamingu (samo tebi) ali nisam siguran da li će to nastaviti zbog starosti ovoga i činjenice da je sve već poslato i prihvaćeno na njihovoj strani. Kao što znate, Softgaming ne bi rizikovao da radi na kazino licenci bele etikete, tako da je to bila detaljna istraga koja je potvrdila da nema daljih radnji za Viper Spin.
Bojim se da više ništa ne mogu da učinim da pomognem, jer ono što imamo je konkretno u ovom slučaju.
Hvala vam na pomoći u ovom slučaju Matej, molim vas u bilo kom trenutku ako imate dodatnih pitanja ili komentara na e-mail support@viperspin.com .
Hi Adam,
As you can see attached we can not work around the licensor. The licensor of Softgamings is very strict, and we have submitted all evidence marked in June.
As already mentioned, we have provided ample proof to both Softgamings which satisfied them and also the regulator. We have zero control if the regulator doesn't reach out to you that is nothing to do with Viper Spin whatsoever.
MateJ, if required I can pass you a contacts number at Softgaming (only to yourself) however I'm not sure if they will continue this due to the age of this, and the fact everything was already submitted and accepted on their end. As you know operating on a white label casino license Softgaming wouldn't risk anything so it was a detailed investigation one which did confirm there was no further action to Viper Spin.
I'm afraid I can't do anything further to help, because what we have is concrete on this case.
Thank you for your assistance on this case Matej, please at any time if you have any further questions or comments email support@viperspin.com.
Žao mi je, ali moraćemo da sačekamo odluku regulatora u ovom slučaju. Molimo vas da ponovo otvorite slučaj kada regulator donese odluku ili će se automatski ponovo otvoriti nakon tri meseca.
I'm sorry, but we'll need to wait for the regulator's decision in this case. Please reopen the case once the regulator has made a decision, or it will automatically reopen after three months.
Dragi Boofa83, Nadamo se da ste dobro. Želeli smo da vas informišemo o vašem slučaju koji je prethodno označen sa "Čekajući na regulatora" na našoj stranici. Vaš prigovor je sada automatski otvoren ponovo i želimo da znamo da li je bilo nekih pomaka od naše poslednje komunikacije. Ako je regulatorno telo rešilo vaš prigovor u vašu korist, molimo vas da ažurirate vaš prigovor. Alternativno, ako je odlučeno u korist kazina, feedback je jednako bitan. Razumemo da je određeno vreme prošlo, ali ažuriranje prigovora nam omogućava da preduzmemo određene korake, kao što je davanje negativnih poena za kazino, ili upozoravanje igrača da regulator podržava radnje kazina. Zaista smo zahvalni na vašoj kooperaciji i vaš odgovor bi nam zaista bio značajan. Hvala u napred na vremenu i odgovoru.
Dear Boofa83, We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication. If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator. We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Sa naše strane, kao što smo vam prethodno pokazali dokumente od davaoca licence, ništa više nije bilo.
Prvobitno ste se složili da smo bili tačni u ovom slučaju, ali bez obzira na bilo šta negativno od ovoga bilo bi prilično neopravdano s obzirom da imamo više nego dovoljno dokaza, koje smo takođe ranije podneli.
Ne možemo naterati regulatora da ide brže, ili da donese odluku ili čak da odgovori. Ništa se dalje ne može uraditi sa naše strane. Više sam nego srećan da vam ponovo pošaljem svaki dokument ako želite?
Hi Matej,
On our end, as we have previously shown documents to yourself from the licensor there has been nothing further.
Originally you did agree we were accurate on this case, but regardless receiving anything negative from this would be rather unjustified seeing as we have more then enough evidence, which we have also previously submitted.
We can't make a regulator go any faster, or make a decision or well even reply. Nothing further can be done on our end I'm more then happy to re-send every document to you if you'd like?
Poštovani predstavnike kazina ViperSpin i Boofa83,
S obzirom na trenutnu situaciju, možemo sačekati još tri meseca. Međutim, više bih voleo da zatvorim slučaj nakon tog perioda.
Kazino je već predstavio ubedljive dokaze (dnevnici igre pokazuju da je bilans potrošen).
