NaslovnaPritu?beCoins.Game Casino - Nalog igra?a nije odmah zatvoren.
Coins.Game Casino - Nalog igra?a nije odmah zatvoren.
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Coins.Game Casino
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Sigurnosni indeks
Zajedno sa na?om metodologijom recenzija, mi smo izra?unali Sigurnosni indeks kazina baziran na vi?e od 20 faktora, uklju?uju?i finansije, fer Uslove i pravila, prigovore igra?a i drugo. ?to je vi?i Sigurnosni indeks, ve?e su ?anse da vam va?i dobici budu ispla?eni.
The player from Denmark, who identified himself as a gambling addict, had lost $366 and later his entire paycheck of $1565 at Coins.Game casino. He had notified the casino about his addiction on July 27th, but his account was not closed until August 2nd. The player had argued that the casino should have closed his account immediately after being informed about his addiction, and he had sought a refund for the losses incurred after July 27th. The casino did not respond to our inquiries, which led to the case being initially marked as 'unresolved'. However, the casino later claimed to have refunded the player's deposits, and the player confirmed the receipt of this refund. Despite his dissatisfaction with the casino's initial lack of response, he agreed to mark the complaint as 'resolved'.
Igra? iz Danske, koji se identifikovao kao zavisnik od kockanja, izgubio je 366 dolara, a kasnije i celu svoju platu od 1565 dolara u kazinu Coins.Game. On je kazino obavestio o svojoj zavisnosti 27. jula, ali njegov ra?un je zatvoren tek 2. avgusta. Igra? je tvrdio da je kazino trebalo da zatvori njegov ra?un odmah nakon ?to je obave?ten o njegovoj zavisnosti, i tra?io je povra?aj za gubitke nastale posle 27. jula. Kazino nije odgovorio na na?e upite, ?to je dovelo do toga da je slu?aj prvobitno ozna?en kao ?nere?en“. Me?utim, kasino je kasnije tvrdio da je refundirao depozite igra?a, a igra? je potvrdio prijem ovog povra?aja. Uprkos svom nezadovoljstvu zbog prvobitnog nedostatka odgovora kazina, pristao je da tu?bu ozna?i kao ?re?enu“.
Ve? sam izgubio 366 USD u kazinu coins.game, a 28. jula sam ih obavestio putem e-po?te da sam zavisnik od kockanja i da sam izgubio 366 USD koji je do?ao od kredita koje nisam mogao da priu?tim da izgubim i da sam tra?io mogu?i povrat novca jer su ta sredstva bila namenjena pla?anju ra?una. I u tekstu i u temi e-poruke jasno je pisalo o zavisnosti od kockanja. ?ak su odgovorili na e-po?tu u kojoj sam ponovo napisao da sam izgubio zbog svoje zavisnosti. Ovo potvr?uje da su izgleda i obradili moju po?etnu e-po?tu sa obave?tenjem da sam zavisnik od kockanja i da sam izgubio vi?e nego ?to sam mogao da priu?tim.
1. avgusta je bila isplata, a ja sam polo?io celu svoju platu i izgubio sve ?to je ukupno 1565 USDT, ?to kazino nije trebalo da dozvoli po?to sam ih ve? obavestio o svojoj zavisnosti od kockanja i izgubio sam sredstva koja sam mogao ne priu?titi.
Napisao sam im e-po?tu o gore navedenoj stvari, a sada su mi zatvorili nalog pro?le srede, ali su mi rekli da ne daju povra?aj sredstava, pa je spor zbog ?ega nisu zatvorili nalog kada sam ih obavestio moja zavisnost, tako da nikada ne bih mogao da polo?im i izgubim ceo ?ek.
I had already lost 366 USD in coins.game casino, and on 28. July i informed them by email that i was an gambling addict, and that i had lost 366$ which came from loans i could not afford to lose, and asking for a possible refund because those funds were intended to pay bills. Both in the text and the topic of the email was clearly texted with Gambling addiction. They even replied the email where i did write back again that i lost due to my addiction. This confirms that they have seem and processed my initial email informing that i am a gambling addict and that i had lost more than i could afford.
On 1. August it was payday, and i deposited my whole paycheck and lost everything which is a total of 1565 USDT, which the casino should not have been allowing since i already did inform them about my gambling addiction and i had lost funds i could not afford.
I did write an email to them about the above matter, and now they closed my account on last wednesday but they told me they do not provide refunds, so the dispute is why they did not close the account in first place when i informed them about my addiction, so i never could have deposited and lost my whole pay-check.
Hvala vam puno ?to ste podneli ?albu. ?ao mi je ?to ?ujem za va? problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju. Mo?ete li da nam ka?ete da li ste obavestili kazino o svom problemu sa kockanjem pre 28. jula? Kada je ta?no va? nalog trajno blokiran, molim vas?
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Radujemo se Va?em odgovoru.
