Poštovani Aringarosa87,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem sa DBbet kazinom. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Pre svega, kada ste tačno tražili da budete samoisključeni iz ovog kazina? Da li ste naveli razlog za vaš zahtev za samoisključivanje? Da li je kazino odgovorio na poruku koju ste im poslali? Prosledite mi zahtev za zatvaranje naloga koji ste poslali kazinu na veronika.l@casino.guru .
S obzirom da Multibanco nije dostupan za isplate, imajte na umu da raznovrsnost i dostupnost načina plaćanja ne upravlja isključivo kazino. Nekoliko faktora, kao što su organ za izdavanje dozvola, geolokacija, ugovori sa provajderima plaćanja i bankarska ograničenja, svi imaju veliki uticaj. Ako je način plaćanja bio dostupan za depozite, to ne znači nužno da će biti ponuđen i za povlačenje, takođe se može prekinuti u bilo kom trenutku. Nažalost, kazina su ponekad nemoćna i ograničena u ponudi načina plaćanja svojim klijentima.
Možete li, molim vas, da nam kažete da li ste bili obavešteni o bilo kom alternativnom metodu za povlačenje dobitaka? Pošaljite mi snimak ekrana dostupnih metoda povlačenja u vašem kazino profilu.
Možete li ljubazno potvrditi da li ste prošli punu KIC verifikaciju?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Aringarosa87,
Thank you very much for submitting this complaint. I am sorry to hear about your problem with DBbet Casino. Please allow me to ask you a few questions to clarify your situation.
First of all, when exactly did you request to be self-excluded from this casino? Have you specified the reason for your self-exclusion request? Has the casino responded to the message you sent them? Please forward me the account closure request you sent to the casino at veronika.l@casino.guru.
Regarding Multibanco not being available for withdrawals, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative method to withdraw your winnings? Please send me a screenshot of the available withdrawal methods in your casino profile.
Could you kindly confirm if you passed the full KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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