Dragi 29pk,
Dobio sam dokaze koji podržavaju odluku kazina. Nažalost, nakon prikupljanja svih potrebnih informacija ovu žalbu odbacujemo kao neopravdanu. Pre svega, imali ste aktivan bonus (70% ekskluzivnog bonusa za ponovno učitavanje kazina) dok ste pisali podršci kazina o zavisnosti od kockanja. Osnovna procedura za većinu onlajn kazina je da otkaže bilo koji aktivni bonus i vrati preostali iznos igračima. Pogledajte klauzulu u nastavku:
„8. Možete da otkažete svoj bonus tako što ćete kontaktirati naš live ćaskanje, ali imajte na umu da će ukupan iznos bonusa, generisani dobici i ukupan iznos opklade (od aktiviranja bonusa do njegovog otkazivanja) biti oduzeti od vašeg ukupnog stanja. Bonus i real novac se ne odvaja".
Uprkos situaciji, kazino je napravio izuzetak i vratio vam poslednji uplaćeni iznos, koji je, u stvari, bio veći od preostalog stanja nakon otkazivanja bonusa.
Žao nam je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molimo vas da nas kontaktirate ubuduće ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino.
Hvala vam puno, MiStake Casino, na pružanju informacija i vašoj saradnji.
Srdačan pozdrav,
Tomas
Dear 29pk,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. First of all, you had an active bonus (70% Exclusive Casino Reload Bonus) while you wrote to the casino's support about gambling addiction. The basic procedure for most online casinos is to cancel any active bonus and return the outstanding balance to the players. See clause below:
"8. You can cancel your bonus by contacting our live chat but keep in mind that the total bonus amount, the generated winnings, and total bet amount (from bonus activation until its cancelation) will be deducted from your overall balance. Bonus and real money are not separated."
Despite the situation, the casino made an exception and returned the last deposited amount to you, which was, in fact, a higher amount than the remaining balance after the bonus cancellation.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, MyStake Casino, for providing information and your cooperation.
Best regards,
Tomas
Automatski prevedeno: