Poštovani CasinoSecret,
Hvala vam na odgovoru i delimičnoj saradnji. Nažalost, kao što sam vas privatno obavestio, bićem primoran da zatvorim ovu žalbu kao nerešenu.
Poštovani jtvmT745,
Učestvovao sam u nekoliko diskusija sa kazino timom u vezi sa vašom situacijom i zatražio sam značajne dokaze da potkrijepim njihove navode. Nažalost, moji napori nisu dali potreban dokaz. Iako dostavljene informacije ukazuju na to da je vaš nalog bio među onima koji su označeni zbog zloupotrebe bonusa i potencijalnih lažnih aktivnosti, nedostatak konkretnih dokaza od kazino tima sprečava nas da u potpunosti podržimo konfiskaciju vašeg dobitka. U našoj posvećenosti promovisanju bezbednog i pravičnog okruženja za kockanje i za igrače i za kazina, svako kršenje uslova mora biti adekvatno potkrepljeno, što nažalost nije bio slučaj u ovom konkretnom slučaju.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reši ovaj slučaj ili pruži tražene dokaze, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Gaming Curacao Authoriti ( complaints@gaming-curacao.com ) i podneti im žalbu. Uprava za igre na sreću možda ima više opcija i alata za pomoć igračima. Obavestite me kako su odgovorili ( michal.k@casino.guru ). Žao mi je što ovom prilikom nisam mogao više pomoći. Mogu samo da preporučim da proverite recenzije svakog kazina pre nego što se registrujete i da igrate samo u licenciranim i dobro ocenjenim kockarnicama kako biste izbegli ovakva razočarenja u budućnosti.
Srdačan pozdrav,
Michal
Casino Guru
Dear CasinoSecret,
Thank you for your response and for your partial cooperation. Sadly as I have informed you privately I will be forced to close this complaint as unresolved.
Dear jtwmT745,
I have engaged in several discussions with the casino team regarding your situation and have requested substantial evidence to support their allegations. Unfortunately, my efforts have not yielded the necessary proof. While the information provided indicates that your account was among those flagged for bonus abuse and potential fraudulent activity, the lack of concrete evidence from the casino team prevents us from fully supporting the confiscation of your winnings. In our commitment to promoting a safe and equitable gambling environment for both players and casinos, any violations of terms must be adequately substantiated, which regrettably was not the case in this particular instance.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
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