Dragi leblancendombe ,
Sa žaljenjem vas obaveštavam da kazino nije odgovorio na moje dodatne upite, uprkos višestrukim pokušajima da putem različitih kanala dođem do njihovih predstavnika. Nažalost, svi pokušaji da se dobije pojašnjenje bili su neuspešni.
Nakon internog pregleda, zaključili smo da, iako su dokazi koje je kazino pružio sveobuhvatan, nedostaje im neophodna jasnoća da bi se u konačnici pokazala loša vera ili pokušaj zloupotrebe sistema bonusa sa vaše strane. Na primer, ako su dotična sredstva već bila prisutna na vašem nalogu, čini se nelogičnim da biste rizikovali celokupno stanje tako što biste kreirali drugi nalog samo da biste zatražili besplatne okrete pre povlačenja. Međutim, kazino nije dao pojašnjenje po ovom pitanju.
Iako poštujemo važnost pridržavanja Odredbi i uslova, uključujući zabranu više naloga, dokazi u ovom slučaju ne potkrepljuju dovoljno jasno kršenje, niti ubedljivo ukazuju na pokušaj zloupotrebe. U takvim slučajevima, verujemo da bi pošteno rešenje bilo da kazino isplati dobitke. Međutim, kazino je ili prevideo ili ignorisao više obaveštenja koja traže pojašnjenje.
Kao rezultat toga, i imajući u vidu nedostatak sigurnosti u vezi sa ovim pitanjem, odlučili smo da ovu žalbu reklasifikujemo kao nerešenu . Razumem da ovo još uvek nije ishod kojem ste se nadali. Ipak, nadamo se da će kazino prepoznati nerešenu prirodu ove žalbe i ponovo razmotriti detaljnije rešavanje ovog pitanja. Ukoliko ubuduće daju odgovor, odmah ćemo ponovo otvoriti žalbu i obavestiti vas putem e-pošte.
Hvala vam na razumevanju i slobodno nam se obratite ako imate dodatnih pitanja ili nedoumica.
Srdačan pozdrav,
Kubo
Dear leblancendombe,
I regret to inform you that the casino has not responded to my additional inquiries, despite multiple attempts to reach their representatives through various channels. Unfortunately, all efforts to obtain clarification were unsuccessful.
After an internal review, we concluded that while the evidence provided by the casino was comprehensive, it lacked the necessary clarity to conclusively demonstrate bad faith or an attempt to abuse the bonus system on your part. For example, if the funds in question were already present in your account, it seems illogical that you would risk your entire balance by creating a second account solely to claim free spins before withdrawing. However, the casino has not provided clarification on this matter.
Although we respect the importance of adhering to Terms & Conditions, including the prohibition on multiple accounts, the evidence in this case does not sufficiently substantiate a clear breach, nor does it convincingly point to an abuse attempt. In such instances, we believe a fair resolution would be for the casino to pay out the winnings. However, the casino has either overlooked or ignored multiple notifications seeking clarification.
As a result, and given the lack of certainty surrounding the issue, we have decided to reclassify this complaint as unresolved. I understand this is still not the outcome you were hoping for. Nevertheless, we hope the casino recognizes the unresolved nature of this complaint and reconsiders addressing the matter more thoroughly. Should they provide a response in the future, we will promptly reopen the complaint and notify you via email.
Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.
Best Regards,
Kubo
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