Igraču iz Poljske blokiran je nalog zbog optužbi za otvaranje više naloga u kazinu. Nalog igrača je deblokiran, a on je primio uplatu.
The player from Poland had his account blocked due to accusations of opening multiple accounts in the casino. The player's account was unblocked, and he has received the payment.
Igraču iz Poljske blokiran je nalog zbog optužbi za otvaranje više naloga u kazinu. Nalog igrača je deblokiran, a on je primio uplatu.
Zdravo,
Koristim ovaj račun godinama, do sada sam napravio stotine depozita i mnogo povlačenja. U poslednje vreme sam napravio depozit sa bonusom, ali sam osvojio preko 50.000 pln bez korišćenja bonus sredstava, pa sam odlučio da ga povučem. I pored toga što sam bio potpuno verifikovan, tražili su dodatna dokumenta i tako sam im dostavio ličnu kartu + selfi sa ličnom kartom, vozačku dozvolu + sefi sa njom, izvod sa računa, verifikaciju mifiniti novčanika.
U međuvremenu sam izgubio 15.000pln i sada je na mom računu 40.000pln i račun je u potpunosti verifikovan. Sada kada pokušam da se prijavim kaže da mi je nalog blokiran i kada sam otišao na ćaskanje uživo, kažu da imam više naloga. Koristio sam stotine kazina do sada, ali upravo na ovom računu igram vrlo redovno i do sada sam napravio mnogo isplata bez problema. Kada vide da osvajam veći iznos, našli su razlog da to ne urade. Preklinjem te za pomoć.
Hello,
I'm using this account for years, have done hundreds of deposits and many withdrawals so far. Lately I have made a deposit with bonus, but I have won over 50.000pln without using bonus funds, so I decided to withdraw it. Despite I was fully verified, they asked be about extra documents and so I delivered to them ID card + selfie with ID, driver licence + sefie with it, account statement, mifinity wallet verification.
Meanwhile I have lost 15.000pln and now on my account is 40.000pln and account is fully verified. Now When I try to login it says my account got blocked and when I went to live chat they are saying I have multiple account. I was using hundreds of casinos so far, but on this exact account I am playing very regular and I have made many withdrawals with no problems until now. Once they see me win bigger amount they've found a reason to do not. I'm begging you for help.
Dragi calcioservante,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju. Postoji li šansa da je neko iz vašeg domaćinstva ili koji koristi istu IP adresu takođe napravio nalog u ovom kazinu?
Da li biste mogli da prosledite komunikaciju iz kazina o problemu na moju e-poštu na KSKSKSKSKS0@email.kkkkk ?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear calcioservante,
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 better understand the situation. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Would you be able to forward the communication from the casino about the issue to my email at tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Zdravo Tomas, hvala na odgovoru.
Poslao sam jedini ekran razgovora koji sam imao. Nisam sačuvao prethodni razgovor jer nisam očekivao da će biti potreban.
Nema šanse da bi se neko iz moje kuće prijavio tamo osim ako to nisam bio ja. Kao što sam spomenuo, igram na ovom samo jednom računu više od godinu dana i uradio sam mnogo depozita, ali i dosta isplata i proverio sam bukvalno sve što su me pitali. Molim vas pomozite...
Hello Thomas, thank you for reply.
I have sent the only screen of conversation I had. I did not saved previous conversation as I didnt expect it to be needed.
There is no way someone from my house would register there unless it was really me. As I mentioned I am playing on this only one account from more than a year and have done many deposits, but also planty of withdrawals and I have verified literally everything they asked me about. Please help...
Snimak ekrana koji sam poslao je na poljskom jeziku, pa ako je potrebno mogu vam ga prevesti. Samo mi reci. Učiniću sve što je potrebno da ovaj slučaj bude rešen.
The screenshoot I've sent are in polish language, so If needed I can translate it for you. Just let me know. I'll do anything you need to make this case solved.
