Poštovani RICE1986,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem sa povlačenjem.
Imajte na umu da raznovrsnost i dostupnost načina plaćanja ne upravlja isključivo kazino. Nekoliko faktora, kao što su Uprava za licenciranje, geolokacija, ugovori sa provajderima plaćanja i bankarska ograničenja, svi imaju veliki uticaj. Ako je način plaćanja bio dostupan za depozite, to ne mora da znači da će biti ponuđen i za povlačenje i može se prekinuti u bilo kom trenutku. Nažalost, kazina su ponekad nemoćna i ograničena u načinima plaćanja koje mogu ponuditi svojim klijentima.
Da bih bolje razumeo i pomogao u vašem slučaju, ljubazno vas molim za više detalja:
- Od kada se čeka vaše povlačenje?
- Koji je vaš trenutni aktivni bilans?
- Možete li, molim vas, da nam kažete da li ste bili obavešteni o bilo kojim alternativnim metodama povlačenja vaših dobitaka?
- Da li je vaš nalog uspešno verifikovan u prošlosti?
- Da li ste od korisničke podrške dobili neke posebne razloge za kašnjenje u obradi vašeg povlačenja?
Ako imate bilo kakvu dokumentaciju koja bi mogla da pomogne da se razjasni situacija, kao što su snimci ekrana vašeg zahteva za povlačenje, ćaskanja ili e-poruke sa kazinom, slobodno ih prosledite na petronela.k@casino.guru .
Vaša saradnja je ključna za nas da nastavimo sa ovim slučajem. Bez vašeg doprinosa i potkrepljujućih dokaza, nećemo moći efikasno da napredujemo u posredovanju u problemu sa kazinom.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear RICE1986,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will also be offered for withdrawals, and it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in the payment methods they can offer to their customers.
To better understand and assist with your case, I kindly ask for more details:
- Since when has your withdrawal been pending?
- What is your current active balance?
- Could you please advise whether you have been informed about any alternative methods of withdrawing your winnings?
- Has your account been successfully verified in the past?
- Have you received any specific reasons from customer support for the delay in processing your withdrawal?
If you have any documentation that could help clarify the situation, such as screenshots of your withdrawal request, chats, or emails with the casino, please feel free to forward them to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case. Without your input and supporting evidence, we won’t be able to move forward effectively in mediating the issue with the casino.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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