Dragi sanghvirakesh43,
Hvala vam puno što ste podneli žalbu.
Žao mi je što čujem za poteškoće sa kojima ste se susreli sa povlačenjem novca u kazinu Leon. Da biste nam pomogli da bolje razumemo vašu situaciju i radimo na njenom rešenju, možete li nam dati neke dodatne informacije o sledećem:
- Proces verifikacije: Pomenuli ste da su od vas zatražena različita dokumenta i selfi za verifikaciju naloga. Možete li nas obavestiti da li ste dobili bilo kakvu zvaničnu potvrdu od Leon kazina u kojoj se navodi da je vaš nalog u potpunosti verifikovan? Ako jeste, možete li proslediti ovu potvrdu ili bilo koju relevantnu komunikaciju na petronela.k@casino.guru ?
- Status povlačenja: Naveli ste da je vaše povlačenje trenutno onemogućeno zbog „provere igre". Da li ste od Leon kazina primili bilo kakva dodatna ažuriranja ili komunikaciju u vezi sa ovom proverom? Pored toga, da li su naveli neki poseban razlog zašto ovaj proces traje duže od standardnih 1-3 dana?
- Detalji provere igre: Da li ste obavešteni o tome šta uključuje proces „provere igre"? Bilo bi korisno znati da li je kazino dao bilo kakve naznake o tome šta pregledaju ili zašto je vaše povlačenje još uvek na čekanju.
Komunikacija sa kazinom: Možete li da nam dostavite detalje ili snimke ekrana bilo koje komunikacije koju ste imali sa kazinom Leon, posebno onih o odlaganju povlačenja i proveri igre?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear sanghvirakesh43,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you've been experiencing with your withdrawal at Leon Casino. To help us better understand your situation and work towards a resolution, could you please provide some additional information on the following:
- Verification Process: You mentioned that you were asked to provide various documents and a selfie for account verification. Could you please let us know if you received any official confirmation from Leon Casino stating that your account is fully verified? If so, could you forward this confirmation or any relevant communication to petronela.k@casino.guru?
- Withdrawal Status: You stated that your withdrawal is currently disabled due to a "gameplay check." Have you received any further updates or communication from Leon Casino regarding this check? Additionally, did they provide any specific reason why this process is taking longer than the standard 1-3 days?
- Gameplay Check Details: Have you been informed about what the "gameplay checking" process involves? It would be helpful to know if the casino has given any indication of what they are reviewing or why your withdrawal is still pending.
Communication with the Casino: Could you provide us with details or screenshots of any communication you’ve had with Leon Casino, particularly those discussing the withdrawal delay and gameplay checking?
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
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