NaslovnaPritu?beMyStake Casino - Igra? je zabrinut nakon zatvaranja ra?una i novog depozita.
MyStake Casino - Igra? je zabrinut nakon zatvaranja ra?una i novog depozita.
Automatski prevedeno:
Iznos:
￡400
MyStake Casino
Index sigurnosti:Veoma visok
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 the United Kingdom had previously requested self-exclusion from the casino, resulting in account closure. Afterward, he opened a new account with updated credentials and deposited ￡400, but he worried about not being refunded due to the self-exclusion rules. The Complaints Team reviewed the situation and noted that the player had provided an incorrect birthdate during registration, which led to the casino's system not detecting his previous self-excluded account. Consequently, the player was unable to access the funds he had deposited, and the complaint was ultimately rejected based on the player's provision of incorrect personal information during account creation.
Igra? iz Ujedinjenog Kraljevstva je ranije zatra?io samoisklju?ivanje iz kazina, ?to je rezultiralo zatvaranjem naloga. Nakon toga je otvorio novi ra?un sa a?uriranim akreditivima i deponovao 400 funti, ali se brinuo da mu novac ne?e biti vra?en zbog pravila samoisklju?enja. Tim za ?albe je pregledao situaciju i primetio da je igra? naveo neta?an datum ro?enja tokom registracije, ?to je dovelo do toga da sistem kazina nije otkrio njegov prethodni samoisklju?eni nalog. Shodno tome, igra? nije mogao da pristupi sredstvima koja je deponovao, a ?alba je na kraju odbijena na osnovu toga ?to je igra? dao neta?ne li?ne podatke tokom kreiranja naloga.
Ranije sam bio isklju?en iz svog uloga jer sam to tra?io od njih jer imam problem sa kockanjem, zatvorili su moj nalog na zahtev. Nedavno sam otvorio novi sa svim istim akreditivima, osim nove a?urirane e-po?te koju koristim, mogao sam odmah da uplatim 400 funti koje sam izgubio i sada sam zabrinut da mi ne?e vratiti novac.
apsolutno ne bi trebalo da mi dozvole da otvorim novi ra?un sa istim detaljima, a zatim polo?im i izgubim novac, to poni?tava ceo smisao samoisklju?ivanja, znam da je moja gre?ka ?to sam napravio 2. nalog, ali oni imaju propise koje treba da pratiti
kazino je bio mistake.com
I have previous been excluded from my stake as I requested them to do so as I have a gambling issue, they closed down my account as requested. I recently have opened a new one with all the same credentials apart from a new updated email I use, I was able to deposit straight away ￡400 which I lost and now I’m concerned they will not refund it.
they absolutely should not be able to allow me to open a new account with the same details and then deposit & lose money it defeats the whole point of self excluding, I know it’s my fault I made the 2nd account but they have regulations they need to follow
Hvala vam puno ?to ste podneli ovu ?albu. ?ao mi je ?to ?ujem za problem koji imate. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim va?u situaciju.
Mo?ete li da navedete kada ste ta?no zatvorili svoj prvi nalog? Prosledite mi zahtev za zatvaranje naloga koji ste poslali kazinu na [email protected] .
Da li je neki od va?ih naloga u potpunosti verifikovan ili ste bar uneli li?ne dokumente na svoje profile?
Da li jo? uvek mo?ete da pristupite drugom nalogu u ovom kazinu ili je on u me?uvremenu zatvoren?
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Hvala unapred na odgovoru.
Srda?an pozdrav
Veronika
Dear Muzza1994,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly you closed your first account? Please forward me the account closure request you sent to the casino at [email protected].
Have any of your accounts been fully verified, or have you at least uploaded any identity documents to your profiles?
Are you still able to access the second account at this casino, or has it been closed in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Zdravo, odgovaram na va? odgovor u vezi sa ?albom zbog toga ?to sam se isklju?io iz svog uloga i naglas da ponovo otvorim drugi nalog koriste?i iste akreditive ali novu adresu e-po?te koja je sada moja trenutna adresa e-po?te.
Nemam ta?an datum kada je prvi nalog zatvoren (ali to je bilo pre otprilike 6 meseci), vi?e ne mogu da mu pristupim, ali je verifikovano i zatra?io sam samoisklju?ivanje putem onlajn ?askanja ?to su i u?inili.