Zdravo, Thomas
Uzmite u obzir da sam vam poslao sve poruke e-poštom i pitao sam o svom mogućem sledećem odgovoru na njih. Da li da čekam vaš odgovor ovde ili putem e-pošte?
Hello, Thomas
Please consider I've sent you all the messages on email and I've asked about my possible next answer to them. Should I await your answer here or via email?
Štaviše, važan faktor može biti da su prihvatili i nastavili sa povlačenjem od 1900pln pre nekoliko dana kada sam imao ovaj iznos na raspolaganju, ali kada sam zatražio veće povlačenje, tražili su verifikaciju i odmah nakon pozitivne verifikacije su odlučili da me blokiraju.
Moreover important factor may be they accepted and proceed withdrawal of 1900pln few days ago when I have had this amount available, but once I asked for a bigger withdrawal they asked for verification and right after positive verification they decided to block me.
Hvala na porukama.
Nema potrebe za prevodom, jer imamo opcije da sami prevedemo snimke ekrana, kada su čitljivi.
Hvala vam puno, calcioservante, što ste dali potrebne informacije. Sada ću preneti vašu žalbu kolegi Stefanu ( KSKSKSKSKS0@email.kkkkk ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thanks for your messages.
There is no need to translate, as we have options to translate the screenshots ourselves, when they are readable.
Thank you very much, calcioservante, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dragi calcioservante,
Žao mi je što čujem da je vaš nalog blokiran. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Vulkan Vegas kazino,
Možete li molim vas da kažete zašto je nalog igrača blokiran? Možete li nam dati dokaze? Možete ga nalepiti ovde ili poslati na moju adresu e-pošte KSKSKSKSKS0@email.kkkkk .
Unapred hvala na pružanju informacija.
Srdačan pozdrav,
Stefan
Dear calcioservante,
I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can paste it here or send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Dragi VulkanVegas kazino.
Koja bi bila svrha da imam više naloga Da sam dugo koristio svoj nalog veoma aktivan? U međuvremenu sam primao bonus ponude na svoj broj telefona ili na e-poštu nekoliko puta nedeljno (i koristio sam ga mnogo puta). Štaviše, već sam napravio veliki broj depozita i mnogo PRIHVATNIH povlačenja. Proverio sam svoj nalog bukvalno na sve moguće načine.
Ako ste sumnjali da ja sumnjam u mene kao poštenog kupca, zašto me niste obavestili o tome pre nego što sam ostvario veći dobitak? Zbog toga mislim da tražite samo "izgovore" da biste izbegli da mi isplatite dobitak.
Do sada sam otvorio više računa u mnogo različitih kazina i niko od njih me nije optužio da imam višestruki račun, tako da ne. Ne prepoznajem tu e-poštu i sumnjam da sam otvorio drugi nalog dok sam već otvorio nalog. Poštujem vaše vreme i zahvaljujem vam što ste učestvovali u ovoj žalbi. Nadamo se da ćemo pronaći način da to rešimo. Želeo bih da mogu da nastavim da igram u vašem kazinu + želeo bih da mi se moj dobitak isplati.
Srdačan pozdrav.
Dear VulkanVegas Casino.
What would be the point of me having multiple accounts If I was using my account very active from a long time? Meanwile I was reciving bonus offers on my phone number or and email a few times per week (and have been using it many times as well). Moreover I have alredy made planty of deposits and many ACCEPTED withdrawals as well. I have verified my account of literally every possible way.
If you have had any doubts of me having doubts about me as honest customer why didnt you let me know about it before I have done a bigger winning? That makes me think you are only looking for "excuses" to avoid pay my winning instead.
I have opened planty of accounts on planty different casinos so far and noone of them accused me to have multiplied account, so no. I do not recognise that email and I doubt I have opened the other account while having account alredy opened. I respect your time and thank you for participating into this complaint. Hopefully We will find a way to make it solved. I would like to be able to keep playing on your casino + I would like to get my winnings paid.
Kind regards.
Dragi Vulkan Vegas kazino,
Možete li nam dati dokaze? Možete ga nalepiti ovde ili poslati na moju adresu e-pošte KSKSKSKSKS0@email.kkkkk .
