pozdrav svima,
Nakon dužeg vremena i komunikacije sa podnosiocem žalbe putem e-pošte, odlučili smo da ovoj žalbi pružimo još jednu šansu za rešavanje.
Dragi Vinvard Casino timu ,
Igrač je priznao da postoji još jedan račun u kazinu i da je tu korišćen samo jedan bonus bez depozita. Iako je to verovatno urađeno i na spornom nalogu, a igrač je koristio bonus dobrodošlice bez depozita više puta, značajan iznos na njegovom spornom zatvorenom računu navodno predstavlja samo neiskorišćeni depozit(e).
Pošto na sva moja pitanja ranije nije bilo dovoljno odgovora, a žalba je prvo odbijena samo na osnovu činjenice da je igrač stalno negirao postojanje drugog naloga, želeli bismo da razmotrimo slučaj sa svim potrebnim informacijama i detaljima i konačno zatvorimo ovaj poglavlje sa jasnim rezultatom.
Kako ne znamo ni za kakvo povlačenje sa računa igrača, a njegov nalog je jednostavno blokiran/zatvoren sa preostalim stanjem – ako je to moguće, i ako ne govorimo samo o neiskorišćenim depozitima pravog novca, kako korisnik tvrdi, mogli bi da li nam dostavite dokaze koji podržavaju takve tvrdnje?
Ako je igrač koristio 2 bonusa bez depozita zanemarljivog iznosa, koji je razlog za konfiskaciju njegovog celokupnog salda stvarnog novca?
Podatke je moguće podeliti direktno ovde, uz vaš odgovor, ili slanjem na moju e-mail adresu ( branislav.b@casino.guru ).
Unapred hvala na pružanju informacija.
Greetings all,
After a long time and communication with the complainant via email, we decided to provide this complaint with one more chance to be resolved.
Dear Winward Casino team,
The player admitted that there was another account in the casino and that only one no-deposit bonus was used there. Although it was likely done also in the disputed account, and the player used the welcome no-deposit bonus more than once, the significant amount on his disputed closed account allegedly represents only unused deposit(s).
Since all my questions were not sufficiently answered before, and the complaint was first rejected only based on the fact that the player kept denying the existence of another account, we would like to review the case with all the necessary information and details and finally close this chapter with a clear result.
As we do not know about any withdrawal from the player's account, and his account was simply blocked/closed with the remaining balance - if it is possible, and if we are not talking about only unused real money deposits, as the user claims, could you please provide us with the evidence supporting such claims?
If the player used 2 no-deposit bonuses of negligible amounts, what was the reason for confiscating his entire real money balance?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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