Dragi Tstelli,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Možete li, molim vas, da nam kažete da li ste ranije iskoristili besplatne bonuse iz ovog kazina?
Da li je vaš nalog, uključujući način plaćanja, u potpunosti verifikovan?
Proverio sam opšta pravila bonusa i evo šta sam našao ( ovde ):
6.6. Ograničenja klađenja
(c) Štaviše, može se zahtevati samo jedna besplatna promocija između depozita koji ne uključuju bonuse.
Ako ste nedavno igrali sa pravim novcem, a najnoviji besplatni bonus je aktiviran nakon vaše igre sa pravim novcem, pošaljite sve relevantne dokaze na petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Tstelli,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please advise if you redeemed any free bonuses from this casino in the past?
Was your account, including the payment method, fully verified?
I have checked the general bonus rules and this is what I found (here):
6.6. Betting Limits
(c) Furthermore, only one free promotion can be claimed between deposits that do not involve bonuses.
If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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