1win Casino - generelle Diskussion (Seite 38)

Surely keep us informed, though.

Hello, good evening. I have some questions. Sorry if I bother you with these questions. If the casino doesn't make a statement in my case, my complaint will still be unresolved, and I won't get my money back. The other thing is that if the casino does provide any information, I'll have access. I've also seen the case of our friend Anderson, and the case is just stalling, trying to buy time.

Hola buenas noches, tengo algunas dudas disculpe si molesto con estas pregunta, si en mi caso el casino no se pronuncia igual mi queja queda sin resolver y no recuperaría mi dinero? Lo otro es que si el casino llega a proporcionar alguna información yo tendré acceso, porque también he visto el caso del amigo Anderson y el caso solo le da largas al plazo como ganando tiempo

Good day to you! Ask us anytime, no bothering at all!

It appears the casino has been given a second chance to address your complaint in order to find the solution, which makes you concerned about the complaint's end. Well, so to say, my colleagues always try to stress the importance of cooperation, but if the casino representative decides to ignore that, the complaint might end as unresolved. Not sure what you mean by the second concern, though. In any case, even an unresolved case may still play its role.

Not just that, based on its severity, the Safety Index may drop, but also, if the casino wants to improve its rating in the future, it will be forced to address the complaint, so there is a chance that your complaint will be resolved at a later date.

To me, it seems the casino is not exactly trying to buy time; that would mean they at least pretend to participate in the resolution.... if you catch my drift. Although I agree they should be more efficient.

This absence of cooperation feels strange to me, because I considered this casino to be quite active. Well, hopefully there is not another communication outside the thread and we shall see some updates soon.

Thank you very much for your information, very kind.

Muchas gracias por su información, muy amable.

The second question is that if the casino sends the evidence it allegedly has by email, you, as part of the problem, might end up seeing that evidence.

La segunda duda, es que si el casino manda al correo las evidencias que presuntamente puede tener, uno como parte del problema puede llegar a ver dichas evidencias.

Hello, I believe that the evidence will not be provided, there have been other complaints that the user asked for the evidence and did not receive it, the answer was that the evidence would help the player to circumvent the rules of the casinos.

ola, acredito que não vai ser fornecidas as evidencias, teve outras reclamações que o usuario pediu as evidencias e não recebeu, a resposta foi que as evidencias ajudaria o jogador a burlar as regras dos cassinos

But this is the issue, we would be in a gray area, since it is neither black nor white, in the sense that they accuse you without evidence and when it arrives you still do not have the right to see it, so I think we are in the same situation, because that could lead to some kind of scam, of course I am not saying that is the case.

Pero este es el tema, estaríamos en un punto gris, ya que no es ni blanco ni negro, en el sentido que te acusan sin pruebas y cuando llegan igualmente no tienes derecho a verlas entonces pienso que estamos en la misma, debo a que eso se puede prestas para alguna estafa, claro no digo que sea el caso.

The point of asking the proofs is those proofs are to be directly shared with the mediator in order to proceed to conclusion. It has never been enough to say, "we know we are right, and we won't provide any proofs," by any casino.

My colleagues use many other ways to get details from casinos, not just emails, although I do not know whether this is also a subject of your question.

If I may, the evidence can't always be shared with the user; in such cases, that's sadly part of the process. Although, I probably did not understand "the evidence would help the player to circumvent the rules of the casinos."

Can you somehow identify the complaint here, please? We can at least look at details together.

hello Radka, I looked at other complaints and the mediator's answer would be that he would not show the evidence to the user, because this way he would know how to circumvent the casino's rules, but the whole point is that I and the other users would like to be able to defend ourselves against the casino's accusations before the mediator makes a decision, favorable to the casino, because at the moment we do not know exactly what we are being accused of, because the rule that the casino mentions 9.7 covers a lot of things and I am absolutely sure that I have not made a mistake, my complaint is under analysis if you want to follow ID 148980

ola Radka, eu olhei outras reclamações e a resposta do mediador seria que não mostraria as evidenicias, para o usuario, pois desta forma ele saberia como burlar as regras do cassino, mas a questão toda e que eu o os outros usuarios gostariamos de poder nos defender das acusações do cassino antes de o mediador tomar uma decisão, favoravel ao cassino, pois no momento não sabemos exatamente do que estamos sendo acusado, pois a regra que o cassino menciona 9.7 abrange muita coisa e eu tenho certeza absoluta que não cometi erro algum, minha reclamação esta em analise se quiser acompanhar ID 148980

Hi, excuse me, I have another question. If, for example, the 1win casino, which is the one in my case, goes through a period of time and doesn't present evidence, should they return the money being claimed? We know it's not mandatory, but would they be required to?

Hola, disculpe tengo otra duda, si por ejemplo el casino de 1win q es el q está en mi caso, le pasa el tiempo y no presenta pruebas, ellos deberías regresar el dinero que se esté reclamando? Sabemos que no es obligación pero estaría en el deber ?

