Poštovani Flugfiske28,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Kada ste prvi put eksplicitno obavestili kazino da želite da zatvorite svoj nalog zbog problema sa kockanjem ili zavisnosti? Prosledite mi e-poštu sa ovom specifikacijom na veronika.l@casino.guru , ili alternativno, možete postaviti snimke ekrana ovde. Uverite se da snimci ekrana jasno pokazuju pošiljaoca, primaoca, datum i vreme, zajedno sa odgovorom kazina.
Možete li takođe da potvrdite da li ste završili potpuni KIC (Knov Iour Customer) proces verifikacije?
Koliko ste depozita dali nakon što ste prvi put spomenuli zavisnost od kockanja u svom zahtevu za samoisključivanje?
Nadam se da ćemo zajedno moći da rešimo ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Flugfiske28,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
When was the first time you explicitly informed the casino that you wished to close your account due to gambling problems or addiction? Please forward me the email with this specification at veronika.l@casino.guru, or alternatively, you may post screenshots here. Ensure that the screenshots clearly show the sender, recipient, date, and time, along with the casino’s response.
Could you also confirm whether you completed the full KYC (Know Your Customer) verification process?
How many deposits did you make after you first mentioned gambling addiction in your self-exclusion request?
I hope we can work together to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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