pozdrav svima,
Na osnovu prethodne komunikacije i ažuriranja koje je dostavio podnosilac žalbe, ponovo smo otvorili žalbu i daćemo sve od sebe da je rešimo.
Puno vam hvala, vkvI , na vašim imejlovima i dostavljenim dokumentima sa ažuriranjima iz ADR-a kazina.
Iako niste znali za to i priznajem da to nisam sasvim jasno naveo u svom prethodnom postu (izvinjavam se zbog eventualnih neprijatnosti), naš sistem bi automatski otvorio žalbu 3 meseca nakon privremenog zatvaranja žalbe . Stoga sam tu namerno upotrebio reč „privremeno". Pored toga, klasifikacija „čekanje na odluku regulatora" znači neizvestan rezultat žalbe na našoj strani (bez kazne iako je klasifikovana kao „nerešena"), tako da bismo se ipak vratili na žalbu i pregledali/ponovno otvorili/ažurirali je . Nažalost, naš sistem nije savršen, a zahtevom za ponovno otvaranje ranije nego što je sistem mogao automatski ponovo otvoriti sam slučaj, datum automatskog ponovnog otvaranja je odložen za 3 meseca. Stoga je trebalo duže dok nisam primetio šta se dešava i detaljno ispitao stvar. Razumem vašu frustraciju, ali u suštini, bilo bi dovoljno da ste čekali samo još nekoliko dana, a naš sistem bi ponovo otvorio žalbu, tražeći od vas ažuriranje.
Iskreno se izvinjavam što sam vam se javio sa zakašnjenjem. U svakom slučaju, bar konačno neke dobre vesti za vas sada - nakon što smo pregledali sve detalje koje ste nam dali nakon privremenog zatvaranja žalbe i proverili veb lokaciju kazina u vezi sa njihovim internim procesima žalbe, hajde da zamolimo kazino da ponovo ispita stvar i objasni situaciju . Iskreno govoreći, njihov način rešavanja pritužbi igrača, kao i izjave ADR-a, nemaju nikakvog smisla.
Iako sam bio u kontaktu sa predstavnikom kazina samo van teme, u međuvremenu sam imao još jedan slučaj sa kazinom, gde su mi odgovorili direktno u temi, i trebalo je konačno da sastave rešavanje žalbi na forumima trećih strana. Dakle, verujem da će neko iz kazina ovde komentarisati stvar ili će mi bar odgovoriti relevantnim informacijama i detaljima van teme. U suprotnom, nakon svega što se ovde desilo, žalba će biti zaključena kao nerešena.
Hvala vam na beskrajnom strpljenju i razumevanju.
Poštovani 888 Casno timu ,
Molimo vas da još jednom razmotrite problem korisnika i dostavite nam relevantno objašnjenje/informacije/detalje/popratne dokaze, posebno u vezi sa preostalim stanjem igrača koji je ostao na spornom nalogu.
Pošto ADR-ovi koje kazino navodi u svojim Uslovima i odredbama prihvataju sporove tek nakon što se završi interni proces žalbe u kazinu, zahtevamo vašu punu saradnju ovde i sada. U drugoj žalbi, dali ste nam informaciju da kazino nema podršku putem e-pošte i da igrači moraju da se obrate kazinu uživo ćaskanje, ali izgleda da kazino uživo ćaskanje nije bilo od velike pomoći u ovom slučaju, a postoje nema drugih uputstava za interni proces žalbe. Stoga se čini da ne postoji način na koji bismo mi ili igrač mogli da rešimo problem osim da će kazino u potpunosti sarađivati u rešavanju ove žalbe i pružiti sve traženo.
Kao što je gore navedeno, imajte na umu da ako kazino ne sarađuje i ne pruži traženo, žalba će biti zatvorena kao nerešena, a rejting kazina će se shodno tome smanjiti.
Ako vam više odgovara, slobodno podelite sve relevantno putem e-pošte ( branislav.b@casino.guru ).
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Greetings all,
Based on the previous communication and update provided by the complainant, we reopened the complaint and will do our best to resolve it.
Thank you very much, wxwI, for your emails and the provided documents with updates from the casino's ADRs.
Although you did not know about it and I admit I did not state it completely clearly in my previous post (I am sorry for any inconvenience caused), the complaint would have been automatically opened by our system 3 months after the temporary closure of the complaint. Therefore, I used the word "temporarily" on purpose there. In addition, the "waiting for the regulator's decision" classification means an uncertain result of the complaint on our side (without penalization although classified as 'unresolved'), so we would have got back to the complaint and reviewed/reopened/updated it anyway. Unfortunately, our system is not perfect, and by requesting reopening earlier than the system could have automatically reopened the case itself, the date of the automatic reopening date was postponed by 3 months. Therefore, it took longer until I noticed what was going on and looked into the matter in detail. I understand your frustration, but basically, it would have been enough if you only waited a few more days, and the complaint would have been reopened by our system, asking you for an update.
I sincerely apologize for getting back to you with a delay. Anyway, at least finally some good news for you now - after reviewing all the details you provided us with after the temporary complaint closure and checking the casino's website regarding their internal complaint processes, let's ask the casino to investigate the matter again and explain the situation. To be honest, their way of handling players' complaints, as well as statements of the ADRs, make no sense at all.
Although I was in contact with the casino representative only outside the thread, in the meantime, I had another case with the casino, where they replied directly in the thread, and they should have finally put together handling complaints on 3rd party forums. So, I believe someone from the casino will comment on the matter here or at least will reply to me with relevant information and details outside the thread. Otherwise, after all that happened here, the complaint will be closed as unresolved.
Thank you for your infinite patience and understanding.
Dear 888 Casno Team,
Please look into the user's issue once again and provide us with the relevant explanation/information/details/supporting evidence, especially regarding the player's remaining balance that was left in the disputed account.
Since ADRs the casino states in its Terms and Conditions accept disputes only after the casino's internal complaint process is completed, we require your full cooperation here and now. In another complaint, you provided us with the information that the casino does not have any email support, and players have to turn to the casino's live chat, but it looks like the casino's live chat was not very helpful in this case, and there are no other instructions for the internal complaint process. Therefore, it appears there is no way how we or the player could solve the matter than that the casino will fully cooperate in resolving this complaint and provide all the requested.
As was indicated above, please note if the casino fails to cooperate and provide the requested, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.
If it suits you better, feel free to share everything relevant via email (branislav.b@casino.guru).
Thank you for understanding. Looking forward to hearing from you.
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