Srdačan pozdrav,
Stefan
Dear Vulkan Vegas Casino,
Could you please provide us with the evidence? You can paste it here or send it to my email address stefan.m@casino.guru.
Kind regards,
Stefan
VulkanVegasCasino, zašto ne odgovoriš ni na jedno pitanje koje sam postavio?
Već sam napravio veliki broj depozita i mnogo PRIHVATNIH povlačenja. Proverio sam svoj nalog bukvalno na sve moguće načine.
Ako ste sumnjali da ja sumnjam u mene kao poštenog kupca, zašto me niste obavestili o tome pre nego što sam ostvario veći dobitak? Zbog toga mislim da tražite samo "izgovore" da biste izbegli da mi isplatite dobitak.
Prema onome što vidim u svojoj e-pošti, primio sam preko 30 povlačenja prihvaćenih od januara i napravio sam mnogo više depozita od toga, tako da molim vas nemojte mi reći da sam prekršio vaša pravila. Upravo ste pitali da sam osvojio veći iznos, vi ste to namerno uradili da mi ne isplatite novac.
Moj nalog ako je POTPUNO VERIFIKOVAN! Poslao sam skeniranje lične karte + selfi, skeniranje vozačke dozvole+ selfi. Skeniranje 2 kartice + selfi. Potvrda mifiniti novčanika, bankovni izvod nekoliko puta! Zar to nije dovoljno?!
VulkanVegasCasino, why don't you answer on a single question I asked?
I have alredy made planty of deposits and many ACCEPTED withdrawals as well. I have verified my account of literally every possible way.
If you have had any doubts of me having doubts about me as honest customer why didnt you let me know about it before I have done a bigger winning? That makes me think you are only looking for "excuses" to avoid pay my winning instead.
From what I see on my email I have got over 30 withdrawals accepted since January and have done much more deposits than that, so please do not tell me I broke your rules. Just right asked I have won bigger amount, you have done it on purpose to avoid paying me my money.
My account if FULLY VERIFIED! I have sent scan of ID + selfie, scan of driving license+ selfie. Scan of 2 cards + selfie. Confirmation of mifinity wallet, bank statement for a few times! Isn't that enough?!
Zdravo calcioservante
Nema problema sa verifikacijom. Postoji problem što imate više naloga, koje je tim za borbu protiv prevara otkrio tek sada.
Srdačan pozdrav
Hello calcioservante
There is no issue with verification. There is an issue with you having multiple accounts, that were discovered by anti-fraud team only now.
Best regards
Čini se da nema problema sa problemima protiv prevara, ali problem je sa mojim dobicima, jer ste to našli kao problem kada sam tražio veće povlačenje. Ignorišete važne činjenice i nastavljate da se zasnivate na zamišljenom „multiaccount". Uvek sam pitao ćaskanje da li sam sumnjao u bonuse, verifikaciju, pravila o T&D-u i nikada do sada nisam čuo da sam nešto prekršio. Možete videti istoriju mog naloga i nisam igrač za vikend, ali igram dosta. Stvari koje trenutno radite su odvratne i nepoštovanje.
Seems like there is no issue with anti-fraud problems, but the issue is with my winnings, because you found it as a problem when I asked for bigger withdrawal. You are ignoring important facts and keep basing on imagined "multiaccount". I was always asking chat if I have had some doubts about bonuses, verification, rules on T&D and have never heard I violate anything until now. You can see history of my account and I am not weekend player, but I play a lot. The things you are doing right now are disgusting and disrespectful.
Dragi Vulkan Vegas kazino,
Hvala vam puno na odgovoru i informacijama koje ste dali.
Razumemo da višestruki nalogi predstavljaju kršenje odredbi i uslova, kao i razloga zbog kojih ovi uslovi postoje radi zaštite kazina. Međutim, takođe razumemo da se više naloga ne kreira uvek sa namerom da se prekrše pravila ili stekne neka nepravedna prednost, a nije svaki slučaj isti.
