Dragi denedub,
Razumem vašu frustraciju, ali morate da shvatite da pokušavamo da pomognemo igračima rešavanjem problema između igrača i kazina ako je moguće, a ovu uslugu nudimo besplatno. Casino.guru je nezavisni izvor informacija o onlajn kazinu, onlajn kazino igrama i deluje kao posrednik u rešavanju sporova igrača koje ne kontroliše nijedan operater kockanja.
Ne možemo da delimo nikakve poverljive informacije u skladu sa vašom politikom privatnosti, ali budite sigurni da uvek pokušavamo da prikupimo što je moguće više informacija i postupamo u skladu sa dostupnim činjenicama.
Većina, ako ne i svi kazina imaju pravilo poput onog koje sam naveo na snimku ekrana. To je industrijski standard. Neki kazina se čak ne bi potrudili da daju bilo kakvo detaljno objašnjenje. Srećom, uspeli smo da se bar dogovorimo oko "kompenzacione ponude" sa kazinom, iako oni po zakonu nisu obavezni da izdaju ništa.
Razumem da ovo možda nije ishod koji ste očekivali, ali zbog gore navedenih razloga, smatramo da je ovo fer pristup kazina.
Opet, na vama je da li ćete prihvatiti ovu ponudu ili ne, ali bojim se da se ništa više ne može učiniti.
Obavestite me da li možemo da smatramo da je vaša žalba rešena.
Dear denedub,
I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.
We can't share any confidential information as per your privacy policy but rest assured that we always try to gather as much information as possible and act according to the available facts.
Most, if not all casinos have a rule like the one I've provided in the screenshot. That is an industry standard. Some casinos wouldn't even bother to provide any detailed explanation. Luckily we were able to at least make a deal about the "compensation offer" with the casino, although they are legally not required to issue anything.
I understand that this might not be the outcome you have expected, but because of the aforementioned reasons, we consider this a fair approach from the casino.
Again, it is up to you if you accept this offer or not, but I'm afraid there is nothing more that can be done.
Please let me know if we can consider your complaint to be resolved.
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