Dragi timu c5srk49hpn i Casino Guru,
Cenimo što ste odvojili vreme i objavili recenziju o LevelUp kazinu.
Nema reči da izrazimo koliko nam je žao što igrač ima negativan utisak o našem kazinu i što je došlo do ove situacije. Razumemo koliko to može biti frustrirajuće za kupca.
Međutim, želeli bismo da rasvetlimo situaciju koja se dogodila. Želimo da istaknemo da igrač nije koristio adresu e-pošte registrovanu u našem kazinu da nam šalje pisma. Imajte na umu da su zahtevi podneti samo putem ćaskanja uživo.
Pored toga, c5srk49hpn nam je preko ćaskanja rekao da je Apple-ova usluga nasumično generisala adresu e-pošte koja je korišćena za registraciju, tako da igrač nije mogao da nam pošalje e-poštu. Da bismo potvrdili nalog za igru, tražili smo od igrača da nam pošalje pismo. Zahtev je poslat, ali je poslat sa pogrešne imejl adrese, a zahtev za zatvaranje nikada nije pomenut.
Takođe, želimo da istaknemo da prema našoj Politici privatnosti i GDPR-u, sve informacije o igračima, uključujući njihove podatke, ostaju poverljive i ne mogu se otkriti. Stoga, bezbednosni problemi zahtevaju od igrača da nas kontaktiraju sa početnog i aktivnog naloga. Važno je napomenuti da LevelUp Casino zadržava pravo da proveri identitet igrača pre obrade isplata.
Osim toga, korisnik je obavešten i savetovan u vezi sa odgovornim kockanjem čim je c5srk49hpn rekao ličnom menadžeru mogući problem sa kockanjem, a limit je postavio igrač 2023-07-14 u 13:49:56 UTC.
U svakom slučaju, u vezi sa tehničkim poteškoćama, izvinjavamo se za sve neprijatnosti na koje je igrač možda naišao. Naš tim je uvek lojalan našim igračima i čini sve da korisnicima pruži prijatno iskustvo.
Hvala vam puno što ste nam skrenuli pažnju na svoje iskustvo igranja igara u našem kazinu. Stalno aktivno testiramo našu veb stranicu kako bismo osigurali da su svi tehnički problemi rešeni i izbegnuti u budućnosti.
Međutim, bitno je napomenuti da nismo dobili nikakve zahteve u vezi sa tehničkim problemima od igrača u razgovoru sa korisničkom podrškom. Moguće je da nam je c5srk49hpn poslao pisma, ali nisu stigla do nas. Igrač je kasnije tokom ćaskanja prijavio tehničke probleme ličnom menadžeru, ali nije naveo konkretne detalje.
Za buduću istragu, preporučujemo da kontaktirate naš tim za podršku sa detaljnim opisom problema. Biće nam drago da rešimo sve moguće neprijatnosti.
Štaviše, u vezi sa ograničenjima isplate, želimo da vam skrenemo pažnju da, u skladu sa našim uslovima, maksimalni iznos povlačenja koji se obrađuje igraču iznosi 3.000 EUR dnevno. Da biste dobili više informacija, pratite link: https://levelupcasino.com/terms-and-conditions ili na snimku ekrana: https://prnt.sc/KH3Um6-uKKCB
Bez obzira na to, naš tim obrađuje zahteve za povlačenje po principu „prvi je došao-prvi uslužen". Obično sama provera zahteva traje do 2 sata.
Kao rezultat naše verifikacije, možemo potvrditi da je igrač napravio nekoliko zahteva za isplatu istovremeno; tim je otkazao isplatu koja je premašila dnevni limit, a igrač se setio obrade gotovine u to vreme.
Za sada možemo potvrditi da je račun igrača trajno zatvoren zbog problema sa kockanjem. Zaista nam je žao što čujemo da ste razvili problem sa kockanjem. Ali učinili ste pravi korak u pravom smeru tako što ste se sami isključili iz kockanja.
Naš tim se raduje vašem razumevanju u ovom pogledu.
Srdačan pozdrav,
LevelUp kazino tim
Dear c5srx49hpn and Casino Guru team,
We appreciate you taking the time and posting a review about LevelUp Casino.
There are no words to express how sorry we are that the player has a negative impression of our casino and that this situation has occurred. We understand how frustrating it can be for the customer.
However, we would like to shed light on the situation that occurred. We want to highlight that the player did not use the email address registered with our casino to send us letters. Please note that requests were only submitted via live chat.
Additionally, c5srx49hpn told us via chat that Apple’s service randomly generated the email address that was used for registration, so the player could not email us. In order to confirm the game account, we requested the player send us the letter. The request was sent, but it was sent from an incorrect email address, and the closure request was never mentioned.
Also, we would like to emphasize that under our Privacy Policy and GDPR, all player information, including their data, remains confidential and cannot be disclosed. Therefore, security concerns require players to contact us from the initial and active account. It is important to note that LevelUp Casino reserves the right to verify a player’s identity before processing payouts.
Besides, the customer was informed and advised regarding Responsible Gambling as soon as c5srx49hpn told the personal manager of the possible gambling problem, and the limit was set by the player on 2023-07-14 at 13:49:56 UTC.
In any case, regarding technical difficulties, we apologize for any inconvenience the player may have encountered. Our team is always loyal to our players and does its utmost to provide users with a pleasant experience.
Thank you very much for bringing to our attention your experience while playing games in our casino. We are constantly actively testing our website to ensure any technical issues are resolved and avoided in the future.
However, it is essential to note that we have not received any requests regarding technical issues from the player in chatting with customer support. It is possible that c5srx49hpn sent the letters to us, but they did not reach us. The player reported technical issues to the personal manager later in the chat but did not provide specific details.
For future investigation, we recommend contacting our support team with a detailed description of the issue. We will be delighted to resolve any possible inconvenience.
Moreover, regarding cashout limitations, we would like to bring to your attention that, due to our terms and conditions, the maximum withdrawal amount processed to a player is 3,000 EUR per day. To get more information, please follow the link: https://levelupcasino.com/terms-and-conditions or on the screenshot: https://prnt.sc/QH3Um6-uQKCB
Nevertheless, our team processes the withdrawal requests on a first-come-first-serve basis. Usually, the checkup of a request itself takes up to 2 hours.
As a result of our verification, we can confirm that the player made several cashout requests simultaneously; the team canceled a withdrawal that exceeded the daily limit, and the player recalled a cashout processing at that time.
As for now, we can confirm that the player’s account has been closed permanently due to gambling problems. We are really sorry to hear that you developed a gambling problem. But you did the right step into the right direction by self-excluding yourself from gambling.
Our team looks forward to your understanding in this regard.
Kind regards,
LevelUp Casino Team
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