Dragi Neko,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Da li sam dobro razumeo da trenutno nemate preostalo stanje na vašem kazino nalogu?
Ako je to slučaj, bojim se, ne možemo mnogo da učinimo za vas. Igrač je jedini odgovoran za svoj račun, aktivno stanje i sve opklade koje se dešavaju. Razumem da se to nikada ne bi dogodilo da ste mogli da povučete iz prvog pokušaja, ali u ovom trenutku ne možemo tražiti od kazina da vam refundira izgubljeni dobitak.
Iako je ova situacija nesrećna, mogu samo da preporučim da ako naiđete na sličan problem u budućnosti, odmah nas kontaktirate kako bismo mogli da intervenišemo pre nego što izgubite sve svoje dobitke.
Molim vas, javite mi ako još nešto mogu da vam pomognem, inače ću biti primoran da zatvorim ovu žalbu.
Hvala vam puno na razumevanju.
Srdačan pozdrav,
Kristina
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Neko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you currently do not have any remaining balance in your casino account?
If that is the case, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
While this situation is unfortunate, I can only recommend that if you encounter a similar issue in the future, you contact us immediately so we can intervene before you lose all your winnings.
Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.
Thank you very much for your understanding.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Automatski prevedeno:
