Poštovani 5801451,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za probleme na koje ste naišli sa svojim zahtevom za povlačenje.
Da biste nam pomogli da bolje razumemo vašu situaciju, možete li nam dati još nekoliko detalja?
- Kada ste napravili svoje prvo povlačenje od 197 €, koji je razlog kazino dao da ga otkaže?
- Možete li da potvrdite da li su u ponudama ili promocijama koje ste primili pomenuti uslovi ili ograničenja zemlje?
- Da li ste dobili bilo kakvu poruku od kazina u kojoj se objašnjava zašto je vaš balans smanjen na 50 € i zašto je nedostajalo drugo podizanje od 147 €?
- Da li biste mogli da podelite detalje o odgovoru kazina u vezi sa kvalifikovanošću vašeg naloga za povlačenje?
Ako imate bilo kakvu relevantnu komunikaciju iz kazina, kao što su e-poruke ili snimke ekrana, prosledite ih petronela.k@casino.guru , jer će to biti od pomoći u rešavanju problema.
Vaša saradnja je ključna za nas da dalje istražimo slučaj i tražimo rešenje.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear 5801451,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawal request.
To help us better understand your situation, could you please provide a few more details?
- When you made your first withdrawal of €197, what reason did the casino give for canceling it initially?
- Could you confirm if there were any terms or country restrictions mentioned in the offers or promotions you received?
- Have you received any communication from the casino explaining why your balance was reduced to €50 and why the second withdrawal of €147 was missing?
- Could you please share the details of the casino's response regarding your account’s eligibility for withdrawals?
If you have any relevant communication from the casino, such as emails or screenshots, please forward them to petronela.k@casino.guru, as this will be helpful in resolving the issue.
Your cooperation is crucial for us to investigate the case further and to push for a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Automatski prevedeno: