The player from the Netherlands asked the casino to close the account. Despite this request, the casino didn't close his account. Instead, they encouraged him to continue gambling, leading him to further losses. After reviewing all the information, we determined that the player is not eligible for a refund, so the case was rejected.
Igrač iz Holandije zatražio je od kazina da zatvori račun jer je izgubio svu ušteđevinu. Uprkos ovom zahtevu, kazino nije zatvorio njegov račun. Umesto toga, ohrabrili su ga da nastavi da se kocka, što ga je dovelo do daljih gubitaka.
Prethodno sam tražio da mi se zatvori račun zbog činjenice da sam izgubio svu ušteđevinu i da nisam imao dovoljno novca za hranu. Kada sam kontaktirao ovaj vizebets, naišao sam na ozbiljne prepreke u zatvaranju mog naloga. Nakon što su tražili od agenta da zatvori moj nalog 5 puta, rekli su i ja citiram „A što se tiče depozita, mogu da čekam, ne morate da zatvorite svoj nalog" podstičući me da nastavim da igram nakon što sam rekao agentu da sam izgubio životnu ušteđevinu na veb stranici. Ove prakse su u suprotnosti sa njihovim sopstvenim uslovima i odredbama jer prema članu 3.7 uvek mogu da zatvorim svoj nalog. Razumem da su morali biti ispunjeni određeni uslovi. Međutim, agent to nije naveo kao razlog zašto ne mogu da zatvorim nalog. Agent je jednostavno rekao da treba da napravim kratku pauzu i da će mi dobitak na kraju stići. Posle ovog odbijanja da zatvorim račun, izgubio sam još 7000 evra nakon podizanja kredita zbog zavisnosti. Radnje njihovih agenata su protiv njihovih uslova i nelegitimna praksa.
I had previously requested my account to be closed due to the fact that I had lost all of my savings and I would not have enough money for food. When contacting this wizebets I was met with severe hindrance in closing my account. After asking the agent to close my account 5 times, they stated and I quote "And as for the deposit, I can wait, you don't have to close your account" incentivizing me to continue playing after having told the agent I had lost my life savings on the website. These practices are against their own terms and conditions as according to art 3.7 I am always able to close my account. I understand that certain conditions had to be met. However, the agent did not state this as a reason for me not being able to close the account. The agent simply stated that I should take a brief pause and that the winnings would come to me eventually. After this refusal to close my account, I lost another 7000 Euros after taking out a loan due to my addiction. The actions of their agents are against their own terms and conditions and are an illegitimate practice.
Dragi macpunch71,
Hvala vam puno što ste podneli žalbu i prosledili svu relevantnu komunikaciju. Žao mi je što čujem za vaš problem. Proverio sam uslove i odredbe i evo šta sam našao ( ovde ):
3.7 Zatvaranje vašeg naloga: možete zatvoriti svoj nalog u bilo kom trenutku tako što ćete kontaktirati korisničku podršku, međutim važe uslovi u nastavku.
3.8 Možete zatvoriti svoj nalog samo ako nema preostalih sredstava (pozitivnih ili negativnih) i ako nema zahteva za povlačenje na čekanju.
3.9 U slučaju da želite da zatvorite svoj račun sa pozitivnim stanjem ili/ili zahtevima za povlačenje na čekanju, sva sredstva na vašem računu će biti zamrznuta do šest meseci i biće vam vraćen iznos poslednjeg depozita. U tom slučaju nakon šest meseci, kazino zadržava pravo da povuče takva sredstva.
3.10 Zahtev za samoisključivanje: možete kontaktirati korisničku podršku putem e-pošte: support@wizebets.com , a mi ćemo vam pomoći da zatvorite svoj nalog. Imajte na umu da se gornji odeljak 3.7 i dalje primenjuje na takve zahteve za zatvaranje.
Vidim da ste nekoliko puta spomenuli da ste izgubili svu ušteđevinu dok ste komunicirali sa VIP menadžerom kazina. Međutim, nikada niste izjavili da imate problem sa kockanjem, je li tako? Da li ste ikada poslali zahtev za samoisključivanje na gore navedenu adresu e-pošte?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear macpunch71,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
3.7 Closure of your account: you may close your account at any time by contacting the customer service, however the below conditions apply.
