Poštovani jstrangaz901,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za probleme koje ste imali sa svojim povlačenjem sredstava.
Iz onoga što ste spomenuli, čini se da su vaši dobici vraćeni u kazino, ostavljajući vam smanjen saldo od 500 dolara. Pošto ste igrali svoj dobitak, situacija postaje komplikovanija.
Kao što verovatno znate, kada se dobici odigraju i izgube, vrlo malo možemo da uradimo da povratimo sredstva, pošto je novac već uložen. Kazina obično zahtevaju da igrači ispune određene uslove, a ako ti uslovi nisu ispunjeni, dobici mogu biti izgubljeni. Pored toga, ako niste bili svesni da se bonus primenjuje, ovo bi mogao biti još jedan faktor koji doprinosi problemu.
Razumem da je ovo frustrirajuće, ali s obzirom na okolnosti, ne možemo mnogo da uradimo da preokrenemo ishod osim ako ne postoje dodatni dokazi o grešci ili nepoštenoj praksi od strane kazina.
Ako imate bilo kakve dodatne informacije ili dokumente, slobodno ih pošaljite na moju e-poštu na petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear jstrangaz901,
Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you've experienced with your withdrawals.
From what you’ve mentioned, it seems that your winnings were played back into the casino, leaving you with a reduced balance of $500. Since you played your winnings, the situation becomes more complicated.
As you likely know, once winnings are played and lost, there is very little we can do to retrieve the funds, as the money has already been wagered. Casinos typically require that players meet certain conditions, and if those conditions are not met, the winnings can be forfeited. Additionally, if you were not aware of a bonus being applied, this could be another factor contributing to the issue.
I understand this is frustrating, but given the circumstances, there is not much we can do to reverse the outcome unless there is further evidence of a mistake or unfair practice on the casino’s part.
If you have any additional information or documents, feel free to send them to my email at petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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