Poštovani adilsonmodesto315,
Hvala vam puno što ste podneli žalbu.
Žao mi je što čujem za neočekivano zatvaranje računa i otkazivanje vašeg povlačenja. Da biste bolje razumeli vaš slučaj i efikasno vam pomogli, da li biste mogli da dostavite neke dodatne informacije?
- Možete li da pojasnite da li ste ranije povukli neki dobitak iz ovog kazina pre ovog incidenta?
- Koje vrste igara ste prvenstveno igrali na platformi? Na primer, da li su vaše aktivnosti bile uglavnom na slotovima, kazino igrama uživo, sportskom klađenju ili kombinaciji?
- Da li ste u bilo kom trenutku tokom procesa verifikacije bili obavešteni da postoje problemi sa vašim dokumentima ili nalogom? Pored toga, da li vam je naveden neki konkretan razlog za zatvaranje naloga, bilo u pisanoj formi ili u komunikaciji sa podrškom?
Ako imate bilo kakvu drugu relevantnu komunikaciju sa kazinom, slobodno je prosledite petronela.k@casino.guru .
Vaša saradnja je ključna za nas da nastavimo sa slučajem i zastupamo u vaše ime. Bez ovih detalja biće nam teško da nastavimo dalje, tako da veoma cenimo vašu pomoć u razjašnjavanju ovih informacija.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear adilsonmodesto315,
Thank you very much for submitting your complaint.
I’m sorry to hear about the unexpected account closure and the cancellation of your withdrawal. To better understand your case and assist you effectively, could you please provide some additional information?
- Could you clarify if you had previously withdrawn any winnings from this casino before this incident?
- What types of games did you primarily play on the platform? For example, were your activities mostly on slots, live casino games, sports betting, or a combination?
- Were you notified at any point during the verification process that there were issues with your documents or account? Additionally, was any specific reason for the account closure provided to you, either in writing or in communication with support?
If you have any other relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with the case and advocate on your behalf. Without these details, it will be difficult for us to move forward, so we greatly appreciate your assistance in clarifying this information.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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