Dragi Mihal,
Nakon pregleda ove tvrdnje, želimo da razjasnimo ovaj slučaj pružanjem detaljnijeg objašnjenja. Ova nit e-pošte počela je od ćaskanja sa klijentom gde je on zatražio bonus 27. maja. Ponuđen mu je bonus kao prateći e-mail.
Nakon što je primio bonus putem e-pošte, igrač je tada zatražio zatvaranje, bio je izričito obavešten da pošalje svoj zahtev na odgovarajuću e-mail adresu radi pravilnog rukovanja. Ovo je neophodno pošto takvi zahtevi moraju biti pregledani i računi ispitani od strane odgovarajuće obučenog tima. Postoje razne nijanse kada su u pitanju ovakvi zahtevi, tako da ovu proceduru zahtevaju svi naši igrači.
Igrač je nastavio da šalje svoju komunikaciju u istoj niti e-pošte što je dovelo do određenog kašnjenja u obradi njegovog zahteva. „Re: Vaš zahtev za e-poštu" je cela nit u kojoj ako proverite prvi odgovor igrača na njoj, adresa e-pošte je ponovo costumercare@grandwin.com tako da sva prepiska u toj temi nije bila pravilno dostavljena od samog početka.
U ovoj temi se može videti da ga je agent koji je takođe obradio njegov zahtev za bonusom nekoliko puta obavestio da pošalje e-mail na odgovarajuću adresu. Nije ignorisan i bio je propisno upućen u svako doba nakon što je odlučio da ne želi bonus 27. maja pošto je cela prepiska u ovoj temi istog dana.
Nakon toga dolazimo do ranije objašnjene situacije da je nastavio da šalje zahteve na pogrešnu adresu.
Odmah možete primetiti razliku u rukovanju u odnosu na datum kada je pravilno poslao e-mail na tačnu adresu i zahtev. Sada želimo da se pozabavimo i našim prethodnim objašnjenjem koje se odnosilo na uredno dostavljenu e-poštu 7. juna. Ovo je bio prvi uredno primljen e-mail, što se može videti i od strane osoblja CG od kada je Petronela bila u CC na taj zahtev.
U zaključku, ispravno smo obradili njegov zahtev nakon što je podnet u ispravnom formatu koji nije bio odgovor na nit što bi razumljivo izazvalo kašnjenje i konfuziju i na kraju je dostavljen na tačnu adresu.
Pozdravi,
GrandVin kazino
Dear Michal,
Upon reviewing this claim, we want to clarify this case by providing a more detailed explanation. This e-mail thread started from a chat with the client where he requested a bonus on the 27th of May. He was offered a bonus as a follow-up e-mail.
Upon receiving the bonus via e-mail the player then requested closure, he was explicitly informed to send his request to the appropriate e-mail address for proper handling. This is required as such requests have to be reviewed and accounts investigated by the properly trained team. There are various nuances when it comes to such requests, so this procedure is required by all of our Players.
The Player continued sending his communication in the same e-mail thread which led to some delay with the handling of his request. "Re: Your email request" is a whole thread where if you check the first reply from the Player on it, the e-mail address was once again costumercare@grandwin.com so all of the correspondence in that thread was not properly submitted ever since the beginning.
In this thread it can be seen that the agent who also handled his bonus request informed him several times to submit an e-mail to the proper address. He was not ignored and was properly instructed at all times after he decided that he does not want a bonus on the 27th of May as the whole correspondence in this thread is on the same day.
Following that we come to the previously explained situation where he continued sending requests to the incorrect address.
You can immediately notice a difference in the handling compared to the date when he properly submitted an e-mail to the correct address and request. We now want to address our previous explanation as well which was regarding the properly submitted e-mail on the 7th of June. This was the first properly received e-mail as can be seen by CG staff as well since Petronela was on CC to that request.
In conclusion we handled his request properly once it was submitted in a correct format which was not a reply to a thread which would understandably cause delay and confusion and lastly it was submitted to the correct address.
Regards,
GrandWin Casino
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