Hej Radka :)
Hvala na odgovoru. Podnio sam zahtjev prije više od 10 dana i potpuno je ignorisan. Bio bih sretan kada bi kazino samo na kratko napisao da je moja poruka primljena i obrađena, ali ništa. Komunicirali su brzo i kompetentno sve dok nisam predao svoj zahtjev. 1 sat nakon što sam podnio žalbu moj račun je zatvoren. Od tada nisam ništa čuo.
Mojih pet narednih poruka je takođe ignorisano. Ako postavim nevažno pitanje u live chatu, upućuju me na podršku (livechat je vjerovatno dobio instrukciju da ne komunicira sa mnom).
Pod drugim imenom, postavio sam ista pitanja u livechatu na koja nisam dobio odgovor u livechatu.
Livechat mi je rekao da iwildcasino nema ADR za rješavanje problema/žalbe od nezavisnog tijela. Vaš snimak ekrana govori istu stvar. Igrač mora riješiti pritužbe direktno sa iwildcasinom (što ne možete učiniti ako je komunikacija jednosmjerna) ili direktno kod davaoca licence (Antillephone).
Sada sam proučio T&C iwildcasina i došao do zaključka da ADR postoji. Na primjer, član 26.5 dozvoljava igračima da konsultuju Pogg. Da li pravilno čitam ovaj izraz?
Moj problem je vrlo nesiguran i teško ga je ovdje javno pisati. Ali mogu vam to ukratko opisati u mailu ako imate vremena i volje :)
Hey Radka :)
Thanks for the answer. I submitted a request more than 10 days ago and it's been completely ignored. I would be happy if the casino just wrote a quick note that my message was received and processed, but nothing. They communicated quickly and competently until I submitted my request. 1 hour after I submitted my complaint my account was closed. Since then I haven't heard anything.
My five subsequent messages were also ignored. If I ask an unimportant question in the live chat, I am referred to the support (the livechat has probably received the instruction not to communicate with me).
Under a different name, I then asked the same questions in livechat that were not answered in livechat.
Livechat told me that iwildcasino does not have ADR to resolve issue/complaint from an independent body. Your screenshot says the same thing. A player has to resolve the complaints directly with iwildcasino (which you can't do if the communication is one-way) or go directly to the licensor (Antillephone).
Now I have studied the T&C of iwildcasino and come to the conclusion that ADR does exist. For example, Article 26.5 allows players to consult the Pogg. Am I reading this term correctly?
My problem is very precarious and difficult to write here publicly. But I can briefly describe it to you in an email if you have the time and inclination :)
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