Draga Lililia,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za problem na koji ste naišli sa «100% bonusom bez pravila» u onlajn kazinu.
Da bismo bolje razumeli svoju situaciju i da bismo vam efikasno pomogli, da li biste mogli da nam dostavite sledeće dodatne detalje?
- Možete li potvrditi datum kada ste preuzeli «100% bonus bez pravila» i izvršili svoj depozit?
- Možete li da navedete tačan iznos bonusa i depozita?
- Da li ste dobili bilo kakvu pisanu potvrdu ili transkripte ćaskanja sa ćaskanja podrške gde je navedeno da se iznos bonusa može povući?
- Možete li da navedete konkretne odredbe i uslove koji su vam dati za «100% bonus bez pravila» i gde stoji da se bonus ne može unovčiti?
Pored toga, molimo vas da prosledite relevantnu komunikaciju ili dokumentaciju, kao što su transkripti ćaskanja ili snimci ekrana uslova bonusa, na petronela.k@casino.guru .
U međuvremenu, proverio sam opšte uslove bonusa i evo šta sam našao ( ovde ):
Ako nisu navedeni u pojedinačnim uslovima bonusa, svi bonusi se ne mogu unovčiti, što znači da se ne mogu povući. Iznos bonusa će biti oduzet od dobitka u trenutku povlačenja.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Lilililya,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with the «100% No Rules Bonus» at the online casino.
To better understand your situation and assist you effectively, could you please provide us with the following additional details?
- Can you confirm the date when you claimed the «100% No Rules Bonus» and made your deposit?
- Could you specify the exact amount of the bonus and your deposit?
- Did you receive any written confirmation or chat transcripts from the support chat where it was stated that the bonus amount was withdrawable?
- Could you provide the specific terms and conditions that were provided to you for the «100% No Rules Bonus» and where it states the bonus is not cashable?
Additionally, please forward any relevant communication or documentation, such as chat transcripts or screenshots of the bonus terms, to petronela.k@casino.guru.
Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):
If not specified in the individual bonus terms, all bonuses are non-cashable, meaning they cannot be withdrawn. The amount of the bonus will be deducted from the winnings at the point of withdrawal.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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