pozdrav svima,
Žao mi je zbog kašnjenja.
Poštovani mattijlloid1982,
Pošto je reč o veoma konkretnom slučaju, iako se ne slažemo u potpunosti sa pristupom i odlukom kazina po ovom pitanju iz gore navedenih razloga, i trudimo se da pomognemo igračima u rešavanju njihovih problema, želeo bih da izbegnem situaciju da naš stav bi mogao biti iskrivljen ako ne uzmemo u obzir sve aspekte slučaja. To znači da se trudimo da sve žalbe sagledamo pojedinačno i objektivno, a takođe treba da uzmemo u obzir i stanovište kazina. Stoga sam još jednom detaljno prošao kroz slučaj i želeo bih da ukažem na neke tačke i činjenice koje su neko vreme bile zanemarene. Mislim da mi vaši snimci ekrana iz Telegrama sada imaju više smisla i već znam zašto ste ih podelili sa nama. Nažalost, bonus koji ste koristili bio je mnogo povoljniji u poređenju sa bilo kojim bonusom na depozit koji nudi kazino, čak i u poređenju sa onim koji se nudi na Telegramu.
Podsećam i deo jednog od mojih postova iznad, koji govori o značajnoj prednosti korišćenja dotičnog bonusa.
„ Što se tiče založenog iznosa – naveli ste ogromnih 16.640 AUD – on uopšte nije tako ogroman, a očigledno je da je bonus postavljen uz veoma povoljne uslove koji su retki u onlajn kazinima. Više besplatnih okreta sa mnogo manje zahteva za opkladu u poređenju sa standardnim besplatnim okretajima kazina (40k). Ali, s druge strane, izgleda da niste ništa prekršili. "
Kako, u normalnim okolnostima, pravila koja se primenjuju smatramo poštenim, a samo se ne slažemo sa načinom primene pravila od strane kazina u ovom konkretnom slučaju, moraću ponovo interno da razgovaram o slučaju, s obzirom na sve aspekte slučaja kako bismo bili sigurni da smo ispravno nastavili sa predmetom, a ja ću se vratiti sa konačnim rezultatima što je pre moguće, najkasnije u sredu uveče.
U međuvremenu, možete li mi dati informacije o tome da li ste već dobili istoriju igranja? Ako jeste, možete li mi ga proslediti e-poštom?
Slobodno koristite moju e-poštu ( branislav.b@casino.guru ).
Hvala vam puno na strpljenju i razumevanju, i iskreno mi je žao zbog neprijatnosti izazvanih odugovlačenjem procesa. Međutim, veoma je važno da budemo 100% sigurni u to.
Greetings all,
I am sorry for the delay.
Dear mattyjlloyd1982,
Since we are talking about a very specific case, although we do not completely agree with the casino's approach and decision regarding the issue for the reasons stated above, and we try to help players in resolving their issues, I would like to avoid a situation that our attitude could be distorted by not considering all aspects of the case. It means we try to look at all complaints individually and objectively, and we should also take into account the casino's point of view. Therefore, I went through the case once again in detail and would like to point out some points and facts that were overlooked for a while. I think your screenshots from Telegram make more sense to me now, and I already know why you shared them with us. Unfortunately, the bonus you used was much more advantageous compared to any deposit bonus offered by the casino, even compared to the one offered on Telegram.
I am also reminding a part of one of my posts above, which says about the significant advantage of using the bonus in question.
"As for the wagered amount - you stated a massive AUD16,640 - it is not so massive at all, and obviously, the bonus was set up with very advantageous conditions that are rare in online casinos. More Free Spins with much fewer wagering requirements compared to the casino's standard Free Spins (40x). But, on the other side, it looks like you did not breach anything."
As, in normal circumstances, the rules as the applied one we consider fair, and we only do not agree with a way of applying the rule by the casino in this specific case, I will have to discuss the case internally again, considering all the aspects of the case in order to be sure we proceeded with the matter correctly, and I will be back with the final results as soon as possible, on Wednesday evening at the latest.
In the meantime, could you please provide me with the information on whether you have already been provided with your gameplay history? If yes, can you forward it to me by email?
Feel free to use my email (branislav.b@casino.guru).
Thank you very much for your patience and understanding, and I am sincerely sorry for the inconvenience caused by dragging the process out. However, it is very important for us to be 100% sure about the matter.
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