Dragi bigblindcdn,
Hvala vam što ste podneli žalbu. Žao mi je što čujem za problem na koji ste naišli.
Da biste nam pomogli da bolje razumemo vaš slučaj, da li biste mogli da dostavite link ili snimak ekrana bonusa na depozit koji ste aktivirali i sa kojim ste igrali? Ako je moguće, ljubazno uključite i njegove odredbe i uslove. Vredi napomenuti da pravila kazina često navode da kada se bonus aktivira, prvi se koristi pravi novac, a pravila o bonusu, uključujući maksimalnu dozvoljenu opkladu, primenjuju se od trenutka kada je bonus aktiviran.
Naš stav o pravilu maksimalne opklade je detaljno objašnjen u Kodeksu poštenog kockanja . Pravilo maksimalne opklade je uobičajen industrijski standard, a kazina generalno imaju pravo da zaplene dobitak iz bonus igre ako se ovo pravilo prekrši. Kao takvi, mi obično ne kažnjavamo kazina zbog primene ovog pravila.
Međutim, ako verujete da ste nepravedno optuženi, prosledite svoju istoriju igara zajedno sa vezom do određenog bonusa koji ste iskoristili i odigrali. Takođe možete da delite bilo koju drugu relevantnu komunikaciju između vas i kazina.
Slobodno pošaljite ove informacije na moju e-poštu: veronika.f@casino.guru . Daću sve od sebe da vam dodatno pomognem.
Hvala unapred na saradnji.
Srdačan pozdrav,
Veronika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear bigblindcdn,
Thank you for submitting your complaint. I'm sorry to hear about the issue you’ve encountered.
To help us better understand your case, could you please provide a link or screenshot of the deposit bonus you activated and played with? If possible, kindly include its Terms and Conditions as well. It's worth noting that casino rules often state that when a bonus is activated, real money is used first, and the bonus rules, including the maximum allowed bet, apply from the moment the bonus is activated.
Our stance on the maximum bet rule is explained in detail in the Fair Gambling Codex. The maximum bet rule is a common industry standard, and casinos generally have the right to seize winnings from bonus play if this rule is breached. As such, we typically do not penalize casinos for enforcing this rule.
However, if you believe you’ve been accused unfairly, please forward your game history along with the link to the specific bonus you redeemed and played. You can also share any other relevant communication between you and the casino.
Feel free to send this information to my email: veronika.f@casino.guru. I’ll do my best to assist you further.
Thank you in advance for your cooperation.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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