Dragi Aguslp,
Nažalost, uprkos mom angažovanju i višestrukim zahtevima, tim kazina nije bio u mogućnosti da pruži razumno objašnjenje za značajno kašnjenje, niti su preduzeli mere da ga ubrzaju, što nam ne ostavlja drugog izbora nego da zatvorimo ovaj slučaj kao nerešen. Pristup kazina, koji sada izgleda kao namerno odugovlačenje obrade vaše verifikacije i isplate, daleko je od naših očekivanja za efikasne, transparentne i jednostavne KYC i/ili AML procedure.
Sada ću označiti žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje ocene uzrokovano nerešenim žalbama može pomoći u promeni pristupa kazina. Ako kazino odluči da reaguje i reši ovaj slučaj, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Pošto kazino posluje bez važeće licence i ne poziva se ni na jednu ADR uslugu, ne postoji organ za igre na sreću kome bi se moglo obratiti.
Žao mi je što nismo mogli biti od veće pomoći ovom prilikom.
Srdačan pozdrav,
Mihal
Kazino Guru
Dear aguslp,
Unfortunately, despite my involvement and multiple requests, the casino team was not able to provide a reasonable explanation for the significant delay, nor did they take actions to expedite it, which leaves us with no choice but to close this case as unresolved. The casino's approach, which now appears to be intentional stalling in processing your verification and withdrawal, is far from our expectation for a efficient, transparent, and user-friendly KYC and/or AML procedures.
I will now mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve this case, we will reopen the complaint, and you will be notified by email.
Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
Automatski prevedeno: