Dragi Jurrie123,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Možete li da nam kažete da li je vaš nalog u potpunosti verifikovan?
Da li ste dobili neko objašnjenje zašto ne možete da podignete svoj dobitak?
Da li sam dobro razumeo da ste prokockali ceo svoj bilans?
Imajte na umu da alati kao što je zaključavanje vaših dobitaka nisu obavezni, oni su samo dodatna funkcija. Nažalost, ne postoje jedinstveni propisi koji bi se primenili na sva kazina, a alatima za zaštitu igrača upravlja isključivo kazino.
Obavestite me ako još nešto možemo da učinimo za vas, inače ću biti primoran da odbijem ovu žalbu. Hvala vam mnogo na razumevanju.
Srdačan pozdrav
Veronika
Dear Jurrie123,
Thank you very much for submitting your complaint. I'm very sorry to hear about your issue. Please allow me to ask you a few questions so I can better understand the situation.
Could you please advise if your account has been fully verified?
Have you received any explanation as to why you can't withdraw your winnings?
Do I understand correctly that you gambled away your entire balance?
Please understand that tools such as locking your winnings are not mandatory, they are just an extra feature. Unfortunately, there aren't unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively.
Please let me know if there is anything else we can do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
Best regards
Veronika
Automatski prevedeno: