Poštovani Andersson209,
Kontaktirao sam kazino, a jedina informacija koju sam dobio je da je trebalo da budu u kontaktu sa vama, da su razjasnili situaciju sa vama i da u slučaju da mi zatreba dodatna pomoć da ih kontaktiram putem njihovog live chat-a ili mejla ponovo ...
Nažalost, pošto nismo dobili nikakav relevantan odgovor od kazina u vezi sa ovim problemom, a korisnička podrška kazina očigledno vam ni u tome nije pomogla, nakon pregleda svih prikupljenih detalja, razmatramo pristup kazina i generalnu primenu pravila kao što su gore pomenuti strogo nepravedan. Zbog toga ne možemo da nastavimo sa rešavanjem ove žalbe i prinuđeni smo da je zatvorimo kao „nerešenu", što će negativno uticati na rejting kazina.
Što se tiče vašeg pitanja - pošto kazino ne poseduje nijednu važeću licencu za igre na sreću, to nije regulisano od strane nijednog autoriteta za igre na sreću, verovatno ne možete ništa drugo da uradite. Advokat bi vas verovatno koštao mnogo vremena i mnogo više novca nego što osporavate, tako da to nije rešenje. S druge strane, smanjenje rejtinga kazina zbog nerešenih žalbi moglo bi da promeni njegov pristup u budućnosti. Dakle, rekao bih da je jedini način da vratite svoja sporna (oduzeta) sredstva da sačekate da kazino preispita svoja pravila i pristup, kao i svoju odluku u vezi sa oduzimanjem vašeg dobitka.
U slučaju bilo kakvih pitanja, ne oklevajte da me kontaktirate na branislav.b@casino.guru .
Voleo bih da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo da otvori ovu žalbu u bilo kom trenutku.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Andersson209,
I contacted the casino, and the only information I received was that they should have been in contact with you, they clarified the situation with you, and that in case I need any further help, I should contact them via their live chat or email again...
Unfortunately, since we have not received any relevant response from the casino regarding the issue and the casino's customer support obviously did not help you with that at all either, after reviewing all the gathered details, we consider the casino's approach and generally applying rules like the above-mentioned one strictly unfair. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
As for your question - since the casino does not own any valid gaming license, it is not regulated by any gaming authority, there is likely nothing else you could do. A lawyer would likely cost you a lot of time and much more money than you dispute, so it is not a solution. On the other side, the decrease in the casino's rating due to unresolved complaints could change its approach in the future. So, I would say that the only way how to get your disputed (confiscated) funds back is to wait until the casino reconsiders its rules and approach, and its decision regarding your winnings confiscation.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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