Zdravo svima,
Hvala vam na odgovorima. Napravio sam neku istragu i imam neke beleške za obe strane.
Dragi Horus Casino timu,
Bio je sličan slučaj pre sedam meseci u partnerskom kazinu. Igrač je dobio vikend bonus na koji nije imao pravo jer nije napravio dovoljno „čistih depozita" tokom nedelje. Žalba je zatvorena kao nerešena jer je kazino dodelio bonus igraču iako on nije imao pravo na njega i najvažniji uslov nije bio prisutan u posebnim uslovima bonusa. To znači da je kazino znao za problem, ali se i dalje nije potrudio da stavi uslov na određene uslove ili prikaže bilo kakvo upozorenje igračima i sa zadovoljstvom šalje ponudu igračima putem e-pošte, ali najvažniji uslov nedostaje. Argument da je ovaj uslov prisutan u uslovima bonusa je prilično slab. Cela situacija izgleda kao zamka za povremene igrače. Ako želite da igrači znaju za ovo, zašto ne prikažete uslov u posebnim uslovima bonusa, posebno kada znate da je to izazivalo probleme u prošlosti?
Dragi Niklasplai24,
Istaknuto je da ste u prošlosti već podneli praktično identičnu žalbu na drugi kazino. Isti problem je bio i sa vikend bonusom, a vi niste pravili čiste depozite tokom nedelje. Moje pitanje je ako ste već imali problem sa identičnim bonusom u prošlosti, zašto niste bili pažljiviji sa uslovima bonusa i niste ih poštovali? Mogu da zamislim da novi igrači mogu lako da naprave ovu grešku, ali teško je poverovati da bi se to desilo dva puta bez namere.
Na osnovu gore navedenih argumenata, moraćemo interno da razgovaramo o ovom pitanju i ja ću vam se vratiti sa zaključkom.
Hi all,
Thank you for your replies. I made some investigation and I have some notes for both parties.
Dear Horus Casino team,
There was a similar case seven months ago in a partner casino. The player received a weekend bonus that he wasn't eligible for because he didn't make enough "clean deposits" during the week. The complaint was closed as unresolved because the casino granted the bonus to the player even though he wasn't eligible for it and the most important condition wasn't present in the specific bonus terms. This means that the casino knew about the problem but still didn't bother to put the condition to the specific terms or display any sort of warning to the players and happily sends the offer to players by email but the most important condition is missing. The argument that this condition is present in the bonus terms is quite weak. The whole situation looks like a trap for casual players. If you want the players to know about this, why don't you display the condition in the specific bonus terms, especially when you know it caused problems in the past?
Dear Niklasplay24,
It was pointed out that you already submitted practically an identical complaint regarding a different casino in the past. It was the very same problem with a weekend bonus and you not making clean deposits during the week. My question is if you already had a problem with an identical bonus in the past, why weren't you more careful with the bonus conditions and didn't follow them? I can imagine that new players can easily make this mistake but it's hard to believe that it would happen twice without intention.
Based on the arguments above, we will have to discuss the issue internally and I will get back to you with a conclusion.
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