Dragi Casino Guru timu,
Pišem da tražim vašu pomoć u vraćanju 1300 € koje mi dugujem od Vindetta kazina nakon što je moj račun zatvoren.
Moja kratka i burna veza sa Vindetta Casino počela je 14. maja. Prihvatio sam njihove bonuse dobrodošlice. Nakon nekoliko manjih depozita, napravio sam značajne u ukupnom iznosu od oko 5000 €. U početku nisam imao sreće, ali na kraju sam završio sa pozitivnim bilansom. Sledećeg dana sam postao VIP i dodeljen mi lični menadžer. Uspeo sam da podignem 3000 evra sledeće nedelje.
Prošlog meseca Vindeta je bila domaćin turnira pod nazivom „Majsko blago", na kome sam učestvovao. Nisam imao sreće i izgubio sam hiljade evra dok sam pokušavao da obezbedim prvo mesto. Konačno, 28. maja, na slot igrici „Book of Dead," uspeo sam da 'udvostručim' svoj dobitak, postigavši množilac od preko 1700k (bliže 1800k, konzervativno procenjujući 850 € u dobicima ) uz veličinu opklade od €0,5 . U ovom trenutku sam prekinuo vezu, ali nisam bio zabrinut jer Plai'n Go slotovi zadržavaju stanja igre do 90 dana. Nekoliko sati kasnije, ponovo sam pokrenuo igru da završim rundu, ali runda je nestala, a dobitak nije upisan . Pisao sam svom VIP menadžeru, koji me je obavestio da je problem prosleđen nadležnom odeljenju i da će mi se javiti u najkraćem mogućem roku. Međutim, nisam dobio nikakva ažuriranja . Pored toga, uklonili su igru sa sajta, jer sada prikazuje poruku o grešci „404 Traženi URL nije pronađen na ovom serveru".
(Čini mi se da je problem u tome što su mi provajder ili Vindetta Casino dodelili drugi 'id igrača' kada sam ponovo pokrenuo igru. Nedovršena igra pripada prethodnom 'id-u igrača', tako da nisam mogao da joj pristupim sa moj novi 'id igrača' zasnivam ovo na svom zapažanju da je nakon što sam ponovo pokrenuo igru, moj napredak na tabeli takođe resetovan na 0, kao da nisam ranije učestvovao.)
Vindetta ima jedinstven sistem rejkbeka gde dobijate mali procenat (0,3%) svake vaše opklade u tokenu koji se zove VIND . Ovi tokeni mogu da se zamene za pravi novac po ceni od 0,004 dolara po tokenu ili da se „drže" na period (8 sati/1 dan/3 dana) da bi se zaradilo više tokena na osnovu profita kazina.
30. maja, nekoliko sati nakon što sam uspešno povukao sav preostali iznos sa svog naloga, pokušao sam da se prijavim da bih započeo novu sesiju zadržavanja tokena, ali sam dobio poruku o grešci u kojoj se navodi „Korisnik je onemogućen zbog zavisnosti od kockanja". Nisam zavisnik od kockanja i nisam tražio da se moj nalog onemogući. Pisao sam svom VIP menadžeru da razjasnim situaciju i odblokiram moj nalog. Nisam dobio odgovor, ali sam sat kasnije dobio e-poštu od Vindetta Support Service-a u kojoj me obaveštava da je moj nalog zatvoren odlukom administracije, navodeći njihove Uslove i odredbe (https://vindetta.com/en/ stranica/uslovi i odredbe):
"14.5. Vindetta zadržava pravo da zatvori vaš nalog u bilo kom trenutku i ukine Uslove korišćenja. (...) Mi ćemo, čim bude razumno izvodljivo, nakon vašeg zahteva, refundirati stanje na vašem nalogu."
Iako imaju pravo da zatvore moj nalog, smatram da je njihova odluka bila nerazumna i nepravedna.
