Hvala obojici na odgovorima.
Dragi vailben ,
Pojavilo se nekoliko važnih pitanja...
Pošto ste dugo znali za odluku kazina, smatrate da je vaš dobitak potpuno legitiman, a tim AskGamblers vam je preporučio da podnesete žalbu regulatoru ili ADR početkom oktobra 2023. (što ste potvrdili da se nije dogodilo. .), zašto niste podneli žalbu direktno regulatoru, što je mogao biti jedini način da rešite svoj problem, molim vas?
Pošto nema smisla da se niste obratili regulatoru, postoji li nešto o čemu nam niste rekli?
Da li je moguće da ste ranije imali još jedan blokiran/zatvoren račun u kazinu ili ste se ranije samoisključili tamo sa drugim nalogom?
Imajte na umu da čak i ako je tajmer podešen za kazino, sačekaću vaše odgovore.
Poštovani timu SpinBetter kazina ,
Kako bi nam vaše "objašnjenje" moglo pomoći da razumemo šta se tamo dogodilo? Gde tačno mogu da nađem primenjena pravila koja ste spomenuli, molim vas? Možete li mi dati link do uslova i odredbi kazina koje ste spomenuli?
Ne mogu čak ni da pronađem pravila koja ste spomenuli (2.30 i 2.32) u Uslovima i uslovima kazina, dok su navedena pravila tamo pod različitim tačkama. Pored toga, vaše objašnjenje bi se moglo koristiti protiv bilo kog redovnog igrača koji je pobedio u SpinBetter kazinu, bez dodatnih pojašnjenja i potkrepljujućih dokaza. Čini se da to uopšte nije tačno ili pošteno. Za sada izgleda da je korisnik samo rizikovao i uložio opkladu na iznos svog celog depozita u ruletu, imao sreće i pobedio, ali je kazino odbio da mu isplati njegov legitimni dobitak.
Dakle, možete li nam konačno dati relevantno objašnjenje situacije igrača i potkrepiti ga relevantnim detaljima i dokazima?
Šta je počinio i zašto kazino ne bi mogao da ga prihvati kao igrača (prihvati njegove depozite/opklade)? O čemu su pravila 2.30 i 2.32 pošto izgleda da ste se pozvali na prethodnu verziju pravila kazina, koja se više ne mogu pronaći na veb stranici kazina?
Kazino ima pravo da odbije da prihvati bilo koju opkladu korisnika i/ili zatvori njegov nalog, ali je kazino prihvatio njegovu dobitnu opkladu i on je pobedio. Dakle, ako ne postoje drugi suštinski razlozi za oduzimanje dobitaka, kazino treba da isplati korisnikov dobitak u celosti.
Pošto igrač može nešto da tvrdi, a istina bi mogla biti negde drugde, samo kazino može da razjasni situaciju u potpunosti - imajte na umu da ako ne sarađujete i ne pružite potrebna pojašnjenja/detalje i prateće dokaze, žalba će biti zatvorena kao nerešena.
Ako vam više odgovara, slobodno odgovorite putem mejla ( branislav.b@casino.guru ).
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Thank you both for your replies.
Dear wailben,
A few important questions arose...
Since you have known about the casino's decision for a long time, you consider your winnings fully legitimate, and you were recommended by the AskGamblers team to submit a complaint to the regulator or ADR in early October 2023 (which you confirmed did not happen...), why you have not submitted a complaint directly to the regulator, which could have been the only way to solve your issue, please?
Since it makes no sense that you have not turned to the regulator, is there anything you have not told us about?
Is it possible you had another blocked/closed account at the casino before or have self-excluded yourself there with another account before?
Please note that even if the timer is set up for the casino, I will wait for your answers.
Dear SpinBetter Casino Team,
How could your "explanation" help us to understand what happened there? Where exactly can I find the applied rules you mentioned, please? Can you provide me a link to the casino's Terms and Conditions you referred to?
I cannot even find the rules you mentioned (2.30 and 2.32) in the casino's T&C at all, while the cited rules are under different points there. In addition, your explanation could be used against any regular player who won at SpinBetter Casino, without further clarification and supporting evidence. That does not seem to be correct or fair at all. For now, it looks like the user only took a risk and made a bet in the amount of his entire deposit in Roulette, was lucky and won, but the casino refused to pay him his legitimate winnings.
So, can you please finally provide us with a relevant explanation of the player's situation, and support it with relevant details and evidence?
What did he commit and why should the casino be unable to accept him as a player (accept his deposits/bets)? What were rules 2.30 and 2.32 about since it looks like you referred to the previous version of the casino's rules, which are not findable on the casino website anymore?
The casino has the right to refuse to accept any of the user's bets and/or close his account, but, the casino accepted his winning bet, and he won. So, if there are no other essential reasons for winnings confiscation, the casino should pay out the user's winnings in full.
Since the player can claim something and the truth could be somewhere else, only the casino can clarify the situation completely - please note if you fail to cooperate and provide the necessary clarification/details and supporting evidence, the complaint will be closed as unresolved.
If it suits you better, feel free to answer via email (branislav.b@casino.guru).
Thank you for understanding. Looking forward to hearing from you.
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