Dragi Lucki Dreams Casino,
Pišem da bih izrazio svoje najveće razočarenje i frustraciju u vezi sa mojim nedavnim iskustvom na vašoj platformi. Deponovao sam 700 evra na svoj račun na luckidreams.com, samo da bih otkrio da su moja sredstva nestala, a moj nalog je neobjašnjivo suspendovan.
Nakon daljeg istraživanja, otkrio sam da se u Austriji legalnim smatraju samo kazina koji imaju važeću dozvolu za kockanje. Shodno tome, svi moji depoziti na vašoj platformi su bili nezakoniti. Pre ovog saznanja, temeljno sam pregledao vaše Uslove i odredbe, ali nikada nisam naišao na pominjanje Austrije kao jedne od zabranjenih zemalja. Štaviše, kada sam se raspitivao o ovome u ćaskanju, više puta sam dobio uveravanja da Austrija nije među ograničenim zemljama.
Posle više pokušaja, konačno sam dobio odgovor u ćaskanju u kojem se potvrđuje da se Austrija zaista smatra ograničenom zemljom. Kazino se izvinio zbog „neugodnosti", ali moja sredstva se i dalje zadržavaju. Ovo je očigledna greška vašeg kazina i apsolutna obmana.
Želeo bih da vam skrenem pažnju na sledeća pitanja:
1. Nedostatak transparentnosti: Vaš kazino nije jasno saopštio da je Austrija zemlja sa ograničenim pristupom, kako u Odredbama i uslovima tako i tokom interakcija sa korisničkom podrškom.
2. Nezakonito poslovanje: Prihvatanjem depozita od igrača u Austriji bez važeće dozvole za kockanje, vaš kazino radi u suprotnosti sa austrijskim zakonom.
3. Obmanjujuće informacije: Kontradiktorne informacije date u ćaskanju, koje su u početku poricale status Austrije kao ograničene zemlje, dovele su me u zabludu da napravim depozite koji su kasnije smatrani nezakonitim.
Zahtevam detaljnu istragu o ovom pitanju i brzo rešenje koje uključuje momentalno oslobađanje mojih sredstava. Nepravedno je da kazino profitira od takvih obmanjujućih praksi i zadrži moja deponovana sredstva.
Verujem da će Lucki Dreams Casino ozbiljno shvatiti ovu žalbu i ispraviti situaciju u skladu sa tim. Neuspeh da se ovo pitanje reši na zadovoljavajući način može rezultirati daljim merama, uključujući zakonske mere za osiguranje zaštite mojih prava kao potrošača.
Radujem se brzom odgovoru i blagovremenom rešavanju ovog pitanja.
BR
Dear Lucky Dreams Casino,
I am writing to express my utmost disappointment and frustration regarding my recent experience on your platform. I deposited €700 into my account at luckydreams.com, only to find that my funds have vanished, and my account has been inexplicably suspended.
Upon further investigation, I discovered that in Austria, only casinos holding a valid gambling license are considered legal. Consequently, all of my deposits on your platform were unlawful. Prior to this realization, I thoroughly reviewed your Terms and Conditions but never came across any mention of Austria being listed as one of the restricted countries. Moreover, when I inquired about this in the chat, I was repeatedly assured that Austria was not among the restricted countries.
After multiple attempts, I finally received a response in the chat acknowledging that Austria is indeed considered a restricted country. The casino apologized for the "inconvenience," yet my funds are still being withheld. This is an evident mistake on the part of your casino and an absolute deception.
I would like to bring the following issues to your attention:
1. Lack of transparency: Your casino failed to clearly communicate that Austria is a restricted country, both in the Terms and Conditions and during customer support interactions.
2. Unlawful operations: By accepting deposits from players in Austria without a valid gambling license, your casino is operating in violation of Austrian law.
3. Misleading information: The contradictory information provided in the chat, initially denying Austria's status as a restricted country, misled me into making deposits that were subsequently deemed unlawful.
I demand a thorough investigation into this matter and a prompt resolution that includes the immediate release of my funds. It is unjust for the casino to profit from such misleading practices and retain my deposited funds.
I trust that Lucky Dreams Casino will take this complaint seriously and rectify the situation accordingly. Failure to address this issue satisfactorily may result in further action, including legal measures to ensure the protection of my rights as a consumer.
I look forward to a prompt response and the timely resolution of this matter.
BR
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