Zdravo, ronaldsosaa0012,
Žao mi je što čujem za vašu nevolju. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Međutim, da li imate bilo kakav dokaz da je stanje na vašem računu u bilo kom trenutku iznosilo 118.000 dolara? Pored toga, mogu da vidim na jednom od vaših snimaka ekrana (ako je prevod tačan) da je vaš bilans bio 60.000 dolara, ali sredstva koja se mogu povući su samo 30.000 dolara. Stoga imam nekoliko pitanja da razjasnim situaciju.
- Da li imate neki dokaz o svom stanju od 118.000 dolara, i ako jeste, možete li ga podeliti ovde ili poslati na moju e-poštu ( branislav.b@casino.guru )?
- Da li ste koristili neki bonus na svom nalogu? Ne mislim na to da li je vaš dobitak osvojen sa bonusom, već da li ste ikada ranije koristili bonus na svom nalogu.
- Ako ste koristili bilo koji bonus – da li je moguće da postoje nedovršene runde/funkcije koje ste igrali sa bonusom, a niste završili, ili da su neki od vaših dobitaka osvojeni pravim novcem, ali završavanjem nedovršenih rundi iz igara koje ste tamo ostavili dok ste igrali sa bonusom, pa su oni prikupljeni nakon što je bonus izgubljen, uz naknadni depozit(e) za pravi novac?
- Da li ste u potpunosti kladili svoje depozite u skladu sa AML pravilima kazina?
- Koje ste igre ili vrste igara igrali u kazinu i iz koje vrste igara ste akumulirali svoje sporne dobitke? Da li ste igrali samo slotove ili i druge vrste igara (sportsko klađenje/kazino uživo/multiplaier/...)?
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Poštovani timu Novibet kazina ,
Možete li molim vas da pogledate problem igrača i detaljnije objasnite situaciju? Gde je otišao njegov dobitak? Da li mu je nešto od dobitka zaplenjeno? Šta bi moglo da izazove navodnu razliku u bilansima?
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 detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hello, ronaldsosaa0012,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, do you have any proof that your account balance was at any point of $118,000? In addition, I can see on one of your screenshots (if the translation is correct) that your balance was $60,000, but the withdrawable funds are only $30,000. Therefore, I have a few questions to clarify the situation.
- Do you have any proof of your balance of $118,000, and if so, can you share it here or send it to my email (branislav.b@casino.guru)?
- Did you use any bonus on your account? I do not mean that like whether your winnings were won with a bonus, but whether you, anytime before, used a bonus on your account.
- If you used any bonus - is it possible that there could be any unfinished rounds/features that you played with a bonus and not finished, or that some of your winnings were won with real money, but by finishing unfinished rounds from games you left there while you played with a bonus, so they were collected after the bonus was lost, with subsequent real money deposit(s)?
- Did you fully wager your deposit(s) within the casino's AML rules?
- What games or types of games did you play at the casino, and from what type of games did you accumulate your disputed winnings? Did you play only slots or also other types of games (sports betting/live casino/multiplayer/...)?
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Novibet Casino team,
Could you please look into the player's issue and explain the situation in more detail? Where did his winnings go? Was anything of his winnings confiscated? What could cause the alleged difference in balances?
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 details and supporting evidence to my email address (branislav.b@casino.guru).
Automatski prevedeno:
U toj igrici izgleda da mi je stanje 166 hiljada koje sam nastavio da igram, a stanje mi se smanjuje na 118 hiljada koje sam napustio kazino kada sam ponovo uneo balans nije bio tu
