Dragi udkatko,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaše negativno iskustvo sa 5Gringos kazinom. Proverio sam uslove i odredbe i evo šta sam našao:
4.1 Otvaranjem naloga na našoj veb stranici i korišćenjem naše veb stranice garantujete da:
- delujete u svoje ime;
- ste kompetentan građanin koji poštuje zakon;
- nemate zavisnost od kockanja, ne koristite veb stranicu pod uticajem alkohola, droga ili drugih supstanci;
- svi podaci i informacije koje ste dali prilikom registracije na našoj veb stranici su istiniti i stvarni i vi ćete nastaviti da ažurirate ove informacije u slučaju bilo kakvih promena;
- u potpunosti razumete i prihvatate činjenicu da postoji mogućnost novčanog gubitka prilikom korišćenja naših usluga;
- ne koristite novčana sredstva koja ste primili na nezakonit način ili iz nezakonitih izvora;
- niste ušli u tajni dosluh i nećete pokušati da direktno ili indirektno dogovarate sa drugim korisnikom veb stranice;
- kreditna/debitna kartica ili bilo koji drugi način plaćanja koji koristite za dopunu stanja na računu pripada vama, nije ukradena i nije izgubljena od strane druge osobe. Kompanija zadržava pravo da zatvori vaš nalog i poništi sve dobitke u slučaju osnovane sumnje da ste prekršili ovu garanciju.
Da li sam dobro razumeo da je kazino poništio vaš dobitak jer ste koristili način plaćanja koji vam ne pripada?
Možete li, molim vas, proslediti e-poruku koju ste dobili od kazina u vezi sa poništavanjem vaših dobitaka?
Možete li ljubazno potvrditi da li ste prošli punu KIC verifikaciju?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear udkatko,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 5Gringos Casino. I have checked the Terms and Conditions and this is what I found:
4.1 By opening an account on our Website and by using our Website you warrant that:
- you are acting on your own behalf;
- you are a competent and law-abiding citizen;
- you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
- all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
- you fully understand and accept the fact that there is a possibility of monetary loss while using our services;
- you are not using monetary funds that you have received in an illegal way or from illegal sources;
- you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
- the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.
Do I understand correctly that the casino voided your winnings because you used a payment method that does not belong to you?
Could you please forward the email you received from the casino regarding the cancellation of your winnings?
Could you kindly confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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