Poštovani joseferreira13378,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Da li sam dobro razumeo da je kazino uspešno odobrio sve vaše lične dokumente i da ste u potpunosti verifikovani?
Možete li, molim vas, da navedete koje ste igre igrali da biste prikupili svoj dobitak? Da li su to bili slotovi, kazino igre uživo ili ste učestvovali u sportskom klađenju?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Kada je tačno vaš nalog blokiran? Kada ste poslednji put komunicirali sa korisničkom podrškom kazina?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear joseferreira13378,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that all your identity documents were successfully approved by the casino and that you were fully verified?
Could you please specify what games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?
Have you accumulated your winnings with or without an active bonus?
When exactly was your account blocked? When was the last time you communicated with the casino customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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