3.8 You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
3.9 In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be frozen up to six month and you will be returned the last deposit amount. In such case after six months, the casino reserves the right to withdraw such funds.
3.10 Self-exclusion request: you can contact customer service via e-mail: support@wizebets.com, and we will assist you in closing your account. Please note, that section 3.7 above still applies to such closure requests.
I can see that you mentioned several times that you lost all your savings while communicating with the casino VIP manager. However, you never stated that you have a gambling problem, is that correct? Have you ever sent a self-exclusion request to the abovementioned email address, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Zaista nisam direktno rekao da imam zavisnost od kockanja. Kao VIP član vizebets-a, sva moja komunikacija je morala da prođe violet.vip@wizebets.com . Nakon mog značajnog gubitka nakon zahteva za zatvaranje, poslao sam e-poruke i oni su zatvorili moj nalog. Priložiću slike. Na snimcima ekrana se može videti da je postojao potpuno drugačiji pristup.
Indeed I did not directly state that I had a gambling addiction. As a VIP member of wizebets all my communication had to go through violet.vip@wizebets.com. After my significant loss after the request for close I sent emails and they did close my account. I shall attach the pictures. In the screenshots it can be seen that there was a whole different approach.
Samo da potvrdimo, u junu, vaš VIP menadžer nije postupio u skladu sa vašim zahtevom da zatvori vaš nalog nakon što ste ga obavestili da ste izgubili svu svoju ušteđevinu. Međutim, u julu vam je isti VIP menadžer poslao upitnik o odgovornom kockanju, a nakon toga vaš nalog je trajno blokiran zbog problema sa kockanjem. Tokom ovog perioda, da li ste slali e-poruke bilo kome drugom u kazinu osim vašem VIP menadžeru?
Just to confirm, in June, your VIP Manager did not comply with your request to close your account after you informed them about losing all your savings. However, in July, the same VIP Manager sent you a questionnaire about responsible gambling, and subsequently, your account was permanently blocked due to gambling issues. During this period, did you send any emails to anyone else in the casino besides your VIP Manager?
U julu sam još jednom izjavio da želim da zatvorim svoj nalog i oni su se povinovali. Nijedan drugi mejl nije poslat na druge adrese pošto je VIP menadžer bio moja lična osoba za kontakt.
In July I once again stated that I wished to close my account and they complied. No other emails were sent to other addresses as the VIP manager was my personal point of contact.
Hvala vam puno, macpunch71, na pružanju svih potrebnih informacija. Sada ću preneti vašu žalbu kolegi Jozefu ( _KSKSKSKSKS_0@email.kkkkk ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, macpunch71, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dragi macpunch71,
Apsolutno cenim što ste podelili svoja iskustva sa Casino Guru timom. Sada ćemo pokušati da stupimo u kontakt sa kazinom.
Dear macpunch71,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Dragi macpunch71 i Petronela ,
Izvinjavamo se zbog kašnjenja u našem odgovoru u vezi sa situacijom koja se dogodila.
Nakon interne istrage, pažljivo smo revidirali svu komunikaciju putem e-pošte sa korisnikom.
Tokom našeg pregleda otkrili smo da korisnik nije direktno spomenuo problem kockanja, a VIP menadžer je to, nažalost, propustio.
Nakon prvobitnog zahteva igrača, odmah smo ih savetovali da postave limit depozita na svom računu, ali su igrači taj predlog odbili.
Nije bilo direktne žalbe igrača u vezi sa njegovom zavisnošću.
Ipak, pokrenuli smo internu istragu i sprovodimo dodatne mere obuke kako bismo sprečili takve previde u budućnosti.
Nakon drugog zahteva igrača, poslali smo upitnik o odgovornom kockanju. Tada je nalog odmah zatvoren, a dostavljeni su linkovi za podršku inicijativama odgovornog kockanja.
Pored toga, mi zaista ozbiljno shvatamo problem kockanja i duboko žalimo zbog ove situacije.
Da sumiramo, iskreno se izvinjavamo za eventualne neprijatnosti. Vaše razumevanje će biti veoma cenjeno.
Dear macpunch71 and Petronela,
We apologize for the delay in our response regarding the situation that occurred.
After the internal investigation, we meticulously revised all the email communication with the user.
During our examination, we discovered that the user had not mentioned a gambling issue directly, and this unfortunately went unnoticed by the VIP manager.
