Draga olveraberenice27,
Iako kazino još nije odgovorio na žalbu, u međuvremenu sam se interno konsultovao sa timom i naša konačna odluka je doneta.
Nažalost, nakon prikupljanja svih potrebnih informacija i ishoda naše interne rasprave, ovu žalbu zatvaramo kao neopravdanu. Pošto je slučaj vrlo specifičan, želeo bih da objasnim zašto.
Iako se radi o nestandardnom bonusu bez depozita koji se značajno razlikuje od bonusa bez depozita kakvim ih obično poznajemo, govorimo o besplatnom novcu koji daje kazino, pa prihvatamo da oni postavljaju uslove i odredbe kako žele. Svaki igrač je dužan da pročita uslove i odredbe, a vi ste ih prihvatili prilikom registracije ili preuzimanja bonusa bez depozita.
Moja koleginica Veronika je podelila specifična pravila za bonus iznad. Oni jasno kažu da se dobici od ovog bonusa ne mogu povući i da se mogu koristiti samo za ispunjavanje uslova klađenja za sledeći bonus na depozit. Ne postoji drugi način da iskoristite ove dobitke jer su namenjeni za dalje igranje uz bonus na depozit. Ako niste prihvatili bonus na depozit, kao što ste tvrdili u svom prvom postu, to ništa ne menja - spornih 2.500 dolara jednostavno ne bi bilo dostupno za korišćenje i zaglavilo bi se na vašem nalogu. Ovako, trebalo bi da vam pomogne da ispunite uslove za ulaganje bonusa na depozit koji se koristi nakon toga.
U suštini, uprkos činjenici da se radi o veoma neobičnom bonusu bez depozita, kazino je delovao u skladu sa svojim uslovima i odredbama za određeni bonus, i stoga smo u mogućnosti da ga prihvatimo jer se odnosi na bonus bez depozita/besplatni novac. Međutim, imajte na umu da smo to uzeli u obzir prilikom ažuriranja pregleda i rejtinga kazina, koji su prilagođeni u skladu sa gore navedenim činjenicama.
U slučaju da želite da otkažete bonus na depozit sa svog naloga, siguran sam da će vam korisnička podrška kazina biti na pomoći, ali tada neće biti moguće koristiti dobitke prikupljene od bonusa bez depozita.
Žao mi je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na _KSKSKSKSKS_0@email.kkkkk .
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear olveraberenice27,
Although the casino has not responded to the complaint yet, in the meantime, I consulted the matter internally with the team, and our final decision was made.
Unfortunately, after gathering all the necessary information and the outcome of our internal discussion, we are closing this complaint as unjustified. Since the case is very specific, I would like to explain why.
Although it is a non-standard no-deposit bonus that significantly differs from no-deposit bonuses as we usually know them, we are talking about free money given by the casino, so we accept that they set terms and conditions as they see fit. Each player is obliged to read the terms and conditions, and you accepted them upon registration or claiming the no-deposit bonus.
My colleague Veronika shared the specific rules for the bonus above. They clearly say that the winnings from this bonus are not withdrawable and can only be used to complete the wagering requirements of the next deposit bonus. There is no other way how to use these winnings since they are intended for further play with a deposit bonus. If you did not accept the deposit bonus, as you claimed in your first post, it does not change anything - the disputed $2,500 just would not have been available to use and would be stuck in your account. Like this, it should help you to meet the wagering requirements of the deposit bonus used after.
Basically, despite the fact it is a very unusual no-deposit bonus, the casino acted in accordance with its terms and conditions for the specific bonus, and therefore, we are able to accept it as it relates to no-deposit bonus/free money. However, please note we took it into consideration upon updating the casino's review and rating, and those were adjusted according to the above-mentioned facts.
In case you would like to cancel the deposit bonus from your account, I am sure the casino's customer support will be at your assistance, but then it will not be possible to use the winnings accumulated from the no-deposit bonus.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
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