Srda?an pozdrav,
Petronela
Dear qwrath,
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 you informed the casino about your gambling problem before July 28th? When exactly was your account blocked permanently, please?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Hvala na odgovoru, da bih ovo objasnio, poku?ao sam da napravim vremenski okvir za period:
23/24. jula sam deponovao i izgubio 366 USDT.
27. jul Poslao sam e-po?tu u kojoj sam obavestio kazino da sam zavisnik od kockanja i da sam izgubio vi?e nego ?to sam mogao da priu?tim od pozajmice, pitaju?i me da li postoji bilo kakva mogu?nost za povra?aj novca.
(Na snimku ekrana e-po?te pi?e 28. jul u mejlu, ali 27. jul u gornjem desnom uglu, jer je poslat od mene 27. jula u mojoj vremenskoj zoni, ali 28. u vremenskoj zoni coins.game)
1. Avgust je bila isplata i izgubio sam ceo ?ek od ukupno 1565 USDT, tako da nemam novca za kiriju/hranu.
2. avgust pisao sam coins.game / Roial Vai NV u vezi sa time da sam ih ranije obavestio o svojoj zavisnosti od kockanja, a sada sam izgubio ceo ?ek, a onda su mi odgovorili sa ovim tekstom prikazanim na snimku ekrana, gde su zatvorili moju ra?un 2. avgusta.
Ali za?to to nisu uradili kada sam ih 27. jula obavestio o svojoj zavisnosti.
Dakle, spor nije oko 366 USDT koje sam izgubio u kazinu pre 27. jula, ve? sredstva koja sam deponovao i izgubio nakon ?to sam obavestio kazino o svojoj zavisnosti od kockanja i rekao im da sam zavisnik od kockanja i da sam izgubio vi?e od mogao sam da priu?tim, kada su mi odgovorili na e-po?tu, ?to potvr?uje da su oboje videli i obradili dva e-poruka koja sam poslao u vezi sa mojom zavisno??u.
Hello Petronela,
Thanks for your reply, to explain this i have tried to make a timeline for the period:
23/24. July i deposited and lost 366 USDT.
27. July i sent the email informing the casino that i am a gambling addict and i had lost more than i could afford from loan, asking if there was any possibility for a refund.
(The email screenshot says 28. July in the email but 27. July in the upper right corner, becasue it was sent from me on 27. July in my timezone, but the 28. in coins.game timezone)
1. August it was payday and i lost my whole pay-check in total of 1565 USDT, so i have no money for rent/food.
2. August i wrote to coins.game / Royal Way N.V. regarding i earlier informed them about my gambling addiction, and now i lost my whole pay-check, and then they reply with this text shown in the screenshot, where they did close my account on 2. august.
But why didnt they do so when i informed them about my addiction on the 27. July.
So the dispute is not about the the 366 USDT i lost in the casino before 27. July, but the funds i deposited and lost after i informed the casino about my gambling addiction and told them i was a gambling addict and i had lost more than i could afford, when they have replied my email, which confirms that they have both seen and processed the two emails i sent informing about my addiction.
Sada imam jasnije razumevanje. O?igledno je da ste poslali e-mail 27. jula u 23:15, ?to je bilo u ?etvrtak kasno uve?e. Cela diskusija se vrtela oko potencijalne nadoknade sredstava koja ste prethodno ulo?ili u kazino. Iako ste spomenuli svoj problem sa kockanjem, niste izri?ito zahtevali da se va? nalog blokira. Me?utim, ovo bi se moglo posmatrati kao molba za pomo?. Kazino je kasnije zatvorio va? nalog 2. avgusta, otprilike 6 dana kasnije.
S obzirom da je bilo nekoliko poruka razmenjenih izme?u vas i predstavnika kazina, verovatno je da je kazino mogao da preduzme mere ranije i da zatvori va? nalog pre srede slede?e nedelje.
Da li je bilo nekih dodatnih zahteva koje ste uputili posle 27. koji su mo?da naveli kazino da zatvori va? nalog? Ili je zahtev od 27. bio jedini?
I now have a clearer understanding. It's evident that you sent an email on July 27th at 23:15, which was a late Thursday evening. The entire discussion revolved around the potential reimbursement of the funds you had previously invested in the casino. While you did mention your gambling issue, you didn't explicitly request your account to be blocked. However, this could be seen as a plea for assistance. The casino subsequently closed your account on August 2nd, approximately 6 days later.
Given that there were several messages exchanged between you and the casino representative, it's plausible that the casino could have taken action sooner and closed your account prior to the following week's Wednesday.
Were there any additional requests you made after the 27th that might have prompted the casino to close your account? Or was the request from the 27th the only one?
