Dragi/a 1Win_INDIA,
Iako razumem da ste imali nekih zdravstvenih problema i sa „ljudske" tačke gledišta, potpuno razumem da ste imali i drugih problema osim razmišljanja o vašem prethodnom problemu sa 1win, međutim, bojim se da nemam pozitivne vesti za vas. Razumem da možda niste upoznati sa našom veb stranicom ili drugim uslugama koje pokušavaju da pomognu igračima sa njihovim problemima sa kazinima, međutim, ključno je da se svi problemi reše blagovremeno. Nažalost, kao što sam već napomenuo, duga vremenska razlika kada se problem pojavio značajno ograničava mogućnost za potencijalno rešenje.
Iako nam je tim kazina pružio informacije i dokaze koje još uvek poseduju, oni najverovatnije ne odražavaju celu situaciju. U svakom slučaju, nakon ponovnog pregleda, čini se da je tim kazina postupio u skladu sa svojim pravilima, sa kojima ste se složili prilikom kreiranja naloga. Kao što sam već napomenuo, dobili smo određene informacije i dokaze koji se tiču višestrukih naloga koji imaju iste radnje u vezi sa depozitima i isti ili zapanjujuće sličan obrazac igre u slično vreme, što spada pod nedozvoljene prakse kako je pomenuto u pravilu kazina 9.7. Sve se ovo dogodilo još 2023. godine, a tim kazina je zatvorio više „povezanih" naloga, uključujući i vaš nalog, nakon ovih događaja još 2023. godine. Iako razumem vašu odlučnost da pronađete način da, sa vaše tačke gledišta, dođete do svojih sredstava, ali uzimajući u obzir sve gore navedene okolnosti, nažalost nismo u mogućnosti da vam pomognemo u vezi sa ovim.
Kao što ste napomenuli:
Kladionica Bet365 mi je takođe zatvorila nalog zbog neaktivnosti, ali nisu oklevali da mi vrate stanje na računu, pa bi trebalo da bude isto i sa 1Win kazinom.
Vaša situacija u Bet365 je najverovatnije bila drugačija, jer najverovatnije nije bilo kršenja njihovih pravila, što nažalost nije slučaj u 1win kazinu.
Prema informacijama i dokazima koje smo dobili, tehnički gledano, radnje na vašem nalogu u to vreme bile su u suprotnosti sa pravilima kazina, i zbog dugog vremenskog razmaka, nemamo valjanih razloga da osporimo odluku tima kazina.
Razumem da ovaj odgovor nije ono što ste očekivali, ali nažalost, nismo u mogućnosti da vam pomognemo u vašem slučaju. Ako i dalje smatrate da je vaš stav opravdan, slobodno se obratite licenciranju kazina, ali s obzirom na dug vremenski razmak, bojim se da vam ni oni neće moći pomoći. U svakom slučaju, svakako imate ovu mogućnost da pokušate.
Nadam se da razumete naša značajna ograničenja u ovom slučaju. Voleo bih da mogu biti od veće pomoći.
Molim vas, javite mi ako vam mogu još nešto pomoći; u suprotnom, nastaviću sa zatvaranjem ovog slučaja, jer sa naše strane u suštini nema ništa više što se može učiniti.
Dear 1Win_INDIA,
While I understand you had some health issues and from a "human" point of view I fully understand that you had other problems than thinking about your previous issue with 1win, however, I'm afraid I don't have positive news for you. I understand that you might not be aware of our website or other services that are trying to help players with their issues with casinos, however, it is crucial that any issues are addressed in a timely manner. Unfortunately, as I have mentioned above, the long time difference when the issue arose significantly limits the option for a potential resolution.
Although the casino team has provided us with the information and evidence they still have, it is most likely not a reflection of the entire situation. Anyway, after re-reviewing them, it does appear the casino team has acted in accordance with their rules, to which you agreed when creating your account. As I previously mentioned, we have received certain information and evidence concerning multiple accounts having the same actions regarding the deposits and the same or strikingly similar gameplay pattern at similar times that fall under not allowed practices as mentioned in the casino rule 9.7. All this has occurred back in 2023, and the casino team closed more "linked" accounts, including your account, after these occurrences back in 2023. While I do understand determination to find a way how to, from your point of view, get to your funds, but considering all the circumstances as mentioned above, we are sadly not able to help with this.
As you mentioned:
I had my account closed by Bet365 Bookmaker aswell due to inactivity but they never hesitated while returning back my account balance and so should be the same with 1Win Casino.
Your situation in Bet365 was most likely different, as there was most likely no breach of their rules, which sadly is not the case in 1win casino.
According to the information and evidence we received, technically speaking, the actions in your account at that time were in breach of the casino rules, and because of the long time gap, we have no valid reasons to contest the casino team's decision.
I understand that this response is not what you had hoped for, but sadly, we are unable to help you with your case. If you still believe you are justified in your stance, feel free to reach out to the casino's licensing authority, but considering the long time gap, I'm afraid they won't be able to help you either. Anyway, you certainly have this option to try it.
I hope you understand our significant limitations in this case. I wish I could be of more help.
Please let me know if there is anything else I can assist you with; otherwise, I will move forward with closing this case, as there is essentially nothing further that can be done from our end.
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