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 Austria had won €5000 but encountered account blockage while trying to withdraw his winnings. The casino had labeled him as a fraudster despite his claims of innocence, which led to the confiscation of his funds. He sought assistance, as he could not reach the casino through their phone number. The Complaints Team had advised him to contact the Malta Gaming Authority for further resolution, as the casino could not provide detailed information due to GDPR regulations. The status of the complaint had been marked as "Waiting for decision of regulator," with updates to be monitored for three months. Eventually, the complaint was closed due to lack of response from the player, though he retained the option to reopen it in the future.
Igra? iz Austrije je osvojio 5000 evra, ali je nai?ao na blokadu ra?una dok je poku?avao da podigne svoj dobitak. Kazino ga je ozna?io kao prevaranta uprkos njegovim tvrdnjama da je nevin, ?to je dovelo do konfiskacije njegovih sredstava. Tra?io je pomo?, jer nije mogao da kontaktira kazino preko njihovog broja telefona. Tim za ?albe mu je savetovao da kontaktira Malte?ku upravu za igre na sre?u radi daljeg re?avanja, jer kazino nije mogao da pru?i detaljne informacije zbog GDPR propisa. Status ?albe je bio ozna?en kao ??eka se odluka regulatora“, a a?uriranja ?e se pratiti tri meseca. Na kraju je ?alba zatvorena zbog nedostatka odgovora igra?a, iako je zadr?ao mogu?nost da je ponovo otvori u budu?nosti.
Osvojio sam 5000 € u ovom kazinu, ?eleo sam da podignem svoj dobitak i prethodno sam morao da pro?em proces verifikacije, postavio sam slike tra?ene u mejlu na veb lokaciju, ali mi je nalog blokiran, a dobici zaplenjeni, uz obrazlo?enje da sam prevarant iako to nije slu?aj. Po mom mi?ljenju, kazino je sumnjiv. Prila?em snimak ekrana e-po?te (ako je mogu?e)
Molim vas pomozite mi.
Niko se ne javlja na broj telefona kazina.
Srda?an pozdrav
Aleksandar M***
Ladies and Gentlemen
I won €5000 at this casino, wanted to withdraw my winnings and had to go through a verification process beforehand, I uploaded the pictures requested in an email to the website, but my account was blocked and the winnings confiscated, with the explanation that I was a fraudster even though that is not the case. In my opinion, the casino is dubious. I am attaching a screenshot of the email (if possible)
Please help me.
Nobody answers the casino's phone number.
Best regards
Alexander M***
Sehr geehrte Damen und Herren,
ich habe bei diesem Casino 5000€ gewonnen, wollte meinen Gewinn auszahlen und musste vorher einen Verifizierungsprozess machen, habe auf der Website die in einer Email geforderten Bilder hochgeladen, jedoch wurde mein Konto gesperrt und der Gewinn eingezogen, mit der Begründung ich sei ein Betrüger obwohl das gar nicht stimmt. Meiner Meinung nach ist das Casino unseri?s. Anbei füge ich noch einen Screenshot der Email an (wenn m?glich)
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 molim vas da nam ka?ete na koje igre ste se fokusirali - slotovi, kazino u?ivo, sportsko kla?enje, itd.?
Da li sam dobro razumeo da je va? nalog verifikovan?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Hvala vam unapred na odgovoru.
Srda?an pozdrav,
Kristina
Dear Alex99,
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 which games you focused on - slots, live casino, sports betting, etc.?
Do I understand correctly that your account was verified?
Did you accumulate your winnings with or without an active bonus?
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.
Igrao sam Giantoonz slot ma?inu bez bonusa jer znam da neki bonus uslovi mogu da izazovu probleme.
Hteo sam da izvr?im povla?enje, ali su ga otkazali jer je verifikacija bila na ?ekanju, u?itao sam potrebne dokumente i obra?eno je. Slede?eg dana sam bio blokiran i prijavljivanje od tada ne radi.
Niko se ne javlja na broj telefona i upitno je da li se odgovara na moj mejl.
Hello Kristina,
I played the Giantoonz slot machine without a bonus because I know that some bonus conditions can cause problems.
I wanted to make my withdrawal but they cancelled it because the verification was pending, I uploaded the required documents and it was processed. The next day I was blocked and the login has not worked since then.
Nobody answers the phone number and it is questionable whether my email is answered.
Hallo Kristina,
ich habe den Automatenslot Giantoonz gespielt und das auch extra ohne Bonus da ich wei?, dass manche Bonusbedingungen Probleme bereiten k?nnen.
Ich wollte meine Auszahlung t?tigen doch sie haben diese storniert da die Verifizierung aust?ndig war, ich habe die geforderten Dokumente hochgeladen und es wurde bearbeitet. Am n?chsten Tag war ich gesperrt und der Login funktioniert seither nicht.
Bei der Telefonnummer hebt keiner ab und ob auf meine Email geantwortet wird ist fraglich.
evo opet standardizovani mejl na moju e-po?tu Na?alost ne razumem ?ta ?ele od mene nisam uradio ni?ta lo?e ovo je njihova prevara
here again the standardized email to my email I unfortunately do not understand what they want from me I have done nothing wrong this is fraud from them
hier wieder die standartisierte Email auf meine Email ich verstehe leider nicht was die von mir wollen ich habe nichts falsch gemacht das is Betrug von denen
Hvala vam puno, Alek99, na saradnji. Sada ?u va?u ?albu preneti kolegi Kubou ( [email protected] ) koji ?e vam biti na usluzi. ?elim vam puno sre?e i nadam se da ?e problem biti re?en na va?e zadovoljstvo u bliskoj budu?nosti.
