Dragi vailben,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Možete li da navedete kada ste tačno prvi put zatražili da budete samoisključeni zbog zavisnosti od kockanja?
Možete li mi proslediti ceo transkript ćaskanja vaše komunikacije sa korisničkom podrškom? Moja adresa e-pošte je veronika.l@casino.guru . Alternativno, ovde možete postaviti snimke ekrana.
Kakav je bio vaš odgovor kada vas je korisnička podrška obavestila da nije moguće samoisključivanje samo u jednom delu kazina i da morate da budete samoisključeni za celu platformu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear wailben,
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 clarify your situation.
Could you please specify when exactly was the first time you requested to be self-excluded due to gambling addiction?
Could you kindly forward me the entire chat transcripts of your communication with customer support? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
What was your reply when customer support informed you that it's not possible to self-exclude in one section of the casino only, and you have to be self-excluded for the entire platform?
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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