Dragi rickisamaniego,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Da li sam dobro razumeo da ste izgubili dobitak pre nego što ste prošli verifikaciju?
Ako je to slučaj, bojim se, ne možemo mnogo da učinimo za vas. Igrač je jedini odgovoran za svoj račun, aktivno stanje i sve opklade koje se dešavaju. Razumem da se to nikada ne bi dogodilo da ste mogli da povučete iz prvog pokušaja, ali u ovom trenutku ne možemo tražiti od kazina da vam refundira izgubljeni dobitak. Zaista bismo želeli da pomognemo, ali ovaj put je nemoguće.
Obavestite me ako još nešto mogu da vam pomognem, inače ću biti primoran da zatvorim žalbu.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear rickysamaniego,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you lost your winning before you passed the verification?
If that is the case, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Please let me know if there is anything else I can help you with, otherwise, I will be forced to close the complaint.
Thank you very much in advance for your reply.
Best regards,
Kristina
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