Novi nalog je napravljen koriste?i isto ime, datum ro?enja, broj mobilnog telefona, i kada sam napravio nalog, odmah sam deponovao i dok su moje opklade bile u?ivo poku?ao sam da potvrdim i onda je pisalo Ne?e mi dozvoliti kao ?to imam drugi nalog koji koristi istu voza?ku dozvolu, ali ovo je bilo prekasno jer sam ve? izgubio novac. Trebalo je da budu u stanju da prepoznaju moje podatke prilikom kreiranja naloga i to se nikada ne bi dogodilo.
Nikada nisam poku?ao da manipuli?em svojim detaljima jer sam bio svestan da ?u morati da proverim svoje detalje, ?to ne bih mogao da uradim ako bih za po?etak imputirao neta?ne podatke.
Dodao sam 2 fotografije odgovora od kojih je jedna (naslov samo isklju?eni nalog) zahteva informacije i datume kada sam sam isklju?io stari nalog i druga koja prikazuje odgovor kada tra?im povra?aj novca zbog samoisklju?enja
Hello I am responding to your reply about the complaint due to being self excluded on my stake and being aloud to reopen another account using same credentials but a new email address which is now my current email.
I don’t have an exact date of when the first account was closed down (but it was roughly 6 months ago), I cannot access it anymore but it was verified and I requested self exclusion via online chat which they did do.
The new account was made using the same name, date of birth, mobile number, and when I created the account I deposited right away and whilst my bets where live I attempted to verify and then it said It wouldn’t allow me as I have another account using the same driving license, however this was too late as I had already lost the money. They should have been able to recognise my details when making the account and this would never have happened.
I never tried to manipulate my details as I was aware I would need to verify my details which I wouldn’t be able to do if I imputed incorrect details to start with.
I have added 2 photos of replies one being (title self excluded account) requesting information and dates of when I self excluded the old account and a second which shows the reply when asking for a refund due to being self excluded
Hvala puno, Muzza1994, ?to ste dali sve potrebne informacije. Sada ?u preneti va?u ?albu kolegi Mihalu ( [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, Muzza1994, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([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.
Moje ime je Michal i ja ?u vam pomo?i u va?em slu?aju. Nadam se da ?emo zajedno do?i do uspe?nog re?enja va?eg problema.
?eleo bih da zatra?im prisustvo predstavnika kazina u ovom razgovoru.
Dragi MiStake Casino ,
Da li biste mogli da pru?ite dodatne informacije u vezi sa ovim pitanjem i razjasnite situaciju? Tako?e bih vam bio zahvalan ako biste nam dostavili sve relevantne dokaze.
Hvala unapred.
S po?tovanjem,
Michal
Hello Muzza1994,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear MyStake Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Kao ?to znamo, nemogu?e je uo?iti duplikat naloga do verifikacije. Igra? je napravio depozite i nakon toga je pro?ao proces verifikacije i zatvorili smo ra?un.
Mo?emo vam pru?iti dokaz ako je potrebno.
Srda?an pozdrav
Hello,
As we know it's impossible to notice a duplicate account until the verification. The player made deposits and after that, he passed the verification process and we closed the account.
Da li sam dobro razumeo da sistem funkcioni?e na na?in da ako prethodno samoisklju?eni igra? poku?a da se ponovo registruje i pru?i li?ne podatke koji su identi?ni prethodnom nalogu, sa izuzetkom e-po?te, mo?i ?e da uplati i igrati, a sistem ih ne bi poklapao ili otkrio do trenutka kada bi poku?ali da se verifikuju?
Dear MyStake Casino,
Do I understand correctly that the system works in such a way that if a previously self-excluded player tries to register again, and provides personal information that is identical to the previous account, with the exception of email, they would be able to deposit and play, and the system would not match or detect them until the moment they would try to verify themselves?
Apsolutno nije nemogu?e uo?iti duplikat naloga do verifikacije, veoma jednostavan sistem mo?e prepoznati ime/datum ro?enja i broj mobilnog pri registraciji ?to bi spre?ilo samoisklju?enog igra?a da napravi drugi nalog, iako jednostavno odlu?ite da im dozvolite da to uradite jer znate da ?e deponovati pre nego ?to budu verifikovani kako biste mogli da zaradite vi?e novca.
ako va? sistem ne mo?e da prepozna vrlo jednostavne podatke onda ne uspevate da za?titite ranjive zavisnike od kockanja ?to ste du?ni da uradite.
