Zdravo Radka,
Da ne vređam tim za žalbe ili tako nešto, ali ovaj obrazac je primetan u trenutnim pritužbama koje su u toku sa Heibets-om. Casino Guru zaista radi najbolje što može sa informacijama koje dobiju i ako se žalba ne može rešiti, to može dovesti do crnih tačaka koje će naštetiti reputaciji kazina na ovoj platformi.
Kao što ste ranije spomenuli, kazina zaista brinu o svojoj reputaciji zahvaljujući Casino Guru-u koji je tako velika platforma, ali ako kazino počne da odlaže žalbu što je duže moguće, verujem da nije ništa dobro.
Ne zaboravite, moja žalba je zatvorena kao nerešena što je naštetilo reputaciji kazina. Tako su za manje od 24 sata odgovorili da ponovo otvore žalbu i spustili sporni iznos na 55 dolara uz lažne „dokaze". Radi se o tome da sam napravio neke snimke ekrana koje sam mogao da pružim Veroniki tako da je verovala da postoje neke nepravilnosti sa dokazima o kockarnicama. I pošto dato rešenje (da verujem kazinu da traži od Evolution Gaming-a pregled transakcija tog dana i ne menja ovo) nije rešenje kome bih mogao da verujem, prosledio sam svoj slučaj Davaocu licence.
Zaista, vlasti sa Curacao-a nisu poput Maltežana, ali ako ne reše ovaj slučaj, uvek možete (ako je potrebno) ići na sud i smatrati i kazino i njihov autoritet odgovornim za sve što se dogodilo. SBGOK je ostvario neke pobede u slučajevima u kojima je sud presudio da je regulator kazina odgovoran za njegovo ponašanje.
A sa dva slučaja iz itninja04 i Dutchgambler, pitam se šta će kazino da uradi, pošto su oba igrača posetila iz ograničenih zemalja (slično mom slučaju) pošto kazino nije imao radni blok zemlje (što izgleda da je sada popravljeno i onemogućava posetu iz Holandije).
Za sada Happi 2024 Casino Guru tim, i nadamo se da će 2024. doneti više rešenih žalbi i srećnih igrača.
Hi Radka,
Not to offend the Complaints team or so, but this pattern is notable in the current complaints that are on going with Heybets. Casino Guru is indeed doing the best it can with the info they get and if a complaint can't be resolved this could result in black points that will harm the casino reputation on this platform.
As you mentioned earlier casinos do care about their reputation thanks to Casino Guru being such a big platform, but if a casino starts delaying a complaint as long as possible they are not up to any good I believe.
Don't forget, my complaint was closed as unresolved which harmed the casino reputation. So in less then 24 hours they responded to re open the complaint and dropped the disputed amount to 55 bucks with 'evidence' that is false. It is that I made some screenshots that I was able to provide to Veronika so she believed there are some irregularities with the casinos evidence. And as the given solution (to trust the casino to ask Evolution Gaming for a transaction overview of that day and not edit this) was not a solution I could trust on I forwarded my case to the Licensor.
Indeed, the Curacao based authorities are not like Maltese but if they do not solve this case you can always (if needed) go to court and hold both the casino and their authority responsible for everything occurred. The SBGOK did made some wins in cases where the court ruled that the regulator of the casino is responsible for its behavior.
And with the two cases from itninja04 and Dutchgambler I wonder what the casino will do, since both players visited from restricted countries (similar to my case) as the casino had no working country block (which seems now to be fixed making it impossible to visit from The Netherlands).
For now Happy 2024 Casino Guru team, and lets hope 2024 will bring more resolved complaints and happy players.
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