Hvala vam na svim pruženim informacijama i dokazima, tim LuckiKoala.
Dragi niojim,
Nakon prikupljanja svih informacija i dokaza, uspeo sam da razumem situaciju koja se dogodila, a radnje koje je preduzeo kazino tim su bile opravdane.
Kao što je ranije saopšteno, dotični dobici nisu akumulirani na pošten način zbog softverske greške koja nije uspela da tačno odrazi višestruke nedobitne opklade, prvenstveno prikazujući samo pobedničke na bilansu u to vreme. Ovo neslaganje je naknadno otklonjeno, a svi pogođeni igrači, uključujući i vas, bili su propisno obavešteni o tome. Nakon odbitka „nepoštenih" dobitaka sa vašeg stanja, izgleda da ste prihvatili ovo prilagođavanje, pošto ste nastavili da igrate normalno i čak napravili dodatne depozite. Ovo postavlja neka pitanja u vezi sa vremenom vaše žalbe, koja je podneta tek nakon što ste doživeli gubitke. Iako razumem da softversku grešku niste izazvali vi, pravilo 7.3.16. kazino tim koji vam je ukazao u svom imejlu od 14.10.2024. je ispravno primenjen.
Shvatam da je korisničko iskustvo u ovom slučaju manje nego idealno, međutim, važno je napomenuti da se čak i najnapredniji sistemi u vodećim kazinima povremeno mogu suočiti sa problemima jer nijedan sistem nije uvek 100% besprekoran.
Razumem da ovaj ishod nije ono čemu ste se nadali, ali želim da vas uverim da smo, kao nezavisna strana, pažljivo pregledali sve dostupne informacije i dokaze. Na osnovu naše procene, kazino tim je delovao u potpunosti u skladu sa svojim utvrđenim pravilima, i odbijanje „nepoštenih" dobitaka sa vašeg bilansa je zaista bilo opravdano. Kazino tim vam je vratio 1884 €, što se čini ispravnim, ali nažalost, 3100 € koje osporavate ne mogu se smatrati legitimnim dobicima zbog softverske greške.
Nadam se da vam je moj odgovor razjasnio situaciju. Obavestite me da li mogu da smatram da je vaša žalba rešena ili vam treba pomoć oko bilo čega drugog.
Thank you for all the provided information and evidence, LuckyKoala Team.
Dear nyojim,
After gathering all the information and evidence, I was able to understand the situation that occurred, and the actions taken by the casino team were justified.
As previously communicated, the winnings in question were not accrued through fair means due to a software error that failed to accurately reflect multiple non-winning bets, primarily showing only the winning ones in the balance at that time. This discrepancy was subsequently rectified, and all players affected, including yourself, were duly informed about this. Following the deduction of the "unfair" winnings from your balance, it appears that you accepted this adjustment, as you continued to play normally and even made further deposits. This raises some questions regarding the timing of your complaint, which was submitted only after you experienced losses. Although I understand the software error was not caused by you, the rule 7.3.16. the casino team pointed out in their email to you from 14.10.2024 was applied correctly.
I recognize that the user experience in this instance is less than ideal however, it is important to note that even the most advanced systems in leading casinos can occasionally face issues as no system is always 100% flawless.
I understand that this outcome is not what you have hoped for, but I want to assure you that, as an independent party, we have carefully reviewed all the available information and evidence. Based on our assessment, the casino team has acted in full compliance with their established rules, and the deduction of the "unfair" winnings from your balance was indeed justified. The casino team has refunded you €1884, which appears to be the right thing to do, but unfortunately, the €3100 you are disputing cannot be considered legitimate winnings due to the software error.
I hope that my response has clarified the situation for you. Please let me know if I can regard your complaint addressed or if you need assistance with anything else.
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