Hvala vam obojici na vašim odgovorima i informacijama. Žao mi je zbog kašnjenja.
Kao što vidim, ništa novo nije obezbeđeno, a pomaka nema.
Dragi timu Zodiac Casino,
Što se tiče podnošenja žalbe eCOGRA-i – s obzirom na sve gore navedene informacije i objašnjenja, mislim da možemo da rešimo stvar na našoj strani bez gubljenja vremena eCOGRA-e. Dakle, voleo bih da to uradim malo drugačije.
Nadam se da ste mislili da nećete dalje odgovarati ovde, ali kazino će moći da sarađuje kada ga korisnik kontaktira i zatraži podatke i detalje.
Dragi jeanbedard89 ,
Kao što je predstavnik kazina napomenuo, mi sigurno nećemo podneti žalbu eCOGRA-i u vaše ime, a vi to morate sami da uradite ako želite.
Jedna važna stvar - iskreno se nadam da ovde ne govorimo o uzastopnim bonusima bez depozita. Ako ste zaista mislili da ćete bez ograničenja uzeti samo besplatan novac iz kazina dok ne pobedite, a zatim jednostavno povući 10.000 CAD, trebalo bi da razmislite više o tome. To ne funkcioniše tako. Nigde.
Kako se kazino obogatio ako ste, ako sam dobro razumeo, igrali sa više bonusa (besplatni novac iz kazina) bez uplate depozita?
Zatim, postoje i druge stvari - neobično je da bi maksimalni iznos opklade za bonuse bez depozita bio neograničen, kao što ste tvrdili gore. Pored toga, bonusi bez depozita obično imaju maksimalno ograničenje za isplatu.
Dostavili ste nam samo snimke ekrana nekoliko opklada na kojima je moguće videti vaše stanje, bez ikakvih detalja o bonusima/depozitima/zahtevima za klađenje/itd., o čemu vi sada pričate " svim dokazima "?
Imajte na umu da su sporni dobici akumulirani bonusom bez depozita ili uzastopnim bonusima bez depozita koji imaju maksimalno ograničenje za isplatu, čak i ako imate 1.000.000 CAD na svom saldu (sa aktivnim bonusom), mogli biste da povučete samo maksimalni iznos gotovine. Međutim, zavisi od okolnosti, ispunjavanja uslova za klađenje i kada je tačno prikupljen dobitak.
Ali, da bismo sve u dovoljnoj meri razmotrili na našoj strani, trebalo bi nam više dokaza. Budući da se trudimo da besplatno pomognemo igračima u njihovim problemima, zahtevamo i njihovu punu saradnju u rešavanju njihovih pritužbi. Kazino nije jedini koji je dužan da sarađuje i da nam dostavi potrebne dokaze. I, kao što vidim ovde, sve što treba da uradite je da kontaktirate korisničku podršku ili upravljanje rizicima kazina, koji će biti u mogućnosti i voljni da vam to pruže.
Sada, deo koji ćemo od ovog trenutka raditi drugačije.
Potrebni su nam vaši kompletni zapisnici igara i istorija transakcija/bonusa, i ako se dobro sećam, vaš nalog je i dalje aktivan i dostupan. Pošto možete zatražiti potrebne podatke/dokaze od kazina ili ih pronaći na svom nalogu, zamolio bih vas da pratite uputstva koja je dao predstavnik kazina iznad i sve mi prosledite.
Bilo bi veoma zahvalno ako biste mogli da zamolite kazino da vam pošalje sve - kompletne evidencije igara i istoriju transakcija/bonusa ako nije prikazano u evidenciji igara, a zatim podelite sve sa mnom putem e-pošte ( branislav.b@casino.guru ).
Takođe bih vas zamolio da me dodate u CC imejla koji ćete poslati kazinu kako bih mogao da vidim da ste to uradili.
Napominjemo da ako ne sarađujete ili mi pošaljete sve traženo, žalba će biti odbijena.
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Thank you both for your replies and the information provided. I am sorry for the delay.
As I can see, nothing new was provided, and there is no progress at all.
Dear Zodiac Casino Team,
As for submitting the complaint to eCOGRA - considering all the above information and explanation, I think we can solve the matter on our side without wasting eCOGRA's time. So, I would like to do it a bit differently.
I hope you meant that you will not further reply here, but the casino will be able to cooperate once the user contacts it and asks for the data and details.
Dear jeanbedard89,
As the casino representative mentioned, we will surely not submit a complaint to eCOGRA on your behalf, and you have to do it yourself if you want to.
One important thing - I sincerely hope we are not talking about consecutive no-deposit bonuses here. If you really thought that you would only take free money from the casino without restrictions until you win, and then simply withdraw 10,000 CAD, you should think more about that. It does not work like that. Nowhere.
How did the casino enrich if, if I understand it correctly, you played with multiple bonuses (free money from the casino) without making any deposit?
Then, there are other things - it is unusual for the maximum bet amount for no-deposit bonuses would be unlimited, as you claimed above. In addition, no-deposit bonuses usually have a maximum cashout limit.
You provided us only with screenshots of a few bets where it is possible to see your balance, without any details about bonuses/deposits/wagering requirements/etc., so what "all the proof" are you talking about now?
Please note if the disputed winnings were accumulated with a no-deposit bonus or consecutive no-deposit bonuses having a maximum cashout limit, even if you had 1,000,000 CAD in your balance (with an active bonus), you would be able to withdraw only the maximum cashout amount. However, it depends on circumstances, meeting the wagering requirements and when exactly were the winnings accumulated.
But, to consider everything sufficiently on our side, we would need more evidence. Since we try to help players with their issues, for free, we also require their full cooperation in resolving their complaints. The casino is not the only one who is obliged to cooperate and provide us with the necessary evidence. And, as I can see here, everything you need to do is to contact the casino's Customer Support or Risk Management, which will be able and willing to provide you with it.
Now, the part that we will do differently from this moment.
We need your complete game logs and transaction/bonus history, and if I remember well, your account is still active and accessible. Since you can request the necessary data/evidence from the casino or find it in your account, I would like to ask you to follow the instructions provided by the casino representative above and forward me everything.
It would be highly appreciated if you could ask the casino to send everything to you - complete game logs and transaction/bonus history if it is not shown in the game logs, and then share everything with me via email (branislav.b@casino.guru).
I would also like to ask you to add me in the CC of the email you will send to the casino so I can see you did it.
Please note if you fail to cooperate or send me all the requested, the complaint will be rejected.
Thank you for understanding. Looking forward to hearing from you.
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