Dragi Mihal,
Nakon detaljne istrage o igračkim aktivnostima shamejs23 i pažljivog pregleda svih pruženih dokaza, doneli smo odluku da ne vraćamo dotični dobitak. Činjenice i dokazi čvrsto podržavaju naš zaključak i verujemo da je ova odluka u potpunosti u skladu sa odredbama i uslovima naše platforme.
Pored toga, želimo da jasno stavimo do znanja da smatramo da je ovo pitanje u potpunosti rešeno na našoj strani i da ne nameravamo da ulazimo u dalje diskusije u vezi sa ovom pritužbom.
Potvrđujemo da ovo može dovesti do zatvaranja žalbe kao nerešene i da može potencijalno uticati na status reputacije našeg kazina na vašoj platformi. Iako žalimo zbog ovog ishoda, moramo ostati nepokolebljivi u svojoj odluci zasnovanoj na činjenicama slučaja.
Želeli bismo da izrazimo našu iskrenu zahvalnost vama i celom Casino Guru timu za vašu neprocenjivu pomoć u razmatranju i posredovanju ove žalbe. Vaša posvećenost obezbeđivanju fer i transparentnog procesa je veoma cenjena.
Još jednom, iskreno cenimo trud i profesionalnost koju ste vi i vaš tim pokazali tokom ovog procesa, i cenimo našu kontinuiranu saradnju sa Casino Guruom.
Srdačan pozdrav,
Tom
Predstavnik Betspino kazina
Dear Michal,
Following a thorough investigation of the shamejs23’s gaming activity and a careful review of all the evidence provided, we have made the decision not to return the winnings in question. The facts and evidence firmly support our conclusion, and we believe this decision is fully in line with our platform's terms and conditions.
Additionally, we want to make it clear that we consider this matter fully resolved on our side, and we do not intend to engage in further discussions regarding this complaint.
We acknowledge that this may result in the complaint being closed as unresolved and could potentially impact our casino’s reputation status on your platform. While we regret this outcome, we must remain steadfast in our decision based on the facts of the case.
We would like to extend our sincere thanks to you and the entire Casino Guru team for your invaluable assistance in reviewing and mediating this complaint. Your commitment to ensuring a fair and transparent process has been greatly appreciated.
Once again, we sincerely appreciate the effort and professionalism shown by you and your team throughout this process, and we value our continued cooperation with Casino Guru.
Best regards,
Tom
Representative of Betspino Casino
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