pozdrav svima,
Na osnovu nekoliko e-poruka koje smo nedavno primili od predstavnika kazina u vezi sa slučajem, odlučili smo da ponovo otvorimo i ažuriramo žalbu.
Poštovani Mellanico80,
Nakon prikupljanja svih potrebnih informacija i detalja, ovu žalbu zatvaramo kao neopravdanu zbog kršenja uslova i odredbi kazina – višestruki/duplikati naloga i zloupotreba bonusa. Jasno je da ste imali najmanje 2 kazino naloga u Voo Casinu i da ste koristili bonuse na oba.
Osim toga, ako sam dobro razumeo, postojao je čak i drugi nalog (pored 2 sa vašim ličnim podacima) korišćen sa istog domaćinstva/IP-a/uređaja, što je takođe strogo zabranjeno, posebno ako se koriste bonusi. Na kraju, ali ne i najmanje važno – pružanje lažnih/obmanjujućih informacija od početka procesa rešavanja žalbe. Nakon što ponovo prođete kroz celu nit, neki detalji ukazuju na to da ste sve vreme znali za drugi nalog. Čak ste u osnovi podneli žalbu sa adresom e-pošte koja je povezana sa prvim nalogom, koji je zatvoren u avgustu 2021. po vašem zahtevu i gde nisu preostala sredstva, dakle ne sa tačnom adresom e-pošte.
Kazino je delovao u skladu sa uslovima i odredbama koje ste prihvatili prilikom registracije.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino, kao što je gore pomenuto.
Srdačan pozdrav,
Branislav, Kazino.Guru
Greetings all,
Based on several emails received recently from the casino representative regarding the case, we decided to reopen and update the complaint.
Dear Mellanico80,
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts and bonus abuse. It is clear you had at least 2 casino accounts at Woo Casino and used bonuses on both of them.
In addition, if I understood it correctly, there was even another account (besides the 2 with your personal details) used from the same household/IP/device, which is also strictly prohibited, especially if bonuses are used. Last but not least - providing false/misleading information from the beginning of the complaint resolution process. After going through the whole thread again, some details indicate that you were aware of another account for the entire time. You even basically submitted the complaint with the email address associated with the first account, which was closed in August 2021 per your request and where no funds were left, so not with the correct email address.
The casino acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was mentioned above.
Best regards,
Branislav, Casino.Guru
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