After the player's initial request, we immediately advised them to set a deposit limit on their account, but the suggestion was rejected by the players.
There was no direct appeal from the player regarding his addiction.
Nevertheless, we have initiated an internal investigation and are implementing additional training measures to prevent such oversights in the future.
After the player's second request, we sent a questionnaire about responsible gambling. Then the account was immediately closed, and links to support responsible gambling initiatives were provided.
In addition, we truly take the gambling problem very seriously and deeply regret this situation.
To sum up, we sincerely apologize for any inconvenience caused. Your understanding will be highly appreciated.
Opciju za postavljanje ograničenja sam zaista odbio jer sam želeo da se moj nalog zatvori, kao što sam jasno naveo u e-poruci.
The option to set a limit was indeed rejected by me as I wished my account to be closed, as I made clear in the email.
Hvala vam na odgovoru, macpunch71 !
Na osnovu istorije dopisivanja, jasno vidim da ste prihvatili bodrenje svog menadžera. Štaviše, imali ste i uspešno povlačenje između prvog i drugog zahteva za zatvaranje naloga.
Takođe, ne zaboravite da mi samo težimo da se igrači osećaju prijatno u našem kazinu i da dobijemo odgovarajuću podršku od ličnog menadžera.
Vaš menadžer je naglasio vaše prošle uspehe i odlučio da ih potkrepi ličnim bonusom za vas, što je prihvaćeno bez prigovora.
Novi zahtev za zatvaranje stigao je od vas tek nakon nove sesije igre, i ovog puta smo odmah odgovorili, iako je zahtev takođe bio bez pominjanja zavisnosti.
Poštujemo odluke igrača da zatvore svoje račune, jer svi igrači imaju loše trenutke i gubitke - zato je VIP menadžer želeo da vas oraspoloži.
U ime rukovodstva VIP odeljenja želim samo da dodam da nam je žao što smo došli do ovakvog ishoda naše saradnje.
Thank you for your response, macpunch71!
Based on the correspondence history, I can clearly see that you accepted the cheer-up from your manager. Moreover, you also had a successful withdrawal between the first and second account closure request.
Also, don't forget that we only aim to make players feel comfortable at our casino, and receive proper support from a personal manager.
Your manager emphasized your past successes and decided to back them up with a personal bonus for you, which was accepted with no objection.
A new closure request came from you only after a new game session, and this time we responded immediately, although the request was also without mentioning the addiction.
We respect players' decisions to close their accounts, as all players have bad moments and losses - that's why the VIP manager wanted to cheer you up.
On behalf of the VIP department management, I just want to add that we are sorry that we have come to such an outcome of our cooperation.
Dragi Vizebets,
Nadam se da i sami vidite da ovi kontraargumenti nemaju ni osnova ni osnova.
1) Da, prihvatio sam bonus/lični bonus od agenta nakon što sam više puta tražio da se moj nalog zatvori. Zbog problema sa kockanjem, naravno, prihvatio bih. Razumem da nisam konkretno pomenuo reč zavisnost, ali sam rekao da imam problem. Štaviše, činjenica da sam prihvatio razveseljenje nema nikakve veze sa vašim agentom koji krši vaše uslove i odredbe.
2) Želite da svojim igračima bude udobno, onda biste trebali prihvatiti i ispuniti njihovu želju da zatvore svoj račun kada vam kažu da imaju problem.
3) Drugi put kada je stigao zahtev za zatvaranje, konačno ste reagovali. U stvari, tražio sam da se moj nalog zatvori 5 puta. tek nakon što je proteklo značajno vreme i pitao sam šesti put, da li je agent konačno delovao.
4) Činjenica da sam imao uspešno povlačenje nema apsolutno nikakve veze sa situacijom. Deponovao sam 9000 i povukao 2000. što znači da sam i dalje imao gubitak od 7000 evra.
5) „Poštujemo odluke igrača da zatvore svoje račune", ovo apsolutno nije slučaj jer sam pokušao da zatvorim svoj nalog 5 puta i naišao sam samo na otpor. To znači da jednostavno lažete ovde.
6) „3.7 Zatvaranje vašeg naloga: možete zatvoriti svoj nalog u bilo kom trenutku tako što ćete kontaktirati korisničku podršku, međutim, važe uslovi u nastavku." ovo je termin u vašim uslovima i odredbama i ovo je očigledno prekršeno i ja sam pretrpeo značajne finansijske gubitke zbog kršenja vaših osvojenih uslova.
