Dragi Nik,
Hvala vam što ste pružili priliku da odgovorite na zabrinutost koju je iznela naša cenjena igračica Lusi. Nadam se da ću dati detaljno pojašnjenje.
14. novembra 2024. igrač je postavio nedeljni limit gubitka od 10 evra nakon značajne pobede od 10.000 evra. Istog dana, obratili su mi se putem e-pošte, zahtevajući da se ograničenje gubitka ukloni tek nakon što je njihovo povlačenje obrađeno. Pošto nisam bio dostupan i nisam odgovorio, kasnije te večeri, igrač je takođe kontaktirao naš tim za korisničku podršku putem ćaskanja uživo i izričito zahtevao uklanjanje njihovih ograničenja.
Nakon interakcije ćaskanja uživo, tim za podršku je reagovao na zahtev igrača da se uklone ograničenja, u skladu sa našim standardnim procedurama. Zahtev je bio jasan, nedvosmislen i nije sadržao nikakav uslov ili pominjanje njihovog povlačenja. Pošto ovo nije bio prvi put da je igrač tražio uklanjanje ograničenja, a s obzirom na eksplicitnu prirodu zahteva, nije bilo potrebe ili standardne prakse da se dovede u pitanje ili unakrsno upućivanje na njihovu prethodnu komunikaciju.
Pravila na koja se igrač poziva odnose se na povećanje i smanjenje limita, a ne na njihovo uklanjanje. Konkretno:
- Postavljena ili smanjena ograničenja stupaju na snagu odmah , kao što je navedeno u našim uslovima.
- Ograničenja se mogu povećati tek nakon što tekući period istekne .
- Obaveštenja se šalju samo kada je ograničenje prekoračeno, što se u ovom slučaju nije dogodilo.
Uklanjanje ograničenja, kao što je igrač zatražio putem ćaskanja uživo, ne podleže ovim uslovima i stupa na snagu odmah nakon što se izvrši. Pratili smo njihova eksplicitna uputstva u skladu sa našim procedurama.
Razumemo frustraciju igrača u vezi sa ishodom i uradili smo sve više da pružimo dobru volju i podršku:
Nadogradili svoj VIP status.
Obezbeđeni bonusi i beneficije u vrednosti od 3.250 evra.
Odobreno povlačenje 6.000 evra.
Ove akcije odražavaju našu posvećenost da obezbedimo prijatno iskustvo za igrača, čak i pod izazovnim okolnostima.
Iako saosećamo sa razočaranjem igrača, s poštovanjem tvrdimo da:
Uklanjanje ograničenja je urađeno u skladu sa jasnim zahtevom igrača putem ćaskanja uživo.
Zahtev je ispoštovan po standardnoj proceduri, bez pritiska ili uticaja našeg tima.
Posljednji gubitak bio je rezultat dobrovoljnih odluka igrača nakon što su ograničenja uklonjena.
Veoma cenimo igrača i to smo pokazali kroz brojne gestove podrške. Međutim, zahtev za povraćaj novca ne može se odobriti jer je kazino delovao u potpunosti u skladu sa uputstvima igrača i našim uslovima i odredbama. Važno je napomenuti da retrospektivne promene mišljenja ne garantuju povraćaj novca u bilo kom kazino okruženju.
Nadamo se da će ovo objašnjenje razjasniti situaciju i ostajemo posvećeni obezbeđivanju fer i transparentnih praksi za sve igrače. Ako su potrebne dodatne informacije, rado ćemo ih pružiti.
Hvala vam na razumevanju.
S poštovanjem,
Victoria
Senior VIP Account Manager
Dear Nick,
Thank you for providing the opportunity to respond to the concerns raised by our valued player Lucy. I hope I will provide a detailed clarification.
On November 14th, 2024, the player set a weekly loss limit of €10 after a significant win of €10,000. On the same day, they reached out via email to me, requesting that the loss limit be removed only after their withdrawal was processed. As I was not available and haven't responded, later that evening, the player also contacted our customer support team via live chat and explicitly requested the removal of their limits.
Following the live chat interaction, the support team actioned the player’s request to remove the limits, in line with our standard procedures. The request was clear, unambiguous, and did not include any condition or mention of their withdrawal. As this was not the first time the player had requested the removal of limits, and given the explicit nature of the request, there was no need or standard practice to question or cross-reference their previous communication.
The rules referenced by the player pertain to the increase and decrease of limits, not their removal. Specifically:
- Limits set or decreased take effect immediately, as outlined in our terms.
- Limits can only be increased after the current period expires.
- Notifications are sent only when a limit has been exceeded, which did not occur in this case.
The removal of a limit, as requested by the player via live chat, is not subject to these conditions and takes immediate effect once actioned. We followed their explicit instructions as per our procedures.
We understand the player’s frustration regarding the outcome, and we have gone above and beyond to provide goodwill and support:
Upgraded their VIP status.
Provided bonuses and benefits worth €3,250.
Approved a withdrawal of €6,000.
These actions reflect our commitment to ensuring an enjoyable experience for the player, even under challenging circumstances.
While we sympathise with the player’s disappointment, we respectfully maintain that:
The removal of limits was done in accordance with the player’s clear request via live chat.
The request was honored following standard procedures, with no pressure or influence from our team.
The subsequent loss was a result of the player’s voluntary gameplay decisions after the limits were removed.
We value the player highly and have demonstrated this through numerous supportive gestures. However, the claim for a refund cannot be granted as the casino acted in full compliance with the player’s instructions and our terms and conditions. It is important to note that retrospective changes of mind do not warrant refunds in any casino environment.
We hope this explanation clarifies the situation, and we remain committed to ensuring fair and transparent practices for all players. If additional information is required, we are happy to provide it.
Thank you for your understanding.
Sincerely,
Victoria
Senior VIP Account Manager
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