Dragi Adame,
Hvala vam što ste ponovo otvorili žalbu i pružili nam priliku da razjasnimo situaciju. Sproveli smo temeljnu internu istragu i želeli bismo da predstavimo kompletan vremenski okvir događaja u vezi sa nalogom Mairou13:
Dana 21. oktobra 2024. godine, kazino Hexabet je primio zvaničan zahtev od našeg provajdera plaćanja da potvrdi brojne transakcije koje je izvršio igrač Mairou13.
U skladu sa ovim zahtevom, 22. oktobra 2024. godine, poslali smo zvaničnu e-poštu igraču sa zahtevom za potvrdu relevantnih transakcija. Nažalost, igrač nije odgovorio na našu e-poštu i nije pružio nikakve informacije zauzvrat.
Zbog nedostatka potvrde, provajder plaćanja je odbio transakcije i pokrenuo povraćaj novca.
Ukupan iznos vraćenih depozita bio je 340 evra.
Takođe bismo želeli da istaknemo sledeće važne tačke:
Povraćaj depozita je pokrenuo provajder plaćanja zbog nedostatka potvrde od strane igrača — iako su sporna sredstva već bila iskorišćena za opklade.
Račun je blokiran, a saldo je otpisan u skladu sa našim obavezama protiv prevare, posebno u slučajevima koji uključuju povraćaj sredstava ili storgovane transakcije.
Kazino je postupio strogo u skladu sa svojim uslovima i odredbama. Igraču je data prilika da razjasni situaciju i tek nakon što nije dobijen odgovor, preduzete su odgovarajuće mere. Neodgovaranje na zahtev za verifikaciju, bez obzira na namere ili subjektivna objašnjenja igrača, predstavlja kršenje naših Uslova korišćenja, sa kojima se igrač složio prilikom registracije.
Sve dodatne informacije, uključujući prepisku sa dobavljačem plaćanja i snimke ekrana, takođe su poslate na vašu adresu e-pošte: .
Srdačan pozdrav,
Tim kazina Heksabet
Dear Adam,
Thank you for reopening the complaint and giving us the opportunity to clarify the situation. We have conducted a thorough internal investigation and would like to present the full timeline of events concerning the Mairou13 account:
On October 21, 2024, Hexabet Casino received an official request from our payment provider to verify a number of transactions made by the player Mairou13.
In accordance with this request, on October 22, 2024, we sent an official email to the player requesting confirmation of the relevant transactions. Unfortunately, the player did not respond to our email and provided no information in return.
As a result of the lack of confirmation, the payment provider proceeded to decline the transactions and initiate a refund.
The total amount of returned deposits was €340.
We would also like to highlight the following important points:
The refund of the deposits was initiated by the payment provider due to the absence of confirmation from the player — even though the funds in question had already been used for bets.
The account was blocked and the balance was written off in accordance with our anti-fraud obligations, particularly in cases involving chargebacks or reversed transactions.
The casino acted strictly in line with its terms and conditions. The player was given the opportunity to clarify the situation, and only after no response was received were appropriate measures taken. Failing to respond to a verification request, regardless of the player’s intentions or subjective explanations, constitutes a breach of our Terms of Service, which the player agreed to upon registration.
All additional information, including correspondence with the payment provider and screenshots, has also been sent to your email address: adam.m@casino.guru.
Best regards,
Hexabet Casino Team
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