Draga vojsko,
Hvala vam što ste podnijeli žalbu i proslijedili svu relevantnu komunikaciju. Prvo, dozvolite mi da vam čestitam na sjajnoj pobjedi.
Molimo vas da shvatite da je uobičajena procedura za kazina da revidiraju račune igrača, posebno nakon što skupe znatne dobitke. Iz našeg iskustva može potrajati 14 dana, ali svaki je casino drugačiji i ima svoju proceduru koju treba poštivati. Zato igračima savjetujemo strpljenje i potpunu suradnju s kasinom.
Možete li navesti da li ste dobitak sakupljali u redovnoj igri ili iz jackpota? Da li ste u prošlosti povukli dobitak iz ovog kasina? Je li vaš račun i dalje dostupan ili je blokiran zbog istrage?
Nadamo se da ćemo vam moći pomoći u najkraćem mogućem roku. Radujem se vašem javljanju.
Srdačan pozdrav,
Petronela
Dear Army,
Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have accumulated your winnings on a regular play or from a jackpot? Have you withdrawn any winnings from this casino in the past? Is your account still accessible or it’s been blocked due to investigation?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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