Dragi Eravivo,
Hvala na dodatnim detaljima. Međutim, u međuvremenu se o tome interno razgovaralo sa timom, a rezultati našeg internog sastanka vas neće obradovati.
Nakon prikupljanja svih potrebnih informacija i detalja, ovu žalbu zatvaramo kao neopravdanu. Iako procedure kazina u vezi sa sistemskim podešavanjima/sprovođenjem pravila/transparentnosti uopšte nisu bile tačne (barem u ovom slučaju, dok su se odnosile na potpuno irelevantna pravila), na vašu nesreću, kazino je deo grupe kazina, i nije neobično da kazina dele takve podatke i detalje ili imaju pristup određenim detaljima u okviru istog operatera/vlasnika. Na osnovu navedenih detalja, glavni faktor koji je doveo do naše konačne odluke (odbijanja) je to što ste već igrali u nekoliko onlajn kazina u okviru iste grupe, međutim, u jednom od njih ste već prekršili pravila registracijom više od 1 naloga , zloupotrebljavajući bonus ponudu kazina. Stoga je razumljivo što su odlučili da vas ograniče na bonuse u okviru cele grupe, dok to objašnjava „ nesrazmernu količinu bonusa u odnosu na broj uplaćenih depozita ". Zbog višestrukih naloga/zloupotreba bonusa, u suštini ste već ranije dobili više bonusa nego što ste imali pravo, što je ozbiljno prekršilo pravila kazina.
Dakle, pošto kazino ima pravo da odbije bilo kom igraču da obezbedi bonuse (dodatni besplatni novac koji kazina daju povrh depozita) po sopstvenom nahođenju, au VOLNA kazinu su saznali vaš identitet i okolnosti u vezi sa vašim prethodnim aktivnostima u okviru grupi samo nakon dodatne KIC/verifikacije i temeljnog pregleda vašeg naloga i aktivnosti, prihvatamo odluku kazina da konfiskuje vaš dobitak. Ne ispunjavate uslove za dobitke dobijene na ovaj način. Pošto je kazino vratio vaš depozit i dozvolio vam da ga povučete, smatramo da je stvar zatvorena.
Da su okolnosti bile drugačije i da niste prekršili pravila u nekom drugom VOLNInom sestrinskom kazinu u prošlosti, situacija bi bila značajno drugačija, a mi bismo definitivno stali na vašu stranu. Ali to ovde nije moguće.
Što se tiče drugih VOLNInih sestrinskih kazina, toplo preporučujem da pronađete liste svih onlajn kazina koji pripadaju kompanijama GALAKTIKA NV i CARRER NV. Takve informacije nije teško pronaći javno na internetu. Imajte na umu da će se nakon prethodnog kršenja u jednom od njihovih kazina, isto desiti u bilo kom drugom sestrinskom kazinu. Ako odlučite da igrate sa bonusom kao u VOLNA, biće vam dozvoljeno da povučete samo svoj depozit bez obzira na to koliko ste depozita napravili i koliko bonusa ste iskoristili, više nemate pravo da koristite bonuse u okviru ove kazino grupe...
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje čiji je kazino regulisan.
Hvala vam puno, VOLNA Casino tim , na pružanju informacija i saradnji. Međutim, kao što je već pomenuto, jedini razlog naše odluke je taj što je igrač u prošlosti prekršio pravila u jednom od VOLNA-inih sestrinskih kazina. U suprotnom, da korisnik nije ništa prekršio u nekom drugom od sestrinskih kazina, mi bismo stali na stranu podnosioca žalbe. Stoga, iako nismo sigurni u standardni proces u slučaju da vaša kazina odluče da ograniče igrača od bonusa (možda je to bilo tako samo zato što je prekršio pravila u sestrinskom kazinu), toplo vam preporučujemo da ga primenite na strani kazina - da ne dozvolite takvim igračima da traže bonuse pre nego što se profili kazino naloga i ličnih podataka popune ili da se takvi igrači obaveste o nametnutim ograničenjima, posebno o vlasniku i listi kazina u kojima ograničenja treba da se primenjuju.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Eravivo,
Thank you for additional details. However, in the meantime, the matter was discussed internally with the team, and the results of our internal meeting will not make you happy.
After gathering all the necessary information and details, we are closing this complaint as unjustified. Although the casino's procedures regarding system settings/rules enforcement/transparency were not correct at all (at least in this case, while they referred to completely irrelevant rule(s)), unfortunately for you, the casino is part of a group of casinos, and it is not unusual that casinos share such data and details or have access to specific details within the same operator/owner. Based on the provided details, the main factor that led to our final decision (rejection) was that you already played in several online casinos within the same group, however, in one of them, you already breached the rules by registering more than 1 account, abusing the casino's bonus offer. Therefore, it is understandable that they decided to restrict you from bonuses within the entire group, while it explains "a disproportionate amount of bonuses relative to the number of deposits made". By multiple accounts/bonus abuse, you basically already previously received more bonuses than you were eligible for, which seriously breached casinos' rules.
So, since the casino has the right to refuse to provide any player with bonuses (extra free money given by casinos on top of deposits) in its sole discretion, and at VOLNA Casino, they found out your identity and circumstances around your previous activity within the group only upon additional KYC/verification and thorough review of your account and activity, we accept the casino's decision to confiscate your winnings. You are not eligible for winnings obtained this way. Since the casino returned your deposit and allowed you to withdraw it, we consider the matter closed.
If the circumstances were different and you had not breached rules in another of VOLNA's sister casinos in the past, the situation would have been significantly different, and we would have definitely sided with you. But it is not possible here.
As for other VOLNA's sister casinos, I strongly recommend you find lists of all online casinos belonging to GALAKTIKA N.V. and CARRER N.V. companies. It is not difficult to find such information publicly on the internet. Be aware that after the previous breach in one of their casinos, the same will happen in any other sister casino. If you decide to play with a bonus like in VOLNA, you will be allowed to withdraw only your deposit regardless of how many deposits you made and how many bonuses you used, you are not eligible to use bonuses within this casino group anymore...
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, VOLNA Casino Team, for providing information and for your cooperation. However, as was mentioned above, the only reason behind our decision is that the player breached rules in one of VOLNA's sister casinos in the past. Otherwise, if the user had not breached anything in another of the sister casinos, we would have sided with the complainant. Therefore, although we are not sure about the standard process in case your casinos decide to restrict a player from bonuses (maybe it was like that only because he breached rules in the sister casino), we strongly recommend you enforce it on the casinos' side - to not let such players claim bonuses before casino account profiles and personal details completion or to inform such players about the restrictions imposed, especially about owner and list of casinos where restrictions should be applied.
Best regards,
Branislav, Casino.Guru
Izmenjeno od strane Casino Guru administratora
Automatski prevedeno:
Dobar dan, prvo, kazino ne šalje nikakva pisma o potvrdama i verifikacijama naloga, jedino što mogu da vam pružim kao potvrdu je snimak ekrana iz kazina