I see, thank you.

As I previously stated, we are not permitted to share evidence that the casino provided because it could be abused to cover actions that violate casino rules. Maybe this analogy will be useful: Police also do not tell every suspect how they investigate them or how the "elimination" process works. This is the same situation; by uncovering the process and the evidence, others may misuse that.

I understand it is not convenient for players, but I believe it makes sense.

Of course, I will gladly stay in touch regarding your complaint; update me here on the forum, please. Hope to see the casino's response very soon!

I think I understand the question, but I guess the situation would be quite different.

Follow my thoughts: If any casino decides not to resolve the case or not to provide sufficient evidence supporting their point of view, it pretty much means such a casino is not interested in its reputation here at the Casino Guru website, so it does not actually matter what we demand on your behalf. That would basically be the end. I believe the purpose of the complaint is to find out whether the casino did something unfair and thus whether the player should be paid.

Basically, an ignored complaint does not necessarily mean the player's claims are fair unless something like that can be proved straight away. Yet being familiar with only one side of the story may not be enough to judge. Instead, it pretty much means the casino is not going to explain its position.

I believe we all feel that allowing casinos to ignore players without reasonable explanation is not a practice we would support; ignored or unresolved complaints come with consequences.

Well, apologies for the rather long answer, but I think it is beneficial to explain such matters openly.

Good morning, I think you are confusing things there, when you give the example of the Police, because while it is true that they do not reveal all the evidence they have when they arrest a suspect, but then comes the trial process of that detainee where the police do have to show their evidence to reach the charge of the Crime, because it would be unfair to sentence the detainee just because the police provoked them and did not present evidence, that is what is happening with us, the police are the casino, and the court is here, when no evidence is shown, those points remain empty, I tell you all this because I am a scientific police officer in my country, it is like saying that I am the FBI in the United States, in comparison.

Buenos días, allí creo q confunden las cosas, cuando das el ejemplo de la Policía, debido a que si bien es cierto ellos no dicen toda las pruebas que tienen cuando arrestan a un sospechoso, pero, después viene el proceso de juicio de ese detenido donde la policía si tiene que mostrar sus pruebas para llegar a imputar el Delito, porque sería injusto que sentencie al detenido solo porque la policía le provocó y no presento pruebas, eso es lo que está pasando con nosotros, la policía es el casino, y el tribunal es aquí, cuando no se muestran pruebas, igualmente quedan esos puntos vacíos, todo esto te lo digo porque soy policía científico en mi país es como decir que soy el FBI en estado Unidos, en comparación.

Hello Giovanni, nice to meet you, friend.

I have a very similar problem to yours. I'd like to talk to you through a social network. I don't know if you'd like to share your email or Facebook user name so we can talk about it. I can't find a way to send a private message here, so I decided to write here.

Hola Giovanni un gusto amigo

Tengo un problema muy similar al tuyo me gustaría hablar contigo mediante alguna red social, no se si me compartes tu correo o usuario de fb para que conversemos sobre el tema, no encuentro como enviar un mensaje privado por acá y se me ocurrió escribir por aquí.

Hello,

Nice to know you even better. Must be quite a challenging job, I guess. Still, the principle remains more or less the same - you may also take your case to trial and the casino will be forced to present the proofs. We are not just the trial tribunal—we do not represent the highest authority. Instead, we tried to help the player in question, which was not possible.

In any case, I'm glad the casino responded back to your own complaint. Let's see what they have.

Hello...at the 1win casino there are two withdrawals that have not been credited to me but in the app it appears that they have, I have contacted the chat but they do not resolve anything, they asked me for a statement of account and I sent them like 5 times...and they do not help me at all...I had already made several withdrawals before and I had no problem...this time I tried to withdraw but the transfer did not arrive...a few hours later I made another withdrawal and it did not arrive either...but in the app it appears that it was already sent...I tried with another account number from another bank and it was possible but the money from the two transfers that did not arrive...I would like to know what happened to it...thanks

Buenas...en el casino 1win hay dos retiros que no se me han acreditado pero en la app me aparece que si, e contactado al chat del mismo pero no me resuelven nada me pidieron estado de cuenta y se los envié ya como 5 veces...y no me ayudan en nada...ya había hecho varios retiros antes y no había tenido problema..está vez intenté retirar pero no me llegó la transferencia...unas horas más tarde hice otro retiro y tampoco...pero en la app aparece que ya fue enviado...intenté con otro número de cuenta de otro banco y si se pudo pero el dinero de las dos transferencias que no me llegaron..quisiera saber que paso con el...gravias

This really is a strange situation, especially if you have received the other withdrawals without any issue.

If you'd like our complaint team to investigate this matter, please file a complaint here and we'll try to do our best to get in touch with the casino and get some explanations.

Hopefully they will communicate with us regarding all this.

What do you say? Will you go for it?

Of course

Claro que sí

Just let us know if you need any assistance. We're here to help.