Dragi Skillzpt,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo. Prihvatamo situaciju kada kazino dozvoljava igračima iz zemalja za koje nemaju potrebnu licencu da otvore nalog sve dok to ne iskoriste kao priliku da kasnije ponište legitimne dobitke igrača. Jednostavno rečeno – ako kazino dozvoljava igračima iz takvih zemalja da deponuju i igraju, oni takođe treba da isplate svoje dobitke. Međutim, ako je igrač lično odlučio da uplati depozit i izgubi, verujemo da ne ispunjava uslove za bilo kakav povraćaj novca jer bi mogao da izgubi svoje depozite na isti način u bilo kom drugom kazinu.
Stoga, želim da naglasim, da dalje istražujemo i pomažemo samo onim igračima kojima su sredstva ili dobici zaplenjeni zbog toga što su iz ograničene zemlje. Ipak, izgleda da ovde nije tako, ali ispravite me ako grešim, molim vas.
Štaviše, pomenuli ste da imate problem sa kockanjem. Da li ste obavestili kazino o tome pre nego što ste počeli da deponujete? Da kazino nije bio svestan vaše zavisnosti od kockanja, bojim se da ne biste imali pravo na povraćaj vaših depozita.
Hvala unapred na odgovoru i razumevanju.
Srdačan pozdrav,
Kristina
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 800 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Skillzpt,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from countries they do not have the necessary license for to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from such countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.
Furthermore, you mentioned that you have a gambling problem. Did you inform the casino about it before you started depositing? If the casino wasn't aware of your gambling addiction, I am afraid that you wouldn't be entitled to a refund of your deposits.
Thank you in advance for your reply and understanding.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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