It is absolutely not impossible to notice a duplicate account until verification, a very simple system can recognise the name / date of birth and mobile number on registration which would prevent a self excluded player from making a second account, although you simply choose to allow them to do so as you know they will deposit before they are verified so you can make more money.
if your system cannot recognise very simple data than you are failing to protect vulnerable gambling addicts which you have a duty to do so.
Imajte na umu da ako igra?i koji su prethodno bili samoisklju?eni mogu da otvore drugi nalog, polo?e i igraju bez ikakve potrebe za verifikacijom, iako sa drugom adresom e-po?te (?to je podatak koji bi se mogao promeniti nakon nekog vremena, kao u ovom slu?aju), ne smatramo da su ove mere dovoljne za za?titu igra?a koji se bore sa zavisno??u od kockanja. Ako bi se od njih tra?ilo da se verifikuju pre deponovanja/igranja, sistem bi mogao da ih otkrije pre nego ?to izgube bilo kakva sredstva.
U ovom slu?aju, igra? je ?ak potvrdio kori??enje istih li?nih podataka kao na svom originalnom nalogu, dodatno potkrepljuju?i ?injenicu da nije namerno poku?ao da zaobi?e bezbednosne protokole kazina koriste?i razli?ite li?ne podatke. Da li biste u ovom slu?aju bili voljni da igra?u vratite novac za sve depozite koje je napravio na drugom ra?unu?
Dear MyStake Casino,
Please understand that if players who were previously self-excluded are able to create another account, deposit, and play without any need for verification, albeit with a different email address (which is a piece of information that could be changed after some time, as in this case), we do not consider these measures to be sufficient for protecting the players struggling with gambling addiction. If they were asked to verify themselves before depositing/playing, the system would be able to detect them before they lose any funds.
In this case, the player even verified using the same personal information as in his original account, further supporting the fact that he did not deliberately try to bypass the casino's security protocols by using different personal information. Would you be willing to refund the player in this case for all of the deposits that they made in the second account?
Nije te?ko da postoji mnogo onlajn kazina sa jednostavnim sistemima koji detektuju podatke kako bi spre?ili da isklju?eni korisnici otvore drugi nalog i izgube novac.
Koristio sam sve iste informacije kao isklju?eni nalog, samo ?to je imejl bio druga?iji, ?to je ve? du?e vreme moja nova glavna adresa e-po?te.
niste uspeli da za?titite ranjivog kockara i sre?ni ste ?to zadr?avate sredstva izgubljena zbog ovoga, zaista ?okantno!
It is not difficult there are many online casinos with simple systems which detect data to prevent excluded users creating a 2nd account and losing money.
I used all the same information as the excluded account only the email was different which has been my new main email address for a long time.
you failed to protect a vulnerable gambler and are happy to keep the funds lost due to this, really shocking!
Iako je sjajno ?to verujete svom sistemu verifikacije, to nije dovoljno za igra?e sa problemom kockanja kojima je veoma lako da se registruju samo kori??enjem druge adrese e-po?te. Mo?ete li mi re?i da li je u ovom slu?aju korisnik imao samo dva naloga na va?oj veb stranici – prvi koji je zatvoren zbog samoisklju?enja i drugi o kojem se raspravlja u ovom slu?aju?
Dear MyStake Casino,
Although it is great that you trust your verification system, it is not sufficient for players with a gambling problem who find it very easy to register just by using a different email address. Can you tell me if in this case, the user only had two accounts on your website - the first one that was closed due to self-exclusion and the second one being discussed in this case?
Kada je korisnik zatvorio prvi nalog i pomenuo da ima ?problema sa kockanjem", izgledalo je nejasno da li je zavisnik od kockanja ili ne. Ali odmah smo zatvorili ra?un. Takav argument, po na?em mi?ljenju, ne mora da ukazuje na problem zavisnosti od kockanja.
srda?an pozdrav
Hello,
When the user closed the first account and mentioned that he had "gambling issues" it seemed a blur whether he was gambling addicted or not. But we closed the account immediately. Such an argument, in our opinion, does not necessarily indicate a problem with gambling addiction.
