pozdrav svima,
Izvinjavam se zbog kašnjenja (odmora).
Nakon pregleda svih navedenih informacija i detalja, došlo se do sledećeg:
- Kvar je bio jasan, u potpunosti potkrijepljen dokazima iz kazina, i očigledno je šta se tu dogodilo
- Prema evidenciji igre, kvar je doveo do toga da korisnik u suštini nije izgubio nijednu opkladu tokom perioda/sesije o kojoj je reč (13. i 14. februara 2024.) i samo su dobici bili uračunati u saldo, dok su opklade imale tendenciju rasta tokom Predstava
- Kada je greška nestala i igra je počela da radi kako treba, došlo je do 3 izgubljene opklade od po 50€ (150€), zatim je usledilo nekoliko pokušaja podizanja manjih iznosa iz spornih nevažećih dobitaka, koji su bili neuspešni - logično, ostavljajući poslednje povlačenje od 500€ čeka tamo
- „Vraćanje" je došlo 2 dana kasnije, a sve pogrešne/nevažeće opklade su poništene tako da je bilans došao do tačke gde je zaista trebalo da bude
- Povlačenje na čekanju od 500€ je kasnije takođe poništeno, razumljivo, jer su dobici akumulirani tokom iste sesije sa tehničkom greškom
- Uzimajući u obzir činjenicu da je igračica morala da bude svesna greške jer je pokušala da se povuče vrlo brzo nakon što je greška nestala i nakon što je bilo jasno da su opklade počele ispravno da se odbijaju od bilansa - nema šta da se vrati, čak i ako je bilo balansa pre nego što je došlo do greške
- Veće opklade uzrokovane korišćenjem greške za akumuliranje spornih nevažećih dobitaka i njihovim sledećim tačnim odbitkom od bilansa na kraju dotične sesije doveli su do gubitka više nego što je bilo na saldu ranije
Draga Ninetta93,
Na osnovu svega navedenog ovu žalbu zatvaramo kao neopravdanu. Igrači su obavezni da obaveste kazino ako dođe do bilo kakvog kvara ili sistemske greške, ili ako kazino greškom pripiše bilo koji nelegitimni dobitak na njihov saldo, itd. Ovo nije poštovano i pravila su prekršena.
U osnovi ste izgubili samo početni depozit od 20€ ili dobitke akumulirane do trenutka kada se greška dogodila (nešto oko 40€). Iako niste znali da će se dobici smatrati nevažećim, izgubili ste legitimno stanje nakon što je greška nestala sa 3 opklade od po 50€. Pokušaj da grešku iskoristiš u svoju korist doveo je do gubitka preostalog bilansa. Kazino je postupio u skladu sa svojim Uslovima i odredbama i mi to prihvatamo.
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 pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Puno hvala, Buran Casino tim, na pružanju informacija i saradnji!
Srdačan pozdrav,
Branislav, Kazino.Guru
Greetings all,
I am sorry for the delay (vacation).
After reviewing all the provided information and details, the following was found out:
- The malfunction was clear, fully supported by the evidence from the casino, and it is obvious what happened there
- According to the game logs, the malfunction caused the user basically not to lose any bet during the period/session in question (February 13 and 14, 2024) and only the winnings were credited to the balance, while the bets had an increasing tendency during the play
- Once the error disappeared and the game started working properly, there were 3 lost bets of 50€ each (150€), then a few attempts to withdraw small amounts from the disputed invalid winnings followed, which were unsuccessful - logically, leaving one last withdrawal of 500€ pending there
- A "rollback" took place 2 days later, and all the incorrect/invalid bets were annulled so the balance got to the point where it really should have been
- The pending withdrawal of 500€ was later also cancelled, understandably, because the winnings were accumulated during the same session with the technical error
- Considering the fact the player had to be aware of the error because she tried to withdraw very shortly after the error disappeared and after it was clear that bets started being correctly deducted from the balance - there is nothing to restore, even if there was any balance before the error occurred
- Higher bets caused by using the error to accumulate the disputed invalid winnings and their following correct deduction from the balance at the end of the session in question led to losing more than it was in the balance before
Dear Ninetta93,
Based on all the above-stated, we are closing this complaint as unjustified. Players are obliged to inform the casino if there is any malfunction or system error, or if the casino mistakenly credits any illegitimate winnings to their balance, etc. This was not followed, and the rules were breached.
You basically lost only your initial deposit of 20€ or the winnings accumulated until the moment when the error occurred (something around 40€). Although you did not know the winnings would be considered invalid, you lost your legitimate balance after the error disappeared with 3 bets of 50€ each. Trying to use the error in your favour led to the loss of the remaining balance. The casino acted in accordance with its Terms and Conditions, and we accept it.
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 consult the gambling 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, Buran Casino Team, for providing information and cooperation!
Best regards,
Branislav, Casino.Guru
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