Poštovani predstavnike HitNSpin kazina,
Hvala vam što ste dali dodatne detalje u vezi sa situacijom igrača.
Draga Kilie1986,
Hvala vam što ste se obratili i podelili svoje brige sa nama. Razumem koliko ova situacija mora biti izazovna za vas.
Nakon pregleda dostavljenih informacija, primio sam samo jednu e-poštu koja sadrži transkript ćaskanja u kojem ste tražili trajno zatvaranje vašeg naloga. Međutim, tokom ove interakcije, odbili ste da otkrijete razlog svoje odluke. Kao rezultat toga, ovo se ne može klasifikovati kao važeći zahtev za samoisključivanje na osnovu problema u vezi sa kockanjem.
Imajte na umu da smo u mogućnosti da pomognemo igračima u dobijanju povraćaja novca samo kada su eksplicitno obavestili kazino o svojoj zavisnosti od kockanja i zatražili samoisključivanje, ali kazino nije reagovao na takav zahtev. Pošto ne postoji dokumentacija koja pokazuje da ste zatražili zatvaranje naloga zbog problema sa kockanjem, sa žaljenjem vas obaveštavamo da nismo u mogućnosti da nastavimo sa vašom žalbom.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
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Dear HitNSpin Casino representative,
Thank you for providing additional details regarding the player's situation.
Dear Kylie1986,
Thank you for reaching out and sharing your concerns with us. I understand how challenging this situation must be for you.
After reviewing the information provided, I have received only one email containing a chat transcript where you requested the permanent closure of your account. However, during this interaction, you declined to disclose the reason for your decision. As a result, this cannot be classified as a valid self-exclusion request based on gambling-related issues.
Please understand that we are able to assist players in obtaining refunds only when they have explicitly informed the casino of their gambling addiction and requested self-exclusion, but the casino failed to act on such a request. Since there is no documentation showing that you requested account closure due to gambling problems, we regret to inform you that we are unable to proceed with your complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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