Zdravo, Craker90,
Žao mi je što čujem za vaše neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Pošto su pravila za turnirske nagrade u uslovima i odredbama bonusa, koja regulišu bonuse i dobitke od bonusa, što je potpuno drugačiji odeljak veb sajta kazina, odvojen od opštih uslova i odredbi, kako biste očekivali da se te nagrade smatraju? Kao pravi novac? Stvarno? Međutim, da, izgleda malo čudno, pa hajde da pitamo kazino za detalje.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi CasinoJAKS timu ,
Možete li nam dati detaljnije objašnjenje situacije igrača? Koja su tačno pravila primenjena na dobitke igrača u ovom slučaju i gde ih mogu pronaći?
Kada je tačno igraču pripisana nagrada sa turnira i kada je izvršeno ulaganje nagrađenog iznosa?
U kom tačno obliku je bilo navodno primenjeno pravilo (24) u uslovima i odredbama bonusa kazina u vreme kada ih je podnosilac žalbe registrovao i prihvatio i/ili u vreme kada je nagrada dodeljena i opkladena?
Pravilo je očigledno u međuvremenu promenjeno/ažurirano, što se jasno vidi iz snimka ekrana igrača, a mogao sam i sam da proverim na nekom od veb sajtova koji služe za proveru istorijskih podataka veb lokacija, koristeći vezu ka kazino uslovima i odredbama bonusa .
Kada je tačno pravilo ažurirano, molim vas? Da li je igrač obavešten o promeni uslova i uslova za bonus? Ako jeste, kako ga je kazino obavestio o tome i kada?
Da li sam dobro razumeo da je kazino primenio ažurirano pravilo na dobitke korisnika, i da je uprkos nedavnoj izmeni pravila, kazino ipak napustio „ Poslednje ažuriranje: 3. januar 2023. " u svojim pravilima o bonusima? Da li su igrači obavešteni o ažuriranju pravila bonusa?
Mislim da znate na šta sam pokušao da ukažem gore navedenim i mojim pitanjima. Ako sam u potpunosti razumeo situaciju, sve gore navedeno je tačno i ništa ne može da promeni naš stav po tom pitanju, bojim se da smo prinuđeni da stanemo na stranu igrača.
Ako sam nešto bitno previdio, slobodno me ispravite. U suprotnom, može li kazino preispitati svoju odluku u vezi sa oduzimanjem dobitka?
U nastavku prilažem tekst starih i novih pravila.
Unapred hvala na pružanju informacija.
Stara formulacija pravila:
Sadašnja formulacija pravila (sa značajnom razlikom u odnosu na staru):
Hello, Craker90,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Since the rules for tournament prizes are in Bonus Terms and Conditions, governing bonuses and winnings from bonuses, which is a completely different casino website section, separated from the general Terms and Conditions, what would you expect those prizes to be taken as? As real money? Really? However, yes, it looks a bit strange, so let's ask the casino for the details.
Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear CasinoJAX team,
Could you please provide us with an explanation of the player's situation in more detail? What exact rules were applied to the player's winnings in this case, and where can I find them?
When exactly was the player credited with the prize from the tournament, and when did wagering of the rewarded amount take place?
In what exact wording was the allegedly applied rule (24) in the casino's Bonus Terms and Conditions at the time the complainant registered and accepted them and/or at the time the prize was awarded and wagered?
The rule was obviously changed/updated in the meantime, which is clear from the screenshot from the player and I could also check it myself on one of the websites serving for checking historical data of websites, using the link to the casino's Bonus Terms and Conditions.
When exactly was the rule updated, please? Was the player informed about the change in Bonus T&C? If so, how did the casino inform him about it, and when?
Do I understand correctly that the casino applied an updated rule to the user's winnings, and that despite a recent rule amendment, the casino left the "Last Update: January 3, 2023" in its Bonus rules anyway? Were players informed about the bonus rules update?
I think you know what I tried to indicate by the above-stated and my questions. If I understood the situation completely, everything above is correct, and there is nothing that could change our position on the matter, I am afraid we are forced to side with the player.
If I overlooked anything essential, please feel free to correct me. Otherwise, can the casino reconsider its decision regarding the winnings confiscation?
I am attaching the old and new rules wording below.
Thank you in advance for providing the information.
The old rule wording:
The current wording of the rule (with a significant difference compared to the old one):
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