Poslao sam 5 e-poruka 27-07-2023 koji su se svi odnosili na ovu temu, tako da nema sumnje da je kazino dobro obave?ten da sam zavisnik od kockanja, tema e-po?te se zove zavisnost od kockanja, u imejlovima je veoma jasno da sam zavisnik od kockanja, da sam izgubio vi?e nego ?to sam mogao da priu?tim od kredita, ?ak sam u svom poslednjem mejlu tra?io manji mogu?i povrat novca za hranu, po?to sam izgubio svaki nov?i? koji mi je ostao, na Coins.game. Kazino je ?ak odgovorio da im je jako ?ao i da razumeju koliko mi je ovo te?ko u ovom trenutku 27-07, kako im mo?e biti ?ao ako ni?ta ne preduzmu da bi moj nalog ostao aktivan da izgubim jo? vi?e.
Evo snimka ekrana od 5 e-poruka, odgovor na e-po?tu je na vrhu snimaka ekrana, pra?en prethodnom prepiskom ispod.
Hi,
I had sent 5 emails on 27-07-2023 all adressing this matter, so there is no doubt that the casino was well informed that i was a gambling addict, the email-topic is named gambling addiction, in the emails i make it very clear i am a gambling addict, that i had lost more than i could afford from loans, i even asked in my last email for a smaller possible refund for money for food, since i lost every dime i had left, at Coins.game. The casino even responded that they are very sorry and understand how diffucult this is for me at this time on 27-07, how can they be sorry if they do nothing about this keeping my account active to lose even more.
Here is screenshot of the 5 emails, the email reply is on the top of the screenshots followed by the former correspondance below.
Hvala vam puno, kvrath, ?to ste dali sve potrebne informacije. Sada ?u preneti va?u ?albu kolegi Jozefu ( [email protected] ) koji ?e vam biti u pomo?i. ?elim vam puno sre?e i nadam se da ?e va? problem biti re?en na va?e zadovoljstvo u bliskoj budu?nosti.
Thank you very much, qwrath, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.
Voleli bi da zamolimo kazino da odgovori na ovu pritu?bu. Produ?ujemo timer za 7 dana. Ako kazino ne odgovori u predvi?enom roku, prigovo ?emo zatvoriti kao "nere?en", ?to mo?e negativno uticati na rejting kazina.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Po?to nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom, nemamo drugog izbora nego da klasifikujemo ?albu kao ?nere?enu". Kazino mo?e ponovo da otvori ovu ?albu u bilo kom trenutku.
Dragi kvrath,
Veoma mi je ?ao, ali po?to kazino tim nije reagovao, nismo u mogu?nosti da nastavimo sa istragom. Alternativna opcija je da podnesete zvani?nu ?albu organu za licenciranje kazina. Mogu vam pomo?i u ovom procesu, a mo?ete me kontaktirati na dole navedenu adresu e-po?te. Imajte na umu da ?e ova ?alba uticati na njihov indeks bezbednosti na na?oj veb stranici. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomo?.
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear qwrath,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. 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. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Ponovo smo otvorili ovu ?albu na zahtev kazina. ?eleli bismo da ovom slu?aju damo jo? jednu ?ansu da se re?i i pomognemo obema uklju?enim stranama da do?u do zadovoljavaju?eg zaklju?ka.
Ovo je poruka kazina za nas:
Zdravo!
Ovom igra?u je ispla?en iznos njegovih depozita, o kojima je gore bilo re?i, molimo vas da zatvorite ?albu kao re?enu.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
This is the casino's message to us:
Hello!
This player was paid the amount of his deposits, which were discussed above, please close the complaint as resolved.
Produ?avamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pru?ite asistenciju, mi ?emo da odbijemo prigovor.
Dear qwrath,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Da, mogu da potvrdim da je kazino refundirao iznos, me?utim ?eleo bih da napomenem da je to potrajalo veoma dugo, a kazino ili nije reagovao ili je negirao svoju odgovornost, sve dok nije poslat regulatoru. Verujem da je kazino trebalo da preuzme odgovornost pre nego ?to je uklju?io regulator. Ali ovo mo?ete postaviti na re?eno.
Hi,
Yes I can confirm that the casino has refunded the amount, however I would like to note that it took very long time, and casino was either not responding or denied their responsibility, until it was sent to the regulator. I believe the casino should have taken responsibility before involving the regulator. But you may set this to solved.
Hvala vam ?to koristite centar za re?avanje ?albi Casino Guru. Drago nam je da ?ujemo da je va? problem re?en. Sada ?emo to ozna?iti kao 're?eno' u na?em sistemu. Molimo, ne ustru?avajte se da nas kontaktirate u budu?nosti, ako nai?ete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da vam pomognemo, ali se nadam da se vi?e ne?ete susresti sa ovakvim problemom.
Srda?an pozdrav, Jozef
Dear qwrath,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
www.kpvfaw.com 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 na?e recenzije i vodi?i su kreirani iskreno, u skladu sa najboljim znanjem i rasu?ivanjem na?ih ?lanova iz ekspertskog tima; ipak ovaj sadr?aj je napravljen u informativne svrhe i ne bi smeo i trebao da se tuma?i kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego po?nete igrati u odre?enom kazinu.