Uprkos tome što je nalog ponovo otvoren, Boofa83 je nastavio da se bavi igranjem igara. (Ovo postavlja pitanje: zašto bi Boofa83 nastavio da igra ako mu je kazino navodno uzeo 280 hiljada?)
Ipak, bilo bi korisno za sve uključene strane kada bi regulatorno telo takođe moglo da razmotri ovo pitanje.
Dear ViperSpin casino representative and Boofa83,
Given the current situation, we can wait for another three months. However, I would prefer to close the case after that period.
The casino has already presented compelling evidence (game logs indicate that the balance was depleted).
Despite the account being reopened, Boofa83 continued to engage in gaming. (This raises the question: why would Boofa83 continue playing if the casino had allegedly taken 280k from him?)
Nevertheless, it would be beneficial for all parties involved if the regulatory body could also look into this matter.
Kao što sam rekao od početka, 22. maja sam bio zaključan sa svog naloga.
Pod sumnjom za pranje novca.
I nikada nisam dobio odgovor od viperspin.com dok nisam podneo ovu žalbu i od početka viperspin.com je promenio tu priču 4 puta sa lažima na laži, ne mogu da se drže jedne priče jer postoje laži i ja sam ih prozvao od početka.
Prvo im nikada nisam poslao dokumente koji su pokazali da su pogrešni, a zatim su se promenili i rekli da sam im poslao pogrešne dokumente koji su bili pogrešni, a zatim su se promenili na isplatili su mi preko 50 hiljada i neće pokazati na koji račun je poslato jer nije bilo moj i to bi dokazalo da postoje laži i sada kažu da sam potrošio sav novac na računu, ali sam bio zaključan sa svog računa pa ako sam potrošio sav novac zašto onda ne izađeš na početku i kažeš da umesto toga oni nadoknade sve te laži na kojima sam ih uhvatio pa pribegavaju da kažu da nema novca na računu
Živeli boofa83
Hi matej
As I've said from the start I was locked out of my account in may of 22.
Under Suspicion of money laundering.
And I never heard back from viperspin.com till I made this complaint and from the start viperspin.com has changed there story 4 times with lies upon lies they can't stick to a single story because there lies and I've called them out since the start.
First I never sent them the documents proved them wrong then they changed and said I sent them the wrong documents proved wrong then they changed to they paid me out over 50k and they won't show what account it was sent to because it wasn't mine and that would prove there lies and now they say I spent all the money in the account but I was locked out of my account so if I had spent all the money then why not come out at the start and say that instead they make up all these lies that I caught them out on so they resort to saying there was no money in the account
Naši dokazi stoje i vrlo su jasni. Tokom navedenog, ništa se nije promenilo od onoga što smo naveli.
Neće biti daljih akcija, nećete dobiti ništa dalje od nas. Uveren sam da vam zato ništa više nije dato od davaoca licence, jer u drugim slučajevima oni izuzetno reaguju.
Sa zadovoljstvom čekamo da vam davalac licence odgovori.
Srdačan pozdrav
Hi Adam,
Our evidence stands and it's very clear. During the above, nothing has changed that's stated by us.
There will be no further action, you will not be receiving anything further from us. I'm confident that is why nothing further has been provided to you from the licensor, as on other cases they are extremely responsive.
We are happy to keep waiting for the licensor to reply to you.
Iz evidencije igre vidljivo je da se aktivnost na nalogu nastavlja i nakon 22. maja. Ima iste obrasce igre i vrlo sličnu aktivnost kao i ranije. Mi smo na strani kazina na osnovu svih ovih dokaza koje smo videli. Stanje na računu 15.5. bio je 17325,3, pa čak i ako ste 22. maja izgubili kontrolu nad računom, iznos koji ste tražili nije bio tamo. Od 25. maja, aktivnost traje do 11. juna.
Da me je kazino opljačkao, ne bih više igrao...
Hteli smo da uključimo regulator, to je značajan iznos, međutim kazino je već pružio dokaze da u potpunosti sarađuje, dao je sve dokaze nama i regulatoru i ne možemo ih kazniti pod ovim okolnostima.
Dear Boofa83,
From the game logs, it is evident that the activity on the account continues after 22nd May. It has the same game patterns and very similar activity as before. We are on the casino side based on all this evidence we saw. The account balance 15.5. was 17325.3, so even if you lost control over the account on 22nd May, the amount you requested wasn't there. From 25th May, the activity continues till the 11th.Jun.
