Dragi Rianmc,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Da bih vam bolje razumeo i pomogao u vašem slučaju, želeo bih da vam postavim nekoliko pitanja kako bih razjasnio vašu situaciju:
Da li su vaši bankovni izvodi jedini dokumenti koje kazino nije odobrio?
Da li ste osigurali da vaši bankovni izvodi sadrže sve potrebne detalje, kao što su vaši lični podaci (ime, adresa, broj bankovnog računa), i da li su u ispravnom formatu i iz traženog vremenskog perioda?
Da li ste obavestili kazino da kartice sa kojih traže izvode više nisu u upotrebi?
Da li ste kontaktirali korisničku podršku putem e-pošte za pomoć u procesu verifikacije?
Kada navedete gorenavedene detalje, imaćemo bolje razumevanje kako da idemo dalje. Tu sam da vas podržim u rešavanju ovog pitanja.
Srdačan pozdrav,
Veronika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Ryanmc,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. To better understand and assist you with your case, I would like to ask a few questions to clarify your situation:
Are your bank statements the only documents that have not been approved by the casino?
Have you ensured that your bank statements include all the required details, such as your personal information (name, address, bank account number), and are they in the correct format and from the requested time period?
Have you informed the casino that the cards they are requesting statements from are no longer in use?
Have you reached out to customer support via email for assistance with the verification process?
Once you provide the above details, we will have a better understanding of how to move forward. I am here to support you in resolving this matter.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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