Ve? ste se slo?ili i potvrdili da ste zatvorili prvi nalog po?to sam zahtevao da se to uradi zbog moje zavisnosti i problema sa kockanjem, to uop?te nije bilo ?zamu?enje" - kako je sme?no
You have already agreed and confirmed you closed the first account as I requested this to be done due to my gambling addiction and issues, it was not a "blur" atall - how ridiculous
Po mom mi?ljenju, ako je igra? pomenuo ?probleme kockanja", to je bio jasan pokazatelj njegovog problema sa kockanjem. Me?utim, ovde je problem ?to je zbog nedovoljnih bezbednosnih mera igra? sa problemom kockanja mogao ponovo da otvori svoj nalog. Ponavljam, nije poku?ao da zaobi?e mere bezbednosti tu?e?i razli?ite li?ne podatke.
Mo?ete li mi potvrditi koliko je ukupno naloga igra? imao?
Dear MyStake Casino,
In my opinion, if the player mentioned "gambling issues", it was a clear indication of his gambling problem. However, the problem here is that due to insufficient security measures, the player with a gambling problem was able to reopen his account. I repeat, he did not try to bypass the security measures by suing different personal information.
Can you confirm for me how many accounts in total did the player have?
Po?to su bila napravljena samo 2 naloga, ?vrsto stojim iza svoje izjave da igra?u treba da se refundiraju njegovi depoziti upla?eni na njegov drugi nalog, jer je to bio tek drugi put da je igra? napravio nalog sa identi?nim li?nim podacima. Svi dalji poku?aji/nalozi koje je stvorio igra? ne?e imati pravo na povra?aj sredstava. Da li biste bili voljni da preispitate svoje mi?ljenje u vezi sa povra?ajem novca?
Dear MyStake Casino,
Since there were only 2 accounts made, I stand firmly behind my statement that the player should be refunded his deposits made to his second account, because it was only the second time that the player had created an account with identical personal info. Any further attempts/accounts created by the player will not be eligible for a refund. Would you be willing to reconsider your opinion regarding the refund?
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.
Prema na?em sistemu, igra? se trenutno blokira i dodaje u grupu zavisnika od kockanja ako su mu celo ime i datum ro?enja identi?ni.
Po?to je igra? uneo neta?an datum ro?enja, sistem ga nije prepoznao. Automatski se promenio u ispravan nakon zavr?etka procesa verifikacije, a nalog je odmah nakon toga blokiran.
Sa svoje strane, tako?e mo?ete testirati taj proces.
Pozdrav
Hello,
According to our system, a player is instantly blocked and added to the gambling addicts group if their entire name and birthdate are identical.
Because the player entered the incorrect birthdate, the system failed to recognize it. It automatically changed to the correct one after completing the verification process, and the account was blocked immediately thereafter.
Za?to bih stavio neta?an datum ro?enja znaju?i da ?u morati da verifikujem ra?un sa dokazom li?ne karte, tako?e za?to to niste ranije spomenuli? Kako znamo da je ovo istina? Tako?e se vra?a na isto pitanje za?to va? sistem ne pokupi osnovne li?ne podatke kao ?to su broj telefona/imena i onda vam ka?e da sam ve? zabranjen zbog problema sa zavisno??u od kockanja?
Nikada nisam poku?ao da manipuli?em va?im sistemom, jednostavno nisam znao da sam ve? imao nalog kod vas ranije, jer je to bilo davno, pa sam nastavio da pravim novi nalog.
zar ne?ete preuzeti nikakvu odgovornost za nedovoljno preduzetih koraka za za?titu ugro?enih kockara?
Why would I put an incorrect birth date knowing I will need to verify the account with proof of ID, also why did you not bring this up before? How do we know this is the truth? And also it goes back to the same question why does your system not pick up basic personal details like phone number / names and then tell you I’m already banned due to gambling addiction problems?
I never tried to manipulate your system, I simply did not know I already had an account with you previously as it was a long time ago so I proceeded to make a new account.
are you not going to take any responsibility for there being insufficient steps in place to protect vulnerable gamblers?
Za?to pitanje u vezi sa neta?nim datumom ro?enja nije pokrenuto ranije, kada sam konkretno pitao da li su sve informacije koje su razli?ite bile adresa e-po?te? Da li sam dobro razumeo da ako je postojao identi?an datum ro?enja kada je igra? uneo li?ne podatke, ne bi bilo potrebe da popunjava KIC slanjem dokumenata, zbog ?injenice da bi njegov nalog bio automatski blokiran?
