Dragi Iasin,
Nadam se da će vas ova poruka dobro naći. Veoma mi je žao što čujem da se tako osećate. Međutim, ne možemo zanemariti mnoge slučajeve u kojima ste pokazali negativno ponašanje prema našem osoblju i kompaniji.
Da bismo pružili kontekst, prvo ste nas kontaktirali da promenimo vaše podatke i završimo KIC proces. Zatim, u ćaskanju uživo, žalili ste se na RTP, tvrdeći da je 3%, uprkos tome što ste obavešteni da je podešen na standarde dobavljača igara. Kao odgovor, dali smo vam 10 evra bonusa. Sledećeg dana ste se vratili u ćaskanje uživo da biste se ponovo požalili na RTP, ovog puta tvrdeći da je na 10% i zatražili još jedan bonus. Obavestili smo vas da ne možemo da obezbedimo još jedan bonus. Uprkos tome, mogli ste da koristite svaki bonus kod koji smo poslali putem e-pošte našim postojećim klijentima. Dali smo vam i druge bonuse kada ste morali da čekate da dođe do vašeg depozita.
20. januara ste zatražili bonus bez depozita, što smo odbili pošto smo vam već dali besplatan bonus dan ranije, 19. januara. Sledećeg dana zatražili ste još jedan bonus nakon što ste izgubili sav novac, a zatim ponovo 23. januara. Tog dana ste trajno zatvorili svoj nalog, da biste se vratili sledećeg dana i zatražili njegovo ponovno otvaranje jer ste imali loš dan. Postupili smo i ponovo otvorili vaš nalog 24. januara, dajući vam bonus od 20 evra kada ste tražili 10 evra bonusa bez depozita. Takođe ste imali koristi od besplatnih 10 evra koje smo dali igračima za popunjavanje Casino ankete. 27. januara dali smo vam još 10 evra bonusa za vaš rođendan.
30. januara ste prijavili problem sa kodom koji vam ne daje besplatne okrete koje je obećao. Rekli smo vam da proveravamo problem i da ćemo vas obavestiti. Sledećeg dana ste se vratili u ćaskanje uživo i ponovo tražili spinove. Rekli smo vam da još uvek proveravamo sa timom, na šta ste odgovorili „Srao sam na ove spinove" i napustili ćaskanje. 1. februara ste se vratili i ponovo zatražili spinove, nakon što ste prethodnog dana rekli da ih ne želite. Zatim ste pokušali da nas ucenite preteći da ćete ostaviti lošu recenziju o kazinoguruu ako ne reagujemo dovoljno brzo. Takođe ste pokušali da nas ucenite tako što ste rekli da ćete postaviti snimak ekrana iz drugog kazina gde ste dobili poruku „lošog prolaza".
2. februara zatražili ste još jedan besplatni bonus, navodeći da ste lojalni i da ste deponovani svakodnevno. 3. februara ste napravili još jedan depozit koristeći bonus kod i pitali da li možete ponovo da koristite isti kod. Obavestili smo vas da se svi kodovi ne mogu koristiti više puta. 4. februara ste tražili da razgovarate sa menadžerom nakon što vam je rečeno da ne možemo da vam damo još jedan besplatni bonus. 5. februara ste se vratili u ćaskanje uživo i zatražili još jedan besplatni bonus, na šta smo vam rekli da ćete svaki dan dobijati kod putem e-pošte.
Takođe ste kontaktirali našeg menadžera Avgusta, koji vam je dao 50 evra besplatnog bonus novca jer ste imali problema sa nalogom. Tražili ste od njega još jedan besplatni bonus 4. februara, a zatim ponovo 6. i 8. februara, uprkos tome što vam je rečeno ne. Dana 8. februara, poslali ste e-mail Avgustu u kojem kažete da ste ponovo ovde i da ste upućeni njemu da zatražite još jedan bonus. Takođe ste spomenuli da ćete nastaviti da uplaćujete depozite, ali samo ako dobijete još jedan bonus.
