Dragi Vild.io Casino timu,
Nismo u mogućnosti da postignemo napredak po ovom pitanju, tako da žalbu moramo zatvoriti kao nerešenu zbog nedostatka dokaza. Ponašanje opisanog igrača može imati znake lova na bonuse, međutim, nijedna pravila nisu prekršena. Svi uključeni igrači jednostavno su koristili bonus dobrodošlice i igrali se sa njim ignorišući druge bonuse. Ne vidim tu nikakav problem, jer igrači nisu u obavezi da koriste sve bonuse koji im se nude. Igrali su sa bonusom, nikada nisu stavljali opklade veće od maksimalno dozvoljenog i prestale su da se klade kada su ispunjeni uslovi za klađenje. Nažalost, ovde ne vidimo nikakvu nepravednu prednost. Ako ne želite da igrači to rade, koja je svrha nuditi bonuse dobrodošlice?
Dragi vingrom2023,
Bojim se da neću moći da promenim odluku kazina. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da ponovo razmotri, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Upravu za igre na sreću Curacao (https://casino.guru/licensing-authorities/curacao-license) i da im podnesete žalbu. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Peter
Dear Wild.io Casino team,
We are unable to make progress on this issue, so we must close the complaint as unresolved due to lack of evidence. The described player's behavior may carry signs of bonus hunting, however, no rules were violated. All players involved simply used the welcome bonus and played with it ignoring other bonuses. I don’t see any problem here, as players are not obliged to use all the bonuses offered to them. They played with the bonus, never placed bets higher than the maximum allowed, and stopped betting once the wagering requirements were met. Unfortunately, we do not see any unfair advantage here. If you do not want players to do this, what is the point of offering welcome bonuses at all?
Dear vingrom2023,
I’m afraid I won't be able to change the casino's decision. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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