U ovom slučaju, čini se verovatnim da je igrač napravio zasebne naloge i igrao na tim računima pojedinačno. Međutim, igrač je dugo koristio prvi nalog. Drugi nalog je korišćen samo pet dana. Igrač je akumulirao dobitke od depozita za pravi novac.
Iako bi račune trebalo zatvoriti prema diskrecionom pravu kazina, ljubazno vas molimo da razmislite o plaćanju igrača, jer nije stečena nikakva nepravedna prednost.
Nadam se da ćemo moći da se dogovorimo.
Srdačan pozdrav,
Stefan
Dear Vulkan Vegas Casino,
Thank you very much for your answer and the information provided.
We understand that multiple accounts are a breach of the terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking the rules or gaining some unfair advantage, and not every case is the same.
In this case, it seems plausible that the player has created separate accounts and played on those accounts individually. However, the player has used the first account actively for a long period. The second account was used for only five days. The player has accumulated the winnings from a real money deposit.
While the accounts should be closed at the discretion of the casino, we kindly ask you to consider paying the player, as no unfair advantage was gained.
I hope we can come to a mutual agreement.
Kind regards,
Stefan
Zdravo Stefane
Drago mi je da CasinoGuru vidi, da odeljenje za borbu protiv prevara. blokirao igrača ne bez osnova za to. Igrač zaista ima duplirani nalog i aktivnost.
Nalog je deblokiran. Igrač može nastaviti da koristi usluge.
Pozdravi
Hello Stefan
I am glad that CasinoGuru sees, that the anti-fraud dept. blocked the player not without the grounds for it. The player indeed has a duplicating account and activity.
The account is unblocked. Player may continue using the services.
Regards
Dragi Vulkan Vegas kazino,
Hvala vam puno na saradnji.
Dragi calcioservante,
Možete li potvrditi da li možete da se prijavite na svoj nalog? Da li ste uspeli da zatražite povlačenje?
Radujem se vašem odgovoru.
Srdačan pozdrav,
Stefan
Dear Vulkan Vegas Casino,
Thank you very much for your cooperation.
Dear calcioservante,
Could you please confirm if you can log in to your account? Did you manage to request a withdrawal?
I am looking forward to your response.
Kind regards,
Stefan
Dragi Stefan i Vulcan Vegas Casino,
hvala vam puno na pomoći i pomoći. Cenim to.
Stefan: Potvrđujem da mogu da se prijavim sada i zatražio sam povlačenje. Možete li molim vas da ostavite slučaj otvoren dok moje povlačenje ne bude odobreno i primljeno?
Uredi: jedno malo povlačenje (1900PLN je obrađeno i primljeno), drugo povlačenje (35.000PLN) je na čekanju i mislim da će trebati mnogo dana da se obradi. Sva moja povlačenja su odbijena zbog blokade računa i sada počinje ponovo brojanje, pretpostavljam. Isplata od 22.000 do 130.000 PLN traje do 14 radnih dana (tako kažu VulcanVegas pravila).... Moji poslednji zahtevi su postavljeni 17./18. aprila, tako da je prošlo pre 10 dana i sredstva će verovatno stići . Bio bih tako srećan kada bi kazino mogao da ga ubrza u skladu sa vremenom koje smo izgubili da rešimo svoju situaciju.
Vulcan Vegas Casino: kada je moj nalog blokiran/zamrznut prethodni zahtevi za povlačenje su otkazani. To znači da moram ponovo da čekam 14 radnih dana da ga dobijem. Postoji li način da ubrzam povlačenje? Voleo bih da koristim bonuse koje mi dajete, ali sve dok igram sa svojim sredstvima sada, tražena plaćanja se odbijaju kada moja sredstva padnu ispod zahtevanog iznosa i zato bih voleo da izbegnem.
Još jednom: hvala obojici na pomoći i pomoći!
Dear Stefan and Vulcan Vegas Casino,
thank you a lot for your assistance and help. I appreciate it.
