Dragi Arlekin Casino tim,
Hvala vam na e-poruci i na pružanju dodatnih detalja.
Nakon pregleda svih prikupljenih informacija sa timom, dogovoreno je sledeće:
Pod uslovom da je igrač registrovao svoj sporni nalog koristeći svoje stvarne lične podatke koji su registrovani na njegovom prvom i zatvorenom nalogu (osim imejla i grada), bilo mu je dozvoljeno da deponuje, igra i pobeđuje, a da nije koristio nikakav bonus, i njegov dobitak su dobijeni legitimno - ako ne postoji opcija kako bi kazino mogao da dokaže da su lični podaci izmenjeni prilikom registracije i tek kasnije promenjeni u ispravne, ne vidimo razlog za oduzimanje dobitaka i preporučujemo da kazino isplati sporni fondovi.
Da li je kazino u mogućnosti i voljan da preispita svoju odluku i sledi našu preporuku?
Ako postoji nešto što je zanemareno, ili kazino zna za činjenice koje bi mogle da promene naš stav, slobodno nas obavestite. Međutim, ukoliko odluka kazina bude konačna i ostane nepromenjena, bojim se da se ne možemo složiti sa takvim rešenjem i bićemo prinuđeni da žalbu zatvorimo kao nerešenu.
Dear Arlekin Casino team,
Thank you for your email and for providing additional details.
After reviewing all the gathered information with the team, the following was agreed upon:
Provided the player registered his disputed account using his real personal information that was registered in his first and closed account (apart from email and city), he was allowed to deposit, play, and win, while did not use any bonus, and his winnings were obtained legitimately - if there is no option how could the casino prove that the personal details were altered during registration and only changed later to the correct one, we do not see a reason for winnings confiscation, and we recommend the casino pay out the disputed funds.
Is the casino please able and willing to reconsider its decision and follow our recommendation?
If there is anything that was overlooked, or the casino knows about facts that could change our position, feel free to inform us. However, if the casino's decision is final and remains unchanged, I am afraid we cannot agree with such a solution, and we will be forced to close the complaint as unresolved.
Automatski prevedeno: