Poštovani kachdanielian, da bismo odgovorili na vaš zahtev za povraćaj sredstava nakon zatvaranja vašeg naloga, moramo da razjasnimo proces samoisključenja. Na snimku ekrana koji ste dali, spomenuli ste svoju zavisnost od kockanja 9. januara, a vaš nalog je zvanično zatvoren 14. januara. Ovaj vremenski okvir je prihvatljiv, jer je uobičajeno da zatvaranje naloga traje nekoliko dana, posebno imajući u vidu da je između njih bio vikend.
Međutim, da bismo nastavili sa bilo kojim zahtevom za povraćaj sredstava, potreban nam je zahtev za samoisključivanje koji eksplicitno pominje vaš problem sa kockanjem, datum pre 9. januara. Ako nemate nijedan zahtev za samoisključivanje koji je podnet pre tog datuma, nažalost, nećemo moći da vam pomognemo sa povraćajem sredstava.
Ako postoje dodatne informacije koje bi podržale vaš slučaj, ne oklevajte da nas kontaktirate, u suprotnom ću biti primoran da odbijem vašu žalbu. Hvala vam na razumevanju.
Dear xachdanielyan, to address your request for a refund after your account closure, we need to clarify the self-exclusion process. From the screenshot you provided, you mentioned your gambling addiction on January 9, and your account was officially closed on January 14. This timeline is acceptable, as it’s common for account closures to take a few days, especially considering there was a weekend in between.
However, for us to proceed with any refund request, we require a self-exclusion request that explicitly mentions your gambling problem, dated before January 9. If you do not have any self-exclusion requests that were submitted prior to that date, unfortunately, we won't be able to assist you with your refunds.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
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