Dragi Ahmede,
Hvala za tvoju informaciju. Snimci ekrana koje ste dali pokazuju da smo zatvorili nalog kada ste zahtevali zatvaranje naloga. Ovo pokazuje da pratimo odgovorno igranje.
Razlog zašto je vaš nalog ponovo otvoren nije zato što smo to želeli, već zato što ste više puta tražili da ga ponovo otvorite.
Rado ste se kladili, srećno uplaćivali i srećno ćaskali sa našom podrškom uživo. Imamo snimke ekrana svake poslate poruke i slike, objavite vaš zahtev za zatvaranje naloga.
Nećemo priložiti snimke ekrana da bismo sačuvali privatnost vašeg dela, ali nakon što ste videli snimke ekrana, složili biste se da nije naša odluka da otvorimo nalog i da ste želeli da ga ponovo otvorite.
Pored ponovnog otvaranja, zatražili ste više bonusa, besplatnih okretaja, povraćaja novca i korišćenja drugih načina plaćanja.
Razumemo da zavisnost od kockanja može biti problem, ali da ste osvojili novac, ova diskusija se nikada ne bi dogodila. Nepravedno je prema nama da 10 dana nakon što je vaš zahtev za ponovno otvaranje naloga podnet, onda zahtevate povraćaj novca.
Ovo bi bilo ekvivalentno ako ste pobedili, a mi smo blokirali vaše povlačenje zbog zahteva koji ste odlučili da poništite 10 dana ranije. Mi to nikada ne bismo uradili.
Iako smo ljudi i brinemo o zaštiti naših igrača, nije samo odgovornost kazina da praktikuje odgovorno igranje, već je i na samim igračima kojima nudimo resurse da razgovaramo i dobijemo pomoć koja bi im mogla zatrebati ako postane nekontrolisana .
Znamo da je naša podrška uživo imala zaista lepo vreme upoznajući vas i zaista uživala u razgovoru sa vama. Nadamo se da će sve biti u redu sa vama i vašom budućnošću i nadamo se da ovi gubici ne izazivaju ozbiljan uticaj na vas.
Ako želite dalje da razgovarate van mreže gde možemo da podelimo snimke ekrana našeg ćaskanja sa vama, to možemo učiniti na support@delorocasino.com . Ne želimo da objavljujemo ove slike na mreži.
Srdačan pozdrav,
Del Oro kazino i tim za sportske kladionice
Dear Ahmed,
Thank you for your information. The screenshots you provide show that when you requested account closure we closed the account. This shows we follow responsible gaming.
The reason your account was reopened was not because we wanted to do so but because you asked multiple times to reopen it.
You were betting happily, depositing happily, and chatting with our live support happily. We have screenshots of every single message and image sent, post your request for account closure.
We will not attach the screenshots to preserve privacy of your part but after seeing the screenshots you would agree that it was not our decision to open the account and you wanted to reopen it.
In addition to reopening, you requested multiple bonuses, free spins, cashback, and the use of other forms of payment methods.
We understand that gambling addiction can be a problem but if you would have won money, this discussion would never happen. It is unfair to us that 10 days after your request to reopen your account was made, you then request money back.
This would be equivalent if you won and we blocked your withdrawal because of the request you decided to overturn 10 days previously. We would never do this.
While we are human and do care about protecting our players, it is not only the casino’s responsibility to practice responsible gaming but it is also on the player themselves which we offer resources to speak to and get the help that one might need if it becomes uncontrollable.
We know our live support had a really nice time getting to know you and really enjoyed speaking with you. We hope everything goes well with you and your future and hope that these losses are not causing a severe impact to you.
If you would like to discuss further offline where we can share screenshots of our chat with you we can do so at support@delorocasino.com. We do not wish to publicize these images online.
Best regards,
Del Oro Casino and Sportsbook Team
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