Dragi k4vsccrkcd i Mirka,
Cenimo što ste nam se obratili i naveli u vezi sa svojom zabrinutošću da smo detaljno pregledali predmetni slučaj.
Želimo da objasnimo situaciju da Mirku bude malo jasnije. Igrač k4vsccrkcd se obratio našem kazinu sa zahtevom za povraćaj novca jer mu nalog navodno nije zatvoren na vreme, a kako igrač tvrdi, bori se sa zavisnošću od kockanja. Međutim, nakon detaljnog pregleda svih komunikacija, sa žaljenjem vas obaveštavamo da nismo pronašli eksplicitne zahteve za zatvaranje naloga ili obaveštenja o zavisnosti od kockanja u interakciji sa našim timom za podršku. Kao deo naše posvećenosti odgovornom igranju, ovakva pitanja shvatamo veoma ozbiljno i reagujemo odmah po prijemu takvih zahteva. U ovom slučaju, potvrdili smo da je vaš nalog odmah blokiran po prijemu vaše najnovije poruke.
Razumemo frustraciju koju možda doživljavate i iskreno žalimo zbog eventualnih neprijatnosti. Međutim, na osnovu naše istrage, nismo identifikovali nikakva kršenja naših Odredbi i uslova ili regulatornih zahteva sa naše strane. Ključno je napomenuti da su zahtevi za povraćaj novca, kao što je vaš, ponekad u skladu sa taktikama koje koriste prevaranti koji pokušavaju da iskoriste kazina.
Iako saosećamo sa vašom situacijom, stvaranje presedana za povraćaj sredstava bez jasnih osnova može izložiti naš brend potencijalnoj zloupotrebi od strane zlonamernih aktera. Moramo da se pridržavamo dosledne politike kako bismo održali integritet naših usluga i zaštitili se od lažnih aktivnosti.
Iskreno žalimo zbog okolnosti koje su dovele do vašeg zahteva i razumemo razočarenje koje može izazvati. Ako postoje dodatni načini na koje možemo da vam pomognemo u okviru naših smernica, obavestite nas. Naš tim je posvećen pružanju podrške i rešavanju svih legitimnih zabrinutosti koje možda imate.
Hvala vam na razumevanju i stojimo vam na raspolaganju za sva dodatna pitanja.
Srdačan pozdrav,
LalaBet kazino tim.
Dear x4wsccrkcd and Mirka,
We appreciate your reaching out to us and providing regarding your concerns, we have thoroughly reviewed the case in question.
We would like to explain the situation to make it a little clearer for Mirka. The player x4wsccrkcd contacted our casino with a request for a refund because his account was allegedly not closed on time, and as the player claims, he is struggling with a gambling addiction. However, having conducted a detailed examination of all communications, we regret to inform you that we did not find any explicit requests for account closure or notification about gambling addiction in the interactions with our support team. As part of our commitment to responsible gaming, we take such matters very seriously and act promptly upon receiving such requests. In this instance, we confirmed that your account was promptly blocked upon receipt of your most recent message.
We understand the frustration you may be experiencing, and we sincerely regret any inconvenience caused. However, based on our investigation, we have not identified any violations of our Terms and Conditions or regulatory requirements on our part. It is crucial to note that refund requests, such as yours, sometimes align with tactics employed by scammers attempting to exploit casinos.
While we empathize with your situation, creating a precedent for refunds without clear grounds may expose our brand to potential abuse by malicious actors. We must uphold a consistent policy to maintain the integrity of our services and safeguard against fraudulent activities.
We genuinely regret the circumstances leading to your request and understand the disappointment it may cause. If there are any additional ways we can assist you within the confines of our policies, please let us know. Our team is committed to providing support and addressing any legitimate concerns you may have.
Thank you for your understanding, and we remain at your disposal for any further inquiries.
Best Regards,
LalaBet Casino Team.
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