draga radka
Moja zamerka se ne odnosi na sportsko klađenje.
Reč je o zatvaranju računa nakon depozita bez ikakvog objašnjenja.
Mislim da sam veoma tačan.
Vratio sam se sa žalbom koja je takođe odbijena zbog nedoslednih informacija kao što je istakao guru kazina.
I'm sorry, I still do not understand what complaint are you reffering to. Would you kindly mind my closing question?
"Is it about some sort of reopening request maybe?"
In other words, have you tried to reopen your rejected complaint against this casino? It looks like the request has not been approved. Which explains why this latest course of events is not traceable in your Casino Guru account - you can check that for yourself.
I'm also quite accurate when it comes to tracking information, but as long as we are admins, not complaint mediators, we do not have such a kind of explanation available; thus, I'm asking you because you are complaining about something I'm not familiar with.
Can you please try to help me understand your current concern?
Da zahtev za ponovno pokretanje.
Vaš kazino je odbio.
Ispunjava sve kriterijume za podnošenje žalbe.
Radi se o zatvaranju računa a ne o sportskoj opkladi
Nažalost, primoran sam da napišem negativnu recenziju za guru kazino na trust pilotu
Da zahtev za ponovno pokretanje.
Vaš kazino je odbio.
Ispunjava sve kriterijume za podnošenje žalbe.
Radi se o zatvaranju računa a ne o sportskoj opkladi
I see now, thank you.
You are concerned about the complaint reopen request, which has nothing in common with the complaint you tried to reopen.
Perhaps this is also the part that is not very clear to the mediator. It is, for instance, not very clear to me.
Since the original complaint was related to the sportsbetting and did not include a closed account, I see no point in reopening it, for instance. It would be better to submit a new complaint, I'd say.
In any case, I explained to you that this is a forum, not a complaint - I'm not part of the dedicated Complaint Team, so I do not know how specifically you asked for the reopen and what response you got.
Could you kindly share the message you got as an explanation for the complaint rejection, please? We may discuss the details first instead of keeping mentioning Trust Pilot from your side.
Thank you.
Ovo je odbijanje
Thank you for the screenshot.
In the morning, I discussed this situation with my team, and according to the best of our understanding, we are convinced that reopening the case, which was previously rejected due to sports betting, was not the best course of action. I believe I already mentioned that in my previous response, so let me be more concrete:
The complaint was rejected because it seemed you had placed a sports bet. After you did, the account was closed.
The reopening request, among other things, says that you deposited 100€ and without any single bet, your account was closed and you could not contact the casino.
It actually sounds like the same situation described in two ways - only the sports betting, which would have led to the request's rejection, was left out.
Could you please confirm if the circumstances behind this "new" account closure at the same casino were entirely different?
In any case, we are sorry to see you were provided with an inaccurate explanation. The situation I outlined is the problem, not any "inconsistent information" of any kind, in our opinion.
I will wait for your update on the second account closure, but I want to emphasize one thing again:
Any events associated with sports betting and its rules are outside our reach and won't be accepted in the form of complaint.
Draga radka, hvala na odgovoru.
Mislim da sam prilično jasan.
Nema problema sa sportskim klađenjem.
Ponavljam da se vaša žalba odnosi na zatvaranje mog računa bez ikakvog objašnjenja iz kazina.
Jednostavno i jasno.
Nadam se da ćete otvoriti moju žalbu.
Dear user,
Could you, instead of commanding me here, help me understand how you overcame the first account closure? I believe I was also pretty clear and transparent.
It is your turn to explain both events. I suggest you put some efforts into that; otherwise, we won't be able to move forward. As a result, the situation will remain the same for you too.
I hope you understand that and will cooperate. I'm currently most likely the only one interested in your situation, based on the rejected reopen request.
Razumem da samo vi pokušavate da mi pomognete i hvala vam puno na tome.
Možda mašinski prevod ne razume moj problem.
Počnimo od početka.
Registrovao sam se u nacionalnom kazinu za klađenje, a da me kazino nije tražio verifikaciju.
Napravio sam 7 depozita od 100 evra koje sam kladio i na slotove i na sportsko klađenje.
Na 8. depozit od 100 evra i dok je novac otišao iz moje banke i prebačen na moj kazino račun, zatvorili su moj račun bez ikakvog objašnjenja.
Pokušavao sam da kontaktiram kazino National Bet i tražim objašnjenje o zatvaranju mog naloga i nema odgovora od njih.
Zamolio sam kazino gurua da ispita stvar podnošenjem žalbe koja je odbijena.
Ovo je cela stvarnost draga radka.
Thank you very much for your effort and the description.
Perhaps you are quite right, and the auto-translator gave us both a hard time.
The way I see it, though, the situation with the casino is still the same as in the first complaint. What makes you think it is not bound to your previous sports betting activities? I mean, in order to reopen the complaint, you must first explain that to the mediator. I'm trying to figure out how to do that...
Let me ask my colleagues first, please. I'll get back to you.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
