Dragi nathanstevensjames,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo. Prihvatamo situaciju kada kazino dozvoljava igračima iz ograničenih zemalja da otvore nalog sve dok to ne iskoriste kao priliku da kasnije ponište legitimne dobitke igrača. Jednostavno rečeno – ako kazino dozvoljava igračima iz ograničenih zemalja da deponuju i igraju, trebalo bi da isplate i svoje dobitke. Međutim, ako je igrač lično odlučio da uplati depozit i izgubi, verujemo da ne ispunjava uslove za bilo kakav povraćaj novca jer bi mogao da izgubi svoje depozite na isti način u bilo kom drugom kazinu.
Možete li, molim vas, pojasniti koliko novca imate na svom kazino računu? Ako ne možete da povučete svoje dobitke samo zato što vaš nalog nije verifikovan, preporučujem vam da što pre dostavite potrebna dokumenta.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear nathanstevensjames,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Could you please clarify how much money you have in your casino account? If you cannot withdraw your winnings only because your account has not been verified, I recommend that you provide the required documents as soon as possible.
Thank you in advance for your reply.
Best regards,
Kristina
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