U svom odgovoru, priznao sam njihovu odluku, ali sam spomenuo da mi i dalje duguju 1300 € (850 € za nedostajuće dobitke i 450 € za otprilike 125 000 VIND tokena na mom računu). Nisam dobio odgovor . Zameraju im istu poruku, na koju sam i ja odgovorio slično, ali opet, odgovor nije primljen .
Dana 7. juna, poslao sam još jedno pismo i mom bivšem VIP menadžeru i timu za podršku, ali nisam dobio nikakav odgovor .
Nemam drugu opciju osim da tražim vašu pomoć da povratim 1300 evra koje mi dugujem. Takođe verujem da moj nalog treba ponovo otvoriti; međutim, imam vrlo malo nade da će se to dogoditi.
Hvala vam što ste odmah obratili pažnju na ovu stvar.
Srdačan pozdrav,
Manfred
Dear Casino Guru Team,
I am writing to request your assistance in retrieving the €1300 that I am owed from Windetta Casino after my account was closed.
My brief and tumultuous relationship with Windetta Casino began on May 14. I accepted their welcome deposit bonuses. After a few smaller deposits, I made significant ones totaling about €5000. Initially, I was unlucky, but eventually, I ended up with a positive balance. The next day, I was made a VIP and assigned a personal manager. I was able to withdraw €3000 in the following week.
Last month, Windetta hosted a tournament called "May's Treasures", in which I participated. I was extremely unlucky and lost thousands of euros while trying to secure first place. Eventually, on May 28, on the slot game "Book of Dead," I managed to 'double up' my winnings, achieving a multiplier of above 1700x (closer to 1800x, conservatively estimating €850 in winnings) at a €0.5 bet size. At this point, I got disconnected, but I was not worried because Play'n Go slots retain game states for up to 90 days. A few hours later, I restarted the game to finish the round, but the round was gone, and the winnings were not credited. I wrote to my VIP manager, who informed me that the issue was forwarded to the relevant department and that they would get back to me as soon as possible. However, I have not received any updates. Additionally, they removed the game from the site, as it now shows a "404 The requested URL was not found on this server" error message.
(I have a strong hunch that the issue lies with either the provider or Windetta Casino assigning me a different 'player id' when I restarted the game. The unfinished game belongs to the previous 'player id', so I could not access it with my new 'player id'. I base this on my observation that after I relaunched the game, my tournament leaderboard progress was also reset to 0, as if I had not participated before.)
Windetta has a unique rakeback system where you receive a small percentage (0.3%) of each of your bets in a token called WIND. These tokens can either be exchanged for real money at $0.004 per token or "held" for a period (8 hours/1 day/3 days) to earn more tokens based on the casino's profit.
On May 30, a few hours after I successfully withdrawn all of my remaining balance from my account, I attempted to log in to start a new token holding session but received an error message stating "User is disabled because of gambling addiction". I am not a gambling addict and did not request my account to be disabled. I wrote to my VIP manager to clarify the situation and get my account unblocked. I did not receive a reply, but an hour later, I received an email from Windetta Support Service informing me that my account was closed by the decision of the administration, citing their Terms and Conditions (https://windetta.com/en/page/terms-and-conditions):
"14.5. Windetta reserves the right to close your account at any time and terminate the Terms of Use. (...) We shall, as soon as reasonably practicable following a request by You, refund the balance of Your Account."
While they have the right to close my account, I believe their decision was unreasonable and unjust.
In my reply, I acknowledged their decision but mentioned that they still owe me €1300 (€850 for the missing winnings and €450 for the approximately 125,000 WIND tokens on my account). I did not receive a response. They resent the same message, to which I replied similarly, but again, no reply was received.
On June 7, I sent another letter to both my former VIP manager and the support team, but have not received any response.
I have no other option but to seek your help in retrieving the €1300 I am owed. I also believe my account should be reopened; however, I have very little hope for that happening.
Thank you for your prompt attention to this matter.
Best regards,
Mannfred
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