Poštovani Arbaz143,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Sa žaljenjem vas obaveštavamo da nismo u mogućnosti da primoramo kazina da vam daju bonus koji više ne važi. Bonus je u suštini poklon od kazina, a na kazinu je da utvrdi da li se kvalifikujete za njega i koja pravila važe. Važno je napomenuti da kazina nisu u obavezi da nude bilo kakve pogodnosti svojim igračima i mogu isključiti pojedince iz svog programa lojalnosti bez prethodnog obaveštenja. Iako razumemo važnost obaveštavanja klijenata o bilo kakvim promenama koje mogu da utiču na njihovo iskustvo igrača, mi ne intervenišemo u ovim stvarima i dozvoljavamo kazinima da donose sopstvene odluke o tome ko prima nagrade za lojalnost, a ko ne.
Razumem da je ova situacija bila nesrećna i da niste vi krivi, ali jasno, ni kazino nije kriv.
Izvinjavam se što nisam u mogućnosti da pružim dodatnu pomoć u rešavanju ovog slučaja.
Hvala vam na razumevanju.
Srdačan pozdrav,
Kristina
Dear Arbaz143,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to give you a bonus that is not valid anymore. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.
I understand that this situation was unfortunate and not your fault, but clearly, it wasn't the casino's fault either.
I apologize for not being able to provide more assistance in resolving this case.
Thank you for your understanding.
Best regards,
Kristina
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