If a casino robbed me, I would not play more...
We wanted to involve the regulator, it is significant amount however the casino already provided evidence that they fully copperate ,gave all the evidence to us and the regulator and we can't punish them under this circumstances.
Prilično je teško igrati na nalogu 22. maja kada sam bio zaključan sa naloga 15. maja zbog obustave pranja novca.
Prilično sam siguran da mi neće dozvoliti da nastavim da igram i da se povučem ako sam suspendovan zbog toga. i vratite se na vrh žalbe na koju pokušavaju da kažu da im nikada nisam poslao prave dokumente da to razjasnim.
Pretty hard to play on an account on the 22nd of may when I was locked out of the account on the 15th of may for suspension of money laundrieing.
Pretty sure there not going to let me keep playing and withdrawing if I'm under suspension of that.and u go back to the top of the complaint they try to say I never sent them the right documents to clear that.
Želeo bih da objasnim da su u ovoj žalbi od početka postojala dva pitanja.
Kazino je blokirao vaš nalog zbog nedostatka poreskog dokumenta i u tome smo od početka bili na vašoj strani.
Sporni iznos za koji smo verovali da ste imali 280.000 AUD na svom računu u trenutku kada je račun zatvoren.
Prva tačka je već rešena, a sada se fokusirajmo na drugu:
Iz dnevnika igre:
14.5. u 0:19:32 stanje na vašem računu je bilo 286 hiljada
15.5. od 01:43:16 bilo je aktivnosti do 05:05:48
Za to vreme su se igrale iste igre i aktivnost je veoma slična aktivnostima iz prethodnih dana. Bilans je u nekom trenutku dostigao 400 hiljada i većinu vremena je bio veći od 280 hiljada.
Međutim, na kraju je dostigao 17.325,3
Sledeća aktivnost na vašem nalogu je od 25.5. a aktivnost na vašem nalogu se nastavlja iu mesecu junu.
Novac na vašem računu je odigran na isti način kao što uvek igrate.
U ovom trenutku smo na strani kazina jer je nemoguće da prepoznamo da to niste bili vi i na osnovu sekundarnih pokazatelja (stila igre) ukazuje na vas.
Tražili smo od regulatora da se uključi u ovo pitanje i kazino je u potpunosti sarađivao, međutim, bez odluke regulatora, ne možemo zatvoriti ovaj slučaj kao nerešen.
Kazino je sarađivao, pružio nam dokaze koji su ukazivali na to da je bilans odigran. Veoma mi je žao, ali bojim se da smo bez odluke regulatora prinuđeni da odbijemo vašu žalbu. Možemo ga ponovo otvoriti kad god se pojave novi dokazi ili regulator odluči. U međuvremenu, možete razmotriti da nastavite na legalan način, ali dokazi protiv vas su jaki.
Dear Boofa83,
I would like to explain that in this complaint there were since the beginning the two issues.
The casino blocked your account based on missing taxation document and in this we were since the beginning on your side.
The disputed amount where we believed you had 280,000 AUD in your account in the moment when the account was closed.
The first point is already solved and now let's focus on the second one:
From the game log:
14.5. at 0:19:32 your account balance was 286k
15.5. from 01:43:16 there were an activity till 05:05:48
During this time were played the same games and activity is very similar to activity from previous days. The balance reach 400k at some point and was higher than 280k most of the time.
However, on the end reached 17,325.3
The next activity on your account is from 25.5. and the activity on your account continues in month June too.
The money on your account was played out in the same playstyle like you always play.
In this point we are on the side of the casino because it is impossible for us to recognize that it wasn't you and based on secondary indicators (playstyle) it points to you.
We asked the regulator to involve in this matter and the casino cooperated fully, however, without a decision from the regulator, we cannot close this case as unresolved.
The casino cooperated, provided us evidence which pointed out that the balance was played out. I am very sorry but I am afraid that without a regulator decision we are forced to reject your complaint. We can reopen it anytime when new evidence appears or the regulator decides. Meanwhile, you can consider to proceed with a legal way however the evidence against you is strong.
Automatski prevedeno:
Boofa83 ima 4d 3h 54m 38s da odgovori
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