Dragi juliearli23,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
- Možete li navesti koji ste tačno bonus pokušali da iskoristite? Želeo bih da proverim uslove i odredbe.
- Da li ste dobili promotivnu ponudu od kazina direktno ili od trećeg povezanog lica?
- Možete li, molim vas, proslediti ponudu na petronela.k@casino.guru zajedno sa bilo kakvom relevantnom komunikacijom?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem. 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 radosnu, uspešnu i zdravu novu 2024. godinu, a mi ćemo vam se javiti u najkraćem mogućem roku.
Dear julieearly23,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please specify which exact bonus you tried to redeem? I would like to check the terms and conditions.
- Have you received the promotional offer from the casino directly or from a third affiliated party?
- Could you please forward the offer to petronela.k@casino.guru along with any relevant communication?
I hope we will be able to help you to resolve this issue. 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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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