Dragi Vali19,
Dobio sam informacije i dokaze od Haz Casino tima, koji su u suprotnosti sa vašim izjavama.
Kontaktirali ste tim za podršku u vezi sa primanjem dodatnih bonusa i tek nakon što vas je tim obavestio da vam u tom trenutku ne dospevaju dodatni bonusi, počinjete da tražite da zatvorite svoj nalog. Tim za podršku vas je ispravno obavestio o ovome:
„ Ako zaista želite da nastavite i trajno zatvorite svoj nalog, to možete učiniti tako što ćete otići na „Moj profil" i u odeljku „Ograničenja" možete deaktivirati svoj nalog."
Zašto to niste uradili odmah?
Zaista ste kontaktirali podršku za livechat više puta da biste zatvorili svoj nalog, i iako se slažem sa vama da bi oni mogli da zatvore vaš nalog ranije, zbog vaših prethodnih interakcija sa timom za podršku i vašeg saznanja da to možete sami da uradite kad god želite, Ne mogu da krivim tim za podršku što ga je ostavio na vama, tako da vaša izjava da nisu želeli da zatvorite nalog nije u skladu sa činjenicama. Vaš nalog je prvobitno bio zatvoren. Druga stvar je što za Live Games Pragmatic Drops and Vins turnir, igrači mogu da vide svoje ekransko ime ili ID igrača na tabeli, ali vaše ime ili ID tamo nisu navedeni, što me navodi da verujem da niste imali sreće u toj promociji.
Još uvek čekam informacije o vašim potencijalnim dobicima od reke-back nagrada. Rejkbek se postepeno oslobađa i može se tražiti direktno u profilu igrača, a vi mu niste bili ograničeni u tome; to je samo postepen proces koji se ne dešava odjednom.
Dear Wali19,
I have received information and evidence from Haz Casino team, that contradicts your statements.
You have contacted the support team in regards to receiving additional bonuses and only after the team informed you that you were not due for any more bonuses at that time you start to request to close your account. The support team has correctly advised you with this:
"If you really want to go ahead and close your account permanently you can do so by going to "My Profile" and under the section "Restrictions" you can deactivate your account."
Why have you not done that right away?
You have indeed contacted livechat support multiple times to close your account, and although I can agree with you that they could close your account sooner, because of your previous interactions with the support team and your knowledge that you can do it yourself whenever you want, I can't really blame the support team for leaving it on you, so your statement that they didn't want you to close your account is not in accordance with the facts. Your account was initially closed. Another thing is that for the Live Games Pragmatic Drops and Wins tournament, players can see their screen name or player ID on the leaderboard, but your name or ID was not listed there, which makes me believe that you were not lucky in that promotion.
I'm still awaiting information about your potential winnings from rake-back rewards. The rakeback gets released gradually and can be claimed directly in the player profile, and you have not been restricted him from that; it's just a gradual process that doesn't happen at once.
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