Poštovani C078,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Da li sam dobro razumeo da je kazino zatvorio vaš nalog bez navođenja razloga?
Možete li potvrditi da li ste prošli proceduru verifikacije identiteta?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Kada ste poslednji put komunicirali sa korisničkom podrškom i o čemu se radilo?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear C078,
Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that the casino closed your account without giving you a reason?
Could you please confirm if you passed the identity verification procedure?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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