Thank you very much, Alex99, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
Ja sam Kubo i od sada ?u se pobrinuti za tvoju ?albu. Ako je bilo novih a?uriranja u vezi sa ovim slu?ajem od poslednje date informacije, obavestite me.
?eleo bih da pozovem predstavnike LVbet kazina da se pridru?e ovoj diskusiji i pru?e sve dostupne informacije koje ?e pomo?i u re?avanju ovog problema.
Po?tovani LVbet kazino ,
Mo?ete li, molim vas, da pru?ite detaljne informacije o ovom slu?aju i navedete razloge zbog kojih je igra?u oduzet dobitak? Molimo dostavite relevantne dokaze na moju e-po?tu na [email protected] .
Hvala unapred na odgovoru!
Srda?an pozdrav,
Kubo
Dear Alex99,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the LVbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear LVbet Casino,
Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated? Please provide any relevant supporting evidence to my email at [email protected].
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.
Mo?ete li ljubazno proslediti e-po?tu koja sadr?i dokumente koje ste dostavili kazinu tokom procesa verifikacije na moju adresu e-po?te na [email protected] ?
Hvala vam na saradnji.
Dear Alex99,
Could you kindly forward the email containing the documents you submitted to the casino during your verification process to my email address at [email protected]?
Zbog strogih GDPR propisa, LVbet kazino na?alost nije u mogu?nosti da pru?i detaljne informacije u vezi sa va?im slu?ajem. Me?utim, kazino je licenciran od strane Malte?ke uprave za igre na sre?u (MGA) koja nudi usluge re?avanja sporova.
Ljubazno vam preporu?ujem da kontaktirate Malte?ku upravu za igre na sre?u i podnesete ?albu preko njihove veb stranice: https: //vvv.mga.org.mt/plaier-hub/lodge-a-complaint/ . MGA ima vi?e alata i resursa da pomogne igra?ima u takvim stvarima.
Obavestite me ako vam treba pomo? oko podno?enja ?albe. Tako?e, prosledite mi e-poruku sa potvrdom kada podnesete svoju ?albu MGA. Mo?ete me dobiti na [email protected] .
Hvala vam na razumevanju.
Dear Alex99,
Due to strict GDPR regulations, LVbet Casino is unfortunately unable to provide detailed information regarding your case. However, the casino is licensed by the Malta Gaming Authority (MGA), which offers dispute resolution services.
I kindly recommend that you contact the Malta Gaming Authority and submit a complaint through their website: https://www.mga.org.mt/player-hub/lodge-a-complaint/. The MGA has more tools and resources to assist players in such matters.
Please let me know if you need any assistance with submitting the complaint. Also, kindly forward me the confirmation email once you have submitted your complaint to the MGA. You can reach me at [email protected].
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 Alex99,
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.
Po?to je Malta Gaming Authoriti uklju?ena u ovo pitanje, nastavi?u sa promenom statusa ?albe u ? ?eka se odluka regulatora ". Ako u me?uvremenu ne bude a?uriranja, ovaj status ?e ostati tri meseca, nakon ?ega ?e ?alba biti automatski ponovo otvorena.
Ako dobijete bilo kakva a?uriranja u vezi sa odlukom MGA tokom ovog perioda, slobodno mi se obratite putem adrese e-po?te koju ste ranije naveli.
Hvala vam na razumevanju i ?elim vam puno sre?e sa odlukom regulatora.
Srda?an pozdrav,
Kubo
Dear Alex99,
Since Malta Gaming Authority is involved in this matter, I will proceed with changing the status of the complaint to "Waiting for decision of regulator". If there are no updates in the meantime, this status will remain for three months, after which the complaint will be automatically reopened.
If you receive any updates regarding the MGA's decision during this period, please feel free to reach out to me via the email address provided earlier.
Thank you for your understanding, and I wish you the best of luck with the regulator's decision.
Dragi Alex99, Nadamo se da ste dobro. ?eleli smo da vas informi?emo o va?em slu?aju koji je prethodno ozna?en sa "?ekaju?i na regulatora" na na?oj stranici. Va? prigovor je sada automatski otvoren ponovo i ?elimo da znamo da li je bilo nekih pomaka od na?e poslednje komunikacije. Ako je regulatorno telo re?ilo va? prigovor u va?u korist, molimo vas da a?urirate va? prigovor. Alternativno, ako je odlu?eno u korist kazina, feedback je jednako bitan. Razumemo da je odre?eno vreme pro?lo, ali a?uriranje prigovora nam omogu?ava da preduzmemo odre?ene korake, kao ?to je davanje negativnih poena za kazino, ili upozoravanje igra?a da regulator podr?ava radnje kazina. Zaista smo zahvalni na va?oj kooperaciji i va? odgovor bi nam zaista bio zna?ajan. Hvala u napred na vremenu i odgovoru.
Dear Alex99, We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication. If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator. We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Na?alost moramo vas obavestiti da, zbog nedostatka odgovora igra?a na na?e poruke, upite i podsetnike, trenutno nismo u mogu?nosti nastaviti sa daljom istragom ili ponuditi potencijalna re?enja. Kao rezultat toga, moramo trenutno zatvoriti ovu ?albu. Me?utim, imajte na umu da igra? zadr?ava mogu?nost ponovnog otvaranja ove ?albe u bilo kom trenutku u budu?nosti ako odlu?i nastaviti komunikaciju. Ostajemo otvoreni i spremni pomo?i u re?avanju problema ako se igra? ponovno odlu?i obratiti.
Hvala na razumijevanju.
Srda?an pozdrav, Kubo www.kpvfaw.com
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment. However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out 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.
