Dragi antoniobellomo55,
Kazino je bio u mogućnosti da u potpunosti potkrepi svoje tvrdnje i odluku relevantnim podacima.
Nakon što smo prikupili sve potrebne informacije i detalje iz kazina, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – postoje razumni razlozi za verovanje da govorimo o višestrukim računima/dogovoru i zloupotrebi bonusa. Na osnovu svih navedenih detalja, verovatno bi bilo nemoguće dokazati suprotno. Osim toga, optužbe se odnose i na sportsko klađenje i pravila koja ga regulišu, što je vrsta pitanja kojim se trenutno ne bavimo. Na kraju, ali ne i najmanje važno, očigledno ste dali nepotpune/obmanjujuće informacije tokom procesa rešavanja žalbe, što mi definitivno ne tolerišemo.
Iako ne možemo u dovoljnoj meri da uzmemo u obzir optužbe za sportske kladionice na našoj strani, barem možemo da potvrdimo više naloga/dogovor sa drugim kazino nalogom. Stoga smo u mogućnosti da prihvatimo odluku kazina. Delovao je u skladu sa uslovima i odredbama koje ste prihvatili prilikom registracije.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje čiji je kazino regulisan. Isto važi i za slučaj da treba da vidite dokaze.
Puno vam hvala, BetPlais tim, na pružanju informacija i na saradnji!
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear antoniobellomo55,
The casino was able to fully substantiate its claims and decision with relevant data.
After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts/collusion and bonus abuse. Based on all the provided details, it would be likely impossible to prove otherwise. In addition, the allegations also relate to sports betting play and the rules governing it, which is a kind of issue we currently do not handle. Last but not least, you obviously provided incomplete/misleading information during the complaint resolution process, which we definitely do not tolerate.
Although we cannot sufficiently consider the sportsbook allegations part on our side, at least we can confirm multiple accounts/collusion with another casino account. Therefore, we are able to accept the casino's decision. It acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. The same applies in case you need to see the evidence.
Thank you very much, BetPlays Team, for providing the information and for your cooperation!
Best regards,
Branislav, Casino.Guru
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