Dozvolite mi da počnem od kraja. Mislim da nema problema sa vašom objavom i to je jasno vidljivo.
Dozvolite mi da pređem na žalbe. Jasno je da zarađujemo novac od kazina. Ne pokušavamo to da uradimo tako što ćemo namamiti igrače besplatnim žalbama, a zatim se prema njima odnositi nepravedno. Svaki slučaj koji rešavamo uvek se rešava po istim pravilima, bez obzira da li je nekome prvi put ili je već podneo 50 žalbi. Nećemo naplaćivati naknade za ovo; to trenutno nije deo našeg plana, a možda čak nećemo moći ni da povećamo brzinu odgovora jer ima toliko žalbi. Nije da ne želimo nikome da odgovorimo, ali kada ima 1.500 žalbi mesečno, to je dovoljno. Kazino nam uvek mora pružiti jasne dokaze zašto je odlučio da uradi ono što je uradio, i neće biti drugačije ni u vašem slučaju. Moraju jasno navesti zašto su tog mišljenja i pružiti dokaze. Nije bitno kakvo partnerstvo imamo sa kazinom. Svake nedelje imamo pozive gde rešavamo određene slučajeve, i nijednom se nije desilo da se nismo složili sa kazinom sa kojim imamo, recimo, „dobar odnos". To jednostavno ne igra ulogu za nas. Svaki kazino treba da bude fer prema igračima, baš kao što igrači treba da budu fer prema kazinima.
Tako da verujem da će se i sada sve rešiti u ovom duhu.
Ne želim da donosim zaključke jer nisam uključen u proces žalbe, ali mogu vas uveriti da će se postupati na isti način kao i sa svakim drugim igračem, i kao što sam već napomenuo, u nastojanju da se uvek održi pravednost.
Nadam se da ćemo na kraju dana moći da kažemo da je to bio slučaj za sve uključene strane.🙂
Let me start from the end. I think there is no problem with your post and it is clearly visible.
Let me move on to complaints. It is clear that we earn money from casinos. We do not try to do this by luring players with free complaints and then treating them unfairly. Every case we deal with is always handled according to the same rules, whether it's someone's first time or they've already filed 50 complaints. We will not charge fees for this; it is not currently part of our plan, and we might not even be able to increase our response speed because there are so many complaints. It's not that we don't want to respond to anyone, but when there are 1,500 complaints a month, that's enough. The casino must always provide us with clear evidence of why it decided to do what it did, and it will be no different in your case. They must clearly state why they are of that opinion and provide proof. It doesn't matter what kind of partnership we have with a casino. We have calls every week where we resolve certain cases, and it has not been once that we have disagreed with a casino with which we have, let's say, a "good relationship." That simply does not play a role for us. Every casino should be fair to players, just as players should be fair to casinos.
So I believe that everything will be resolved in this spirit now as well.
I don't want to jump to conclusions because I am not involved in the complaint process, but I can assure you that it will be handled in the same way as with every other player, and as I have already mentioned, in an effort to always maintain fairness.
I hope that at the end of the day, we will be able to say that this was the case for all parties involved.🙂
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