Bom dia,
Queria apresentar uma reclamação oficial contra este casino porque acredito que fui tratado injustamente e o meu saldo foi confiscado injustamente.
O cassino bloqueou minha conta ontem, citando originalmente a cláusula 12.5 dos termos e condições como o motivo - A Empresa reserva-se o direito de excluir sua conta (incluindo nome de usuário e senha) imediatamente e sem aviso prévio quando: 12.5.1 por qualquer motivo decidirmos interromper o fornecimento o serviço para você ou não.
Este e-mail também informava que eu poderia pagar o saldo restante.
Entrei em contato pelo chat e o consultor confirmou que eu poderia sacar os fundos e então minha conta seria bloqueada. Também recebi informações de que não há limite para um único saque, então cancelei o saque parcial de 1.000 PLN solicitado anteriormente e solicitei novamente o saldo total de aproximadamente 9.400 PLN (não me lembro do final exato porque eram alguns zlotys e groszy acima do valor que forneci). No entanto, cerca de 2 horas depois recebi outro e-mail do casino informando que a conta tinha sido bloqueada por violar a regra 5.5.4. - criação de múltiplas contas.
Escrevi imediatamente para o casino no chat para explicar a situação porque tinha a certeza de que não tinha criado mais do que uma conta e fui informado que os fundos não seriam levantados e que os dados de login correspondiam aos da outra conta, mas não o fizeram. deseja me fornecer mais informações.
Após uma longa discussão, quando não tinha intenção de desistir e pedi informações sobre a suposta segunda conta, recebi informações (endereço de e-mail da suposta segunda conta) e qual não foi minha surpresa quando descobri que a conta pertencia para minha cunhada, com detalhes completamente diferentes, bem como o fato de vivermos em famílias diferentes e não termos violado de forma alguma a regra de uma conta por domicílio.
Acrescentarei que ambas as contas passaram na verificação KYC, estão ativas há algum tempo e tal problema nunca ocorreu antes.
Tentei explicar isso amigavelmente ao departamento de atendimento ao cliente do cassino via chat ao vivo e provar que o motivo apresentado está incorreto e que os fundos que tenho em minha conta deveriam ser pagos a mim. Não espero que a conta seja totalmente desbloqueada, porque como disse, recebi um email com um motivo diferente e entendo que o casino tem o direito de deixar de me prestar serviços, mas considero uma grande injustiça que tenham mudado o narrativa e o motivo, tentando ficar com o dinheiro que ganhei, e as supostas contas múltiplas pertencem a até 2 pessoas distintas que moram em endereços completamente diferentes e, como já mencionei, ambas as contas passaram pela verificação KYC, confirmando tanto o nosso dados pessoais e detalhes de endereço.
Espero que você possa me ajudar com esta situação.
Por fim, acrescentarei apenas que não tenho certeza se o "nome de usuário" fornecido na planilha abaixo está correto, pois sempre usei meu endereço de e-mail para fazer login no cassino.
Com os melhores cumprimentos,
Kamil Z*****
Good morning,
I wanted to file an official complaint against this casino because I believe I was treated unfairly and my balance was confiscated unjustly.
The casino blocked my account yesterday, originally citing terms and conditions clause 12.5 as the reason - The Company reserves the right to delete your account (including username and password) immediately and without notice when: 12.5.1 for any reason we decide to discontinue providing the service to you or not at all.
This email also stated that I could pay the remaining balance.
So I contacted the chat and the consultant confirmed that I could withdraw the funds and then my account would be blocked. I also received information that there is no limit for a single withdrawal, so I canceled the previously ordered partial withdrawal of PLN 1,000 and ordered again the entire balance of approximately PLN 9,400 (I don't remember the exact ending because it was a few zlotys and groszy above the amount I provided). However, about 2 hours later I received another email from the casino saying that the account had been blocked for violating rule 5.5.4. - creating multi-accounts.
I immediately wrote to the casino in the chat to explain the situation because I was sure that I had not created more than one account and was informed that the funds would not be withdrawn and that the login details matched the other account, but they did not want to provide me with further information.
After a long discussion, when I had no intention of giving up and asked for information about the alleged second account, I received information (e-mail address of the alleged second account) and what was my surprise when it turned out that the account belonged to my sister-in-law, with completely different details. , as well as the fact that we live in different households and have not violated the one-account-per-household rule in any way.