Stefan: I confirm I can login now and I have requested withdrawal. Could you please leave the case opened until my withdrawal will be approved and received?
Edit: one small withdrawal (1900PLN is processed and received), the other withdrawal (35.000PLN) is pending and I think It will take many days to be processed. All my withdrawals was rejected due to blocking account and now the counting start again I guess. Withdrawals from 22.000 to 130.000PLN takes up to 14 working days(thats what VulcanVegas rules are saying).... My last requests was asked 17/18 of April, so it's been 10 days ago and the funds would be probably about to arrive. I would be so happy if casino could speed it up accoring to time We lost to solve my situation.
Vulcan Vegas Casino: when my account was blocked/frozen previous withdrawals requests have been canceled. That means I have to wait again for 14 working days to get it. Is there a way to speed up my withdrawal? I would love to use the bonuses you are giving to me, but as long as I play with my funds now, requested payments are getting rejected once my funds go below requested amount and so I would love to avoid.
Again: thank you both for assistance and help!
To ide čudno i ja stvarno ne razumem ovaj način povlačenja. Jednom kada sam zatražio povlačenje od 40.000 preko mifiniti-a, podeljeno je na mnoštvo povlačenja od 700 PLN i oni se obrađuju nasumično. Nekoliko njih je već primljeno, ali ostatak novca je i dalje vidljiv na mom računu. Da li je kako bi trebalo da bude?
Hvala unapred.
It is going weird and I do not really understand this way of withdrawing. Once I requested withdrawal of 40.000 via mifinity, it's splitted to planty of 700PLN withdrawals and they are being processed randomly. A few of them are received already, but the rest of money are still visible on my balance. Is it how should It be?
Thanks in advance.
Dragi Vulkan Vegas kazino,
Možete li molim vas da objasnite igraču zašto je uplata podeljena na nekoliko rata?
Radujem se vašem odgovoru.
Srdačan pozdrav,
Stefan
Dear Vulkan Vegas Casino,
Could you please explain to the player why the payment is split into several instalments?
I am looking forward to your response.
Kind regards,
Stefan
Dragi Stefane
PSP može podeliti transakcije u skladu sa svojim internim podešavanjima/regulatima.
Prilično smo radoznali da li ste se vi, Stefane, uopšte zapitali da li se isplate obrađuju prema Uputstvima i uslovima ili k20 brže. Hvala vam!
Pozdravi
Dear Stefan
The transactions may be split by the PSP according to their internal settings/regulations.
We are quite curious if you, Stefan, even wondered if the withdrawals are being processed according to T&Cs or x20 faster. Thank you!
Regards
Dragi Stefane
Prema našoj evidenciji, sve transakcije su završene. Možete li da pošaljete svoje dokaze putem e-pošte koji od ID-ova transakcija nisu obrađeni/koji su ostali nepotvrđeni u skladu sa Uslovima i odredbama.
Unapred smo zahvalni.
Dear Stefan
According to our records, all the transactions are completed. Can you please send your proofs via e-mail which of the transaction IDs did not get processed/remained unconfirmed according to T&Cs.
We are grateful in advance.
Potvrđujem da sam primio povlačenja. U stvari, tražio sam 40.000 PLN, ali sam u međuvremenu izgubio 20.000 jer nisam bio strpljiv dok sam čekao da se to uradi. To nije baš pošteno da novac ostaje na ravnoteži dok se ne obradi, ali razumem da je tipična praksa u kazinu namerno da se dozvoli kockarima poput mene da izgube svoj novac u međuvremenu...
I confirm I have received withdrawals. In fact I requested 40,000PLN, but meanwhile I have lost 20.000 due to me being not really patient awaiting it to be done. That's not really fair the money remains on balance until it gets processed, but I understand that typical casino practice on purpose to allow gambler like me to lost their money meanwhile...
Dragi calcioservante,
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako u budućnosti naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Srdačan pozdrav,
Stefan
Dear calcioservante,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Stefan
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.