zdravo,
Igram u ovom kazinu od 8. jula 2024. i napravio sam mnogo depozita i povlačenja. Dana 17. septembra 2024., nakon mog poslednjeg depozita od 550 evra i nekih dobitaka, moj bilans je bio 1.160,50 evra. Zatražio sam povlačenje 200 evra, ali umesto da obradim povlačenje, dobio sam e-mail od kazina u kojem se navodi da su primili nalog za povraćaj sredstava za depozit od 450 evra koji je napravljen 5. septembra 2024.
Pokušao sam da im objasnim da nisam tražio povraćaj sredstava ni za jedan od svojih depozita i zašto bih uopšte tražio povraćaj depozita od 450 evra, koji sam izgubio dva dana nakon uplate depozita, a zatim položio još jedan iznos od evra 550 odmah nakon toga 7. septembra 2024. kako bi se nastavilo sa igranjem.
Setio sam se i podelio sam da kada sam napravio transakciju od 450 evra, banka ili platni sistem je odbili. Ovo bi mogao biti razlog. Pokušao sam ponovo i ovaj put je depozit bio uspešan. Međutim, iznos je naplaćen sa mog računa u USD, a ne u EUR, kao što je bio slučaj sa svim prethodnim depozitima. Priložio sam izvod iz banke da potkrepim svoje objašnjenje.
Pored toga, objasnio sam kazinu da povraćaj sredstava u Kazahstanu funkcioniše samo na kreditnim karticama, a ne na svim vrstama debitnih kartica. Takođe sam podelio vezu koja objašnjava proces povraćaja sredstava u svim kazahstanskim bankama. Ova veza opisuje korake, uključujući potrebu za jakim dokazima kao što su snimci ekrana, razgovori sa trgovcima, slike robe i priznanice. Čak i za podnošenje zahteva za povraćaj sredstava, banci je potrebno mnogo dokaza. Proces može potrajati nedeljama da se obradi, i to definitivno nije brz proces kao što kazino misli.
Nažalost, kazino nije uzeo u obzir nijedno od objašnjenja koje sam dao i poslao mi je sledeći odgovor:
„Primili smo zahtev vaše banke za povraćaj sredstava za transakciju u iznosu od 450 evra na vašoj kartici ***2919. Da bismo potvrdili da ovaj zahtev niste uputili vi, ljubazno vas molimo da kontaktirate svoju banku i zatražite zvanično pismo kojim se potvrđuje da nije zatražen povraćaj novca od 450 evra za transakciju na kartici ***2919. Kada primimo ovu informaciju, razmotrićemo vaš slučaj i obavestiti vas o našoj odluci."
U nekoliko navrata sam tražio od kazina da mi dostavi dokaz o nalogu za povraćaj sredstava koji su primili, ali su ignorisali moje zahteve.
Kontaktirao sam svoju banku putem ćaskanja u aplikaciji o ovoj transakciji od 450 evra. Objasnio sam im situaciju i oni su potvrdili da sam zaista platio taj iznos i da ga je trgovac primio. Takođe su potvrdili da nisam tražio povraćaj sredstava i da banka nikada nije pokrenula proces povraćaja sredstava u moje ime. U stvari, čak su mi poslali vezu do onlajn aplikacije gde sam mogao da prijavim da li je transakcija bila prevara ili ako je trgovac pokušavao da ukrade moj novac. Zašto bi to uradili ako bih zahtevao povraćaj sredstava?
Priložio sam snimke ekrana mojih operacija deponovanja/povlačenja na svom kazino računu i bankovni izvod koji pokazuje depozit od 450 EUR 5. septembra (Solnai Global Concept, iznos USD 498,77) i naknadni depozit od 550 EUR 7. septembra (anthill.center , iznos od 550 evra), kao i mejlove sa kazinom i video snimak iz aplikacije banke.
Zbog bezbednosnih i bezbednosnih razloga, u aplikaciji banke nije dozvoljeno pravljenje snimaka ekrana ili video snimaka. Zbog toga sam morao da koristim kameru drugog telefona da snimim sve dokaze, uključujući i onlajn izjavu sa brojem moje kartice *2919, kao i video snimak mog razgovora sa predstavnikom banke da bih dokazao da nije bilo povraćaja plaćanja.
Veličina videa je veća od 500Mb, pa sam postavio na svoju Google fotografiju.
Hello,
I have been playing at this casino since July 8, 2024, and have made many deposits and withdrawals. On September 17, 2024, after my last deposit of EUR 550 and some winnings, my balance was EUR 1,160.50. I requested a withdrawal of EUR 200, but instead of processing the withdrawal, I received an email from the casino stating that they had received an order for a chargeback for the deposit of EUR 450 that was made on September 5, 2024.
I tried to explain to them that I had not requested any chargeback for any of my deposits and why I would even ask for a EUR 450 deposit chargeback, which I had lost in the two days after making the deposit and then deposited another amount of EUR 550 immediately after that on September 7, 2024 in order to continue playing.
I remembered and shared that when I made a transaction of EUR 450, it was declined by the bank or the payment system. This could be the reason. I tried again and this time the deposit was successful. However, the amount was charged from my account in USD and not EUR, as had been the case for all previous deposits. I attached a bank statement to support my explanation.
Additionally, I explained to the casino that chargebacks in Kazakhstan work only on credit cards, not on all types of debit cards. I also shared a link explaining the chargeback process in all Kazakh banks. This link describes the steps, including the need for strong evidence such as screenshots, chats with merchants, pictures of goods, and receipts. Even to lodge a chargeback application, the bank requires a lot of evidence. The process can take weeks to process, and it is definitely not a quick process like the casino thinks.
Unfortunately, the casino has not taken into consideration any of the explanations I have provided and has sent me the following reply:
"We have received a request from your bank for a refund of a transaction amounting to 450 euros on your card ***2919. In order to confirm that this request was not made by you, we kindly request that you contact your bank to request an official letter confirming that a refund of 450 euros for the transaction on card ***2919 has not been requested. Once we receive this information, we will review your case and inform you of our decision."
I have requested the casino on several occasions to provide me with proof of the chargeback order that they have received, but they have ignored my requests.
I contacted my bank through in-app chat about this transaction of EUR 450. I explained the situation to them and they confirmed that I had indeed paid that amount and that the merchant had received it. They also confirmed that I hadn't requested any chargeback and that the bank had never initiated a refund process on my behalf. In fact, they even sent me a link to an online application where I could report if the transaction was a scam or if the merchant was trying to steal my money. Why would they do it if I would request chargeback?
I have attached screenshots of my deposit/withdrawal operations on my casino account and a bank statement showing a deposit of EUR 450 on September 5 (Solnay Global Concept, amount USD 498.77) and a subsequent deposit of EUR 550 on September 7 (anthill.center, amount EUR 550), as well as emails with the casino and video recording from the bank app.
Due to security and safety concerns, it is not allowed in the bank's app to take screenshots or record videos. Therefore, I had to use another phone's camera to record all the evidence, including my card number *2919 online statement, as well as a video of my conversation with the bank representative to prove that there had been no chargeback initiated.
Video size more than 500Mb, so i uploaded to my google photo.
Automatski prevedeno:
