Dragi Pflup,
Prvo, želim da izrazim svoju zahvalnost na vašoj saradnji i strpljenju tokom procesa rešavanja. Posle detaljnog ispitivanja i ocene slučaja, sa žaljenjem vas obaveštavam da nemam izbora osim da odbijem vaš slučaj i prenesem ga nadležnom organu.
Nakon pregleda dostavljenih dokaza i informacija, jasno je da ste poslali imejl sa zahtevom za zatvaranje zbog problema sa kockanjem. Međutim, kazino je pružio ubedljive dokaze da nikada nisu primili ovu konkretnu e-poštu. Važno je napomenuti da ste imali više razgovora sa njihovim agentima nakon što ste poslali tu e-poštu, ali problem sa kockanjem je pomenut samo u nedostavljenoj e-poruci. S obzirom da kazino nudi 24/7 podršku za ćaskanje uživo, imali ste nekoliko prilika da se pozabavite ovim pitanjem. Teško je utvrditi gde je ovaj imejl možda naišao na problem, da li je to bio vaš dobavljač e-pošte, provajder e-pošte kazina ili negde između. Stoga, samo na osnovu ove jedne neisporučene e-pošte, nemam ovlašćenje da primoravam kazino da mi vrati novac.
Iako bi svakako bilo cenjeno ako bi kazino ponudio delimičan povraćaj vaših depozita, ja bih to smatrao gestom dobre volje, a ne obavezom.
Iskreno se izvinjavam zbog situacije i toplo vam savetujem da kontaktirate organ za izdavanje dozvola za dalju pomoć.
Mogu vam pomoći u ovom procesu, a možete me kontaktirati na dole navedenu adresu e-pošte. Slobodno me kontaktirajte ako imate bilo kakvih pitanja ili vam je potrebna dodatna pomoć.
Srdačan pozdrav, Jozef
_KSKSKSKSKS_0@email.kkkkk
Dear Pflup,
Firstly, I want to express my gratitude for your cooperation and patience throughout the resolution process. After a thorough examination and evaluation of the case, I regret to inform you that I have no choice but to reject your case and transfer it to the relevant authority.
Upon reviewing the evidence and information provided, it is clear that you did send an email requesting closure due to a gambling problem. However, the casino has provided compelling evidence that they never received this particular email. It is important to note that you had multiple chats with their agents after sending that email, but the issue of having a gambling problem was only mentioned in the undelivered email. Considering that the casino offers 24/7 live chat support, you had several opportunities to address this matter. It is difficult to determine where this email might have encountered an issue, whether it was your email provider, the casino's email provider, or somewhere in between. Therefore, based solely on this one undelivered email, I do not have the authority to compel the casino to issue a refund.
While it would certainly be appreciated if the casino were to offer a partial refund for your deposits, I would view it as a gesture of goodwill rather than an obligation.
I sincerely apologize for the situation, and I strongly advise you to contact the licensing authority for further assistance.
I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
jozef.k@casino.guru
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