I will add that both accounts have passed KYC verification, have been active for some time and such a problem has never occurred before.
I tried to explain this amicably with the casino's customer service department via live chat and prove that the reason given is incorrect and the funds I have in my account should be paid to me. I do not expect the account to be completely unblocked, because as I said, I received an email giving a different reason and I understand that the casino has the right to stop providing me with services, but I consider it a great injustice that they changed the narrative and the reason, trying to keep the money I won, and the alleged multi-accounts belong to up to 2 separate people living at a completely different address and, as I have already mentioned, both accounts have undergone KYC verification, confirming both our personal data and address details.
I hope you will be able to help me with this situation.
Finally, I will only add that I am not sure whether the "username" provided in the sheet below is correct, because I have always used my email address to log in to the casino.
Yours faithfully,
Kamil Z*****
Dzień dobry,
Chaiałem złożyć oficjalna skargę na to kasyno ponieważ uważam, że zostałem potraktowany nieuczciwie i moje saldo zostało skonfiskowane bezpodstawnie.
Kasyno zablokowało moje konto wczoraj, jako przyczynę oryginalnie podając punkt regulaminu 12.5 - Firma zastrzega sobie prawo do usunięcia twojego konta (włącznie z nazwą uzytkownika i hasłem) niezwłocznie i bez uprzedzenia, gdy: 12.5.1 z dowolnego powodu podejmiemy decyzję o zaprzestaniu świadczenia usługi Tobie lub w ogóle.
Ten email także posiadał informacje o tym, że moge wyplacic pozostałe saldo.
Odezwałem sie wiec na czacie i konsultant potwierdził, że moge wypłacić środki i po tym moje konto zostanie zablokowane. Otrzymałem także informacje, że nie ma limitu pojedyńczej wyplaty wiec anulowałem zlecona wczesniej częściową wypłate na kwote 1000 PLN i zleciłem ponownie wypłate całego salda w wysokości mniej wiecej 9400 PLN( nie pamiętam dokładnej końcówki gdyż było to kilka złotych i groszy ponad podawana przezemnie kwote). Jednak około 2 godziny później otrzymalem kolejny email z kasyna mowiący, że konto zostało zablokowane za naruszenie zasady 5.5.4. - tworzenie multikont.
Odrazu napisałem na czacie do kasyna, by wyjaśnić tą sytuacje gdyż byłem pewien, że nie zakładałem wiecej niż jednego konta i zostałem poinformowany, że środki nie zostana wypłacone oraz, że dane logowania zgadzają się z innym kontem, jednak nie chciano mi udzielić dalszych informacji.
Po długiej dyskusji gdy nie miałem zamiaru odpuścić i prosiłem o informacje na temat rzekomego drugiego konta, uzyskałem informacje(adres email domniemanego drugiego konta) i jakież było moje zaskoczenie, gdy okazało się, że kont to należy do mojej szwagierki, jest na zupełnie inne dane, jak również fakt, że mieszkamy w innych domostwach i nie naruszylismy w żaden sposób zasady dotyczącej jednego konta na domostwo.
Dodam, że oba konta przeszly weryfikacje KYC, były aktywne od jakiegoś czasu i nigdy wcześniej taki problem się nie pojawił.
Probowałem polubownie wyjaśnić to z działem obsługi klienta kasyna poprzez live chat i udowdnić, że podany powód jest nieprawidłowy i środi, które posiadam na moim koncie powinny zostać mi wypłacone. Nie oczekuje całkowitego odblokowania konta, gdyż jak powiedziałem dostałem maila podajacego inny powód i rozumiem, że kasyno ma prawo zaprzestać świadczenia mi usług, jednak uważąm za wielką niesprawiedliwosć fakt, że zmienili narracje i powód, próbując przy tym zatrzymać wygrane pieniądze, a domniemane multikonta należą do 2 osobnych osób, mieszkajacych pod zupełnie innym adresem i jak już wspomniałem oba konta przeszly weryfikacje KYC, potwierdzajaca zarówno nasze dane osobowe jak i dane adresowe.
Mam nadzieje, że bedziecie mi państwo w stanie pomóc z ta sytuacja.
Na zakonczenie dodam tylko, że nie jestem pewien czy podany przezemnie w arkuszu poniżej "username" jest poprawny, ponieważ do logowania w kasynie zawsze używałem mojego adresu email.
Z wyrazami szacunku,
Kamil Z*****
Editado por um administrador do Casino Guru
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