Poštovani Geirmercet77 ,
Kazino nam ne može pružiti potrebne detalje/dokaze. Rečeno mi je da igrači treba da rešavaju svoje probleme direktno sa kazinom. Da li ste od kazina dobili dodatne detalje u vezi sa vašim problemom?
Da li ste već pokušali da pratite sva uputstva navedena na veb stranici kazina u vezi sa žalbama, kao što su posebni kazino mejlovi za žalbe, navedeni u Uslovima i odredbama kazina (odeljak „15. Kako se žaliti"), ili - navode usluge trećih strana u odeljku „ Žalbe "?
Ako ne, možete li probati i obavestiti me za nekoliko dana u slučaju da bude bilo kakvih vesti ili ažuriranja? Ako jeste, i ništa nije pomoglo - srećom, kazino poseduje dobru licencu i navodi dobre ADR (Alternativno rešavanje sporova) u svojim Uslovima i odredbama, tako da bi trebalo da budete u mogućnosti da rešite svoj problem ili da ubrzate proces podnošenjem žalbe kod jednog ADR-a kazina - eCOGRA ili ODR. Više o njihovim procesima žalbe možete pronaći u pravilima istog kazina, odeljak „15. Kako se žaliti", druga polovina ovog pravila. Takođe je moguće uložiti žalbu MGA , međutim, smatram da je jedan od uslova za podnošenje žalbe da ste prethodno pokušali da je rešite kazinom i/ili ADR-om. Dakle, ako ADR istraži pitanje, odluči da je kazino postupio ispravno i odluči u korist kazina, što je odlučujuće, možemo smatrati odluku ADR-a konačnom.
Dakle, u slučaju da ste probali sve, preporučujem vam da podnesete žalbu ADR-ima kazina i sačekate dalja uputstva i njihovu odluku. Međutim, ako odlučite da to uradite, možete li mi ovde dostaviti potvrdu o uspešno podnetoj žalbi? Snimak ekrana ili žalba ref. broj bi trebao biti dovoljan.
Čak i ako kazino ne može da nam pruži prateće dokaze, mora ih dostaviti ADR-u/regulatoru.
Radujemo se Vašem odgovoru.
Dear Geirmercet77,
The casino cannot provide us with the necessary details/evidence. I was told that players should solve their issues with the casino directly. Did you receive any further details from the casino regarding your issue?
Have you already tried to follow all the instructions stated on the casino website regarding complaints, such as the special casino emails for complaints, stated in the casino's Terms and Conditions (section "15. How to complain"), or - 3rd party services stated in section "Complaints"?
If not, can you please try it and let me know in a few days in case there is any news or updates? If yes, and nothing helped - fortunately, the casino owns a good license and states good ADRs (Alternative dispute resolution) in their Terms and Conditions, so you should be able to solve your issue or speed up the process by submitting a complaint with one of the casino's ADRs - eCOGRA or ODR. You can find more about their complaint processes in the same casino's rules, section "15. How to complain", the second half of this rule. It is also possible to lodge a complaint to MGA, however, I think that one of the conditions for submitting a complaint is that you previously tried to solve it with the casino and/or ADR. So, if an ADR investigates the issue, decides that the casino acted correctly and decides in favour of the casino, which is decisive, we can consider the ADR's decision as final.
So, in case you tried everything, I recommend you submit a complaint with the casino's ADR(s) and wait for further instructions and their decision. However, if you decide to do it, can you please provide me with a confirmation of a successfully submitted complaint here? A screenshot or a complaint ref. number should be enough.
Even if the casino cannot provide us with the supporting evidence, it has to provide it to the ADR/regulator.
Looking forward to hearing from you.
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