Zatvorili smo vaš nalog jer smatramo da imate problem sa kockanjem i ne možemo da nastavimo sa vašim negativnim ponašanjem prema našem osoblju i kompaniji. Svoju odgovornost prema našim klijentima shvatamo veoma ozbiljno i uvek nastojimo da pružimo najbolju moguću uslugu. Međutim, ne možemo tolerisati bilo kakav oblik zloupotrebe ili ucene i nećemo oklevati da preduzmemo odgovarajuće mere da zaštitimo sebe i svoje zaposlene od takvog ponašanja.
Preporučujemo vam da potražite pomoć ako imate problema sa kockanjem. Postoji mnogo resursa koji vam mogu pomoći da upravljate svojim ponašanjem u vezi sa kockanjem i nadamo se da ćete ih iskoristiti.
Hvala vam na razumevanju i saradnji po ovom pitanju.
Scatterhall
Dear Yasin,
I hope this message finds you well. I am very sorry to hear that you feel this way. However, we cannot ignore the many instances where you have exhibited negative behaviour towards our staff and company.
To provide context, you contacted us initially to change your details and complete the KYC process. Then, in live chat, you complained about RTP, claiming it was 3%, despite being advised that it was set to game provider standards. In response, we gave you a 10 euro bonus. The following day, you returned to live chat to complain about the RTP again, this time claiming it was at 10%, and requested another bonus. We informed you that we could not provide another bonus. Despite this, you were able to use every bonus code we had sent out via email to our existing customers. We also gave you other bonuses when you had to wait for your deposit to come through.
On January 20th, you requested a no deposit bonus, which we declined as we had already given you a free bonus the day before on January 19th. The following day, you requested another bonus after losing all your money, and then again on January 23rd. You permanently closed your account on that day, only to come back the following day and request its reopening because you had a bad day. We complied and reopened your account on January 24th, giving you a 20 euro bonus when you asked for a 10 euro no deposit bonus. You also benefited from the 10 euro free we gave to players for filling out the Casino survey. On January 27th, we gave you another 10 euro bonus for your birthday.
On January 30th, you reported a problem with a code not giving you the free spins it promised. We told you we were checking on the problem and would let you know. The next day, you came back to live chat and asked again for the spins. We told you we were still checking with the team, to which you replied "I sh*t on these spins" and left the chat. On February 1st, you came back and requested the spins again, after saying the previous day that you did not want them. You then attempted to blackmail us by threatening to leave a bad review on casinoguru if we didn't act fast enough. You also tried to blackmail us by saying you would post a screenshot from another casino where you received a "bad gateway" message.
On February 2nd, you requested yet another free bonus, stating that you were loyal and deposited daily. On February 3rd, you made another deposit using a bonus code, and asked if you could use the same code again. We informed you that not all codes can be used more than once. On February 4th, you asked to speak to a manager after being told we could not give you another free bonus. On February 5th, you returned to live chat and requested another free bonus, to which we told you that you would receive a code via email every day.
You also contacted our manager August, who gave you 50 euro free bonus money because you had issues with your account. You asked him for another free bonus on February 4th, and then again on February 6th and 8th, despite being told no. On February 8th, you sent an email to August stating that you were here again, and that you had been directed to him to request another bonus. You also mentioned that you would continue to make deposits, but only if you received another bonus.
We have closed your account because we feel you have a gambling problem, and we cannot continue with your negative behaviour towards our staff and company. We take our responsibility to our customers very seriously, and we always strive to provide the best service possible. However, we cannot tolerate any form of abuse or blackmail, and we will not hesitate to take appropriate action to protect ourselves and our employees from such behaviour.
We strongly advise you to seek help if you have a problem with gambling. There are many resources available to assist you in managing your gambling behaviour and we hope you take advantage of them.
Thank you for your understanding and cooperation in this matter.
Scatterhall
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