Sa žaljenjem vas obaveštavamo da, uprkos našim naporima, nismo dobili nikakav odgovor od kazina u vezi sa ovim problemom. Shodno tome, primorani smo da zvanično zatvorimo žalbu kao „nerešenu". Važno je napomenuti da kazino zadržava mogućnost da ponovo pogleda i ponovo otvori ovu žalbu u bilo kom trenutku u budućnosti.
Razumemo frustraciju i razočarenje koje ovo može izazvati i iskreno se izvinjavamo što nismo u mogućnosti da ponudimo dodatnu pomoć u rešavanju problema. Ukoliko dođe do bilo kakvog razvoja ili ako vam je potrebna dalja podrška, ne oklevajte da nam se obratite.
Dragi mijan,
Ako želite da kontaktirate kazino ili njihovu zvaničnu ADR službu, evo kako to možete da uradite:
29. Žalbe i rešavanje sporova igrača
Ako želite da uložite žalbu u vezi sa Uslugama, trebalo bi da to učinite našoj korisničkoj podršci koristeći kontakt detalje u Centru za pomoć . Strane treba da daju sve od sebe da postignu sporazumno rešenje u razumnom roku. 32Red će uložiti razumne napore da brzo odgovori na sve žalbe i, u svakom slučaju, u roku od najviše 8 nedelja od datuma podnošenja žalbe.
U slučaju da žalbu ne rešimo na Vaše zadovoljstvo u roku od 8 nedelja od njenog podnošenja, žalba postaje spor i Vi možete besplatno da uputite spor nezavisnom trećem licu za rešavanje sporova. Koristimo eCogra kao alternativno rešenje sporova. Sporovi se mogu popuniti pod http://ecogra.org/ata/policies_procedures.php .
We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.
We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.
Dear mijan,
If you wish to contact the casino or their official ADR service, here's how you can do it:
29. Complaints and Player Dispute Resolution
If You wish to lodge a complaint in respect of the Services, You should do so with our Customer Support using the contact details in the Help Centre. The parties should do their utmost to reach an amicable settlement within a reasonable time. 32Red will use reasonable endeavours to reply promptly to all complaints and, in any event within not more than 8 weeks from the date of a complaint being raised.
In the event that a complaint is not resolved to Your satisfaction by us within 8 weeks of it being raised, the complaint becomes a dispute, and You may refer the dispute free of charge to the independent third party dispute resolution. We use eCogra as an alternative dispute resolution. Disputes may be filled under http://ecogra.org/ata/policies_procedures.php.
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