Dragi buddhaflek,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem.
Da li sam u pravu kada razumem da je kazino blokirao vaš nalog jer veruju da ste prekršili neka pravila navedena u njihovim Uslovima i odredbama? Važno je razumeti da kazina često šalju listu sa nekoliko pravila kada navode potencijalna kršenja, ali morate samo da prekršite jedno od njih da bi vaš nalog bio zatvoren, a dobici konfiskovani. Zbog toga moram da vam postavim nekoliko dodatnih pitanja da biste nastavili.
Možete li mi, molim vas, proslediti e-poštu koju ste dobili od kazina u kojoj su navedene zabranjene radnje? Možete mi ga poslati na veronika.l@casino.guru .
Takođe, da li biste mogli da razjasnite koje vrste igara ste igrali – da li su to slotovi, kazino igre uživo ili ste se kladili samo na sport?
Da li ste završili potpuni proces KIC verifikacije?
Na kraju, da li ste igrali sa bonusom? Ako jeste, možete li mi poslati snimak ekrana bonusa ili link do određene ponude?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear buddhaflex,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Am I correct in understanding that the casino blocked your account because they believe you violated some rules outlined in their Terms and Conditions? It’s important to understand that casinos often send a list of several rules when citing potential violations, but you only need to break one of them for your account to be closed and your winnings confiscated. This is why I need to ask you a few additional questions to proceed.
Could you please forward me the email you received from the casino where they listed the forbidden actions? You can send it to me at veronika.l@casino.guru.
Also, could you clarify what types of games you played—were they slots, live casino games, or did you only place bets on sports?
Have you completed the full KYC verification process?
Lastly, did you play with a bonus? If you did, could you please send me a screenshot of the bonus or a link to the specific offer?
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
Veronika
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