Draga na_46,
Nakon što smo prikupili sve potrebne informacije i detalje, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – više naloga i vrlo verovatno zloupotrebe bonusa.
Iako ne znamo više detalja o bonusima koji se koriste na drugim povezanim nalozima (ali logično, ne vidim nijedan drugi relevantan razlog zašto bi više naloga bilo registrovano osim zloupotrebe bonusa ili zloupotrebe sportskog klađenja), vidim da su skoro svi vaši sporni dobici su akumulirani u sportskom klađenju, nije uplaćen depozit na sporni račun i, kao što ste sami tvrdili gore, igrali ste sa bonusom. Štaviše, vaša KIC/verifikacija nije uspešno završena.
Uspešna verifikacija je obavezna za povlačenje bilo čega sa kazino naloga. Pored toga, dozvoljeno je imati samo 1 nalog u kazinu, a po korisniku je dozvoljeno koristiti samo 1 bonus. Barem znamo da su ovi uslovi prekršeni bez obzira na sportsko klađenje.
Pored toga, i to je razlog zašto sam pomenuo sportsko klađenje - kao što možda znate, naš forum se trenutno bavi samo pritužbama na onlajn kazina. Nemamo dovoljno uvida da bismo se bavili pitanjima vezanim za sportsko klađenje, a jasno je da se optužbe odnose na sportsko klađenje i bonuse. Međutim, kazino je uspeo da dokaže da postoje najmanje 2 druga povezana naloga, što samo po sebi onemogućava verifikaciju. Na osnovu dokaza koje je kazino pružio, bilo bi nemoguće dokazati suprotno, a nama je bilo dovoljno da donesemo konačnu odluku po tom pitanju.
Žao mi je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Ako niste zadovoljni rešenjem za žalbe, preporučujem vam da svoju žalbu podnesete nekom od veb sajtova koji se bave pritužbama u vezi sa sportskim klađenjem, ADR-u (ako postoji) ili direktno organu koji kazino reguliše . U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Puno vam hvala, BetPlais kazino tim, na pružanju informacija i saradnji.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear na_46,
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and very likely bonus abuse.
Although we do not know more details about bonuses used in other linked accounts (but logically, I cannot see any other relevant reason why multiple accounts would have been registered besides bonus abuse or sports betting abuse), I can see that almost all your disputed winnings were accumulated in sports betting, there was no deposit made to the disputed account, and, as you claimed yourself above, you played with a bonus. Furthermore, your KYC/verification was not completed successfully.
Successful verification is mandatory to withdraw anything from a casino account. In addition, it is allowed to have only 1 account at the casino, and only 1 bonus is allowed to be used per user. At least we know that these conditions were breached regardless of sports betting play.
In addition, and that is the reason why I mentioned sports betting - as you might know, our forum currently deals with complaints about online casinos only. We do not have enough insight to take on sports betting-related issues, and it is clear that the allegations relate to sports betting play and bonuses. However, the casino was able to prove that there were at least 2 other linked accounts, which itself makes the verification impossible. Based on the evidence provided by the casino, it would be impossible to prove otherwise, and it was enough for us to make the final decision regarding the matter.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR (if there is any), or directly to the authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, BetPlays Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
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