Iako cenim vaš brz odgovor, nadam se da zaista ne verujete da vaši argumenti imaju bilo kakvu osnovu. Štaviše, od činjenice da ćete sada obučavati svoje osoblje nema nikakve koristi od mene.
S poštovanjem,
Bram Visser
Dear Wizebets,
I hope you can see yourself that these counter arguments have no basis nor merit.
1) Yes I did accept the cheer-up/personal bonus from the agent after repeatedly asking for my account to be closed. Due to my gambling issue, I would of course accept. I understand that I did not specifically mention the word addiction however I did state that I had an issue. Furthermore, the fact that I accepted the cheer up has nothing to do with your agent breaking your own terms and conditions.
2) You want to make your players comfortable then you should accept and grant their wishes to close their account when the tell you they have a problem.
3) The second time the closure request came in you finally acted. Actually I had requested my account to be closed 5 times. only after significant time had elapsed and I asked the 6th time, did the agent finally act.
4) The fact that I had a successful withdrawal has absolutely nothing to do with the situation. I had deposited 9000 and withdrew 2000. meaning I still suffered a 7000 euro loss.
5) "We respect players' decisions to close their accounts", this is absolutely not the case as I attempted to close my account 5 times and was only met with resistance. Meaning that you are simply lying here.
6) "3.7 Closure of your account: you may close your account at any time by contacting customer service, however, the below conditions apply." this is a term in your own terms and conditions and this was blatantly violated and I have suffered significant financial losses due to the violation of your won terms.
Although I appreciate your swift reply, I hope that you do not truely believe that your arguments have any basis whatsoever. Furthermore, the fact that you shall now train your staff is of zero use to me whatsoever.
Sincerely,
Bram Visser
Dragi Jozefe,
izgleda da vizebets neće odgovoriti na moju poruku. Postoje li još neki koraci koje možemo preduzeti?
Dear Jozef,
it does not seem like wizebets is going to reply to my message. Are there any other steps we can take?
Dragi macpunch71,
Hvala vam što ste dali sve informacije i na strpljenju tokom procesa rešavanja. Nakon što sam pažljivo ispitao i procenio date informacije, došao sam do zaključka. Veoma mi je žao zbog situacije, ali verujem da nemate pravo na povraćaj novca.
Prvo, želeo bih da naglasim da je bez jasne indikacije da igrač ima problema sa kockanjem, teško je utvrditi samo na osnovu opšte diskusije da li se igrač zaista suočava sa takvim problemima ili jednostavno svoje gubitke pripisuje lošoj sreći. Iz vašeg razgovora sa kazino timom, evidentno je da niste imali sreće, ali nisam primetio nikakve napore ili indicije koje sugerišu da ne kontrolišete svoje kockanje.
Ako ovi znaci nisu prisutni, kazino ima pravo da se potrudi da vas zadrži kao svog klijenta. Kao što ste mogli da primetite, kada su vaši izrazi postali očigledniji, zaposleni u kazinu je reagovao i odmah zatvorio vaš nalog.
Završavajući gore navedene informacije, primoran sam da odbijem vaš slučaj. Imate pravo da se ne slažete sa mojom odlukom. Alternativna opcija je da podnesete zvaničnu žalbu organu za licenciranje kazina. Mogu vam pomoći u ovom procesu, a možete me kontaktirati na dole navedenu adresu e-pošte. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć.
Srdačan pozdrav, Jozef
Dear macpunch71,
Thank you for providing all the information and for your patience throughout the resolution process. After carefully examining and evaluating the information provided, I have reached a conclusion. I am very sorry about the situation, but I believe you are not entitled to receive the refund.
Firstly, I would like to emphasize that without clear indication of the player experiencing gambling issues, it is difficult to determine solely based on general discussion whether the player is genuinely facing such problems or simply attributing their losses to bad luck. From your conversation with the casino team, it is evident that you have been unlucky, but I have not observed any efforts or indications suggesting that you are not in control of your gambling.
If these signs are not present, the casino has the right to make an effort to retain you as their customer. As you could experience, when your expressions became more evident, the casino employee responded and promptly closed your account.
Concluding the information above, I am forced to reject your case. You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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.
