Poštovani timu za podršku Rollino kazina,
Hvala vam na saradnji, međutim, vaše odluke nisu u skladu sa fer očekivanjima kockanja koja očekujemo od kazina.
Dragi luggef3,
Učestvovao sam u opsežnoj diskusiji sa predstavnikom kazina u vezi sa vašom situacijom. Iako razumem njihovu perspektivu da vaša igra pokazuje znake njihove definicije zloupotrebe bonusa kao što je pomenuto u njihovim pravilima i uslovima i kako vam je saopšteno putem e-pošte.
Međutim, moramo da dovedemo u pitanje pretpostavku da prelazak sa visokog rizika na klađenje sa niskim rizikom nakon značajne pobede daje igraču nepravednu prednost. Ovo ponašanje je sasvim razumno, jer čak i strastveni kockari imaju tendenciju da postanu oprezniji nakon pobede, plašeći se potencijalnih gubitaka.
Važno je zapamtiti da sve kazino igre imaju prednost, obezbeđujući profitabilnost kazina čak i sa opkladama sa niskim rizikom. Stoga, nema valjanog razloga za kažnjavanje takvog igranja. Kao što smo pomenuli u našem stavu o zabrani obrasca klađenja | Casino Guru
Iako sam pokušavao da objasnim naš stav i pronađem odgovarajuće rešenje sa predstavnikom kazina, nažalost, oni su ostali pri prvobitnoj odluci da konfiskuju sva sredstva i zatvore vaš račun. Morali smo da zatvorimo ovu žalbu kao nerešenu, što će se negativno odraziti na rejting kazina.
Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, ako želite da produžite svoju žalbu, možete da podnesete žalbu Odboru za kontrolu igara na sreću Curacao (GCB) putem ovog obrasca za kontakt . Uprava za igre na sreću možda ima više opcija i alata za pomoć igračima. Obavestite me kako su odgovorili na michal.k@casino.guru .
Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Michal
Casino Guru
Dear Rollino Casino Support Team,
Thank you for your cooperation, however, your decision actions do not align with the fair gambling expectations we await from casinos.
Dear luggef3,
I engaged in a comprehensive discussion with the casino representative regarding your situation. While I understand their perspective that your gameplay shows signs of their definition of bonus abuse as mentioned in their terms and conditions rules and as was communicated to you via email.
We however need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behaviour is quite reasonable, as even avid gamblers tend to become more cautious after winning, fearing potential losses.
It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay. As we mentioned in Our Position on Banning Betting Patterns | Casino Guru
Although I was trying to explain our position and find a suitable solution with the casino representative, sadly, they maintained their initial decision to confiscate all the funds and close your account. We had to close this complaint as unresolved, which will have a negative effect on the casino rating.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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