Draga maine513,
Nažalost, moram da vas obavestim da se nismo dogovorili sa predstavnikom kazina.
Uprkos mojim naporima da objasnim srž situacije predstavniku kazina, činilo se da nisu u potpunosti razumeli zabrinutost koju smo izneli. Štaviše, oni su odbili da se dalje bave ovim pitanjem.
Sa žaljenjem vas obaveštavam da nisu videli nikakav problem u činjenici da je vaš nalog, uprkos vašim prethodnim spominjanjima zavisnosti od kockanja, više puta otvaran i zatvaran. Razumem koliko je ovo važno i iskreno bih voleo da sam mogao biti od veće pomoći.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi da pomogne da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Slobodno nam se obratite ako imate dodatnih pitanja ili ako postoji još nešto u čemu vam mogu pomoći.
Srdačan pozdrav,
Mihal V
Dear maine513,
Unfortunately, I have to inform you that we did not come to an agreement with the casino representative.
Despite my best efforts to explain the core of the situation to the casino representative, they did not seem to fully understand the concerns we raised. Furthermore, they have refused to pursue the matter any further.
I regret to inform you that they did not see any issue with the fact that, despite your previous mentions of gambling addiction, your account has been opened and closed multiple times. I understand how important this matter is, and I sincerely wish I could have been of more help.
I will 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
Please feel free to reach out if you have any further questions or if there is anything else I can assist you with.
Best regards,
Michal V
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