zdravo,
Dozvolite mi da objasnim samo jednu stvar koja vas verovatno nekako razočara.
Ne prihvata se svaka žalba, a ponekad nije u našoj moći da pomognemo igračima na osnovu prirode žalbe. Dakle, kada ste izjavili: „Kazino Guru ima odgovornost da razume nijanse propisa o igrama na sreću u različitim jurisdikcijama. Odbijanje da se razmatraju valjane žalbe na tehničkim detaljima, kada navedeni regulator čak ni ne rešava te vrste pritužbi, protivi se principima zaštite igrača i pravičnog rešavanja sporova." trebalo objasniti sa naše strane.
Pošto nismo advokati, postoje situacije u kojima nećemo intervenisati. Ne uzimamo u obzir. Mi uglavnom razmatramo pravičnost u okviru našeg Kodeksa poštenog kockanja. Dakle, mi smo, uprkos vašem mišljenju, slobodni da odlučimo da li će žalba biti prihvaćena. Kada se čini da problem nije u našoj liniji Codek-a ili da ga nije moguće rešiti, prirodno je da se energija usmeri na pritužbe protiv poštenog kockanja koje možemo da rešimo ili rešimo. Nadamo se da je ovo objašnjenje pomoglo. Mislim, bez nepoštovanja; moj jedini cilj je bio da objasnim, tako da razumete zašto je vaša žalba već dva puta odbijena.
Volim da pomažem drugima, pa sam kontaktirao tim za žalbe u vaše ime da saznam u čemu je problem sa vašim zahtevima. otkrio sam sledeće:
Žalbeni tim je prilično zabrinut da li će moći nekako da pomogne; takođe, sporni iznos može predstavljati problem jer obično ne ispitujemo program lojalnosti kazina i količinu bonusa koje igrač dobija. Koliko je timu poznato, kada ste im zapretili žalbom na licencu, oduzeli su vam sve nagrade i bonuse (odnosno, čak i one koje je verovatno već snimio), što je malo drugačije od budućih bonusa.
Stoga, možete ponovo da podnesete žalbu, a First Response će biti obavešten o okolnostima. Međutim, svi smo zabrinuti da nećemo moći mnogo da učinimo da vam pomognemo.
U svakom slučaju, srećno sa tim. Bilo mi je drago upoznati vas.
Hello,
Permit me to explain just one thing that you probably find somehow disappointing.
Not every complaint is accepted, and sometimes it is not within our power to help players based on the nature of the complaint. Thus, when you stated, "The Casino Guru has a responsibility to understand the nuances of gaming regulations in different jurisdictions. Refusing to consider valid complaints on a technicality, when the specified regulator does not even handle those types of complaints, goes against the principles of player protection and fair dispute resolution." needed to be explained from our side.
Since we are not attorneys, there are some situations in which we will not intervene. We do not consider We mainly consider fairness within our Fair Gambling Codex. Thus, we are, despite your opinion, free to decide whether the complaint will be accepted. When the problem seems to be outside our line of Codex or beyond resolving, it feels natural to focus the energy on complaints against the fair gambling we can actually address or resolve. Hopefully this explanation helped. I mean, no disrespect; my only goal was to explain, so you do understand why your complaint has been rejected twice already.
I like to assist others, so I contacted the Complaint Team on your behalf to find out what the problem was with your requests. I discovered the following:
The Complaint Team is quite concerned whether they will be able to help somehow; also, the disputed amount may present an issue because we usually do not examine the casino loyalty program and the amount of bonuses the player gets. As far as the team knows, when you threatened them with a complaint about the license, they took away all your rewards and bonuses (that is, even those that he had probably already recorded), which is a bit different from future bonuses.
Therefore, you are free to file the complaint again, and First Response will be informed of the circumstances. However, we all worry that there will not be much we can do to assist you.
Anyhow, good luck with it. It was a joy to meet you.
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