Poštovani Lc254,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Imajte na umu da je ovo potpuno razuman zahtev i da bi velika većina onlajn kazina tražila iste informacije. Mnogi od njih čak vrše potpunu verifikaciju računa pre obrade povraćaja sredstava. To nije nešto za šta bismo mogli da kaznimo kazino, niti smo u poziciji da ih nateramo da promene ovu proceduru.
Zbog toga vam preporučujem da u potpunosti sarađujete sa kazinom i dostavite sve potrebne dokumente i informacije, kako bi mogli da obrađuju povraćaj novca što je pre moguće.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Lc254,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that this is a completely reasonable request and the vast majority of online casinos would ask for the same information. Many of them even perform a full account verification before processing a refund. This is not something we could penalize the casino for, nor we are in a position to force them to change this procedure.
Therefore, I recommend that you fully cooperate with the casino and provide all the required documents and information, so that they can process the refund as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Kristina
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