Zdravo, BartusGieroj,
Žao mi je što čujem za vašu nevolju. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. U međuvremenu, dok čekamo odgovor i pojašnjenje kazina, možete li mi dati sledeće informacije:
- Koliko ste depozita napravili u kazinu?
- Da li je vraćeni depozit bio jedini depozit koji ste dali + Da li ste podneli zahtev za povlačenje svog depozita + Da li je već vraćen na vaš način plaćanja?
- Da li sam dobro razumeo da su vaši sporni dobici akumulirani sa bonusom na prvi depozit? Ako niste, možete li pojasniti kako ste ih akumulirali?
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Hatbet Casino timu ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto su sporni dobici konfiskovani?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Imajte na umu da iako je prihvatljivo i industrijski standard da onlajn kazina imaju pravo da zatvore bilo koji nalog u bilo kom trenutku, ili prestanu da pružaju svoje usluge bilo kom igraču, bez navođenja razloga, međutim, u redu je samo ako je preostali iznos isplaćeno u potpunosti, a ne ako je kazino odlučio da konfiskuje bilo šta od dobitka igrača. To je veoma nepravedan i netačan pristup. Pored toga, pravilo koje je citirao predstavnik kazina CS iznad na snimku ekrana ne navodi ništa o konfiskaciji.
Hello, BartusGieroj,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response and clarification, can you please provide me with the following information:
- How many deposits did you make at the casino?
- Was the refunded deposit the only deposit you made + Did you submit a withdrawal request for your deposit + Has it already been refunded to your payment method?
- Do I understand correctly that your disputed winnings were accumulated with the first deposit bonus? If not, can you clarify how you accumulated them?
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Hatbet Casino team,
Could you please explain the player's situation in more detail? Why have disputed winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Please note that although it is acceptable and an industry standard that online casinos have the right to close any account at any time, or stop providing their services to any player, without giving a reason, however, it is alright only if the remaining balance is paid out in full, not if the casino decided to confiscate anything of a player's winnings. It is a very unfair and incorrect approach. In addition, the rule cited by the casino CS representative above in the screenshot does not state anything about confiscation.
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