Zdravo fuglset208 ,
Pregledali smo vašu žalbu u vezi sa zadržavanjem vaših dobitaka i zahtevom za dodatne provere u našem kazinu.
Prvo, želimo da razjasnimo da kao deo naše posvećenosti održavanju bezbednog i poštenog okruženja za igre, povremeno možemo da zahtevamo dodatne provere nakon detaljnog pregleda igre. Ove provere imaju za cilj da obezbede usklađenost sa našim uslovima i odredbama, kao i regulatornim zahtevima. Razumemo da se ovaj proces može shvatiti kao neprijatnost i izvinjavamo se zbog bilo kakve frustracije koju je mogao izazvati.
U vezi sa vašim konkretnim slučajem, želimo da vas obavestimo da smo pažljivo pregledali vašu aktivnost igranja i da smo 7. marta obrađivali vaše dobitke u punom iznosu od 1400 EUR. Želimo da vas uverimo da se trudimo da isplate obradimo što pre , i cenimo vaše strpljenje tokom ovog procesa verifikacije.
Želimo da vas obavestimo da smo nakon razmatranja izvršenih provera doneli odluku da ne otvaramo ponovo vaš nalog, u skladu sa našim uslovima i odredbama „Kazino zadržava pravo da zatvori vaš nalog igrača i da vam refundira iznos na vašem računu, podložan odbijanju relevantnih troškova povlačenja, prema apsolutnom nahođenju kazina i bez ikakve obaveze navođenja razloga ili prethodnog obaveštenja".
Razumemo da su transparentnost i komunikacija od vitalnog značaja i izvinjavamo se ako nismo pružili dovoljno jasnoće o razlozima za dodatne provere.
Želimo vam sve najbolje.
Srdačan pozdrav,
JustCasino tim
Hi fuglset208,
We have reviewed your complaint regarding the withholding of your winnings and the request of additional checks at our casino.
Firstly, we would like to clarify that as part of our commitment to maintaining a secure and fair gaming environment, we may occasionally request additional checks after a thorough review of gameplay. These checks aim to ensure compliance with our terms and conditions, as well as regulatory requirements. We understand that this process can be perceived as an inconvenience, and we apologize for any frustration it may have caused.
In relation to your specific case, we would like to inform you that we have carefully reviewed your gameplay activity and have processed your winnings in the full amount of 1400 EUR on March 7. We would like to assure you that we strive to process withdrawals promptly, and we appreciate your patience throughout this verification process.
We would like to inform you that upon consideration of the checks that were carried out, we have taken the decision to not reopen your account, in accordance with our terms and conditions "The Casino reserves the right to close your Player Account and to refund you the amount on your account balance, subject to the deduction of relevant withdrawal charges, at the Casino’s absolute discretion and without any obligation to state a reason or give prior notice".
We understand that transparency and communication are vital, and we apologize if we did not provide sufficient clarity on the reasons for the additional checks.
We wish you all the best.
Best regards,
JustCasino Team
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