?alba je ponovo otvorena na zahtev kazina sa slede?om porukom:
Dragi igra?i i Nik,
Ja sam glavni menad?er tima za reputaciju kupaca i ?eleo sam da se li?no pozabavim pitanjem koje ste pokrenuli. Pre svega, izvinjavam se zbog ka?njenja u re?avanju va?e zabrinutosti. Uo?io sam da je menad?er reputacije odgovoran za re?avanje va?e ?albe odstupio od na?ih utvr?enih smernica. Budite sigurni, preduzimaju se odgovaraju?e mere, uklju?uju?i dodatnu obuku, kako bi se obezbedilo efikasnije postupanje u sli?nim slu?ajevima u budu?nosti.
?eleo bih da vam skrenem pa?nju na zvani?nu e-po?tu koju ste dobili od na?eg odeljenja za bezbednost i koja jasno ukazuje na kr?enje na?ih Uslova i odredbi. Konkretno, navodi se da je uklju?ivanje u la?no pona?anje, kao ?to je kreiranje vi?e naloga, kori??enje softvera za automatsko kla?enje, ili u?e??e u arbitra?nom kla?enju, strogo zabranjeno. U takvim slu?ajevima, zadr?avamo pravo da preduzmemo mere da spre?imo ove la?ne aktivnosti, uklju?uju?i otkazivanje opklada, zatvaranje naloga klijenata i, ako je potrebno, uklju?ivanje organa za sprovo?enje zakona.
Nepo?tena aktivnost kockanja podriva integritet na?e platforme i negativno uti?e na druge igra?e. Shodno tome, dobici dobijeni takvim aktivnostima ne mogu se povu?i, jer se smatraju da su ste?eni nepravedno. Me?utim, dozvoljavamo povla?enje po?etnog depozita kako bismo osigurali pravi?nost i transparentnost.
Iako potpuno saose?am sa frustracijom i razo?aranjem koje vam je ova situacija mo?da donela, ?elim da vas uverim da duboko ?alimo zbog ishoda. Na?alost, ruke su nam vezane jer moramo da se pridr?avamo strogih smernica koje je postavilo na?e odeljenje bezbednosti. Imajte na umu da nam je prioritet za?tita osetljivih podataka i poverljivost na?ih strategija, zbog ?ega ne mo?emo da otkrivamo detaljne informacije o na?em procesu istrage.
Nik, vrlo brzo ?e? dobiti e-po?tu od na?eg tima prema zahtevu.
Ako oboje imate dodatnih pitanja ili nedoumica, ne ustru?avajte se da ih odgovorite.
The complaint was reopened on the casino's request with the following message:
Dear player and Nick,
I'm the Head Manager of the Customer Reputation team, and I wanted to personally address the issue you've raised. First of all, I apologize for the delay in addressing your concerns. It has come to my attention that the reputation manager responsible for handling your complaint deviated from our established guidelines. Rest assured, appropriate measures are being taken, including additional training, to ensure more efficient handling of similar cases in the future.
I would like to draw your attention to the official email you received from our security department, which clearly outlines the violation of our Terms and Conditions. Specifically, it states that engaging in fraudulent behavior, such as creating multiple accounts, using automated betting software, or participating in arbitrage betting, is strictly prohibited. In such instances, we reserve the right to take action to prevent these fraudulent activities, including canceling bets, closing customer accounts, and, if necessary, involving law enforcement.
Unfair gambling activity undermines the integrity of our platform and negatively impacts other players. Consequently, winnings obtained through such activities cannot be withdrawn, as they are considered to have been acquired unfairly. However, we do allow the withdrawal of the initial deposit to ensure fairness and transparency.
While I completely empathize with the frustration and disappointment this situation may have brought upon you, I want to assure you that we deeply regret the outcome. Unfortunately, our hands are tied as we must adhere to the stringent guidelines set by our security department. Please understand that we prioritize the protection of sensitive data and the confidentiality of our strategies, which is why we cannot disclose detailed information about our investigation process.
Nick, you will get an email from our team as requested very soon.
Should you both have any further questions or concerns, please do not hesitate to address them.
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