Dragi Harri7779 ,
Hvala vam na e-poruci i izvodu iz banke. Mislim da u ovom trenutku ne moramo više da čekamo tim za 1 pobedu.
Nakon što smo prikupili sve potrebne informacije i detalje, ovu žalbu zatvaramo kao neopravdanu – ako sam dobro razumeo situaciju, vaša isplata na čekanju je uspešno pripisana vašem načinu plaćanja (potkrepljeno detaljima iz kazina), pre oko mesec dana, ali i dalje insistirate na isplati već primljenog povlačenja ili povraćaju depozita, dok ste svoje tvrdnje pokušavali da dokažete očigledno uređenim bankovnim izvodom.
Vidim da je bankovni izvod sa ispravnog načina plaćanja. Međutim, kazino je potvrdio da je obradio povlačenje 21.600 INR 26. jula 2024. Slučajno, neki redovi na vašem bankovnom izvodu su uklonjeni/izmenjeni (tačno datumi od 26. jula do 28. jula 2024). Mislim da je ovde sve jasno i da je vaše povlačenje uspešno obrađeno. Možete biti srećni i srećni što vam je kazino isplatio iznos za povlačenje umesto iznosa vašeg depozita, koji je bio manji. Zaista ne znam o čemu se tu radilo, i šta ste uopšte očekivali od ove žalbe, pogotovo nakon što ste dobili povlačenje.
Pošto postoji minimalno stanje koje je vrlo verovatno niže od minimalnog za povlačenje, a kazino je ispunio sve obaveze prema vama (rekao bih i više nego što ste imali pravo), imali su puno pravo da vam zatvore nalog, i u potpunosti prihvatamo njihovu odluku.
Na osnovu svega navedenog, mislim da je jasno zašto žalbu nisam mogao zaključiti kao uspešno rešenu.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino.
Hvala vam puno, 1vin Casino Team, na pružanju informacija i na saradnji, i žao mi je što gubim vaše vreme.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Harry7779,
Thank you for your email and the bank statement. I think that at this point, we do not have to wait for 1win Team anymore.
After gathering all the necessary information and details, we are closing this complaint as unjustified - if I understand the situation correctly, your pending withdrawal was successfully credited to your payment method (substantiated by the details from the casino), around a month ago, but you still insist on paying your already received withdrawal or refunding your deposit, while you tried to prove your claims with obviously an edited bank statement.
I can see the bank statement is from the correct payment method. However, the casino confirmed that they processed the withdrawal of 21,600 INR on July 26, 2024. Coincidentally, some rows in your bank statement were removed/edited (exactly the dates from July 26 to July 28, 2024). I think everything is clear here, and that your withdrawal was successfully processed. You can be glad and happy that the casino paid out your withdrawal amount instead of your deposit amount, which was lower. I really do not know what this was about, and what you expected from this complaint at all, especially after receiving your withdrawal.
Since there is a minimum balance that is very likely lower than the minimum for a withdrawal, while the casino fulfilled all the obligations toward you (I would say even more than you were eligible for), they had the full right to close your account, and we fully accept their decision.
Based on all the above-stated, I think it is clear why I could not close the complaint as successfully resolved.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, 1win Casino Team, for providing information and for your cooperation, and I am sorry for wasting your time.
Best regards,
Branislav, Casino.Guru
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