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提出日:
2024年3月13日
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解決済 : 2024年3月16日
解決済
Casino Guruの決定
終了したクレーム
解決済
クレームの概要
8ヶ月前
翻訳
The player from Brazil had experienced an issue where his 10 euro deposit via Neteller was not credited to his casino account. Despite having provided the casino with a deposit slip and having reached out through email and live chat, the problem had persisted. The situation was further complicated when the casino had requested a Belgian ID from the player, who was Brazilian. After he provided his Brazilian ID, the player's account was blocked. However, the issue was eventually resolved when the casino unblocked the player's account and credited the deposit after two days. The complaint was then marked as 'resolved' by our team.
I created an account at the casino and made a deposit of 10 euros to get to know and test the casino. However, after making the deposit via Neteller, the amount was not added to my casino account. I contacted the casino via email and am currently awaiting resolution. My experience with their live chat was very poor; they merely suggested that I send an email and did nothing else to try to resolve the issue.
My problem is easy to fix. I have already sent a deposit slip and am now simply awaiting the release of my measly 10 euros.
Criei uma conta no casino e fiz o depósito no valor de 10 euros para que pudesse conhecer e testar o casino, porém depósito realizado via netller o valor não foi colocado em minha conta no casino, entrei em contato por email e estou aguardando a resolução, pelo chat eu fui muito mal atendido, disseram apenas para mandar um email e nada mais, sequer tentaram resolver o problema.
Meu problema é simples de resolver, já enviei o comprovante de depósito, aguardo apenas a liberação dos meus míseros 10 euros.
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
In this case, the problem is not with the provider.
The story unfolded in a strange way.
I sent an email to the company with the receipts, the company said they would respond to me soon, until then ok, I took advantage and started the verification part on the website so I could get my earnings in the future.
That's when out of the blue I received another email asking me for my Belgian ID. I said I was Brazilian and sent my Brazilian document. At that moment they responded by blocking my account.
At this moment I have neither an account nor my money back. If so, I can attach the prints here to give you an idea of how absurd this story is.
As for the issue of it being a casino only for Belgians, this is strange to me since I discovered the casino analanda casinos with good reviews here on casinoguru, and on their page it was stated that they accepted Brazilians. Finally, I'm not going to argue with the company about its internal regulations, if it doesn't want Brazilians as clients that's fine, that's its right. I would just like to get my measly 10 euros back so, it's a low amount but it's me
U, it's not right for the company to take possession of this money without me having done anything, in fact I had opened the account and deposited it, the money didn't go through and when I went to look for help everything happened.
I would like to put all 19 emails exchanged here so that everyone can understand
Nesse caso o problema não é no provedor.
A história se desdobrou de uma forma estranha.
Enviei email para a empresa com os comprovantes, a empresa disse que me responderia em breve, até então ok, eu aproveitei e já fui adiantando a parte de verificaçào no site para no futuro poder obter meus ganhos.
Foi quando do nada recebo outro email me pedindo a identidade belga. Eu disse que era brasileiro e mandei meu documento brasileiro. Nesse momento eles responderam bloqueando a minha conta.
Nesse momento não tenho nem conta e nem o dinheiro de volta. Se tiver como eu coloco os prints aqui anexados para se ter noção do quâo absurda é essa história.
Quanto a questão de ser um casino só para belgas, isso me estranha já que conheci o casino analisanda casinos de boa avaliação aqui no casinoguru, e na página dele estava que aceitavam brasileiros. Por fim, não vou discutir com a empresa sobre o regimento interno dela, se ela não quer brasileiros como cliente tudo bem, é direito dela. Eu gostaria apenas de ter de volta meus míseros 10 euros então, é um valor baixo mas é me
u, não é certo a empresa tomar posse desse dinheiro sem eu ter feito nada, na verdade eu tinha aberto a conta e depositado, o dinheiro não caiu e quando fui procurar ajuda tudo aconteceu.
Gostaria de colocar aqui todos os 19 emails trocados para que todos pudessem entender
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
