Draga lightbet,
Dobio sam objašnjenje od kazina sa pratećim dokazima koji potvrđuju njegove tvrdnje i odluku u vezi sa vašim kazino računom i konfiskacijom dobitka.
Nakon prikupljanja svih potrebnih informacija i detalja, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina. Iako niste dobili nikakvu e-poštu ili obaveštenje o povraćaju sredstava, kao što tvrdite, dobavljač načina plaćanja je izdao povraćaj sredstava nakon što su vaši depoziti izvršeni zbog načina na koji ste ih izvršili. Tada ste jednostavno igrali sa „nepokrivenim"/nevažećim sredstvima vidljivim na vašem kazino računu. Dobici su nevažeći i ne ispunjavate uslove za njih.
Kazino je postupio ispravno iu skladu sa svojim uslovima.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na branislav.b@casino.guru .
Hvala vam puno, Joia Casino tim, na pružanju informacija i na saradnji!
Srdačan pozdrav,
Branislav, Kazino.Guru
AŽURIRANjE (3/2025): Na osnovu ažuriranja primljenog od igrača, ažuriramo sadržaj ovog slučaja - korisnik je potvrdio da je uspešno primio povraćaj sredstava od provajdera plaćanja. Sporni iznos je ažuriran u skladu sa tim, na iznos dobitaka koji je kazino konfiskovao, akumuliranih od sredstava koja smo pogrešno uknjižili na korisnički račun, iako nije pripisan načinu plaćanja kazina.
Dear lightbet,
I received an explanation from the casino with supporting evidence confirming its claims and the decision regarding your casino account and the winnings confiscation.
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Although you have not received any email or notification about refunds, as you claim, the payment method provider did issue refunds after your deposits were made due to the way you made them. Then you were simply playing with "uncovered"/invalid funds visible on your casino account balance. The winnings are invalid, and you are not eligible for them.
The casino acted correctly and in accordance with its terms and conditions.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Joya Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
UPDATE (3/2025): Based on the update received from the player, we are updating the content of this case - the user confirmed he successfully received a refund from the payment provider. The disputed amount was updated accordingly, to the amount of the winnings confiscated by the casino, accumulated from the funds that we incorrectly credited to the user's account despite it not being credited to the casino's payment method.
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