Dragi DimitrisC,
Iako razumem da vaš nedostatak odgovora može proizaći iz toga što niste voljni da trošite svoje vreme i energiju na vođenje ovog slučaja bez jasne perspektive pozitivnog ishoda, našli smo se u poziciji u kojoj se ništa drugo ne može učiniti. Važno je napomenuti da situacija nije rezultat vaših postupaka i sasvim je razumno da očekujete da igre ispravno funkcionišu.; međutim, s druge strane, čak i najbolje igre u najboljim kazinima na tržištu mogu povremeno da dožive probleme ili kvarove. Pošto je problem nastao u „bonus besplatnim okretanjima", oni se, nažalost, ne mogu smatrati pravim novcem, tako da je kazino mogao da vrati samo prava sredstva od 0,20 EUR, koliko je bila opklada za tu rundu. Potpuno razumem da je sa stanovišta korisničkog iskustva ovo daleko od idealnog; međutim, kao što je objašnjeno, zbog neke neočekivane sistemske greške ili kvara, runda nije pravilno završena, tako da dobici nisu potvrđeni kao legitimni.
Nažalost, kazino nije u mogućnosti da kreditira bilo koji dobitak koji nije potvrđen od strane provajdera igre, što čini povraćaj novca za opkladu jedinim održivim načinom delovanja koji im je dostupan. Iako sam pokušao da predložim da kazino, u duhu dobre volje, razmotri mogućnost da vam dodeli ove dobitke uprkos njihovom neproverenom statusu. Nažalost, nismo uspeli da postignemo dogovor o ovom pitanju. Postojala je bojazan da bi takva odluka mogla stvoriti presedan koji bi mogao biti štetan za njih u budućnosti ako bi odstupili od utvrđenih pravila. Morao sam da priznam ovu zabrinutost iz strogo tehničke perspektive.
Razumem da ishod vaše žalbe nije bio onakav kakav ste očekivali, ali iz svih gore navedenih razloga radnje koje je preduzeo kazino tim bile su u skladu sa njihovim pravilima, tako da moramo da zatvorimo ovu žalbu kao odbijenu.
Naravno, imate pravo da se ne slažete sa našim zaključkom i možete se obratiti nadležnom organu za licenciranje kazina ako smatrate da ste opravdani u svom stavu. Molimo vas da me obavestite o odluci organa ako nastavite sa ovim putem michal.k@casino.guru
Žao mi je što ovom prilikom nismo mogli biti od veće pomoći. Ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno nam se obratite, a mi ćemo se potruditi da vam pomognemo.
Srdačan pozdrav,
Michal
Casino Guru
Dear DimitrisC,
While I understand that your lack of response may stem from not being willing to waste your time and energy pursuing this case without a clear perspective of a positive outcome, we found ourselves in a position where there is nothing else that can be done. It is important to note that the situation is not a result of your actions, and it is entirely reasonable for you to expect the games to function correctly.; however, on the other hand, even the best games in the best casinos on the market can occasionally experience issues or glitches. As the issue arose in the "bonus free spins," these, unfortunately, cannot be considered as real money, thus the casino could refund only the real funds of 0.20 EUR, which was the bet placed for that round. I fully understand that from a user experience point of view, this is far from ideal; however, as was explained, due to some unexpected system error or glitch, the round was not properly concluded, thus the winnings were not confirmed as legitimate.
Regrettably, the casino is unable to credit any winnings that are not confirmed by the game provider, making the refund for the bet the only viable course of action available to them. Although I attempted to propose that the casino, in a spirit of goodwill, consider awarding you these winnings despite their unverified status. Regrettably, we could not reach an agreement on this matter. There were apprehensions that such a decision might establish a precedent that could be detrimental to them in the future if they were to deviate from their established rules. I had to acknowledge this concern from a strictly technical perspective.
I understand the outcome of your complaint was not what you expected, but for all the abovementioned reasons the actions taken by the casino team were according to their rules thus we have to close this complaint as rejected.
You are of course entitled to disagree with our conclusion and may reach out to the casino's licensing authority if you believe you are justified in your stance. Please inform me of the authority's decision should you pursue this course of action at michal.k@casino.guru
I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
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