Dragi KasparsD,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Moram da naglasim da velika većina onlajn kazina zabranjuje dva (ili više) igrača da igraju sa jedne IP adrese, a korišćenje istog uređaja se smatra još gore. Proverio sam Opšte odredbe i uslove i našao sam ovo:
29.6. Sve operacije korisnika se proveravaju na odsustvo sumnjivih aktivnosti. Sumnjive aktivnosti uključuju, ali se ne ograničavaju na:
...
Usklađivanje ID-a uređaja korisnika (telefon, računar, tablet) sa ID-om uređaja drugog naloga u našem sistemu.
U slučaju bilo koje gore navedene sumnjive aktivnosti, ovo pitanje će biti upućeno odeljenju za borbu protiv prevara kako bi procenili rizik ovog korisnika i sproveli dalje radnje. Odeljenje za borbu protiv prevare će proceniti ovo pitanje i dalje ga uputiti relevantnom odeljenju na dalje razmatranje.
Nažalost, prekršili ste jedno od glavnih pravila onlajn kockanja. Imajte na umu da ako vi i drugi ljudi igrate sa istog uređaja, nemoguće je da kazino utvrdi da li je onaj koji igra zaista vlasnik naloga, a ne jedna osoba koja koristi više naloga u isto vreme.
Bojim se da u ovim okolnostima nismo u mogućnosti da vam pomognemo. Mogu samo da preporučim da oboje koristite svoj uređaj u budućnosti.
Molim vas, javite mi ako još nešto mogu da vam pomognem, inače ću biti primoran da zatvorim ovu žalbu.
Hvala vam unapred na razumevanju.
Srdačan pozdrav,
Kristina
Dear KasparsD,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must emphasize that the vast majority of online casinos prohibit two (or more) players from playing from one IP address and using the same device is considered even worse. I checked the General T&Cs and I found this:
29.6. All operations of the users are checked on the absence of the suspicious activity. Suspicious activity includes, but not limited to:
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Matching of the user`s device ID (telephone, computer, tablet) with the device ID of another account in our system.
In case of any suspicious activity, mentioned above, this issue shall be directed to the antifraud department in order to evaluate a risk of this user and to conduct further actions. The antifraud department shall evaluate this issue and further direct it to the relevant department for further consideration.
Unfortunately, you breached one of the main rules of online gambling. Please understand that if you and other people play from the same device it is impossible for the casino to determine if the one who plays is truly the owner of the account and not one person using multiple accounts at the same time.
I am afraid that under these circumstances we are not able to assist you. I can only recommend that you both use your own device in the future.
Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
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