Dragi kaleksuao,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za poteškoće na koje ste naišli sa kazinom.
Da biste bolje razumeli situaciju i efikasnije vam pomogli, možete li pojasniti sledeće tačke:
- Da li ste imali priliku da osporite ili uložite žalbu na zatvaranje vašeg naloga?
- Možete li da potvrdite da li ste imali aktivne bonuse ili nedovršene zahteve za klađenje u vreme zatvaranja vašeg naloga?
- Da li ste dobili dodatne odgovore ili objašnjenja od kazina od prvih pokušaja da ih kontaktirate?
Odlično je što ste već obezbedili deo komunikacije sa kazinom. Ako postoje neki drugi relevantni mejlovi ili snimci ekrana koji bi nam mogli pomoći da bolje razumemo situaciju, slobodno ih prosledite na petronela.k@casino.guru .
Vaša saradnja je ključna za nas da nastavimo sa ovim slučajem i radimo na njegovom rešenju. Bez vašeg doprinosa i dodatnih detalja, možda nećemo moći efikasno da napredujemo.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
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 kalexsuao,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino.
To better understand the situation and assist you effectively, could you please clarify the following points:
- Were you given any opportunity to dispute or appeal the closure of your account?
- Could you confirm if you had any active bonuses or unfinished wagering requirements at the time your account was closed?
- Have you received any additional responses or explanations from the casino since your initial attempts to contact them?
It’s great that you’ve already provided some of the communication with the casino. If there are any other relevant emails or screenshots that might help us better understand the situation, please feel free to forward them to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case and work toward a resolution. Without your input and further details, we may not be able to move forward effectively.
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,
Petronela
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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