Dear MyStake Casino,
Why wasn't the issue regarding the incorrect birthdate brought up sooner, when I asked specifically if all the information that was different was the email address? Do I understand correctly that if there was an identical birthdate when the player completed the personal details, there would be no need for him to complete the KYC via sending the documents, due to the fact that his account would be blocked automatically?
Da li biste mogli da mi pru?ite dokaz da je igra? zaista koristio drugi datum ro?enja kada je kreirao drugi nalog? Molim vas, po?aljite sve na [email protected]
Dear MyStake Casino,
Would you be able to provide me with proof that the player indeed used a different birthdate when he created the second account? Please, send everything to [email protected]
Nisam siguran za?to postoji neta?an datum ro?enja, ali apsolutno stojim pri ?injenici da ovde postoji dovoljno informacija da bi me njihov sistem prepoznao, iu tom trenutku je trebalo odmah da zatra?i kompletnu verifikaciju koja bi mi (ili je trebalo) uskratila pristup po?to sam tra?io da budem blokiran sa sajta, ali umesto toga su me naglas naveli da nastavim da ula?em400 pre nego ?to su me obavestili ￡ne su me obavestili.
Ovi depoziti su nestali onog trenutka kada su deponovani na ra?un, bez obzira na to da li su kockani ili ne, oni ka?u kako sam zabranjeni korisnik da zadr?avaju novac? kako je ovo legalno ili po?teno?
Ovo je kristalno jasan slu?aj da sajt za kockanje na mre?i ne po?tuje protokol odgovornog kockanja i potpuno originalan na?in vo?enja posla.
Jednostavna propisna provera svih korisnika pre nego ?to se dozvoli bilo kome da deponuje bio bi veoma jednostavan i efikasan na?in filtriranja zabranjenih korisnika.
I'm unsure as to why there is an incorrect date of birth however I'm absolutely standing by the fact that there is sufficient information here for their system to recognise me, and at which point should have immediately been asking to complete verification which would (or should have) denied me access as I requested to be blocked from the site, but instead they aloud me to continue to deposit and lose ￡400 before they informed me that I am banned.
These deposits where gone the moment they were deposited onto the account, no matter weather they were gambled or not they are saying as I am a banned user they keep the money? how on earth is this legal or fair?
This is a crystal clear case of an online gambling site not following responsible gambling protocol, and a completely ingenuine way of running a business.
By simply verifying all users properly before allowing anyone to deposit would be a very simple and affective way of filtering out banned users.
?Prema na?em sistemu, igra? se trenutno blokira i dodaje u grupu zavisnika od kockanja ako su mu celo ime i datum ro?enja identi?ni .
Na osnovu ove izjave, ako se navedeni podaci podudaraju sa originalnim nalogom, ne?ete mo?i da registrujete drugi nalog. Ne mo?ete o?ekivati da ?e bezbednosne mere kazina ispravno funkcionisati ako namerno poku?ate da ih zaobi?ete pru?anjem la?nih li?nih podataka. Potpuno ste u pravu, kazina bi trebalo da provere igra?e pre nego ?to budu u mogu?nosti da polo?e i igraju. Me?utim, igra?i tako?e imaju obavezu da daju ta?ne li?ne podatke tokom registracije. U ovom slu?aju, na po?etku ste dali neta?ne podatke, tako da se sve ?to se dogodilo nakon ovoga ne mo?e uzeti u obzir. Na?alost, ne?u mo?i dalje da vam pomognem u ovom slu?aju.
Iz gore navedenih razloga, ova ?alba ?e sada biti odbijena. Hvala vam na razumevanju. ?ao mi je ?to ovom prilikom nismo mogli biti od ve?e pomo?i. Ne ustru?avajte se da nas kontaktirate ako u budu?nosti nai?ete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear Muzza1994,
I would like to point out the following statement made by the casino:
"According to our system, a player is instantly blocked and added to the gambling addicts group if their entire name and birthdate are identical."
Based on this statement, if the information provided matched the original account, you would not be able to register another account. You can not expect the casino's security measures to function correctly if you deliberately attempt to circumvent them by providing false personal information. You are absolutely right, the casinos should be verifying players before they are able to deposit and play. However, the duty also lies with the players in providing correct personal details during registration. In this instance, you have provided incorrect details in the beginning, therefore, anything that happened after this can not be taken into account. Unfortunately, I will not be able to help you further in this case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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.
