Dragi mali igrači ,
Moram da vas obavestim da sam dobio odgovor od Lemon kazina u vezi sa vašim nalogom i želeo bih da podelim njihov stav sa vama.
Iako sam uložio sve napore da pregovaram o poštenom kompromisu u vaše ime, tražeći da se vaš račun deblokira i dobitak refundira, kazino je izneo nekoliko argumenata koje moram da prihvatim. Proces registracije je osnovni aspekt rada svakog onlajn kazina. Pružanje tačnih i istinitih informacija nije samo formalnost; neophodno je da kazino ispuni regulatorne zahteve, spreči prevaru i promoviše odgovorno kockanje. Ovi podaci pomažu u verifikaciji identiteta, zaštiti finansijskih transakcija i sprečavanju pranja novca, kao i obezbeđivanju poštovanja zakonskih zahteva kao što su starosna ograničenja. Ukratko, pouzdani podaci štite i igrače i sam kazino.
Važno je napomenuti da igrači snose punu odgovornost za pružanje tačnih, autentičnih informacija tokom registracije. Korišćenje nadimka ili bilo kog imena koje se ne poklapa sa zvaničnim dokumentima krši Odredbe i uslove kazina i njegovu KIC (Knov Iour Customer) politiku. Iako verujem da vaše radnje nisu bile zlonamerne, kazino je opravdano označio korišćenje potpuno drugačijeg imena kao pružanje lažnih informacija. Pojasnili su da bi, da je u pitanju manja greška u kucanju, to ispravili na osnovu vaše dokumentacije. Međutim, upotreba drugog imena u ovom slučaju predstavlja kršenje.
Međutim, uspeo sam da ispregovaram mali gest dobre volje od kazina – refundiranje vašeg poslednjeg depozita u iznosu od 100 CA$. Iako bih voleo da sam mogao da postignem više za vas, ovo je obim onoga što su bili voljni i sposobni da ponude.
Zbog ovih okolnosti, ne preostaje mi ništa drugo nego da zatvorim vašu žalbu kao neopravdanu , jer dokazi jasno pokazuju da su pri registraciji date netačne informacije.
Za buduću referencu, toplo savetujem da se striktno pridržavate Uslova i odredbi bilo kog onlajn kazina i da obezbedite da su informacije koje dajete istinite i tačne. Ovo će vam pomoći da izbegnete slične situacije u budućnosti, jer će većina kazina verovatno rešavati takve slučajeve na sličan način.
Hvala vam na razumevanju i žao mi je što ovaj put nisam mogao da pružim povoljniji ishod. Ako u budućnosti naiđete na bilo kakve probleme sa ovim ili drugim kazinom, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi – uvek smo tu da vam pomognemo.
Srdačan pozdrav,
Kubo
Dear petitgamer,
I must inform you that I’ve received a response from Lemon Casino regarding your account issue, and I’d like to share their stance with you.
While I’ve made every effort to negotiate a fair compromise on your behalf, seeking to have your account unblocked and your winnings refunded, the casino has presented several arguments that I must acknowledge. The registration process is a fundamental aspect of every online casino’s operation. Providing accurate and truthful information is not just a formality; it is essential for the casino to meet regulatory requirements, prevent fraud, and promote responsible gambling. This data helps verify identities, safeguard financial transactions, and prevent money laundering, as well as ensure adherence to legal requirements such as age restrictions. In short, reliable data protects both players and the casino itself.
It’s important to note that players bear full responsibility for providing accurate, authentic information during registration. Using a nickname or any name that does not match official documents violates the casino's Terms & Conditions and its KYC (Know Your Customer) policy. While I believe your actions were not malicious, the casino has justifiably flagged the use of a completely different name as providing false information. They’ve clarified that had it been a minor typo, they would have corrected it based on your documentation. However, the use of a different name in this case is a violation.
I was, however, able to negotiate a small gesture of goodwill from the casino - a refund of your most recent deposit in the amount of CA$100. While I wish I could have achieved more for you, this is the extent of what they were willing and able to offer.
Due to these circumstances, I have no choice but to close your complaint as unjustified, as the evidence clearly shows that incorrect information was provided at registration.
For future reference, I strongly advise adhering strictly to any online casino’s Terms & Conditions and ensuring that the information you provide is truthful and accurate. This will help you avoid similar situations in the future, as most casinos would likely handle such cases in a similar way.
Thank you for your understanding, and I’m sorry I couldn’t deliver a more favorable outcome this time. Should you encounter any issues with this or another casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center - we’re always here to assist.
Best regards,
Kubo
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