Draga Asiette,
Nažalost, uprkos višestrukim pokušajima da se kontaktira kazino, nije bilo odgovora. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
U međuvremenu, preporučujem vam da kontaktirate Pardee Consulta – servis za alternativno rešavanje sporova ( https://adrbipardee.eu/online-dispute-resolution-form /) i podnesete im žalbu. Sarađuje sa Malteškim organom za igre na sreću i ima bolje opcije i alate za pomoć igračima. Sledeći korak bi bio kontaktiranje same Malteške uprave za igre na sreću ( https://vvv.mga.org.mt/plaier-hub/lodge-a-complaint/ ). Obavestite me kako je ADR reagovao ( adam.m@casino.guru ).
Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Adame
Dear Assiette,
Unfortunately, despite multiple attempts to contact the casino, there has been no response. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/online-dispute-resolution-form/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
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