U redu, pošto je prošlo više od 2 nedelje otkako sam pozvao kazino u temu, a nismo saznali više nego što smo ranije znali, hajde da sada uradimo drugačije.
Dragi MiCasino tim ,
Želeo bih da ponovim pitanja iz mog prvog posta upućena vama i zahtevaću vašu saradnju (svi relevantni detalji/dokazi koje sam tražio).
" Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto je njegov nalog blokiran/zatvoren, a dobici zaplenjeni? Možete li biti precizniji u vezi sa lažnim/zabranjenim aktivnostima na njegovom spornom nalogu?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Slobodno pošaljite potrebne dokaze na moju imejl adresu ( branislav.b@casino.guru ). Ako se optužbe odnose isključivo na sportsko klađenje i kršenje njegovih pravila, bilo bi dovoljno videti neki izveštaj o opkladama/dobitima korisnika razvrstanih po vrstama igara i jednostavno objašnjenje. "
Pošto korisnik može jednostavno da tvrdi da nije primio nikakvu dalju e-poštu, a kazino je taj koji je zaplenio njegov dobitak, na kazinu je da nam pruži odgovarajuće objašnjenje/detalje/dokaze koji podržavaju svoje tvrdnje i odluku. Pored toga, kao što sam mogao da vidim (sa snimka ekrana koji je igrač ranije podelio sa nama), kazino ga je samo obavestio o kršenim/primenjenim pravilima, bez daljih detalja. Dakle, bilo bi veoma cenjeno ako bismo mogli dovoljno da razmotrimo stvar sa naše strane sa svim relevantnim podacima. Do sada to nije bilo moguće.
Imajte na umu da ako niste u mogućnosti i voljni da sarađujete u rešavanju problema, bićem primoran da zatvorim slučaj kao „nerešen", što će smanjiti rejting/„indeks bezbednosti" kazina na casino.guru.
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Alright, as it is more than 2 weeks since I invited the casino to the thread, and we have not found out more than we knew before, let's do it differently now.
Dear MiCasino team,
I would like to repeat questions from my first post directed to you, and I will require your cooperation (all the relevant details/evidence that I asked for).
"Could you please explain the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Can you be more specific regarding fraudulent/prohibited activity on his disputed account?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru). If the accusations relate solely to sports betting and breaching its rules, it would be enough to see some report of the user's bets/winnings sorted by game types and a simple explanation."
Since the user can simply claim he has not received any further email, and the casino is the one that confiscated his winnings, it is up to the casino to provide us with the appropriate explanation/details/evidence supporting its claims and decision. In addition, as I could see (from the screenshot the player shared with us earlier), the casino only informed him about breached/applied rules, without further details. So, it would be highly appreciated if we could review the matter sufficiently on our side with all the relevant data. Until now, it has not been possible.
Please note if you are not able and willing to cooperate in resolving the matter, I will be forced to close the case as 'unresolved', which will decrease the casino's rating/"safety index" on casino.guru.
Thank you for understanding. Looking forward to hearing from you.
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