Zdravo, venlaisosaari,
Žao mi je što čujem za vaše neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Međutim, imajte na umu da je, prema ažuriranim informacijama koje smo dobili od kazina, on u potpunosti prestao sa radom, tako da nisam siguran u njihovu saradnju i/ili spremnost da nam pomognu da rešimo problem.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Avbit kazina ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto je korisnički nalog blokiran, a dobici oduzeti?
Možete li nam dati informacije o tome kako bi mogla da ažurira svoj datum rođenja i prođe KIC (povuče svoj dobitak) ili zašto je nemoguće ažurirati ga? Postoji li neki drugi razlog zašto joj kazino ne dozvoljava da povuče preostali iznos?
Izgleda kao greška, ali ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Ako je potrebno, slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hvala.
Hello, venlaisosaari,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note that according to the updated information we received from the casino, it stopped operating completely, so I am not sure about their cooperation and/or willingness to help us resolve the matter.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Awbit Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?
Can you provide us with the information on how she could update her date of birth and pass the KYC (withdraw her winnings) or why it is impossible to update it? Is there any other reason for the casino not letting her withdraw the remaining balance?
It looks like a mistake, but if we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Thank you.
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